2026 I.M.P.A.C.T. Awards Finalist
Tricia Britton
Central Pharmacy Services Manager, CPhT
Paul’s Pharmacy
USA
Bio
I’m a pharmacy technician, innovator, and leader with a passion for connecting people, technology, and process improvement. I believe meaningful innovation is not simply about adopting new technology. It is about finding practical ways to use it to empower people, strengthen teams, and improve the way we serve our patients.
My work is centered around identifying opportunities, developing solutions, and turning ideas into sustainable processes that work in the real world. Just as importantly, I believe in recognizing the strengths of the people around me and giving them the tools, knowledge, and confidence to grow.
Whether I am implementing technology, improving operations, or developing others, my goal is the same: to empower technicians, elevate pharmacy practice, and create a culture where excellence is the standard.
Her Impact Story
My impact has come from learning how to connect people, technology, and operations in a way that creates meaningful change. I have grown beyond simply asking, “How can we do this better?” and started asking, “How can we build something better and empower the people around us to be part of it?”
I believe innovation is most powerful when it makes people better at what they already do. Technology can create efficiency and solve complex problems, but people bring the judgment, relationships, creativity, and compassion that define community pharmacy. My role has become finding the balance between the two and using each to elevate the other.
I try to approach change by listening first, understanding the people closest to the work, and creating solutions that make sense in practice, not just on paper. I also believe strongly in developing others, sharing knowledge, and giving people ownership. When someone realizes their experience matters, their ideas have value, and they are capable of influencing how we operate, the impact extends far beyond anything I could accomplish individually.
Ultimately, I want my impact to be measured by what continues to grow around me. I want to help create teams that are confident enough to challenge the way things have always been done, equipped to turn ideas into action, and committed to pursuing excellence in the way we care for our patients and each other.
Measurable Results
While we could discuss the increase in medication synchronization from 15% to 50% across three retail locations, or how my team fields more than 300 calls daily with an average of 80% answered in less than two minutes, or even the reduction of errors in our stores to less than 5%, there are more meaningful outcomes I would rather discuss.
What is not as easily measured, but is absolutely an outcome of excellence, is the autistic child who is able to access their medication each month because we prioritized the time to spend hours on the phone with their insurance company, removing one more battle for Mom. It is the family we take the time to know well enough that we can find solutions that work for each individual member, whether that means delivery, a monthly call about their medications, or adherence packaging through our long-term care pharmacy. And best of all, it is the patients who know our names when we call them each month because we do not rush them off the phone. We ask how they are. We listen to their jokes. We cry with them when life gets hard.
The numbers matter. They demonstrate efficiency, improvement, and growth. But those improvements give us something even more valuable: the time and ability to care for people well. I would argue that the results we cannot measure may be the biggest outcomes of all.
Quotes & Perspective
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Personal Quote
Innovation in pharmacy is not about replacing people with technology. It is about using technology to empower people to do what humans do best: connect, problem-solve, and care for one another. If we can create better systems that elevate our teams and give them more time to care for the person in front of them, that is excellence. That is what matters.
What I.M.P.A.C.T. Means to Her
The I.M.P.A.C.T. Awards are a reminder that the work we do matters, including the work that happens quietly behind the scenes. In pharmacy, it is easy to become focused on what has to get done today. There will always be another prescription to fill, another phone call to answer, and another problem that needs to be solved. I.M.P.A.C.T. recognizes the people who look beyond the task in front of them and ask what they can do to make things better.
As a pharmacy technician, being recognized in this way is especially meaningful to me. Technicians have a unique perspective because we are so often at the intersection of patients, pharmacists, technology, workflow, and the everyday realities of pharmacy practice. Our ideas and our voices can help shape where this profession goes next. Making an impact means leaving something better than you found it and helping other people realize that they can do the same.
What First Drew Her to This Work
In my personal and professional life, there is always a common theme: How can we remove friction?
This work was not something I initially saw in myself. It started when a friend recognized my ability to connect the dots, identify root causes, and solve problems. She asked me to work part time for her pharmacy running its medication synchronization program. I fell in love, not necessarily with pharmacy at first, but with the patients. Eventually, I closed the business I was running and made the decision to work full time in pharmacy.
When I came to Paul’s Pharmacy, my colleagues and leadership saw much more in me than I recognized in myself. They gave me the opportunity to use my natural strengths, and I found myself consistently leading, solving problems across our teams, and growing my influence. More importantly, they helped me recognize that the work I was doing could create meaningful change. I began to see how one improvement could create a ripple, and how those ripples could become waves throughout our pharmacy and beyond. When I saw what those changes could mean for patient care, I became hungry for more.
That journey is also why I return so often to three words: empowerment, elevation, and excellence. I know what it feels like to have people see potential in you before you see it in yourself. I know what can happen when someone gives you the opportunity to use it. Now, I want to create that same opportunity for others while continuing to push myself, my teams, and the work we do toward excellence.
A Moment She's Most Proud Of
One of the moments I am most proud of is realizing that innovation had stopped being something I was bringing to my team and had become something they were participating in themselves. I have had the opportunity to introduce new technologies, redesign workflows, and challenge processes that were no longer serving us well. In the beginning, much of that required me to identify the problem, find a solution, build the process, and help others understand why we were changing. Over time, something shifted. My team started bringing ideas to me. They began identifying inefficiencies, asking whether technology could solve a problem, suggesting changes to workflows, and finding better ways to use the tools we already had. Instead of simply adapting to change, they began helping create it. That is the moment I am most proud of because technology will continue to change. The specific tools we use today may look completely different five years from now. Creating a team that is curious, willing to challenge a process, comfortable learning new technology, and confident enough to contribute their own ideas has a much longer-lasting impact.
I am proud of the technology and processes I have helped implement, but I am even more proud that innovation is becoming part of our culture rather than simply another project we completed.
Advice for Other Pharmacy Technicians
Do not underestimate the value of your perspective. Pharmacy technicians are often the people closest to the workflow, the technology, and the patients. We see where processes break down. We know which extra three clicks everyone hates. We hear the frustration in a patient’s voice when a system is not working for them. That perspective gives us an incredible opportunity to make things better. Stay curious. Ask why. If the answer is, “because we have always done it this way,” keep asking questions. Learn the technology available to you, but do not be afraid to imagine what it could do differently. When you see a problem, bring a solution. When you learn something, teach someone else. Most importantly, do not wait until you have the title, position, or permission you think you need before you start thinking like a leader. Your ideas have value now. Use your voice, find the people who will listen, and then use what you learn to make things a little better for the person coming behind you.
Key Takeaway
You do not have to have everything figured out before you can make an impact. I did not enter pharmacy with a carefully planned career path or knowing exactly where I would fit.
Someone saw strengths in me that I had not yet recognized in myself and gave me an opportunity to use them. Other people continued to do the same, and each opportunity gave me the confidence to take on the next challenge, ask bigger questions, and believe I could create meaningful change.
If there is one thing I hope people take from my story, it is to look for potential, both in yourself and in the people around you. Give people the opportunity to surprise you. Share what you know.
Speak up when you see a better way. Be willing to try something that might not work. One person recognizing potential can create a ripple far beyond what either of you imagined.
I am here because people did that for me. My hope is that the greatest impact of my career will be how many times I am able to do it for someone else.
Elevate. Empower. Excel.
Her Impact Story
Links to Feature
Voting is Open
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in the 2026 I.M.P.A.C.T. Awards
Cast your vote, then join the LIVE Online Pharmacy Technician I.M.P.A.C.T. Awards Ceremony on RXTech Day, October 20, 2026.
Voting closes September 30, 2026