A key worker on the front line has told how she has been comforting customers who are scared and anxious about coronavirus.
Emma Hodnett who is the manager of the Boots store in Prestatyn has been going the extra mile, despite the fact that her working life has "changed beyond recognition."
She's already delivered flowers to one terrified lady while dropping off a prescription, and provided a listening ear to another whose shopping she picked up after hearing about the woman's terminally ill husband.
Emma, who has worked for Boots for seven years, said: "Working life has changed beyond recognition.
"Our customers are dealing with huge worries and anxiety, so it has never been more important to truly take the time to understand their individual needs.
"Customers have to be able to get what they need, but now more than ever they need to feel safe and cared for too.
"Working hours are longer and more changeable, and days off change as needed, because it’s the right thing for my colleagues and customers – I want to be there to support them.
"I try my best to make people feel cared for, it’s the little things than can make a big difference to someone’s day."
She added: "I would never leave someone without medication, and have happily delivered prescriptions to patients after work.
"One patient I spoke to was so nervous and anxious, so I took her a bunch of flowers with her prescription to cheer her up.
"She was so happy and it was a lovely way for me to end my day.
"Also, I think it’s really important to remember social distancing does not mean we cannot communicate.
"I noticed a customer looked upset, and when I checked to see if she was okay, she opened up and told me about her terminally ill husband.
"She really needed to talk, so I decided to use my lunch break to get her grocery shopping.
"We talked, at a safe distance, and I gave her my number. This customer needed her prescription and food shopping, but what she needed most was a friend and an ear."
Emma described the current situation as "so consuming" and said her colleagues have been "rushed off their feet" dealing with a huge surge in prescription orders.
Things have calmed down slightly now but the store is currently evaluating their pharmacy services on a day-to-day basis.
Opening times may also alter over the coming weeks to allow some staff to self-isolate and for deep cleaning to be carried out.
Meanwhile, Emma urged customers who understandably feel worried and frustrated to treat staff with courtesy and kindness under such "extraordinary circumstances."
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"Smiling and being positive is infectious, I always try to be calm and happy," she added.
"A simple thank you and praise is always welcome too."
* At the moment, the Prestatyn store is open from 9.30am to 7pm Monday to Friday, 9.30am to 6pm Saturday and 10am to 4pm on Sundays.
Join us in showing your support and sending a heart to the NHS heroes where you live by visiting the thanksamillionsnhs website.
