Introduction
In Summer 2023, the College of Pharmacists of Manitoba (CPhM) conducted the Community Pharmacy Survey on Patient Safety Culture™ (SOPS®). The survey invited community pharmacy staff to share their perspectives on patient safety and safety culture in their workplace. The results, published in the summer 2023 College of Pharmacists of Manitoba newsletter, in the article Safety Feature: Community Pharmacy Survey on Patient Safety, help measure and monitor the progress of Safety IQ and its goal of fostering sustainable safety cultures across Manitoba’s community pharmacies.
A consistent and structured training process for new employees is essential to creating a well-trained, competent pharmacy team. When staff understand their roles and feel confident in their duties, it enhances both the efficiency and safety of pharmacy services, creating a more positive work environment.
But beyond technical training, it’s crucial to embed safety culture into the onboarding process. New employees, eager to prove their capabilities, may face situations where they are unfamiliar with tasks or unsure how to proceed. Factors like understaffing or a lack of available guidance can make them hesitant to admit gaps in their knowledge.
Creating a Culture of Openness and Support
How can pharmacies create an environment where new (and existing) staff feel comfortable admitting when they need help or additional training? Cultivating this culture of openness is key to preventing errors and promoting patient safety.
The Institute for Safe Medication Practices (ISMP) outlines several recommendations in its article, Ensuring Competency and Safety When Onboarding Newly Hired Professional Staff. Below are some of the key strategies to ensure new hires not only receive the necessary technical training but are also integrated into the pharmacy’s safety culture.
Strategies to Foster Communication and Prevent Errors
1. Explain how errors are handled
Clearly communicate how the pharmacy addresses medication errors, emphasizing that open dialogue and learning are critical for error prevention, rather than assigning blame. The Safety IQ Academy offers excellent resources for training staff on medication incident reporting and promoting a just and safe culture.
2. Train the trainers
Effective training requires proper preparation. Use training manuals, orientation guides, and checklists to supplement in-person training sessions, ensuring new staff can access guidance throughout the process.
3. Prepare new hires for success
Standardize your orientation process, incorporating safety education specific to the critical tasks of the new hire’s role. For example, offer safety training on compounding or compliance packaging to minimize errors.
4. Assess Competency
Use audits and direct observation during training to confirm new hires are competent in their duties, ensuring they can safely perform their tasks.
5. Encourage open dialogue
Foster an environment where new hires feel comfortable asking questions. Trainers should be approachable and open to inquiries.
6. Check in regularly
Hold frequent check-ins to gauge how new hires are settling in. Offer positive reinforcement where they excel, and constructive feedback where improvement is needed.
7. Assign a mentor
Pairing new hires with a mentor can provide additional support and guidance, helping them navigate the challenges of their new role.
8. Address intimidation
It’s important to create a culture where staff feel safe discussing concerns about their scope of practice or ability to perform tasks. Encourage new hires to speak up if they feel unsure or unsafe.
9. Foster a positive work environment
Acknowledge staff contributions and promote a safety-first mindset by encouraging medication incident reporting and shared learning. Be transparent about errors and recognize near misses or “good catches” to continuously improve pharmacy processes.
10. Continually reassess
After completing training, seek feedback from new hires about their onboarding experience and ask for suggestions to improve the process. Provide additional training when necessary.
Final Thoughts
Training new pharmacy staff goes beyond teaching them how to perform tasks. It’s about creating a workplace where safety is prioritized, communication is open, and learning from mistakes is encouraged. By integrating these principles into onboarding, pharmacies can build stronger, more resilient teams committed to patient safety.
