So this couple comes into the pharmacy with their child. The lady hands me a script for Ibilex caps and Elocon Lotion. I prepare the script, and while I'm doing it, the husband keeps on asking me which one is for the baby and how to use it. I haven't finished the script yet. I said i'll let him know when I'm done.
And then I finish, I take it down to the counter for POS so I can explain instructions etc. As I'm about to explain the instructions to his wife (who is at the counter and he was staying near the door with the child), out of nowhere he askes me 'is ur name XXXXX?' (looking at my PIC sign) .... I ignored him coz all i wanted to do was to explain to the mother how to use it and and he keeps on blabbing on about my name.... he asked me again and I looked at him annoyed and said: "Yes." .... and then continued what I was saying to his wife.... And then I finished explaining the Ibilex usage, in clear English to his wife, who understood it all.... I was about to explain to her how to use the Elocon lotion.... he comes running to the counter and says "what how how to use" for the Ibilex... OMG I just explained to ur wife and the medicine is for her anyway. She understood what I said, so why the hell do i have to explain to YOU who weren't listening in the first place but only cared about my name?!??!? I totally ignored him and only gave eye contact to his wife to wanted me to explain the lotion. So i explain the lotion "Apply to the scalp, rub it in, once a day at nighttime", she nods and understood and then i start to scan the items and he says "so apply once a day. day or night time?" ... OMG AGAIN. I CLEARLY SAID NIGHT TIME and its CLEARLY written on the label if you have such a SHORT MEMORY SPAN.
Why is it when I explain clearly and slowly in simple English, and even reiterating what I said is written on the label already, that people always want you to repeat what you said? Why?
Common Scenarios where patients just don't listen:
"This is an antibiotic. You take one capsule three times a day, doesn't matter with or without food, but make sure you finish the whole packet." will always get a reply from the customer: "So is that breakfast, lunch and dinner?" or "Is it before or after food?" -- Listen!!
"This is an antibiotic. The dr wants you to take it once a day. The best time to take it is at night time." comes with a reply: "Do I take it day time or night time?" -- What do you think??
"This medicine is not covered on Medicare or Healthcare card. Did you still want to take it? Its about $40." I proceed with the script after they say yes and when I'm done, this is the reply i get: "Noooo, why so expensive?!?!? I got a healthcare card!" or "Isn't it $5.60? I always get medicines for $5.60!" -- Dude, I already told you it wasn't covered on Medicare and even told you the price beforehand! Don't say yes if you don't want it!
"Would you like all the medicines on this prescription?" They reply Yes so I dispense everything. And then when it comes to payment: "Oh I don't want these or these or these. I just want this one." --- Waste my time!
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