How would your current manager describe you?

"I'm not currently employed, but I would say my most recent instructor in my program would describe me as responsible, professional, goal-oriented, and driven to succeed. I never missed class or was late; whenever we had assignments, mine were always turned in on time and with my best effort. I set very high standards for myself and ended up finishing near the top of my class in grades and performance."

The interviewer at the NHS is trying to learn more about how you feel you fit into your current company's culture and your sense of self-awareness. Take a moment to reflect on the feedback you've received from current or past managers and what areas you have received praise or recognition for in the past. Consider traits and characteristics that your potential new employer might find appealing, for example, a team player, detail-oriented, reliable, honest, etc., and share those positive attributes in your response.

"In past annual reviews, I was consistently rated high in being team-oriented. I'm always willing to do what it takes to get the job done and for me and my team to be successful. No task is below me, and I believe in supporting everyone in order to support the greater goals of the organisation. Even though I was not in a leadership role, in my last position, I volunteered to serve as a "peer guide mentor," and spent time weekly with new hires helping them navigate through onboarding and getting acclimated and trained."

How do you handle the stress of working in such a fast-paced environment?

"I believe time management will be key to being successful in this role and reducing stress. For example, I would strive to learn the patterns of the pharmacy, and if there was a big rush at certain times of the day, I would try to get certain tasks done in the morning so that I could focus and be prepared for that rush. I plan to observe other technicians and learn from their techniques and strategies to multi-task and manage the workload as well. At home, I practice self-care, ensuring I attend my medical appointments, eat healthily, exercise, and get plenty of sleep, which will also help reduce stress."

Being a pharmacy technician at the NHS can be a very demanding job. Often, you're required to carry out various tasks and move back and forth between stations or duties throughout a shift. For example, you could assist with the prescription drop-off window, answer phones, interact with customers or patients, manage inventory, work the pick-up window, or even run the check-out. Provide the interviewer with strategies or techniques you use to handle the stress of the job and avoid complaining about your current company or coworkers in your answer.

"Working in a pharmacy is fast-paced and can be stressful at times. Over the years, I've found a few strategies to help me multi-task and handle the stress of the job. Each day, I evaluate what tasks are routine, non-urgent, and time-sensitive so that I can map out my day. I try to be proactive and work ahead where possible, and while I work on one task at a time, I can alternate between them to keep things moving. I also make sure I take my meal breaks each day so that I can keep my energy level up and also decompress for a few minutes. During my days off, I engage in hobbies and activities that I enjoy to lower my stress levels and help me recharge."

AT NHS, we're committed to working together for patients and it's part of our core value system. As a pharmacy technician, how will you promote a culture of teamwork and collaboration?

"Working in a pharmacy requires all members behind the counter to communicate frequently and work together to achieve common goals. As a new technician, I know I will have much to learn, so I'll keep an open mind and be receptive to information and feedback as I support the team. I'll communicate effectively by actively listening, repeating back instructions, and asking questions when necessary. I will bring a positive attitude to work every day, so that the work environment is enjoyable for others and will contribute to improved team morale and cohesion."

The NHS leadership team promotes collaboration and teamwork as core values. As a pharmacy technician on the team, you will work alongside other techs, pharmacists, cashiers, and other clinical care providers. When healthcare team members work together for the good of their patients, the quality of care and outcomes improve significantly. Think about ways you support other staff. Describe how you promote teamwork and collaboration in the workplace and support these core values.

"I know one of the core values of the NHS is working together for patients as they come first in everything you do. I closely align with this value and will live that out through collaboration and teamwork in the pharmacy. I'm very flexible and am willing to work any station or duties necessary to support the team. I'm always communicating with the team to see how others are feeling, and if they are overwhelmed, I try to help as best I can. If we have new team members, I'm happy to jump in and mentor them and help get them up to speed as part of our team."

What are some qualities you feel all people working in customer service should possess?

"I would say the three most critical qualities in customer service are communication, empathy, and professionalism. It's essential to be able to communicate with customers, whether it's answering their questions, providing education, advice, or instructions, or sharing important updates. Empathy is important because each customer is probably going through something that is causing them stress from an illness or pain, so seeing their perspective and not taking their frustrations personally is important. Lastly, in this role, you must remain professional, regardless of how a customer acts. That means keeping a positive attitude, speaking respectfully and politely, and being compassionate."

The NHS exists to serve the citizens by providing compassionate, quality care. As a pharmacy technician, you will likely interact with pharmacists, general practitioners, patients, and the general public on a regular basis, so you must possess strong interpersonal, communication, and customer service skills. Describe some of the specific soft skills that you feel are important for a pharmacy technician to possess and be successful in the role.

"I think one of the most important skills to possess is compassion for others. It's critical that you can empathize with a patient who is in pain or not feeling well and who may not be treating you as kindly as you'd like to be treated. As a pharmacy technician, you can't take that personally and must always maintain professionalism and kindness. Next, I would say attention to detail is important as you answer the phone, take messages, process electronic transactions, and communicate with the customer or patient. Lastly, the ability to communicate effectively by actively listening and relaying your message to the customer in a way that they understand is also critical."

What makes you the best candidate for this role?

