Venting online after a hard shift: professionalism on social media

Introduction

Pharmacy work can be stressful, and everyone needs to let off steam. Social media makes it easy to do that in front of a much bigger audience than you intended. This scenario looks at how a post that felt harmless caused real harm.

What happened?

A dispensing assistant had a difficult encounter with a customer who was upset that her weekly prescription was not ready. The customer raised her voice and the assistant was shaken.

That evening she posted on her personal account: 'Some people need to realise we are not miracle workers. If you are on that many tablets a week maybe be nice to the people sorting them.' Her profile said where she worked. She did not name the customer.

A friend of the customer saw the post and showed her. The customer recognised the day, the pharmacy and herself. She felt humiliated and complained to the pharmacy, saying she no longer felt she could collect her medicines there.

What was the concern?

• The customer could be identified from the details, even without a name. Local people knew the pharmacy and the post hinted at her treatment.
• Information learned at work was used in a personal post. That is a confidentiality issue as well as a conduct issue.
• The post damaged the patient's trust and the pharmacy's reputation.
• Privacy settings did not help. Posts are easily shared and screenshotted.

What was the outcome?

In this scenario the assistant deleted the post as soon as she was asked and apologised in person. The pharmacy followed its disciplinary procedure, placed a note on her file, and went through its social media and confidentiality policies with the whole team. The manager also looked at why the weekly prescription had not been ready and at how staff are supported after abusive or upsetting encounters.

Pharmacy assistants are not registered with the regulator, so this was an employment matter. For registered pharmacy technicians, the regulator's guidance makes clear that professional standards apply online as they do in person.

What can we learn?

1. Do not post about patients, customers or incidents at work. Leaving out the name is not enough.
2. Assume anything you post can be seen by patients, colleagues and your employer, whatever your privacy settings.
3. If your profile shows where you work, people will connect what you say to your pharmacy.
4. Use the right outlet. Talk to your manager, the pharmacist or a trusted colleague after a hard encounter. If abuse from customers is a pattern, raise it formally.
5. Read your employer's social media policy. You have usually agreed to it in your contract.

Relevant pharmacy practice

The GPhC publishes guidance for registered professionals on demonstrating professionalism online. It reminds professionals that the standards apply at all times and that confidentiality must be maintained on social media. Employers usually apply the same expectations to the whole team through contracts and policies.

Relevant standards include Standard 6 (behave in a professional manner) and Standard 7 (respect and maintain confidentiality and privacy).

PPets learning connection

Professional behaviour and confidentiality are part of the Level 2 Certificate for pharmacy support staff. This scenario is a good starting point for a reflective account or a team discussion.

Record this as CPD

Registered pharmacy technicians can use this article towards GPhC revalidation, as an unplanned CPD entry or as the starting point for a reflective account. Pharmacy assistants and trainees can use it as evidence of reflective practice. Note down three things:

1. What you learned from this article
2. How you have applied it, or will apply it, in your own role
3. The benefit to the people who use your pharmacy's services

Sources and further reading

• GPhC: demonstrating professionalism online
• GPhC standards for pharmacy professionals

Related from PPets

• Level 2 Certificate for pharmacy support staff

This article is for general educational purposes only. It is not legal advice, professional regulatory advice or clinical advice about an individual patient. Always follow your pharmacy's SOPs and check current official guidance and product information.

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