I happen to work with a pharmacist who is just so good at bringing in the positive.  When the team is seeming to dip into complaints about a particularly challenging patient or situation, she always comes up with an empathy statement that helps us see the other side.  When we all of a sudden get a surge in patients, are run off our feet and stress is escalating, she often will make a statement that ‘busy is good’ as it means the business is growing due to our excellent patient care. These kind of situations where stress or negativity are escalating are often redirected by this type of engagement and it often infuses fresh energy into the team

We all have patients who challenge us.  They call multiple times a day, are extra particular about how something is dispensed, they blow-up- in anger over something that is not our fault.  Pharmacists face these challenging situations and many more in an already stress filled, fast paced work day, and it is easy to slip into negativity.  It is actually human nature to be negative or to complain during periods of high stress or difficulty.  Expressing negativity or complaining can foster a sense of validation of how we are feeling, and can bring a sense of connectedness between the individuals who agree with us and reinforce the negative with other’s own aligned thoughts.   Basically, venting with colleagues who agree with us just makes us feel better. 

The unintended consequence however is that negativity grows and can become a norm for the team dynamics.  When negativity becomes the norm it risks low morale, less team cohesion and higher staff turnover.  Working in this type of environment also can increase anxiety and contribute to people feeling unsupported.   

This is not to say that we should let ourselves be trampled on.  Burn out from being treated poorly is very real in health care.  To be clear, we need to protect each other as colleagues and team members.  We must acknowledge burnout and attend to ourselves and others when needed and ensure safety and well-being is a priority. 

One of the most powerful ways to buffer against burnout in a pharmacy team is to care for those you work with and to extend positive empathy.  This guards against sinking into pessimism and feeling unsupported in our teams.  This sounds easier that it actually is. 

It takes much less energy to complain than to come up with creative solutions, much easier to criticize than to see things from the perspective of the other.   And this is especially hard when we are tired, burned out or frustrated. 

It takes vulnerability and strength to be positive, but excellent patient care and healthy dispensary teams depend on strong leaders and a continued commitment to supporting each other and being that positive voice.