How to handle challenging pharmacy situations with confidence

Catch up on our recent webinar with PSS and PDL professional officers, who share practical tips on handling tricky scenarios in pharmacy

Faced with a patient whose demands put you in a professional quandary, what steps can you take to retain:

  • professional identity and respect in the face of other healthcare professionals who assume they know best?
  • professional autonomy when other pharmacy staff or management are making questionable decisions under duress?
  • ethical practices while meeting patients’ needs?
  • legislative adherence?

This webinar is an interactive discussion, focusing on practical ways to deal with these issues confidently and defuse potentially challenging situations. It is brought to you by the Pharmacists’ Support Service (PSS) in partnership with PDL and the AJP.  This event is aimed at all members of the pharmacy profession.

Our panel of experienced pharmacists, including two PDL Professional Officers, will share tried-and-tested methods to deal with several different types of real-life situations faced by pharmacy staff. They highlight how to implement careful questioning, risk assessment, effective communication and decision-making to ensure patient and public are protected.

They also respond to questions from attendees.

Our guest panelists:

  • Georgina Woods, Professional Officer at PDL, clinical pharmacist at Lake Munmorah NSW
  • John Guy, Professional Officer at PDL, pharmacist
  • Kay Dunkley, Executive Officer at PSS, pharmacist


More about the speakers:

Georgina Woods has been a registered pharmacist for over 20 years, and has enjoyed a broad range of roles within the industry, including in community pharmacy, hospital, education, consultancy, board membership, mentoring and examining. She is on the PDL NSW local advisory committee and is a Professional Officer for PDL. Georgina continues to work in community pharmacy, examines for the Pharmacy Board (AHPRA) and has been conducting Home Medication Review services since 2005. She is an enthusiastic advocate for the pharmacy industry with a keen interest in risk management, education and assisting colleagues in safe and professional practice.


John Guy is a Professional Officer with PDL since 2014, and has over 45 years of experience as a registered pharmacist. He is the chair of the Victorian local advisory committee, of which he has been a member since 1987. John has practised as a consultant pharmacist accredited with AACP, as a locum pharmacist and manager, a mentor in Tasmania and Victoria and was also a pharmacy owner for 27 years. John enjoys supporting PDL pharmacist members who may be dealing with a confronting or difficult situation and reassuring them to keep things in perspective if they have made an error or received a complaint against them.



Kay Dunkley is passionate about the health and well-being of health professionals.  After forging a career based in hospital pharmacy, Kay has over the years also been involved in roles providing services which support pharmacists and other health professionals.  These roles have included working for the Pharmaceutical Society of Australia (Victorian Branch), the Victorian Drug Usage Advisory Committee (VDUAC), the Victorian Medicines Advisory Committee (VMAC) and the Victorian Therapeutics Advisory Group (VicTAG). 

Currently Kay is the Executive Officer of the Pharmacists’ Support Service (PSS). This role has led to employment by AMA Victoria to establish and coordinate their Peer Support Service for doctors and medical students which is based on the PSS model.  At AMA Victoria Kay also coordinates the Peer Visitor Program matching elderly isolated doctors with volunteer visitors who are medical students or doctors.  In addition she shares the role of coordinating the doctor in training mentoring program at AMA Victoria.

Webinar brought to you by the AJP, PDL and Pharmacists’ Support Services.


 Missed the recent webinar ‘How to manage difficult conversations in pharmacy’? Watch it here.


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