Q&A: Supporting Pharmacy Technicians Through Daily Recognition

Pharmacy technicians are essential but often undervalued. Simple actions—like saying thank you, encouraging breaks, or advocating for fair treatment—can make a big difference. Recognizing their work through leadership roles or small gestures can help build morale, strengthen teams, and support retention.

Q&A: Supporting Pharmacy Technicians Through Daily Recognition / sofiko14 - stock.adobe.com

Drug Topics recently sat down with Taylor Watterson, PharmD, PhD, assistant professor at the University of Illinois Chicago Retzky College of Pharmacy, to discuss how pharmacy technician contributions can be better recognized and appreciated in day-to-day operations.

Drug Topics: How can pharmacy technician contributions be better recognized and appreciated in day-to-day operations?

Taylor Watterson, PharmD, PhD: I think, especially in the community setting, 99% of pharmacists will tell you that their pharmacy technicians are everything. They are the backbone of the pharmacy. They're critical. I think a lot of pharmacists know that. Even some of the ones who maybe aren't as quick to acknowledge it for whatever reason, also recognize that. On the day to day, some of the things that I recommend is just a thank you. Recognizing that this situation is really hard. Thank the technicians for their time and for their effort. Encouraging them to take breaks when needed, so that they're able to rest and recover.

For me, one of my inner philosophies was always that pharmacy technicians aren't paid enough to handle [everything].that, right? Being willing to step in or being able to advocate for the technician to know that there is a real power dynamic. How a patient interacts with the pharmacist is very different, most likely, than how they interact with a technician. In the power that we pharmacists have, and in the pay gap in the pharmacy, someone paid minimum wage isn't really being paid nearly enough money to be screamed at or to have to deal with [certain situations]. Trying to intervene when possible. I know that that right creates all sorts of other problems. [Pharmacists] have tons of other things to do. We can't always be listening to what's happening, but being able to advocate for our technicians in that way and to stand up for them.

I think on a larger scale, recognizing our technicians and being able to recognize their certifications, their licensure, even something as simple as posting their certificate on the wall where you post the pharmacist licensure. To be able to recognize that like you have certified, well trained people working [at the store], and we recognize and value that. I think that's another huge one. Also providing great opportunities for advancement, whether that's formal or informal. I've talked to technicians who've taken on a pharmacy manager role, which is very appropriate. They handle the scheduling, the inventory, the operations, and pretty much everything except for the clinical services. I think being able to assign responsibilities that demonstrate that people have real value and real assets to their pharmacy. Even things like having a technician be in charge of inventory or immunizations or patient scheduling for our comprehensive medication reviews, giving them these roles where there are opportunities for growth.

Also, giving people appropriate recognition for the work that they're probably already doing and giving them a title. That comes with that they need to be paid appropriately, which I know can be harder in maybe a large chain setting that's not always negotiable, but just advocating on their behalf. I think that's one of the big ones. Being transparent when you can, to say, “Hey, I know that you are not paid nearly enough. I'm advocating for you at our store level.” You don't want to place the blame on other people. You can't always pass the buck in that way. But to be able to say, “Look, I know that things are not fair, and this is what I'm doing to be able to try and advocate for you. I want you know that I appreciate you so much.”

I think saying thank you goes a long way, especially as a pharmacist, but even as a technician. When you have those good employees, you will do anything to make them stay, whether that's allowing them to leave when their kids are sick, or bringing in Starbucks to make sure that everyone is happy when they get there. There was a meme in pharmacy for a while that said, “pizza is not enough,” especially when provided from a leader. But as a pharmacy intern or pharmacy technician, if my pharmacy manager got pizza one day, it was the best day ever. I think some of those little things, even things that don't cost money, to be able to say we appreciate you. Little notes on desks and things to say, “Hey, I appreciate the work that you're doing.” Those are some of the more immediate things. I think most pharmacists will tell you that pharmacy technicians are critical for everything that we do, and really finding any way to showcase that.

READ MORE: Q&A: Prioritizing Pharmacy Technician Well-Being