Robin, PharmD. – Pharmacist


Direct Engager

Clinical Role


Strength of Evidence

Strength of Evidence Rating 5 out of 5


Human Factors Engineering (HFE), Office of Health Informatics, Veterans Health Administration

Robin, PharmD. – Pharmacist




Robin is passionate about patient safety and dedicated to her work. She relies on technology to assist her in helping Veterans, and wishes that VHA’s technology tools could make helping people even easier.

Mid 30s, single                          

Rural VAMC

Intermediate tech skills       

Direct Engager

My Relationships

In the diagram above, individuals that are darker, larger and closer to Robin are more important to her than individuals that are smaller, lighter and farther away.

“I think it is best to communicate with the patient directly and to proactively identify potential patient safety issues.”

My Job

  • Clinical Pharmacist
  • 7 years with VHA
  • Primarily outpatient

My Devices & Technology Skills

  • Laptop (at work)
  • Laptop (at home)
  • Smart phone
  • Tablet

Barriers & Enablers to Patient-Centered Care (PCC)

  • Pressed for time
  • Technology lacks integration and workflow to support full enablement of PCC
  • Support from peers and training makes PCC approach easier
  • Increased workload and documentation


  • Veteran: In person (majority), phone, secure messaging
  • EHR: Clinical reminders, free text notes
  • PACT: In Person (majority), phone, email, messaging
  • Skype messaging with other providers medication orders

My Pain Points & Motivators

  • Too many alerts
  • Too many clicks
  • Inconsistent terminology
  • Tools not integrated and do not match clinical workflow
  • Tools should make connections in data that can’t easily be seen
  • Tools should support clinical decision making

My Narrative

Robin is a clinical pharmacist at a VA Medical Center. She began at the VA approximately 7 years ago beginning with a one-year general practice residency sponsored by the VHA Office of Academic Affiliations. Five years ago Robin joined the staff at her local VA Medical Center. She is comfortable adapting to new forms of technology, both at work and at home, but prefers training prior to the implementation of new systems, and will occasionally consult colleagues for assistance. She works directly with patients daily through personal interaction and occasionally by phone. She is passionate about ensuring the safety of the patients by catching any potential drug-drug interactions and communicating alternate recommendations to ordering providers. When distributing medications in person to Veteran patients, she enjoys addressing any questions and encouraging the proper use of the medication. Working with patient health records (e.g., orders, labs, medications), she sometimes finds it difficult to complete tasks due to the large amount of alerts received. She is often frustrated that VHA’s technology tools at times lack integration and don’t seem to match her specific workflow. She is proud of the hard work she does at the VA and her family supports her long hours and dedication.

My Components of Health and Proactive Well-being

This describes Robin’s relative health and well-being attitudes. 

In the diagram above, the relative width of the three outer bands and the
relative size and brightness of the eight inner circles represent their importance to Robin.

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