"During my apprenticeship, I often received feedback that I work well with others, communicate effectively, and support others on the team so that we operate smoothly as a multi-disciplinary team. I enjoy working with the public, and I would describe myself as a people person who is able to build and maintain relationships with others. As a new graduate, I'm eager to find my first position and contribute to a team that makes a difference in the lives of others."

Pharmacy Technicians must possess many technical, interpersonal, and soft skills to be effective and successful in their role within the NHS. Review the job description and note keywords like must be able to communicate and connect with others, able to prioritize and multi-task, work well under pressure, etc., to give you an idea of the specific characteristics or skills the interviewer is looking for. In your response, provide a mix of the value you bring to the team through your technical skills, personality, experiences, and soft skills.

"Over the years, I've been able to demonstrate my ability to work effectively with colleagues and the public, work with accuracy and minimal errors, and lead and mentor others in an informal leadership capacity. I take pride in always passing our audits, achieving 98% or above each time for the last year. Strong attention to detail is a strong suit of mine, and no matter which position I'm working in the pharmacy, I utilize that skillset. In my most recent appraisal, these are all areas that my manager felt I exceeded expectations, and I would bring those skills to your team as well."

Are you comfortable working on a computer several hours a day?

"I'm very comfortable using a computer several hours a day and have done so in my personal life and while attending my training. I do not have any formal experience using specific healthcare software and platforms, but I'm proficient in Windows, Google, Microsoft, etc. I love learning by watching videos, reading blogs, visiting websites, and consulting with other colleagues. I learn new things quickly and would be more than willing to learn the software required to be successful in the role."

As a pharmacy technician at the NHS, you may be required to use a computer for several hours each shift. The interviewer wants to ensure that you understand that as a requirement of the job and that you are competent to do so. Share with the interviewer how you feel about using the computer so frequently, and add any additional skills you have that may relate to typing or using certain computer software, systems, or platforms.

"Working on a computer several hours a day is something I'm accustomed to. In my current job, I use the computer as part of the prescription intake process, processing, and cash-out. I'm also familiar and proficient with pharmacy software like SeilERP Softworld and Winpharm. I'm a quick learner and have no doubt that I would be able to learn the required platforms and software needed for this role within the NHS."

What are some conflict resolution techniques you use as a pharmacy technician?

"I understand that customers may be unhappy for a number of reasons. For example, they could be frustrated with the wait time to pick up their prescription, upset at the change of a prescription or dosage, or have an error or issue with their account. It's first important to understand the problem and then work to get to the root cause of it. I would first seek to understand the details of the situation and actively listen not only to comprehend the issue better but also to pick up on any key factors that may be causing the issue. I would demonstrate patience, genuine interest in assisting the customer during the process, and empathy for the situation. Remaining calm, even under pressure, would be important as I worked to find a resolution. As a new pharmacy technician, I acknowledge that I may not have the direct knowledge to assist, so I would be honest if I needed to get additional support. I would call for a more experienced technician or my manager to assist in the problem-solving and resolution as I observed."

Pharmacy technicians could be the face of customer service in certain roles at the NHS, and at times, the public can be difficult to work with. Hundreds of transactions are completed each week, so it's likely that a customer will be upset or frustrated at some point. The interviewer is discovering how you handle conflict and stress in these situations. Describe ways you deal with an upset customer and how you work to problem-solve when there is an issue.

"In my experience as a pharmacy technician, I have had a handful of customers come into the community pharmacy upset about an issue. I'm typically the first person they see, so I immediately acknowledge their distress and assure them that I'm there to help. I first actively listen to their concern or complaint to be sure I understand what the problem is and what resolution they are seeking. I remain positive and never allow the customer's behaviour to dictate my response. If we are at fault for the issue, I apologize and take ownership, and reassure them of my commitment to resolving the issue. I will use my available resources to resolve an issue, and if I cannot, I will give them the appropriate contact information to take with them. If I do this, I will call them the next day to check in on the situation and ensure it was resolved."

What are some common medications used to treat high cholesterol?

"During my training, I learned a lot about medications that lower cholesterol, which work by blocking a substance your body needs to make cholesterol. Crestor, Livalo, Altoprev, and Lescol XL are all medications that I have learned about and feel like I have a solid knowledge base of."

This question is to test your general knowledge of medications used to treat a certain condition like high cholesterol. Describe your experience working with these types of medications, offer the interviewer a fact or brief bit of knowledge or insight about them, and then provide a couple of medication names you are familiar with. If you don't have formal experience working as a pharmacy technician, you can speak to what you've learned about them in your training and education.

"At the pharmacy where I currently work, we frequently fill prescriptions, also known as statins, to lower cholesterol. These medications also actually lower the risk of heart disease and stroke as well. Examples of cholesterol-lowering medications include Lipitor, Pravachol, and Zocor."

How do you protect confidential or sensitive information?

"Throughout my training, we frequently discussed the importance of protecting patient information in the workplace. I would frequently verify the patient's address, phone number, and email to ensure all communication went to the right person. I would also make sure that I kept patient information private by not gossiping with other coworkers or sharing information with friends or family when I returned home from work. Lastly, I would ensure patients signed all appropriate privacy and consent forms as needed."

