Every Third Week in October, Americans come together to celebrate National Pharmacy Week. Together, we recognize and appreciate the invaluable contributions that pharmacists, technicians, and pharmacy teams make to patient care. For CompleteRx, that means shining a light on the amazing pharmacy professionals we get to call team members.
Prescription for Success: Lead with Trust
When I think about the great leaders I have had the privilege to work alongside, I remember how they made me feel. They welcomed my ideas, trusted my judgment and empowered me to act. They built meaningful relationships on a foundation of trust, transparency and mutual respect. They welcomed me into their world and followed as I invited them into mine. In time, they became like family.
Great leaders do not simply lead. They open doors for their teams, arm them with an arsenal of tools and resources and set them on a course toward growth and success.
All of this is true of Hunt Regional Medical Center Director of Pharmacy, Heather Rochford.
I don’t report to Heather, but throughout my time with CompleteRx, I have had many opportunities to witness her leadership. We have often discussed what it takes to run a high-performing pharmacy and keep employees engaged through a pandemic, organizational changes, a growing workforce retention problem and more. Her answer is consistent: “It really comes down to trust. It’s about trust… it’s about knowing your people, your team,” Rochford says.
A culture of trust with strong, family-like bonds rings true throughout her pharmacy. Spend time with Will Reed, Assistant Director of Pharmacy for Hunt Regional Medical Center, and you can immediately tell those bonds are strong. “Our pharmacy’s culture is one of family and teamwork. The staff feeds off Heather’s leadership, which promotes a family and team effort.” And just like family, they work hard and play hard. Will says the memories and inside jokes are endless. “I love to mess with her,” he laughs. “We have a good time, all of us.” A favorite story is the time he and Heather were driving to the CompleteRx Managers Meeting, which brings managers from across the organization together for a three-day training and development workshop. Their truck broke down during the drive, and they had to rent a U-Haul to finish the trip!
Heather has spent the last eight years creating and maintaining a true open-door policy, inviting her team to share ideas, offer feedback and, at times, raise concerns openly and freely. “I want them to know that I’m here for them. That we are in this together. We’re family,” Rochford explains. Will recalls when Heather came aboard, noting that although the change was different, it was welcomed. He has learned a lot from her and her leadership style: “Working with Heather has [given me] a new look on leadership. She isn’t the old school leader that I had grew-up modeling my styles after. She has a very calm approach to being a leader.” Her calm, steady energy has spread throughout the pharmacy. CompleteRx Regional Vice President Kevin Milliorn shares how Heather’s leadership has shaped the pharmacy and withstood many challenges: “She takes everything in stride and handles all the challenges that have come her way amazingly. It’s fun to watch her lead.”
Over the years, Heather and her team have shared many milestones together, including birthdays, babies, career advancements, cooking tournaments and so much more. Along the way, they have supported each other and had fun. “We work hard to make sure everyone feels supported and balances work and the important things going on at home,” Rochford shares.
Building a strong pharmacy team can be tough in today’s environment. In the early days of the COVID-19 pandemic, teams faced a rapid evolution of challenges. As time has passed, burnout has increased, the supply of pharmacy professionals has dwindled and pharmacy vacancies have become a growing concern. Pharmacy leaders like Heather have to do more with less and find new ways to ensure their staff feel supported and appreciated. “I don’t take my team for granted. They are crucial to our success. I want to make sure they understand that. My door is always open and it will remain open,” Rochford says.
Simple, but effective leadership. Empower your team. Celebrate your team. Work together to find solutions. Start with a foundation of trust and the rest will fall into place.
To Heather and the entire team at Hunt Regional Medical Center, we wish you a wonderful Pharmacy Week. CompleteRx is proud to work alongside a team whose hard work, dedication and commitment help ensure patients receive the highest quality of care!
