The arrival of COVID-19 on our island changed the way we live.

We no longer stop to hug friends we see out and about and chatting in the aisles has ceased to be the norm. Most of us try to follow social distancing guidelines, sanitise often, and stay home as much as we can. However, there are places that we all still need to go. Supermarkets and pharmacies are classified by the government as essential operations, and they’ve had to deal with crowd surges, empty shelves, and fluctuating opening hours.

We’re all living in a strange ‘normal’, including the people behind these businesses. Nadean Rawlins, Special Project Manager at Liguanea Drug and Garden Centre, gave Yello a peek behind the curtain on what it’s been like in the pharmacy during the outbreak.

What has your experience been like running the pharmacy during this pandemic?

Since the announcement of the first case of COVID-19 in Jamaica in March, we have seen an upsurge in demand for pharmaceutical products as well as rubbing alcohol, hand sanitisers, vitamins and minerals (in particular vitamin C and zinc). We have also noted that patients have been stockpiling their medication for up to three months for fear of shortages. It has been daunting at times as with the novel coronavirus we wait and expect the unexpected.

How have your day-to-day operations been impacted by the outbreak and the resulting restrictions?

Because of the government’s measures to slow the spread of COVID-19, the pharmacy’s opening hours have already been adjusted several times. We are closing much earlier, shaving off up to four or five hours from our operating time. We used to operate on a two-shift basis; now we are on one shift resulting in all our staff compliment working all at once. Even though there is a demand for essential items, we have seen a reduction in sales because of restrictions on our opening hours.

Your staff must be under a lot of pressure. How are you helping them manage?

We have a tremendous support system at our pharmacy, which always takes staff welfare into consideration. Also, special financial consideration is made available to staff as the need arises.

How are you and the other people in charge coping?

Our team leaders are resilient, and we lead our team with empathy and care. We are in the business of patient care and customer service, and so we are mentally prepared to manage in times of crisis.

What measures has the pharmacy put in place to protect workers and shoppers?

We ensure that all our staff members are provided with supplements to strengthen their immune system. They are also provided with face masks.  We have installed touch-free hand sanitiser machines at our entrance as well as in the prescription area for customers to sanitise their hands. The entire pharmacy is sanitised at the end of each working day, and our shopping baskets are sanitised periodically throughout the day.

Do you find that people are following social distancing rules?

For the most part, yes. However, some do not, but we do make it our strict responsibly to police all customers to ensure that the rules are followed.

What was it like in the pharmacy when the coronavirus first arrived in Jamaica? Was there a rush of shoppers?

It was late in the afternoon that the first case was announced and, literally, we saw customers entering the pharmacy in droves. It was as if it was Christmas Eve in a split second.

What was the first thing you ran out of?

All Lysol products, rubbing alcohol, hand sanitisers, gloves, masks, and vitamin C.

Have you noticed a change in the behaviour of shoppers?

Because of the economic impact of COVID-19, we have noticed that customers behaviour is more geared towards habits and not variety. Customers are sticking to what they know and not experimenting much with new products, and we know this is mainly because they are no longer browsing and stopping for idle chat with friends they see.

What are you most worried about as the virus spreads in the country?

Our staff and valued customers. We care about the welfare of our staff. We want everyone to be healthy and safe.

How do you see life and business changing after COVID-19?

Because the virus is novel, and the experts are working assiduously to develop a vaccine, we know we must find ways to adapt to this ‘new normal’, paying much more attention to sanitisation measures. We are strident in being more innovative in how we serve our customers and our staff as we move forward. We know that change is inevitable to our business model and so we are prepared to shift and shape as we adapt.

Liguanea Drug and Garden Centre operates in Liguanea in St Andrew. Head over to their business profile here on Find Yello for more information about the store.

Don’t forget to check out our interview with General Food Supermarket to find out how they’re protecting staff and customers during the pandemic.

Also head over to our articles on how to stay safe in public spaces during the COVID-19 outbreak, social distancing, and sticking to a healthy diet in quarantine, and working out at home.