Respect and dignity are two core values at the NHS and greatly pertain to your work as a pharmacy technician. All employees at the NHS must be knowledgeable about when and how to protect sensitive or private information. Consider the amount of customers you could work with each day, and chances are you might fill a prescription for someone you know in the community. Demonstrate your understanding of the importance of protecting patient information in the workplace and consider ways you ensure patient information is not left in public places or stored inappropriately. Perhaps you speak in a lower voice when relaying confidential information so other customers in line don't overhear, or maybe you lock your computer when you leave your workstation. When responding, give an overview of your experience in healthcare protecting this type of data and examples of ways you ensure patient information is safe.

"As a pharmacy technician, I work with confidential patient information all day, so I must make every effort to keep it secure. One way is that I make sure anytime we throw away old prescription bottles or other related items with a patient name, date of birth, etc. that the label is destroyed or blacked out so that if someone went through the skip out back, they would not be able to read that information. I also make sure that anytime I walk away from my computer, it's locked and secure. Additionally, I try to keep a lower tone of voice when speaking with a patient about a condition or medication that might be personal, so others do not hear and they do not feel embarrassed."

How would you rate your knowledge of medical terminology?

"On a scale of 1-5, I would rate my knowledge of medical terminology at a 3. I didn't grow up with anyone in my family working in healthcare, so I've had to learn quickly through my training and self-study. I feel I have a strong foundation of knowledge, and I love to learn, so I'm quick to research a term or medication if I'm not familiar; that way, I can commit it to memory for future use. I listen to healthcare-related podcasts, so I think between those and listening to my colleagues, I will pick things up quickly."

A thorough understanding of medical terminology will make you a more desirable candidate when applying for the pharmacy technician role with the NHS. Speak about your knowledge and experience in this area and any courses or classes you may have taken. If you lack skills in this area, demonstrate to the interviewer your willingness to learn and your ability to self-help and learn new information quickly.

"On a scale of 1-5, I would rate my knowledge of medical terminology a 4.5. I have worked in a pharmacy for ten years in a hospital and community setting, so I've built an extensive vocabulary and a thorough understanding of medical terms, acronyms, medication names, etc. On the rare occasion I do not recognize a word or acronym, I'm quick to look it up on the internet or in the medical dictionary I keep by my computer."

How do you ensure accuracy in the work that you do?

"During my training, we learned about the importance of being detail-oriented and ensuring accuracy in everything we do. It starts with double-checking patient identifiers, collecting accurate information upon prescription drop off, and being detail oriented when entering new prescriptions. For example, if there are medications with similar names, you must take the extra time to check and ensure you've read it correctly and put the correct name in the system. You must also pay attention to system alerts regarding medication interactions, allergies, and other information that could impact your patient."

Pharmacy technician roles at the NHS require the employee to be detail-oriented, and even the most minor mistakes could have a significant and negative impact on patients and the organisation. The interviewer is trying to discover more about how you focus on your work, avoid distractions, and how you deliver accurate and quality results when working with such critical information relating to medication distribution.

"Each day I come to work, I try to be as well-rested and focused as possible, leaving any personal cares or issues at home, so they do not distract me during my shift. I leave my phone in my purse as well so that it doesn't distract me. When working with prescriptions, I make sure that I'm taking the time to double-check patient names, dates of birth, and other critical information to ensure the right people are getting the right prescriptions. I keep my work area neat and tidy so that I can keep myself more organized, reducing the risk of errors."

As a pharmacy technician, how do you prevent errors in the workplace?

"In my job shadowing, I realized that a majority of errors can be prevented at the prescription drop-off station. Having a checklist of critical patient information that the technician should obtain from each patient is important. The date of birth should be written on every hard copy prescription, so the pharmacist has a second identifier readily available during verification. Allergies should also clearly be noted so that the pharmacist can look for issues that may potentially cause the patient harm.Another important lesson I learned was that computer-generated alerts should never be ignored. It is important that all alerts that involve medication interactions, allergies, duplications, and other clinical warnings should be relayed to the pharmacist as this will help prevent errors."

Pharmacy technicians play a major role in modern pharmacy practice and patient safety. To best protect patients, pharmacy technicians must strictly adhere to system-based processes and inform the pharmacist whenever they have questions or concerns. Consider the steps of the pharmacy process from prescription drop-off, order entry, filling/dispensing, and point of sale, and describe at least two ways that you prevent errors in the workplace.

"Many mix-ups occur during the filling and dispensing phase due to incorrectly reading a label. Physically separating drugs with look-alike labels and packaging can help reduce these types of errors. Using bar code technology, viewing scanned images of products and prescriptions by pharmacists, and other technology for verification in the production process will help reduce and prevent errors in this stage of the process.Additionally, errors may also occur with a correctly filled prescription if it is dispensed to a patient for whom it is not intended. These types of errors can be prevented by using a second identifier at the register, for example, a name and address or date of birth. I then check this against the information on the medication bottle."

What do you feel is the most challenging part of being a pharmacy technician? How do you navigate or overcome those challenges?

"As a junior pharmacy technician, I think the biggest challenge will be time management as I get into the rhythm of day-to-day tasks. Because a pharmacy tech can be required to answer phones, acknowledge customers in the facility, refill prescriptions, etc., it's critical to be strong at multi-tasking, remaining calm under pressure, and managing time effectively. I will overcome this challenge by maintaining communication with all other team members so that we know who is working on what priority, what tasks can be delegated or delayed, and who has the capacity to assist with certain tasks. Having a clear expectation of goals and priorities will also help overcome this challenge."

