Elephants and Tea - Walgreens Special Edition - 17

Walgreens Feel More Like You®
Q&A WITH THE EXPERTS
*
" Partnering with the pharmacy is
incredibly important for our beauty
and wellness consultants. "
- CAROL HERRERA
and wellness consultants attend with me
so that we can have individualized conversations
around our program with the
attendees, as well as share skincare tips
and samples, and complete mini makeover
consultations for the attendees.
MR: We offer a unique service that helps
you feel and look more like yourself during
and after cancer treatment. We support
outside groups and community events
as well as in store. We can bring the best
product solutions and tips to help with
the visual changes to support concerns.
In addition, we have the support of a
pharmacist, normally a specialty oncology
pharmacist, in attendance to respond
to any questions that arise that deal with
clinical needs or side effects.
How does the beauty and wellness
consultant partner with the pharmacy
team to support their cancer patients?
CH: Partnering with the pharmacy is
incredibly important for our beauty
and wellness consultants. Often our
regular customers will build very trusting
relationships with our beauty and wellness
consultants. That relationship sometimes
results in customers confiding in them. I
tell my beauty and wellness consultants
that while they can lend an ear to listen
and be a source of comfort, we should
not be answering specific health-related
questions about medications or side
effects. The beauty and wellness consultant
should introduce and complete a warm
transfer to the pharmacist who can answer
their questions and assist them with any
pharmacy-related issues. Sometimes a
customer may find it comforting to have
that trusted relationship with the beauty
and wellness consultant be the conduit
between beauty and pharmacy. There
can be a situation reversal where the
pharmacist can reach out to the beauty
and wellness consultant as well. We have
customers who may ask the pharmacist
beauty-related questions such as what
skincare to use. If there is a cohesive
relationship between pharmacy and
beauty, the pharmacist can complete a
warm transfer over to the beauty and
wellness consultant to have a more indepth
conversation around beauty and
personal care products. The relationship
should be a two-way street.
MR: We always partner and bring a pharmacist
to support groups, both live and
virtual, to provide the best patient experience.
They have regular touchpoints to
discuss clinical support, how beauty and
wellness consultants can support pharmacists,
and how pharmacists can collaborate
with the experts we have in place. If the
beauty and wellness consultant has a customer
ask about side effects, medications,
or skin conditions, they ask the customer if
they would like to talk to their pharmacist.
The pharmacist can then have the patient
visit the beauty and wellness consultant
again for any over-the-counter products
they may recommend.
Trained pharmacists can provide tips or
over-the-counter products to help relieve
symptoms that include:
* Occasional nausea and vomiting
* Skin rash
Service
Increased fatigue
* Mouth sores and dry mouth
From a beauty and wellness perspective,
what are some things you supported
externally with Feel More Like You®?
(e.g., at hospital groups?)
CH: I have supported Feel More Like You
events within the state of Florida and
Georgia. I have helped arrange for beauty
and wellness consultants to work out of
the Walgreens pharmacy, located inside
Baptist MD Anderson Hospital in Jacksonville
to complete mini makeovers on
their cancer patients. Often the focus was
brow application. However, the interactions
could be consultations on skincare
or even full makeup routines. Recently, I
have completed several Feel More Like You
service virtual sessions with our pharmacy
teams at multiple hospitals in Georgia.
The virtual sessions are focused around
makeup application, but we will also discuss
skincare as a portion of the session
as well. Finally, throughout the year, I
will have beauty and wellness consultants
attend Susan G. Komen and Leukemia &
Lymphoma Society events with me. We
bring samples and brochures that detail
our Feel More Like You service program.
We also have conversations with attendees
about the services we offer at Walgreens.
What are some good skincare tips for
someone undergoing cancer treatment?
CH: Over time, as our Feel More Like You
service has grown and evolved, we have
learned that a customer who is undergoing
treatment may not need to change any
of their skincare regimen. If their existing
skincare routine is causing no side effects,
there is no need to purchase new products.
However, if they have developed adverse
reactions to what they had been using, the
beauty and wellness consultants can suggest
many new skincare products, such as items
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