Speak Up Month 2024: GPhC chief urges pharmacy owners to listen to their teams’ concerns

It is essential for pharmacists and pharmacy team members to speak up, and for managers and leaders to listen carefully to their concerns

Duncan Rudkin, chief executive and registrar of the General Pharmaceutical Council (GPhC), has underscored the importance of listening in pharmacy practice, which is crucial for fostering a culture where professionals feel empowered to speak up.

Rudkin, who is taking part in this year's Speak Up Month, believes that speaking up and listening are essential for ensuring quality care and patient safety.

In a video message, he says: “Pharmacists, pharmacy technicians, pharmacy team members are working hard to provide care that's person-centered, inclusive, safe and effective to patients and members of the public.

“Speaking up about anything that's getting in the way of this is a core part of pharmacy professional practice.”

He emphasises that while it's important for professionals to voice their concerns, it is equally vital for managers and leaders to listen and act upon this feedback.

“We know that the quality of care that people receive is improved and safer when professionals learn from feedback and organisations and that involves speaking out, listening and then acting.”

“It is essential that those in leadership positions listen carefully to concerns when they're raised,” he adds.

Rudkin encourages pharmacy owners to empower their teams to provide feedback and to raise concerns, which is “an important part of creating the right professional environment.”

He further stresses that the skill of listening is an “essential part of leadership”, and that it also involves “thinking about our own biases and what we bring to the act of listening.”

He encourages everyone in the pharmacy sector to be open—speak up, listen up, and take action where necessary.

Duncan explains that speaking up and listening is a dynamic, two-way activity that involves working together, reflecting, learning, and acting to keep patients and the team safe.

Every year in October, the National Guardian’s Office celebrates Speak Up Month to raise awareness of Freedom to Speak Up and make speaking up business as usual for everyone.

This year’s theme, ‘Listen Up,’ highlights the power of listening and how it helps build confidence in people to speak up.

Leaders at all levels are encouraged to foster a Speak Up, Listen Up, Follow Up culture within their teams and organisations.