The role of a pharmacy technician is fast-paced and demanding. You may face a number of challenges, including working in a short-staffed facility, frequently interacting with the public and handling upset patients, staying up-to-date with new medications and their uses, constant focus and need for attention to detail, and competing priorities throughout the shift. Give a genuine answer about what you feel is challenging or would be challenging in the role and how you would navigate those challenges. Try to remain positive and avoid complaining in your answer.

"The biggest challenge that I've seen in recent years is the facility frequently being short-staffed. The pharmacy setting is fast-paced, and it's not uncommon to be overwhelmed with a full staff, so when even just one person calls in sick or has quit, and we don't backfill quickly, it causes great stress and burden on the rest of the staff. When we are enduring a staffing crisis, we come together as a team to keep morale up and to ensure we're supporting each other as best we can with the workload and providing proper breaks for each other. We may need to work extra hours in a shift to cover the workload, but working together as a team, collaborating, and communicating does help lighten the burden until we're fully staffed again. When we do hire new employees, we all welcome them and are supportive as they train and onboard so that we can increase the retention in the facility."

Have you ever called off work before?

"Since this is my first job, I do not have prior work history to share with you. I have held responsibilities in a volunteer capacity in the past and also attended school full-time, and I took those commitments seriously. I rarely missed class, and if I did, it was once or twice a year because I was not feeling well. In my volunteer role, I understood that anytime I would miss an event or project, it created a heavy burden for others, so I did not call out from my responsibilities."

The NHS relies on employees to be at work so that patient needs can be met through filling prescriptions and assisting with questions they may have. The interviewer wants to know that you are a reliable person and they will not have to find coverage for your shifts or face working short-staffed constantly. Discuss your commitment to your responsibilities and speak to times you've had to call out of work in the past. If you don't have work experience, think about times you've missed class, apprenticeships, or other volunteer responsibilities. No matter the situation, demonstrate that you handle these types of situations with professionalism.

"Good attendance is critical for all staff at the pharmacy, and anytime even just one member of the team is out, it places a heavy burden on others. I rarely miss work, and the times I have called out were when I was feeling sick or had a fever. If I am not feeling well, I notify my manager with as much advanced notice as possible so that my shift can be covered. I like to work and need to earn a living, so rest assured that I will be at work on time and when expected."

If offered the position, how soon would you be available to start?

"Since I recently completed my pharmacy technician training program, I'm eager to find my first job and get started right away. If offered this position, I could start as soon as my paperwork was processed. I don't have any upcoming travel or appointments planned, so I would be fully available to start and commit to training and onboarding."

Many healthcare facilities and pharmacies are short-staffed; if that is the case for the NHS, they are likely looking for someone who can start as soon as possible. If you plan to give your current employer a notice period, be honest about your availability to start so that you can have a conversation with the interviewer on whether that aligns with their timeline. If you can train on off-shifts, you could offer that as a way to start sooner.

"If I accepted a new position, I would need to give my current employer a two-week notice. After that notice period, I would be able to start with the NHS right away. Do you have any concerns about that time frame?"

What are some of your career goals?

"As a recent graduate, my main focus is finding a position within a reputable organisation where I can add value to patients and the team I work with. I am seeking stability as I start my career and feel that an organisation as large as the NHS can offer that stability along with training and development opportunities as well as opportunities for growth as I advance in my career."

The interviewer wants to understand your ambitions and desired career trajectory better. Respond with the ways that you would like to see your career flourish. If you aren't interested in eventually pursuing a management role, speak to how you want to grow and expand other skill sets or continue your education. If you have researched a specific career path or are interested in a particular leadership role within the NHS, express that area of interest in your response.

"I have been a pharmacy technician for nearly ten years. I feel like I've mastered the skills and abilities required for the role, and in the next 2-3 years, I would like to pursue a leadership role or even a mentor role. I enjoy working with new employees, especially new graduates, helping them acclimate to the environment and the day-to-day tasks of the job, so I feel that would be the next natural progression for me in my career."

How do you stay up to date on pharmacy related trends, changes and information?

"I plan to take my continuing education courses as required, but I want to use them as an opportunity to explore areas of interest in the field. For example, I'm passionate about working with the elderly, so I plan to pick up courses related to geriatric pharmacy and nutrition support pharmacy trends and topics. I also plan to join pharmacy technician forums and groups so that I can network with others and build relationships with other professionals as I begin my career."

The healthcare field, including pharmacology, is constantly evolving and changing, so it's important to stay current on new medications hitting the market along with changes to how medications are administered or new side effects to be aware of. While you may be required to complete formal continuing education or recertification credits, you may also stay up to speed by reading articles, listening to podcasts, subscribing to news articles, reading publications, or participating in workshops. To successfully answer this question, be prepared to discuss ways that you expand your knowledge and interests in the pharmacy space and how you educate yourself regularly.

"I have always had a passion for learning, so I truly enjoy following industry trends and staying current on all things pharmacy. I attend conferences not just to attend the continuing education sessions but to also meet industry thought leaders, network and build relationships with other pharmacy professionals and catch up on industry trends and innovation. I also subscribe to two pharmacy magazines called Pharma Times and Pharmafield, both have interesting articles on new medications and various other topics."

