Elizabeth Thomas, Pharm.D., began her pharmacy career with a summer job that changed her perspective forever. At age 18, she worked in an independent Medicap pharmacy owned by family friends. The store was more than a place for medications, it was a community hub. 

“The pharmacists really were trusted medical professionals, and I saw how much they were a part of people’s lives and making an impact,” Dr. Thomas recalls.

Now, as a pharmacist in the one-stoplight town of Floyd, Virginia, Dr. Thomas serves a similar role: She is a healthcare lifeline. The community relies on her for answers to questions about their health, seeking guidance for their children’s ailments, and finding support when access to doctors is limited. 

“People come to me with questions about their health, their kids’ health, or inquire about medication-related issues,” she says. “For instance, I had a customer with diabetes who came in every two weeks for us to assist in changing his Libre sensor because he had difficulty doing it on his own. In a rural area like this, where accessibility to healthcare can be a challenge, we indeed play a vital role in providing guidance and support to the community.”

As the pharmacy manager at CVS #10440, Dr. Thomas has plenty of stories like this—and it’s likely because of the way she and her team operate. She believes in treating every customer with kindness and respect, even on the most challenging days. Above all, she takes pride in her ability to make a difference in people’s lives. 

Dr. Thomas’s commitment to fostering positive relationships and establishing trust within her community is why she was named a 2023 Best of the Best winner. Here, we talk to her about what motivates her to go above and beyond for her community and other highlights from her career.

Can you tell us about the community you serve? 

Floyd, Virginia, is a rural, farming community with only one stoplight. In addition to our CVS, there is one other independent pharmacy in town. All other pharmacies are at least a 30-minute drive away, often longer. Income can be a challenge for many residents in this area, and it’s essential for me to focus on the financial aspect of healthcare. I can help a lot of people with over-the-counter consultations, working with local providers, and finding cost-effective medication options. 

What do you find most rewarding about working as a pharmacist in this kind of setting?

I enjoy the close-knit community aspect, where I know many customers by name, and they know me. My kids go to school in the community, so sometimes it’ll be like, “Oh, hey, how was the baseball game?” Or, “Oh, did you guys win the soccer game last night?” There’s that friendly piece as well as the professional piece.

It’s also great seeing when you’ve made a difference or knowing that you’ve done something to help somebody. For example, when someone comes in for a consultation, asks for a recommendation, and returns a week later saying, “I tried such and such, and it was great. It made all the difference.” I like that feeling of, “I know I’ve made a difference today and I’ve impacted this person and helped them in some way.”

What do you do to educate your patients about their medications?

Counseling is really important to me. When verifying prescriptions, I can flag a patient for consultation. Sometimes I’ll call patients before even filling their prescriptions to go over important details. Other times, I’ll do it upon pickup. CVS has various programs for new prescription pickups and outreach efforts. During those interactions, I often take the opportunity to educate patients on their medications. 

People may not fully appreciate the depth of pharmacists’ education and knowledge, but we can bring a lot to the table in terms of medication management.

What motivates you to go above and beyond for your patients?

I genuinely believe it’s part of my job to help people improve their health and quality of life. For many, the cost of medication can be a barrier to treatment. Even the best medicine won’t help if you can’t afford it. If I can assist someone in accessing the medication they need, it makes me feel good to know I’ve made a positive impact on their life. Whether it’s helping someone who can’t afford their medicine or providing advice, I find satisfaction in knowing that I’ve helped them in some way. 

Could you share a memorable patient savings story?

I remember a few years ago, during a busy flu season in October, I was working a weekend shift. My pharmacy technician was out, so I was alone. It was a day filled with flu shots and people at the register and I was just running circles. At one point, I was at the register helping a gentleman purchase his insulin, which was going to cost him $150. His face just fell, and he said he couldn’t afford it. I told him to wait for a moment, and I searched for a coupon to reduce the price. Meanwhile, there were four people in line behind him. I found a coupon and managed to lower the cost of his monthly supply of insulin to $20. The whole process took me about three minutes.

When I handed him his prescription, he had tears in his eyes and said, “Thank you so much. You just don’t know what this means to me.” The person behind him also commented, saying they were grateful to witness such a kind act. Others in line chimed in, expressing their appreciation. This experience showed me that one small action could make a big difference for someone. Even the people waiting in line felt touched by it. That was a really special moment for me.

What has surprised you the most about being a pharmacist?

What surprised me the most is how much people genuinely appreciate what we do. Sometimes, even people I don’t remember interacting with will express their gratitude later. They’ll say, “Thank you for helping me that one time.” Others come in because their friends recommended they talk to me. People appreciate the help and guidance we provide, and that’s really rewarding.

Do you have a favorite experience where someone expressed their appreciation for your service?

I remember a dad who visited us during a busy flu season with two young children. The little girl was very nervous about getting her flu shot, and everything went really well. They got their Band-Aid and their sticker and their sucker, and she did a great job. 

About two weeks later, I received a thank you card in the mail from this gentleman. He explained that they were in town to bury his mother, and the pharmacy visit had been a positive experience during an otherwise difficult weekend. He expressed how much it meant to them and how it had made a rough time a bit easier. It reminded me that we never know what others are going through, and that’s why it’s so important to do as much as you can to help.

What does winning this award mean to you?

It’s very humbling. I truly believe that part of my job is to help people, and when customers say thank you, I appreciate it. However, for someone to take the time and effort to nominate me and believe that I deserve this recognition is pretty special. 

Pharmacy can be one of the most rewarding professions in terms of helping people and making a difference in their lives. There will be challenging days when you feel overwhelmed, but there will always be those moments that make it worthwhile.

What are you most proud of in your career?

That I can help people and make a positive difference in their lives. I try to make coming to the pharmacy a positive experience for our customers, even when they haven’t had the best day. I’m proud that I have built relationships and a positive reputation in the community.