As a pharmacist in the heart of rural Kentucky, Beth McConnell, Pharm.D., has made an indelible mark on her patients’ lives. Dr. McConnell’s commitment to her patients goes beyond the ordinary. She views her role as a pharmacist as more than just a person dispensing medications; it’s about forging personal connections and making a positive impact on their lives.

“I firmly believe that treating our customers like family is the best approach,” Dr. McConnell says. “I genuinely find satisfaction in seeing people happy. It’s just what I believe I should do as a pharmacist.”

The first in her family to graduate from college, Dr. McConnell worked full time as a pharmacy technician while pursuing her bachelor’s degree in biology. “I loved the interactions I had with people and being able to help them,” she recalls. 

Although Dr. McConnell enjoyed her work, she planned to become a biology teacher, but a pivotal moment at work changed her career trajectory. “The pharmacist told me, ‘You should really consider going to pharmacy school,’” Dr. McConnell says. She took the advice to heart and embarked on a new path, eventually earning her doctorate in pharmacy. 

Now, after 15 years at the same retail location, Walmart #0739 in Middlesboro, Dr. McConnell is proud to have built long relationships with her customers. “I’ve seen babies grow up to be teenagers, and I’ve seen teenagers that have grown up to have kids of their own,” she says. In return, her customers praise her caring approach and her friendly demeanor.

For all these reasons, she was named a 2023 Best of the Best award winner. Here, we spoke with Dr. McConnell about her commitment to her patients and career.

What drives you to go above and beyond for your customers?

I thoroughly enjoy listening to and engaging in conversations with them. I’m always prepared to assist them with their needs. They can reach out to me, knowing they’ll have someone to talk to, whether it’s about a medical issue or a personal matter. 

What’s the most rewarding aspect of being a pharmacist?

What I appreciate the most about this profession is the opportunity to establish these personal connections with patients. In most cases, when you visit a doctor’s office, you’re quickly in and out, with limited time for discussion. That’s where a pharmacist comes in: We explain medications, their functions, and their intended use to ensure patients fully understand. 

Pharmacists also have the privilege of building ongoing relationships. We see patients regularly, either every month or every three months, which allows us to track their progress and assess how the medications are impacting their lives. 

The most rewarding part is when someone returns to thank you for your assistance or acknowledges you for being a good pharmacist. It truly makes all the difficult days worthwhile.

Can you share an example of a customer acknowledging the impact you have as a pharmacist?

We had a gentleman whose wife was frequently in and out of the hospital and nursing home. We took excellent care of him. Everyone in the pharmacy, including the technicians, always recognized him by name and knew what he needed, including over-the-counter items. 

We also regularly checked in on him and his well-being because being a caregiver is undoubtedly challenging, and many people overlook the caregiver’s role. We wanted to ensure he was doing okay.

Fortunately, his wife eventually improved and returned home with him. He gave us a heartfelt card thanking all of us, expressing that she wouldn’t have been able to leave the nursing home without our help. 

What is one way you try to help educate customers about their medications?

There are a lot of people who come in with steroid prescriptions; instead of it just being a straightforward regimen, it’s a crazy one where it’s three tablets today, two tablets tomorrow, etc. For older patients, we take the time to set up alerts on their phones so that they’ll have reminders of how many they’re supposed to take each day. Or sometimes we’ll even print out a calendar and mark it with how many they’re supposed to take—that way they’re able to see it and be aware that they’re not just supposed to take one a day like a normal medication.

Are there any challenges in serving a rural community?

I’m not sure if I would call it a challenge, but I believe the most significant difference for pharmacies in rural communities is that patients do rely on us quite a bit more than in a major city. We are more accessible to them. Our customers tend to visit us first and then make a decision about whether they need to see a doctor, visit urgent care, or go to the ER. As a result, we have a lot of patients who have built a relationship with us and often approach us with questions like, “Hey, my ear hurts. Should I do this or this?” or “I have this weird rash. What should I do?”

What’s the most significant change you’ve witnessed in the pharmacy industry?

We are becoming more involved in a hands-on approach to patient care. In fact, we have reached a point where we can conduct tests and provide treatment to patients. For instance, in 12 states (including Kentucky), Walmart pharmacists can perform a strep test, and if it’s positive, we can write them a prescription and fill it for them. 

I am also pursuing a functional medicine certification, which will provide me with a better understanding of the root cause of diagnosis for a patient and will lead to better treatment options. It helps to be able to see the patient as a whole and start them on a more personalized treatment plan, which can lead to better outcomes for the patient.

What does winning this award mean to you?

I’m genuinely surprised by it, to be honest. It makes me feel incredibly honored that my hard work is appreciated. I make it a point to ensure everyone feels welcome at our pharmacy, so I am deeply touched that someone would even think of nominating me.