The secret to their success lies in the relationships they’ve thoughtfully cultivated. Many staff members have been with the pharmacy for decades. Their genuine concern for patients—addressing them by name and inquiring about their well-being—creates a welcoming atmosphere built on trust and compassion. “We are hands-on,” says pharmacy clerk Al Hildreth. “We’re almost like a mom-and-pop here.”

A relatively new team member, Sarah Janine Gendi, Pharm.D., says her goal as pharmacy manager is to maintain and strengthen these connections and ensure that patient care remains a top priority. “The patients really love my techs and my clerks here; they’ve been here for over 20 years,” Dr. Gendi says. “I’m just trying to keep that going and make sure that we keep those relationships strong.”

Along with Dr. Gendi and Hildreth, the team at Ralph’s #280 includes staff pharmacist Aparajitha Grandhi, R.Ph., technician Omar Martinez, and clerk James Hanlon. 

Together, the team strives to help their patients save on prescriptions. Savings options, like the SingleCare discount card, play a significant role in providing financial relief, especially for those navigating the challenges of Medicare gaps, Dr. Gendi says. Their commitment to patient support, coupled with the availability of discounts, lightens the financial load for community members facing economic hardships.

“Oftentimes there are people who come in who have limited grasp of how pharmacies or insurance work, and they’re very frustrated because they don’t understand what’s going on,” says Martinez, who has worked for Ralph’s in pharmacy since 1999. “Our patients don’t always have people to help them. When they feel like we’re taking care of them, they appreciate it a lot.” 

Their customers agree, saying that Ralphs #280 stands out for investing time and care in their patients. The team’s dedication to providing guidance and support to their community is why they were named a 2023 Best of the Best Pharmacy Award winner. In light of that, Dr. Gendi, Hildreth, and Martinez spoke with us about what drives their team to excel in service.

What do you enjoy most about your pharmacy location?

Sarah Janine Gendi, Pharm.D. (pharmacy manager): At my previous pharmacy, it was sort of just fill, fill, fill. We’d get you in and out, and that’s it. It was easy to get burnt out. Being here at Ralph’s has definitely changed that. Here, I get the chance to talk to patients about their medications. I have the time to actually go out into the store and consult patients and show them whatever it is that they need to get.

There’s always the crazy hustle and bustle of a retail pharmacy, but I feel like I’m able to do my job as a pharmacist. My techs and my clerks are able to do their jobs and really work with the patients and with insurers. 

Al Hildreth (pharmacy clerk): I like that I’m always learning new things, and we have a good rapport with the customers. The relationships with the people I work with are also important.

How would you describe the team dynamic?

Hildreth: Everybody pulls their weight, everybody’s eager to do their best, and nobody has any attitude. Everybody’s willing to help. In some places you go, you feel embarrassed to ask questions, but everybody here is knowledgeable, helpful, and customer service-oriented. 

Omar Martinez (pharmacy technician): We all fill in any gaps that need to be filled. There are times when, if someone needs to pick up the phone, they’ll pick up the phone regardless of their position. If someone’s at the window and you’re on the phone, even though you’re covering the window, they’ll step in and help you for a moment because they see that you’re busy. 

How does your team put patient care first?

Martinez: You want to get to the point with patients where they can trust you. Oftentimes they don’t understand how all of a sudden insurance companies may stop covering something—like when the insurance policy is changed from one calendar year to the next. Now their medications need to be changed, and they’re frustrated. We take the time to explain this to them so that they fully understand and they don’t feel like we’re just rushing them out of the store.

Dr. Gendi: Our staff has done a good job of building up personal relationships. They’ve known these patients for years and years and years. They ask the patients they know, “Oh, hey, how’s the family?” They know each person and what’s going on in their life.

Even when we do get new patients, they make it a point to make a personal connection and let the patients know that, “Hey, we are looking out for you and our job is to make the patient a number one priority.” 

Both are really important, and I’m trying to keep that the standard with our patients.

What do you all do to help customers save on their medications? 

Hildreth: Not too long ago, we had a customer who was getting a few inhalers and their insurance didn’t cover it, so I said, “Well, I can try to offer you the discount card we have.” They said, “Really, would you do that?” I said, “Yeah, let’s just see how much it would be discounted.” The discount brought it down to a really good price, and they were so happy because they really needed this medication.

Dr. Gendi: We’ll do anything we can because the price of the medicine is one of the biggest barriers to patients picking up their medicine and making sure that they actually take it. When we can help with savings, I know that my patients are going home safely with the correct medicines and at a good price.