Preparedness Key For Delivering Excellent Patient Care in Pharmacies | AAP 2025

In today’s healthcare landscape, developing skills beyond technical knowledge is critical for pharmacists. Managing a pharmacy effectively now requires a holistic approach that combines preparedness, emotional intelligence, and professional awareness—especially when it comes to situations involving controlled substances. Planning ahead for these moments is crucial in managing unexpected scenarios.

Just as Disney uses storyboarding to anticipate potential challenges, pharmacists should develop strategies for handling complex situations, according to Mark Garofoli, PharmD, MBA, BCGP, CPE, CTTS, clinical assistant professor and director of experiential learning at West Virginia University School of Pharmacy. This involves not just knowing protocols, but understanding how to implement them with compassion and precision.

Emotional intelligence plays a critical role in navigating tricky professional scenarios. Pharmacists must remain aware of their own potential biases, recognizing that each patient's story is complex and multifaceted. Continuous learning, professional development, and maintaining a compassionate approach are essential in delivering exceptional patient care.

At the American Associated Pharmacies (AAP) Annual Conference, held April 10 to 12 in Austin, Texas, Drug Topics® sat down with Garofoli to discuss effective strategies for balancing excellent patient care with strict regulations surrounding controlled substances, how pharmacists can manage red flags while maintaining a positive patient experience, and key advice for new pharmacists on maintaining professionalism and empathy in high-pressure situations.

[For us] in pharmacy, [for us] in healthcare for that matter, there is always a lot going on,” Garofoli said. “There is noise everywhere. Planning ahead goes a long way. You can’t plan for everything, but in running a pharmacy, sooner or later, unfortunately, you are going to have a patient have an asthma attack. It is worth thinking ahead. Of course, we know what to do, but how we do it and staying calm along the way really can help that patient.”