ABSTRACT
Since the introduction of the responsible pharmacist regulations, Steve has logged in as the responsible pharmacist (RP). Very soon, Steve realized that Dianne did not possess formal qualifications or management skills to manage a pharmacy. Although he was the RP, Dianne intervened in every decision in the pharmacy. She had the habit of jumping from one task to another without completing a task. Arbitrary targets were set for medicine use reviews (MURs) and repeat prescription service without any consultation with the pharmacy staff. Dispensers and technicians were interviewed by Dianne without giving Steve an opportunity to talk to the candidates. Staff shortages were not resolved, and he often had to take up issues with the area manager. Dianne was not able to manage
conflicts effectively and always needed the assistance of the area manager. Staff morale was extremely low.
