(Management Case Study) A System-Wide Pharmacy Technician Committee to Support Recruitment, Retention, Recognition, and Education

Purpose: As pharmacy technician shortages continue, increased efforts have been focused on recruiting and retaining qualified candidates. A pharmacy technician committee serves as a resource to promote these efforts through a variety of campaigns and initiatives.

The primary purpose of the committee is to utilize the experience and expertise of system pharmacy technicians. Committee members develop beneficial tools and provide ongoing guidance and support for technician colleagues across the system. This report reviews lessons learned over a 5-year period. It outlines recommendations for creating a high-functioning and valuable pharmacy technician committee in a large, integrated health system.

Methods: This health system employs pharmacy technicians across multiple states, working in a variety of practice settings including hospital, community, specialty, homecare, and supply chain.

The committee appoints up to 18 pharmacy technicians from diverse areas of expertise. The organizational structure includes a Chair, a System Support role, and 3 workgroups: Recruitment and Retention, Recognition and Engagement, and Education and Development. Each group has a lead and 2-3 additional members. Workgroup leads coordinate monthly team meetings and often serve as technician representatives for specialized projects and system committees.

Each group develops yearly SMART goals that are tracked on a scorecard. The scorecard serves to visualize progress, archive projects, celebrate successes, and keep teams on track. The full committee meets once monthly to discuss progress, troubleshoot issues, and brainstorm new ideas.

Results: The Recruitment and Retention team has hosted 5 events at high schools and technician training programs over 5 years. Efforts were slowed during the COVID-19 pandemic but are expected to resume as restrictions are lifted. In anticipation of restarting recruitment events, the team has been working to create new and engaging materials, including a recruitment video.

Recognition and Retention team members developed a standardized welcome letter, which they send to all new pharmacy technicians. This letter provides links to many of the tools created to provide support and guidance. This team also sends an average of 3-5 personalized electronic cards each month to technicians recognized at monthly meetings and those celebrating career milestones.

The Education and Development team has documented an increase in technician continuing education participation of >5% year over year from 2016-2021, as well as an increase in topics pertinent and applicable to technicians. In these 5 years, 12 unique pharmacy technicians developed and presented 15 ACPE-accredited continuing education programs.

Committee workgroups have created and updated many tools and resources, including a comprehensive technician toolbox, standardized recruitment presentations, and technician-specific professional development factsheets. Members have also contributed to several system-wide initiatives including the Pharmacy Technician Career Ladder.

Conclusion: The experience and expertise of a Pharmacy Technician Committee shapes valuable resources that promote career development, engagement, job satisfaction, and overall retention. Well-organized workgroups with flexible, but defined goals, are essential in keeping groups focused while reducing the risks of overly burdensome projects and burnout.