Can Professionalizing Dispensers Reduce Intra-Professional Tensions and Raise Pharmacy Team Performance?

Pharmacy practice change is facilitated by delegation, teamwork, leadership and reorganization of personnel structure and roles. The international pharmaceutical federation (FIP) recommends that society should have access to appropriately trained pharmaceutical personnel. Three cadres form the pharmacy workforce: pharmacists, technicians and pharmacy assistants or dispensers. Globally, the training, regulation, scope, and status of technicians and dispensers vary. Role tensions exist between pharmacists and technicians which impact both workplace behaviour and performance. Literature on role expansion for pharmacy technicians excludes (reference to) the contribution of the pharmacy assistant or dispenser. Unlike the technician, the dispenser largely lacks professional recognition. But overlaps between the roles of the technician and dispenser can occur leading to further tensions in the pharmacy workplace. 'Unhealthy'' intra-professional conflicts obstruct the pharmacist practice envisioned by the WHO 7-star pharmacist. A solution that brings together the 3 cadres in joint or shared action is desirable. Social theory suggests that intercadre conflicts could be both necessary and inevitable. Being political nature, the tensions can be moderated by a ''political settlement''. The present paper is a reconstruction of and reflection of the author's journey in building a harmonious pharmacy workforce. Professionalizing the dispenser cadre restructures the hierarchy of the pharmacy workforce leading to harmony which in turn improves organizational performance. Lessons learned from this case can be applied to resolve workplace tensions in other settings.