3. Human factors

Personal characteristics, religion, values and beliefs can impact on interactions and decisions made in a professional capacity. There may be occasions when individuals experience conflict at work, which could be due to differing opinions, a clash of personalities, preconceptions or misunderstanding. Strongly held views by opposing parties may lead to disagreements, however it is vital that disputesdo not escalate to misconduct. The GPhC has produced guidance on religion, personal values and beliefs in pharmacy practice, which is available at this website.

Pharmacy technicians have an obligation to maintain a professional demeanour and ensure there is not a negative impact on their patients organisation or wider team. A number of strategies can be employed to prevent or resolve conflict. Good communication is key.

4. Peers, role models and personal experiences

Elements of professionalism are incorporated into initial education and training to a greater or lesser degree depending on where training is undertaken. For many, motivation to behave professionally and ‘what good looks like’ are based on personal experience of the work environment.

Perceptions of professionalism and what constitutes acceptable behaviour are largely shaped by experiential learning from peers, patients or role models. Organisational culture also plays a significant part in upholding professionalism by setting out guidance through policies and procedures. If any of these are negative then it may impact on how a pharmacy technician practises and behaves.