Jennifer Bourgeois, Pharm.D., is this year’s Best Pharmacist because her commitment to her patients goes beyond the counter. As a pharmacist at Market Street in McKinney, Texas, for eight years, Dr. Bourgeois has become personal friends with many of her customers, past and present, supporting them through some of the best and most challenging moments of their lives.

For the 2021 Best of the Best Pharmacy Awards, she received dozens of nominations from her customers, showing that they recognize the hard work she puts in day to day. We’re excited to name her as this year’s top pharmacist and speak with her, here, about what motivates her, how she cares for her patients, and why she began a nonprofit in partnership with Market Street.

What motivates you daily in your role as a pharmacist?

In the past few years, we’ve seen unprecedented challenges in pharmacy settings. I feel like all of us deserve this award, to be honest: I feel like every single pharmacist who is showing up deserves recognition. It’s been very hard. 

But what continues to drive me is the same thing that’s really always driven me, and that’s the customers—the people. I’ve always had a patient-centered care focus, and our company really supports that. But it’s always been about the patient for me. Always, always.

How do you go above and beyond for your customers?

For me, it’s always been about taking time to meet the needs that are at the counter, and that looks different for every patient, every day. I think as pharmacists, we know it’s our role to provide and dispense the medicine, but for me, it’s how I dispense it: just always showing up, with love and kindness and empathy, and really helping them have their needs met.

I’m always focused on how I can make a difference.

Obviously, there are medication needs, but sometimes those needs are different. Sometimes they just need me to listen if they’ve been diagnosed with cancer or if they are struggling in a personal area. Sometimes we need to go out beyond the counter and talk about supplements or different types of vitamins. 

But I’m always focused on how I can make a difference. What can I do that day that would leave them better than when I find them? I know I’m expected to do the medicine part, but how can I show them that I really care about them as a person, and that they’re not just another number or another prescription?

What’s your favorite customer story?

My job has always been about people and I have lots of what I call “special friends,” because our relationship has transformed from pharmacist to patient to friendship over the years. 

One of my special friends is a couple I met through their son, who was a terminal cancer patient, and he felt that I was caring for him beyond just the prescription, which he had not found at other pharmacies. He kept coming back and we developed a friendship.

I’ve put my heart into pharmacy for 12 years, and it was never about recognition for me. It was always about just showing up and taking care of people, loving them, and treating them the way I would want to be treated.

As his cancer progressed, he had trouble coming into the pharmacy, so his parents started to come in. We just connected immediately; when he passed away, I was able to be there and be supportive. The first year after their son passed, because I had just moved to Dallas, and I don’t have family here, they asked me what I was doing for Thanksgiving. I told them I didn’t have plans, so they invited me to Thanksgiving at their home. 

It was very emotional for them, that first year without their son there, but also for me: what started as strangers transformed into this really beautiful relationship and we are still involved in each other’s lives. 

In what other ways are you passionate about health and wellness?

My family started a non-profit many years ago called A New View; we collect used eyeglasses. My daughter was born with vision issues and deficits, so we started this as a project to give back to the community and help in her honor. We have receptacles at all Market Street Pharmacy locations in the Dallas–Fort Worth area to collect eyeglasses. We’ve also partnered with the local Lions Club, so we funnel everything we collect into them.

It’s been a really fun way for our pharmacy to do something for the community and feel that kind of fulfillment. 

What does this nomination mean to you?

I will say I have had different accomplishments and accolades over the years, but to be nominated for my service—that stands out as one of the most special and best recognitions I have received. 

I’ve put my heart into pharmacy for 12 years, and it was never about recognition for me. It was always about just showing up and taking care of people, loving them, and treating them the way I would want to be treated. When you work so hard for something and you love it so much, to then be recognized for my service, which has always been my focus, feels really great. 

There are so many pharmacists out there who are deserving of this; I feel really humbled and blessed that I was nominated.