What interested you in becoming a pharmacy technician?

"When I was considering different career paths in secondary school, I explored various healthcare-related jobs. I found that the job market and demand for pharmacy techs were strong, that I would have many different opportunities in various settings, and I'd be able to work with a diverse population of customers. I was able to do so some job shadowing and quickly realized this was a career path I was interested in, and shortly after, I enrolled in University."

The interviewer wants to learn more about why you chose a career as a pharmacy technician. This question is very personal, so briefly give the interviewer some insight into what motivated you to pursue becoming a pharmacy technician after secondary school. Perhaps you had an impactful experience with a pharmacist or pharmacy technician in the past, and that interaction led to your decision, or maybe you have family or friends who have chosen that career path, and they inspired you. If you have a unique story that led to your decision, feel free to share that and give a meaningful answer that demonstrates your passion for the field.

"I have always been passionate about helping others, and while I was interested in healthcare, I knew I didn't have the stomach to be a nurse or doctor as I don't do well with the sight of blood. I explored some non-clinical healthcare careers in my youth and found that I was drawn to medicine. I knew that working in a pharmacy would allow me to explore this area of interest, help keep patients safe, help meet their healthcare needs and make a difference in patients' lives, especially when they weren't feeling well."

As a pharmacy technician, what does your typical day look like?

"I completed my apprenticeship in the hospital pharmacy. During my shift, I would deliver medications to nursing stations and make sure carts were adequately supplied with medications. I would also manage the inventory of automated dispensing machines and assist with monitoring the diversion of controlled substances. In reviewing the job description, I have experience in each of the areas mentioned and feel I could hit the ground running."

As a pharmacy technician, you could have experience working in a variety of settings including, GP practices, community pharmacies, care homes, prisons, etc. By asking this question, the interviewer is trying to better understand your experience and if it aligns with the duties you would perform in the position you're applying for. Read the job description carefully to pick up on keywords in the job duty section. In your response, describe the setting you work in and some of your daily responsibilities and tasks in your role and show the interviewer that you could make the transition seamlessly.

"I currently work in a community pharmacy, so my day is usually very busy and I'm multitasking to complete different priorities. I typically answer the phones, enter in new prescription requests, work the pick-up window and sometimes handle the check-out process. Throughout the day, I'm also assisting customers with questions, updating patient information in the computer, follow-up with general practitioner offices to gather information and process prescriptions."

Tell me about your education and experience.

"I recently graduated with a BTEC Level 4 Diploma in Pharmaceutical Science, and I possess a current registration as a Pharmacy Technician with the General Pharmaceutical Council. While I have not worked formally in a pharmaceutical setting before, I do have three years of work experience at a local retail store in customer service while I attended University. I feel a lot of the skills I gained in that experience will transfer well and help me to be successful in this role."

The interviewer may not have had a chance to review your CV, so be prepared to answer a question relating to your education and experience as a pharmacy technician. Give an overview of your education and certification(s), as well as how many years you have been a pharmacy technician and what settings you have worked in before. If you're a new graduate, give an overview of your education and any prior related experience that would add value to this role.

"I have been a pharmacy technician for ten years, and during that time, I have worked in various settings including a community pharmacy for two years, a care home for four years, and a prison for four years, which is also where I currently work. Out of secondary school, I completed a programme in Pharmaceutical Science and am registered with the General Pharmaceutical Council."

Do you have any experience working in a compounding pharmacy?

"While I do not have experience working in a compounding pharmacy, it has always been an area of interest for me. I did learn about it in my training, and I've done some of my own research to learn more. I know that a large part of the role requires the preparation of various sterile compounds, such as chemotherapy medications, and I'd love to be a part of such a significant process that helps those suffering from cancer. I'm a very quick learner and would love to train in this area of pharmacy."

Compounding pharmacies make drugs prescribed by doctors for specific patients with needs that can't be met by commercially available drugs. Your CV may list your experience, but the interviewer may not have read it or may want to dive further into your experience. Give an overview of your history working in a compounding pharmacy, including specific duties or responsibilities you carried out in that role.

"I have experience working at the hospital pharmacy where I provided oversight and management of regulatory requirements of sterile and non-sterile compounding in the facility. I would participate in annual media fill compounding assessments for all employees and would coordinate and conduct environmental testing and air sampling to ensure we were adhering to all standards. Because of my seniority, I would also conduct staff remediation and retraining as needed."

How would you respond if a customer asked you a question that you didn’t know the answer to?

"As a newer employee, I would have a lot to learn, so I'm sure I will run into a situation where I cannot immediately answer a customer's question. I would be honest with the customer and let them know that I needed to step away to find that information for them. It's important to give accurate information to customers, especially when it relates to their medications. I would never make up an answer and would try to self-help with my available resources, and if I could not locate the answer timely, I would reach out to a colleague or manager to assist."

