For pharmacist Insa, every call is an opportunity to make the difference.
Working within DHU Healthcare’s NHS 111 service, Insa supports patients and families who need clinical advice and treatment, helping them understand their symptoms, manage their condition and access the right care. “I mainly work from home taking calls through NHS 111,” she explains. “We have a specific queue for pharmacists, so we’re able to provide advice and treatment when patients need it.”
Recently, Insa achieved an important professional milestone by completing her Independent Prescribing qualification, allowing her to prescribe medication as part of her role. “That’s been a really positive step for me,” she says. “It means I can use my clinical knowledge more fully and provide treatment directly for patients where appropriate.”
Providing care over the phone can sometimes be challenging, but technology and teamwork help ensure patients receive safe and effective support. “Sometimes it can be tricky without seeing the patient face-to-face,” Insa explains. “But we can use video consultations and ask patients or parents to send photos of symptoms such as rashes or infections. That really helps us make more informed decisions.”
Insa has been with DHU for just over two years, having previously worked in both community pharmacies and hospital settings. A key part of her role is supporting antimicrobial stewardship - the responsible use of antibiotics to help prevent resistance. “As prescribers, we see a wide range of conditions and symptoms,” she says. “It’s important that we carry out a thorough assessment to determine whether an illness is viral or bacterial. If antibiotics are needed, we make sure the medication, dose and treatment are appropriate, and we explain how to take it and what to expect.”
With antibiotic resistance continuing to rise globally, this careful approach is more important than ever. But for Insa, it’s not just about treatment, it’s also about reassurance. “Some patients expect antibiotics, but often what they really need is clear advice and reassurance,” she says. “Explaining why a decision has been made helps people feel confident about what to do next.”
Insa says DHU has supported her development and given her opportunities to grow. “The team supported me to complete my prescribing qualification, and I’ve been able to get involved in audits, interventions and teaching as well,” she says. “The pharmacy team has been really supportive.”
For Insa, being a pharmacist is about using her knowledge to support people when they need it most. “It’s really rewarding to see the difference you can make,” she says, “even if it’s just giving someone the reassurance they need.”