Retail
pharmacy, and most all medical fields, is an interesting and sometimes
frustrating balance in giving a patient what they want while giving a patient
what they need. We have to walk a fine
line between law, customer service, and insurance regulations. Our society has become one of convenience and
quick fixes. Patients have come to
expect that kind of convenience from their pharmacy. Even though some pharmacies have drive-up
windows, patients should not expect the process to work like McDonald’s. If McDonald’s messes up your order, it’s very
unlikely that you will die; this is not the case for a pharmacy. Our job is difficult and is only made worse
by patients who do not take responsibility for their own life or health care.
Refills are listed on the
prescription label. The label will also
list an expiration date. If your refills
are denied by the doctor, or just have not been called in, it is your
responsibility as the patient to call the doctor and ask why. The pharmacy handles thousands of
prescriptions a week; we do not have time or man power to call you personally
when you are out of refills or to remind you to go to the doctor for a
check-up. If you notice that your
prescription is about to expire or is out of refills, you should call your
doctor. Your doctor essentially works
for you, they are more likely to listen to the request of their patient than
that of a faxed notice from the pharmacy.
Retail pharmacy and the invention of the
coupon incentive programs have caused endless problems for pharmacy staff. Transfers require one pharmacy to call
another pharmacy and relay important information about a patient’s prescription. Most people have more than one prescriptions
and in the case of transfers between pharmacies, the larger the number of
transfers at one time increases the number of mistakes that can be made. If you must move your prescriptions, move
them as you need them instead of as one large order. We realize that this is inconvenient but it
decreases the chances of error, making is safer for you. Look at the prescription before you leave the
pharmacy counter and ask questions about your new medications. Most
importantly, know what medications you are taking, be involved in your own
health care.
Pharmacies don’t like to be rushed;
it is important to us that we get your prescription right. There is a process that insures the patient
gets the right medication, this process takes time. Your lack of planning does not constitute an
emergency on our part. Are you going on
vacation? Please give the pharmacy more
than a day, we can help you if we have time.
No birth control pill because you are due for an appointment? “If I get
pregnant, I’m bringing the baby to you” isn’t a response that is going to get
you what you want. Please, call your
doctor, make an appointment, and they will probably give you enough medication
to last until your scheduled appointment.
Are you coming to the pharmacy right before we close? We understand emergencies but please help us
out by bringing the prescription that the doctor wrote you last week a little
sooner than five minutes until close.
All
of these scenarios and more can be prevented with a little understanding and
patient’s taking responsibility for their own care. We, the pharmacy staff, are there to help you
navigate the confusing insurance, the doctor’s notes, and the medication you’re
not really sure about. We are gracious
and forgive the lack of understanding some patients have; it’s the lazy patient
that frustrates the most. Help your
pharmacy staff give you the best care possible by being a part of the process
rather than treating us like a fast food restaurant.