Even when a pharmacist’s clinical decision is appropriate, fear, frustration or misunderstanding can quickly turn a difficult conversation into a highly charged interaction. Knowing how to recognise distress, manage conflict and respond calmly is essential for protecting both patient safety and pharmacist wellbeing.

In this episode of Be Risk Ready, host Amy Minion, Lead Pharmacist, Education and Professional Development at PDL, is joined by Kay Dunkley, Executive Officer at Pharmacists’ Support Service, and Rebecca Kouimanis, Registered Psychologist and Clinical Manager of Incident Management at TELUS Health.

Together, they explore the difference between conflict and distress, why pharmacists shouldn’t take a patient’s response personally, and how clear explanations and practical next steps can help de-escalate challenging situations. You’ll also hear why short “regulation breaks”, reflective practice and seeking support are important professional skills—and how responding with intention, rather than reaction, can build resilience and make pharmacy practice more sustainable.

 

Be Risk Ready - A PDL Podcast is produced for PDL by:

SoundCartel
+61 3 9882 8333

Even when a pharmacist&rsquo;s clinical decision is appropriate, fear, frustration or misunderstanding can quickly turn a difficult conversation into a highly charged interaction. Knowing how to recognise distress, manage conflict and respond calmly is essential for protecting both patient safety and pharmacist wellbeing.
In this episode of Be Risk Ready, host Amy Minion, Lead Pharmacist, Education and Professional Development at PDL, is joined by Kay Dunkley, Executive Officer at Pharmacists&rsquo; Support Service, and Rebecca Kouimanis, Registered Psychologist and Clinical Manager of Incident Management at TELUS Health.
Together, they explore the difference between conflict and distress, why pharmacists shouldn&rsquo;t take a patient&rsquo;s response personally, and how clear explanations and practical next steps can help de-escalate challenging situations. You&rsquo;ll also hear why short &ldquo;regulation breaks&rdquo;, reflective practice and seeking support are important professional skills&mdash;and how responding with intention, rather than reaction, can build resilience and make pharmacy practice more sustainable.
&nbsp;
Be Risk Ready - A PDL Podcast is produced for&nbsp;<a href="https://pdl.org.au/">PDL</a> by:
<a href="soundcartel.com.au">SoundCartel</a> +61 3 9882 8333

Every workplace has its risks, but when people’s lives are in your hands, those risks skyrocket. Pharmacists know this better than anyone. More than a century ago, a group of Australian pharmacists founded Pharmaceutical Defence Limited (PDL) to ensure their colleagues had the support and protection they needed.

Fast forward to today: PDL remains a not-for-profit, member-owned organisation, supporting over 32,000 Australian pharmacists. Its mission is the same as day one: to have your back as you navigate the challenges and high stakes of modern pharmacy practice.

Now, PDL is expanding on that commitment with the Be Risk Ready podcast. A fresh, engaging way for pharmacists to stay ahead of potential pitfalls in practice. 

Hosted by Amy Minion, Professional Development pharmacist at PDL,Be Risk Ready features candid conversations with industry experts who share real-life scenarios and practical strategies to prevent errors and manage risk, helping you work more safely and arming you with knowledge to protect your patients, your profession, and yourself.

So listen to Be Risk Ready – because when the stakes are high, managing risk correctly makes all the difference.

 

Be Risk Ready - A PDL Podcast is produced for PDL by:

SoundCartel
+61 3 9882 8333

Every workplace has its risks, but when people&rsquo;s lives are in your hands, those risks skyrocket. Pharmacists know this better than anyone. More than a century ago, a group of Australian pharmacists founded Pharmaceutical Defence Limited (PDL) to ensure their colleagues had the support and protection they needed.
Fast forward to today: PDL remains a not-for-profit, member-owned organisation, supporting over 32,000 Australian pharmacists. Its mission is the same as day one: to have your back as you navigate the challenges and high stakes of modern pharmacy practice.
Now, PDL is expanding on that commitment with the Be Risk Ready podcast. A fresh, engaging way for pharmacists to stay ahead of potential pitfalls in practice.&nbsp;
Hosted by Amy Minion, Professional Development pharmacist at PDL, Be Risk Ready features candid conversations with industry experts who share real-life scenarios and practical strategies to prevent errors and manage risk, helping you work more safely and arming you with knowledge to protect your patients, your profession, and yourself.
So listen to Be Risk Ready &ndash; because when the stakes are high, managing risk correctly makes all the difference.
&nbsp;
Be Risk Ready - A PDL Podcast is produced for <a href="https://pdl.org.au">PDL</a> by:
<a href="soundcartel.com.au">SoundCartel</a> +61 3 9882 8333