Meeting Patient Need

On 12/10/24, Belinda Ashby, PharmD, received a call from a patient while working in her role as a pharmacist at Carilion Clinic Pharmacy-New River Valley.  For various reasons, this patient was needing a specific medication within a very short time and wanted to be as discreet as possible even to the extent of not wanting to divulge contact information.  Belinda patiently listened to the patient's request and went to work to be accommodating. The medication in question was not one we normally stocked.  Belinda tracked down some available inventory at one of our sister sites and made arrangements to get it to our location as soon as possible.  Although, we were not able to meet the patient's request when they arrived, Belinda took the time to explain that the medication was in-route and reassured the patient that their transaction would be held in the strictest confidence.  Other complications for this patient made returning later for a pickup not an option.  Belinda agreed to complete the transaction and hand deliver the medication to the patient at a location nearby.  Once the medication arrived, Belinda personally delivered it to the patient at the location requested.  Belinda's actions serve as a great example of all five of our Carilion Values.  First Belinda was committed to providing the service this patient was requesting even though it was out of the norm.  Next, Belinda showed curiosity and compassion by listening and keeping an open mind as to how to help solve this patient's request.  Belinda then collaborated with our sister site and with her fellow associates to arrange transport of the medication.  And finally, she displayed the courage to be unconventional and willing to meet this patient outside of our facility to deliver the needed medication.  Wow.  Great job!