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Making a Difference at Work: Jennifer Watson

Duke pharmacy tech resolves prescription problem

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Jennifer Watson, standing, was given a public thank-you by Sherry Stanfield-Oakley through the "Making a Difference" blog.

Sherry Stanfield-Oakley grew concerned when the pharmacist told her  the computer system  indicated her medication could not be dispensed that day.

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Stanfield-Oakley, a senior lab research analyst in Duke's surgical sciences division, explained that she had ordered a supply of the medication several weeks before and checked her online account that morning to confirm the medication was ready to be picked up. 

She told Jennifer Watson, the pharmacy technician at the Duke Outpatient Pharmacy, that she was concerned she had only one day left of her maintenance medicine. She didn't understand why the computer now said the medicine could not be dispensed. Watson got on the phone to help sort out the computer records.  

Thirty minutes later, Stanfield-Oakley walked out of the pharmacy with a one-week supply of medicine, and a new long-term mail order prescription in the system.

To express her gratitude, Stanfield-Oakley offered a public shout-out to Watson on the "Making a Difference" employee appreciation blog

"She sat down and got on the phone and contacted Express Scripts and had the matter resolved and a solution for me to have my medicine," Stanfield-Oakley wrote on the blog. "She went way beyond her job description! Thank you, Jennifer."

Watson was surprised to receive an email letting her know about the entry on the blog and immediately called her husband to share the exciting news.

"I've worked in pharmacies for 18 years, and I've never gotten a customer comment like this," Watson said. "It made me feel fantastic."

Stanfield-Oakley said the blog provides a convenient way for people to say thank you to their colleagues. 

"Every now and then, we all need a pat on the back," she said.