UK
Clinical Pharmacy
Association
UK
Clinical Pharmacy
Association
Nadia’s experience not only illuminated the growing importance of pharmacy technicians in the UK’s healthcare system but also made a strong case for redefining professional boundaries and embracing innovation in patient-centred care.
Nadia’s story is rooted in humble beginnings. She began her career at the age of 15, working at an independent pharmacy near her home—a job she initially pursued for practical reasons. However, this early exposure revealed a natural affinity for healthcare and led her through a career that spans community pharmacy, primary care networks (PCNs), and hospital roles. Along the way, she pursued various training and qualifications, including the Buttercups training programmes, smoking cessation counselling, the CPPE Primary Care Pathway, and most recently, the PACR (Physical Assessment and Clinical Reasoning) course, where she made history as the first pharmacy technician to be accepted.
Much of Nadia’s impact stems from her work on the virtual wards—providing hospital-level care in patients’ homes. Her approach is rooted in clinical curiosity, empathy, and an unwavering commitment to personalised care. By conducting home visits, she discovered that many patients were unintentionally non-adherent to their medications—not due to refusal, but due to confusion, misinformation, or simply a lack of communication.
One example she shared was of a 90-year-old woman who stood in her kitchen for 30 minutes each Sunday after taking her bisphosphonate, believing she had to stand up the entire time. A simple clarification—that “upright” could mean sitting—transformed the patient’s experience and improved her quality of life.
These interventions, while seemingly minor, often have major impacts on patient outcomes. A key innovation introduced by Nadia and her team was the creation of a Microsoft Forms-based intervention log to track pharmacy contributions on virtual wards. The results were illuminating. Interventions ranged from medication reconciliation and counselling to dose adjustments, device training, and escalation to prescribers. Unsurprisingly, “other” was the most frequently used category—highlighting the sheer variety of pharmacy technician interventions that don’t always fit into traditional boxes.
Feedback from both patients and clinical colleagues further validated the importance of her role. Prior to Nadia’s visits, only 18% of patients rated their medication understanding as “very good.” Afterwards, 94% felt very confident about their regimen. Healthcare professionals unanimously reported that pharmacy technician involvement led to safer care delivery.
Perhaps one of Nadia’s most significant achievements was advocating for pharmacy technicians to be included in the PACR course. Initially closed to technicians, the course at the University of the West of England (UWE) focused on clinical reasoning and physical assessment skills typically reserved for pharmacists and nurses. With support from her managers and colleagues—and after showcasing her own experience and outcomes—Nadia successfully convinced UWE to revise their criteria, paving the way for other pharmacy technicians to follow.
A simple clarification transformed the patient’s experience and improved her quality of life.
The skills gained through PACR enabled Nadia to contribute even more meaningfully in clinical assessments. In one case, her keen observation of an unsanitary spacer device and a lung assessment during a home visit led to improved inhaler use and avoided unnecessary antibiotic and steroid prescriptions for a patient with asthma. This not only improved the patient’s condition but also demonstrated the diagnostic value of trained pharmacy technicians within multi-disciplinary teams.
Despite these accomplishments, Nadia emphasised a sobering truth: pharmacy technicians often face barriers to career progression. While clinical diplomas are available, few recognise prior pharmacy technician training or experience. Opportunities beyond Band 6 are typically managerial, not clinical, meaning pharmacy technicians must choose between patient care and advancement.
Nadia’s call to action is clear: pharmacy technicians must be empowered to grow clinically, not just operationally. She urges pharmacists and healthcare leaders to advocate for pharmacy technician inclusion in training and leadership opportunities. Collaboration, recognition, and equal access to clinical development are key to unlocking the full potential of this vital workforce.
The webinar closed with reflections from attendees, many of whom echoed Nadia’s sentiments. Pharmacy technicians expressed their frustrations with inconsistent banding, limited advancement pathways, and a lack of recognition for clinical expertise. Yet, there was also a shared sense of optimism and momentum—the community is ready to support a stronger, more unified voice for pharmacy technicians.
Nadia Imbert-Terry’s journey is both inspirational and instructive. Her work exemplifies how pharmacy technicians, when given the tools and trust, can significantly enhance patient care. By breaking glass ceilings, questioning the status quo, and leading with compassion, she is not only redefining her own role, but also reshaping the future of pharmacy.
The opinions expressed in this article are those of the author. They do not purport to reflect the opinions or views of the UKCPA or its members. We encourage readers to follow links and references to primary research papers and guidance.
The author declares: no support from any organisation for the submitted work; no financial relationships with any organisations that might have an interest in the submitted work in the previous three years; no other relationships or activities that could appear to have influenced the submitted work.
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