As a pharmacy technician, you will likely run into a situation where you're unsure how to answer a customer. The interviewer wants to discover more about how you would react under pressure and when you lacked the knowledge necessary to answer a question. Demonstrate to the interviewer that you can acknowledge when you don't know something instead of making it up on the fly and commit to finding that answer and following up with the customer timely. Give an example of how you self-help and track down information or how you've found the appropriate person to ask. Telling a customer, "I don't know," or "that's not my department," or guessing the answer, especially regarding medication, is never appropriate, and the interviewer wants to learn more about your customer service skills and problem-solving approach.

"The customer experience is always my top priority, so if they asked a question to which I didn't know the answer, I would reassure them that I would find the answer for them and help them resolve the issue as quickly as possible. If I knew it would take me some time to track down the answer or information, I would ask them if they had time to hold while I looked, and if they didn't, I would take their information down and get back to them timely. Follow-up is also important to me, and if I committed to finding an answer and getting back to them, I would ensure that I did."

What would you do if you caught an employee stealing medication?

"This would be a serious situation that I would report to my supervisor or manager immediately. There is no excuse for theft, and this type of behaviour puts the patients, other staff, and the organisation in jeopardy, so I would not hesitate to report this right away."

Organisations like the NHS value honesty and integrity. This question allows the interviewer to discover more about your character, so think carefully about your answer, as it will leave a strong impression. They want to know that they are hiring a trustworthy and honest employee with the integrity to step in and do what's right, even when it's uncomfortable. Talk to the interviewer about the steps you would take if you caught a co-worker stealing.

"Unfortunately, I faced this situation a year ago at the pharmacy I currently work. I witnessed a coworker taking narcotics from the shelf, putting them in her purse, and documenting that the medication had been given to a customer. I immediately reported this to my manager on shift at the time, as it was a reportable incident. This is a dangerous situation that impacts patients because they are not getting the medications they are ordered to receive. I would never hesitate to report it again if I witnessed it."

How would you respond if you were asked to perform a task that you were not comfortable doing or not trained to do?

"As a new pharmacy technician, I realize I may encounter a situation where I'm asked to perform a task I don't know how to do or may not feel comfortable doing on my own just yet. I would first be honest that I don't have the experience or training to complete the task, but express that I would be willing to learn! I would ask if there was a colleague or supervisor to assist me. If it were an admin task, I would see if I could self-help and research how-to online through an article or video. I would never attempt something I didn't feel comfortable with my abilities to do so, especially if it could endanger a patient or cause the NHS harm."

This question is less about your actual skill set and more about your attitude and approach when faced with a situation like this. In your answer, demonstrate a positive attitude and willingness to learn, your ability to self-help, acknowledge and speak up when you need help or are uncertain about something, and your ability to problem-solve or seek guidance from another team member. It's also beneficial to reiterate that you would never attempt something you weren't trained to do that could jeopardize the safety of a patient or organisation.

"Occasionally, there may be an admin task I'm unsure how to complete because of new technology or a change in the process. In these cases, I would approach my manager or a peer I knew to be strong in this area and ask if I could shadow them or if they could take a minute to talk me through the step. I'm a quick learner, so if I'm shown something once, I usually catch on quickly and won't need additional support. I would never guess or "wing it" because that could cause serious harm to a patient. I would be honest and ask for assistance or additional training."

Tell me about a time you went above and beyond for a customer.

"During my apprenticeship, I met a customer who was chronically ill, and they were taking over ten medications a day, all at varying times. She lived alone, and I could tell that keeping her medications straight and when to take them was causing her a great deal of stress. She came in towards the end of my shift one day, and I asked her if she had a few moments to wait for me to get off work so that I could talk to her. I walked her through the store and helped her find tools like pill organizers with audio alerts and reminders so that she could get better organized. I stay in touch with her regularly and help her identify ways to assist her as I know that medication management can be very burdensome and I'm happy to help her any way I can."

The NHS is focused on providing exceptional patient care through customer service and the accuracy of services in the pharmacy. A question relating to your ability to go that extra mile for patients will likely come up in some form, so have an example ready to share with the interviewer. Perhaps a patient had a situation that required creative problem-solving and thinking outside the box, or maybe they faced a difficult situation that you supported them through.

"Each day, I try to deliver excellent customer service to all people I encounter, even if it's just a small gesture that will have an impact. For example, anytime I have an elderly patient come in or someone who is chronically ill, I make sure that they are familiar with all the benefits we offer that they would be eligible for, including automated refills and delivery services. When you aren't feeling well or can't drive, those services can relieve a significant burden for a patient, so I'm always looking for ways to improve their lives."

Tell me about a time you had a disagreement or conflict with a coworker. What was the situation and how did you resolve it?

"Before becoming a pharmacy technician, I worked as an associate in a retail store. I had a colleague who was very negative and constantly complained about other employees and management. It was affecting the team's morale, and others began joining in. I felt like I had a good relationship with this colleague, for the most part, so I asked him to have lunch together one day. I asked if I could provide them with some feedback, and they were open to it. I was gentle in my approach but honest with him about his impact on the team and the discomfort he was causing me when he talked negatively about other employees to me. I let him know that as a senior employee on the team, others look up to him and often follow his lead and attitude. I wasn't sure how he would take it, but I felt like I had to have an open conversation with him and give him an opportunity to self-reflect and change their behaviour before I escalated it to my manager. I feel like he genuinely had a blind spot with the behaviours and appreciated me coming to him one-off and having the courage to have the tough conversation. By talking about it openly and in a non-accusatory or confrontational way, it did improve our team, and he made the desired changes."

