The problem with pharmacy is you have a big pool of regular customers and you try and help them in all ways possible. You do not want to upset them. But some customers use this to their advantage and threaten the pharmacist to do things they shouldn't do.
Getting Owings
Legally we're not suppose to give the whole box of medications if they patient doesn't have a script. Part supply but for convenience, pharmacies do that. So this man, regular customer, comes in to pick up his meds. We already gave him an owing (owings for 3 medications) last month but he still hasn't returned the script. We seriously can't give him any. We told him he needs to bring a script. He said he will, just give him the meds first and he'll bring the script after.
Now from his records, he hasn't returned scripts yet. We don't trust him to bring the scripts back so no way we're gonna give any more owings.
He gets upset. Threatens to leave the pharmacy and how his been here a long time.
Him: "Don't upset me. If you upset me, you upset the boss."
Woahhh.. don't use the boss's name on me. If I'm the pharmacist-in-charge at the time, I got the final say and is ultimately responsible for those actions.
I rolled my eyes.
Me: "I'll call the doctor and see if he approves it first. Some doctors might not like it if we give too many owings to their patients."
And we called the doctor. And he said to send the patient up to see him, which means no more owings to be given.
We told that patient that the doctor wants to see him first before we give any more meds.
Him: "Oh f***king hell! #@%#^#^#^ " started swearing and being really loud.
But he walked out of the store, made a phone call, and started shouting again. LOL .. good. don't bother us.
He does come back 15min later with new scripts. Calmed down by now. Made sure the doctor wrote repeats for him this time. He did. Good.... That covers us from his insults for another 6 months.
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Never feel OBLIGED or THREATENED to do something a regular customer tells you to do. You as the pharmacist have the last say and whatever action you take, and if you do get in trouble from the authorities, well the fault is not the patient, its not your boss, its you. So as long as you explained everything to the patient and you've did everything in your power to assist him (call the doctor), and if he still can't accept it, well there's nothing else you can do.
So in this case, everything was done. Explained you can't, called the doctor, he says no too. If doctor says no, you're only the pharmacist, you can't do anything. The patient HAS to understand that. If he doesn't, he is being an unreasonable jerk and you'll be better off not having him as your customer coz he is disrespectful and rude.
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