Russell Springs Pharmacy: A Pharmacy That Feels Like Home

Sherie Loy-Helm, PharmD, co-owner of Russell Springs Pharmacy in Russell Springs, Kentucky, got her start in her hometown grocery store pharmacy chain after graduating from the University of Kentucky College of Pharmacy. She worked in her hometown store for 15 years. “I thought I’d be there forever,” she recalled.

Interior of Russell Springs Pharmacy

Then, an opportunity came along: an independent pharmacy was opening, and she was offered a job. Despite her family warning her to stay in her stable job, she took the leap to the independent pharmacy. Six months later, however, Loy-Helm was told the independent pharmacy was closing. Crushed, Loy-Helm drove home that night with no idea what to do. She decided to call the owner of another independent pharmacy and shared her predicament. The timing was perfect; he was about to buy a pharmacy and suggested they buy it together.

Loy-Helm is proud of her team, emphasizing the importance of her superb staff. During the COVID-19 pandemic, she got sick, had to go on dialysis, and needed a kidney transplant.

“I could not work much for almost 2 years. The pharmacy went right on like I never missed a beat. The business kept going on. You have to have the right people. They have to know how much you trust and appreciate them,” she said. She added that she makes a point to be positive, and the positivity is contagious.

Loy-Helm noted that she keeps her pharmacy adequately staffed so that they can provide the best service to their patients. The pharmacy also works with the local high school, employing students in a work-study program.

“We have a hard time letting them go. We just accumulate people!” she shared. “We are fortunate to be adequately staffed. There’s always plenty to do, [so] no one is ever standing around.”

Russell Springs Pharmacy employees, from left: Mynor Chic-Radilla; Elizabeth Leveridge, PharmD; Lakyn Stearns; Kassie Rexroat; Kayla Hale; Karli Huckaby; Macey Robertson; Allie Williams, PharmD.

Russell Springs Pharmacy, located in rural Kentucky, is known for its spectacular customer service.

“We know our people,” Loy-Helm said. She takes pride in the fact that her staff know their patients’ lives. If someone comes into the store who was previously a patient at a chain pharmacy, “I guarantee I can keep them,” Loy-Helm said.

Staff members at Russell Springs Pharmacy truly go above and beyond to help their patients. Loy-Helm recalled a time when a patient was left with his granddaughter while his own daughter was living with a substance use disorder. He couldn’t take the child and didn’t know what to do. Loy-Helm told him to bring the child into the pharmacy, and she helped find him a permanent home. Now, the boy is 15 years old and thriving, and he still sees his grandfather frequently.

Another example of going above and beyond was when the pharmacy had a longtime patient with painful tongue cancer. The patient was moving away and did not have a car. Loy-Helm jumped into action, mobilizing the staff and patients to raise money to buy her a car. Someone ended up donating a car, and they used the money to buy tires and insurance.

Because the pharmacy is in a rural area, Loy-Helm explained, patients have her phone number. When patients get discharged from the hospital at night, they call her at home, and she comes in to fill their prescriptions.

One service at Russell Springs Pharmacy is pill packing. “People love it. It seems to streamline the process,” Loy-Helm said. It offers the service free for patients who take 5 or more prescription medications per month and for a small charge for those who take fewer than 5.

They also look for ways to help the community, such as providing immunization clinics at workplaces and schools. Loy-Helm finds this service is particularly helpful for young, busy teachers. “It saves them a stop!”

Russell Springs Pharmacy has its share of humorous moments. Loy-Helm recalls when a patient was trying to hand her something, but she couldn’t see what it was. “Thankfully, I used a paper towel. It was an empty extended-release capsule from the patient’s toilet! We all just about died laughing. We still laugh about it now and then,” she said.

Russell Springs Pharmacy recently celebrated its 16-year anniversary. The staff held several live giveaways on Facebook, with prizes including a 65-inch television. They handed pieces of cake out the window to patients and celebrated all day. The pharmacy also recognizes patients who celebrate special birthdays (with their permission, of course), such as Gladys, who recently turned 101 years old.

“We had a cake made for her. Everyone should be shouting it out when you turn 101! We are always coming up with some kind of crazy thing to do,” Loy-Helm said.

Sherie Loy-Helm, PharmD, with her husband and 2 sons

When she’s not working at the pharmacy, Loy-Helm enjoys spending time with her family. She has 2 sons, one in college and one in high school. She enjoys going to church, shopping, and traveling. She especially loves going to Walt Disney World, where her favorite park is Magic Kingdom (and they love visiting Casey’s Corner for the hot dogs).