It's normal to experience conflict in the workplace, especially when working with people daily. At the NHS, you will likely work with other technicians, pharmacists, admin staff, etc., so you must have well-developed interpersonal skills. Give the interviewer an example of a time you experienced conflict in the workplace and describe the situation, how you approached it or addressed it, and what the outcome was. Refrain from speaking negatively about past coworkers and focus on the positives of the situation.

"I worked in a pharmacy in the past that was short-staffed and had just hired on two new pharmacy technicians. We didn't have a supervisor at the time, so things were very chaotic. There was some conflict between the pharmacy techs because no one knew what they were responsible for, and tasks were falling through the cracks and causing frustration. As the more senior technician, I asked if we could all sit down and talk about the workflow process so we could all get on the same page about who was responsible for what, how we could better communicate and work together to make the shift more seamless. I enjoy taking on a mentoring role, and I felt everyone had a lot of strengths to bring; we just had to regroup and set expectations so that each person knew their role in the pharmacy function. We were able to hold things together until they hired a supervisor for us a few weeks later."

You receive a prescription but cannot read the handwriting well. What do you do next?

"During my training, this was a topic of discussion. From my understanding, I would first let the patient know that the handwriting was unclear or undecipherable and that there may be a delay in filling it until we could verify with the provider's office. If the patient wanted to wait for the prescription, I would try to reach the provider's office as quickly as possible to verify the prescription. I would also make sure to follow up if I had not heard back from the office in a reasonable amount of time and keep the patient updated on the status either by phone call, email, or text alerts."

The interviewer is asking this question to better understand how you would work through this common problem in the pharmacy. Though most prescriptions are likely electronically transmitted, there may still be times you receive a prescription that is handwritten and illegible. If the patient's name, date of birth, address, etc. are not legible, you can ask the patient to verify that information, however, if you cannot read the details of the medication or the dosage, you will need to verify with the provider's office to ensure accuracy. Speak to the interviewer about your training or experience with these types of situations.

"From time to time, we do get a prescription that we are not able to read. I've worked in the same pharmacy for three years, so during that time, I've worked with many of the same providers repeatedly and have learned to decipher their handwriting. If ever I'm unsure, I will run it by the pharmacist as a second set of eyes, and if we cannot clearly determine the handwriting, I will call the provider's office to verify. We never want to guess and put the patient's safety at risk, so it's always best to verify."

If a patient comes in for a refill, but they have none remaining, what do you do?

"During my apprenticeship at the community pharmacy, we would have patients come in from time to time to get a refill, not realizing that they didn't have any remaining. I would first evaluate the type of prescription to determine how critical it was; for example, if it were for high blood pressure or diabetes, it would be very critical that we could get ahold of their doctor timely to get the prescription renewed as soon as possible. I would make sure that I had all their contact information and gather as many details as possible to help expedite the process for then. I would also communicate with the patient so they knew what to expect in the process, how long it might take, and how to make sure they did not run out again in the future."

This situational question allows the interviewer to better understand how you interact with patients and how you would solve a problem that you may encounter frequently as a pharmacy technician. Walk the interviewer through the process you would follow as far as gathering information and contacting the appropriate provider to help them renew the prescription as quickly as possible. Soft skills, like communication and compassion, can also be demonstrated effectively in your response by describing how you would interact with the patient in the process.

"It frequently happens that a patient calls in or comes in for a refill, and they have none remaining. It can be very stressful for patients, so I always reassure them that I'm there to help and we will get it figured out as quickly as possible. I let them know that we will have to call their general practitioner to get the prescription renewed, and I give them a time frame of when to expect that to be done. I will also ask if they are completely out of their medication or if they have a couple of days left so that I know how urgent it is to get a response from the doctor's office. If it's appropriate, I also educate the patient on what to do in the future to avoid running out of their medications."

Tell me about a time you caught a medication error.

"Because I do not have any formal experience as a pharmacy technician, I've not encountered this situation. During my training, I learned the importance of attention to detail and how to spot errors in all steps of the pharmacy process. I understand the importance of double-checking medication names, colours and shapes, dosage, instructions on when to take the medication properly, education of patients, and patient identifiers. If I ever suspect an error or feel like something is off, I will immediately investigate and report it to the pharmacist when appropriate."

Pharmacy technicians at the NHS have many important responsibilities, including managing inventory, processing prescriptions, and working with sensitive information. Accuracy is critical in this role to ensure patients are safe and not taking the incorrect medication or incorrect dosage of a medication. Consider a time you caught an error in the inventory, drop-off, dispensing, or pick-up process, for example, and share that with the interviewer. Provide insight into how you discovered the error, what steps you took to rectify it, and the outcome. Use this opportunity to highlight your ability to pay close attention to detail, think critically, and problem-solve.

"Recently, I was filling a routine prescription, and I realized the colour and shape looked different than they normally did. I stopped and reviewed the container and label, which all looked accurate; however, my gut told me something was off. I used our electronic system to pull up the prescription with the image, and it did not match. I immediately took the container and label to the pharmacist and reported the situation. It turns out there was a mistake in labelling, and it was not the medication listed on the container. The pharmacist corrected it and ensured no other patients had received the wrong medication from that container. Anytime something seems off, it's important to stop and look into it further and to report those situations immediately to prevent injury to patients."

