Empathy and care

Moving good practice to excellent practice.

When Edmonton pharmacist Manju Nagra comes to work each day, she does so with a smile on her face. Why? Because Manju sees those who visit the pharmacy as not just her patients, but as people.

“I truly love my patients,” said Manju, adding that most of her patients are regular visitors to the pharmacy, and she knows virtually all of them on a first-name basis. She loves the fact they put so much trust in her.

“A lot of them phone us to get another opinion after seeing their doctor,” she said. “You can make a difference. And we have a good relationship with our physicians. A lot of doctors call us for our suggestions. They refer patients to us. That is really rewarding.”

Manju believes people trust her because she genuinely cares about everyone who approaches the pharmacy counter.

“People don’t come to see me because they’re feeling well,” she said. “If I can give them that extra compassion and empathy, and just listen, that makes a big difference. Most people would be somewhere else if they could—they don’t come to the pharmacy by choice. If you don’t care about them, it gives them one extra stress they don’t need.”

Manju believes her instinct to care about others comes from growing up with her grandparents. It’s in her nature. She also believes that truly caring about others is something that can’t be taught.

“I don’t know how you can teach someone to have emotions or feelings,” said Manju. “You can teach someone to say the right things, but it doesn’t quite have the same effect if it’s not genuine.”

There is a downside to caring. Once you become close to someone, you can care too much, which makes the hard times even harder.

“I cry a lot when patients pass away,” she said. “I’ve probably been to 15 funerals of patients. Sometimes you get too attached. But it’s better than not being attached at all.”