Interpersonal relationships and emotional maturity comprise the second domain of professionalism.

No matter how knowledgeable or skilful the individual may be, failure to communicate properly with others, work effectively in teams, recognise the abilities and contribution of others or just being awkward can all militate against the high standards of compassionate care that we aspire to. Conventional IQ, or being bright and intelligent, is clearly part of every pharmacist’s DNA. However, emotional intelligence is the magic ingredient and rightly regarded as the difference between high performers and those who are just average.

In his book Emotional Intelligence: Why It Can Matter More Than IQ, Daniel Goleman says: “If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far.”

As part of your ongoing reading, review some of the literature on emotional intelligence.

Maintaining professional boundaries

Professional boundaries are the spaces between the health professional’s power and the patient’s vulnerability. The power of the pharmacist comes from their professional position and their access to expert knowledge, restricted products and sensitive personal information. The difference in personal information the pharmacist knows about the patient versus personal information the patient knows about the pharmacist adds to the imbalance in the pharmacist–patient relationship, and it is important to appreciate the vulnerability of the patient in these situations.

Pharmacists should make every effort to respect this power imbalance and ensure a patient-centred approach to the relationship.

The General Pharmaceutical Council has published clear guidance on maintaining appropriate boundaries (see pharmacyregulation.org). It clearly states that when healthcare professionals cross professional boundaries, the results for patients can be serious and can cause lasting harm. It can also damage public trust and confidence in the pharmacy profession and other healthcare professions.

Patients must be able to trust that you will act in their best interests. For example, if you were sexually or inappropriately involved with a vulnerable patient, your professional judgement could be affected and may affect the decisions that you make about their healthcare.

Consistency and reliability of practice

All health professionals make mistakes. If infallibility is unattainable, when is it right to raise concerns about standards of practice? Is it just a question of the error count? Or does the issue require judgement, depending on the degree of risk, the foreseeability of potential harm and the degree of care taken? The practical reality is probably a combination of all of the above.

Certainly, the consistent expression of expert knowledge, skill, a good character and good health will all underpin the ability to consistently practice pharmacy.

Reflection and learning

Reflection and continual learning throughout a professional career are critical components in every healthcare professional’s armoury.

Engagement in systematic CPD enables pharmacists and pharmacy technicians to develop in their roles and to demonstrate that they are competent in their area(s) of practice. It is not just about participating in continuing education, but is an ongoing process of reflection, planning, action and evaluation.

All pharmacists and pharmacy technicians must undertake and record CPD as a condition of their registration with the GPhC .

Commitment to care

When you look up the definition of commitment, you’ll see it concerns a pledge or a promise: an obligation to something. In fact, I prefer to define commitment as dedication.

Whatever area or sector you are in, pharmacy is not a career you can or should embark on unless you are dedicated to it. There is an everyday challenge of providing a service where your actions directly affect a person’s life.

This is both rewarding and challenging, and particularly so now, for various reasons, but the opportunity to provide compassionate, highquality care and to use your knowledge and skills for the benefit of others is both a calling and a rare privilege.

Professionalism does extend in some respects into an individual’s private behaviour. Obvious examples here are drug taking and violent behaviour, but there are lots of grey areas, including contributing inappropriate comments on social networking sites.

Personal beliefs are also important here. For example, should pharmacists keep their personal beliefs to themselves during working hours? The GPhC has been consulting on new guidance about the expression of personal, religious and moral beliefs. Take the opportunity to review the guidance that appears on the regulator’s website.