How do you stay motivated when doing repetitive tasks in the pharmacy?

"During my apprenticeship, I was assigned several repetitive tasks throughout my shift. I didn't have any issues with staying focused, but I observed a few techniques other technicians use that I feel I could implement. Evaluating the workload early in the shift, then creating a checklist with milestones throughout the day is one technique that will help break the tasks down into manageable chunks. Taking breaks will be important when I feel fatigued so that I can rest a moment and then regroup my focus on the tasks at hand. Lastly, if appropriate, I will modify the order of the tasks to break up the monotony."

As a pharmacy technician, there may be times when your tasks or duties are repetitive in nature. The interviewer wants to ensure you understand this and that your level of engagement and motivation won't be affected. This is important because if you're not engaged, errors can occur, and you may experience low job satisfaction. Discuss strategies you use to stay focused, engaged, and motivated so that you remain productive when assigned these types of tasks.

"There are times when most tasks on the shift are very repetitive, but over the years, I have found a few techniques to help stay motivated. I usually set a deadline to ensure I complete the tasks. This helps me stay focused and not lose momentum. I also take breaks where possible to focus on something else for a few minutes or take my meal break, then regroup and continue the tasks. If it's a situation where it's safe to listen to music or the news, that also helps the time pass and stay motivated to finish."

NHS Band 4 Pharmacy Technician Interview Questions

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1. How would your current manager describe you?
2. How do you handle the stress of working in such a fast-paced environment?
3. AT NHS, we're committed to working together for patients and it's part of our core value system. As a pharmacy technician, how will you promote a culture of teamwork and collaboration?
4. What are some qualities you feel all people working in customer service should possess?
5. What makes you the best candidate for this role?
6. Are you comfortable working on a computer several hours a day?
7. What are some conflict resolution techniques you use as a pharmacy technician?
8. What are some common medications used to treat high cholesterol?
9. How do you protect confidential or sensitive information?
10. How would you rate your knowledge of medical terminology?
11. How do you ensure accuracy in the work that you do?
12. As a pharmacy technician, how do you prevent errors in the workplace?
13. What do you feel is the most challenging part of being a pharmacy technician? How do you navigate or overcome those challenges?
14. Have you ever called off work before?
15. If offered the position, how soon would you be available to start?
16. What are some of your career goals?
17. How do you stay up to date on pharmacy related trends, changes and information?
18. What interested you in becoming a pharmacy technician?
19. As a pharmacy technician, what does your typical day look like?
20. Tell me about your education and experience.
21. Do you have any experience working in a compounding pharmacy?
22. How would you respond if a customer asked you a question that you didn’t know the answer to?
23. What would you do if you caught an employee stealing medication?
24. How would you respond if you were asked to perform a task that you were not comfortable doing or not trained to do?
25. Tell me about a time you went above and beyond for a customer.
26. Tell me about a time you had a disagreement or conflict with a coworker. What was the situation and how did you resolve it?
27. You receive a prescription but cannot read the handwriting well. What do you do next?
28. If a patient comes in for a refill, but they have none remaining, what do you do?
29. Tell me about a time you caught a medication error.
30. How do you stay motivated when doing repetitive tasks in the pharmacy?

NHS Band 4 Pharmacy Technician Interview Questions

1. How would your current manager describe you?

2. How do you handle the stress of working in such a fast-paced environment?

3. AT NHS, we're committed to working together for patients and it's part of our core value system. As a pharmacy technician, how will you promote a culture of teamwork and collaboration?

4. What are some qualities you feel all people working in customer service should possess?

5. What makes you the best candidate for this role?

6. Are you comfortable working on a computer several hours a day?

7. What are some conflict resolution techniques you use as a pharmacy technician?

8. What are some common medications used to treat high cholesterol?

9. How do you protect confidential or sensitive information?

10. How would you rate your knowledge of medical terminology?

11. How do you ensure accuracy in the work that you do?

12. As a pharmacy technician, how do you prevent errors in the workplace?

13. What do you feel is the most challenging part of being a pharmacy technician? How do you navigate or overcome those challenges?

14. Have you ever called off work before?

15. If offered the position, how soon would you be available to start?

16. What are some of your career goals?

17. How do you stay up to date on pharmacy related trends, changes and information?

18. What interested you in becoming a pharmacy technician?

19. As a pharmacy technician, what does your typical day look like?

20. Tell me about your education and experience.

21. Do you have any experience working in a compounding pharmacy?

22. How would you respond if a customer asked you a question that you didn’t know the answer to?

23. What would you do if you caught an employee stealing medication?

24. How would you respond if you were asked to perform a task that you were not comfortable doing or not trained to do?

25. Tell me about a time you went above and beyond for a customer.

26. Tell me about a time you had a disagreement or conflict with a coworker. What was the situation and how did you resolve it?

27. You receive a prescription but cannot read the handwriting well. What do you do next?

28. If a patient comes in for a refill, but they have none remaining, what do you do?

29. Tell me about a time you caught a medication error.

30. How do you stay motivated when doing repetitive tasks in the pharmacy?