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Today was quite the interesting day. I knew it was going to be crazy from the start since two techs had called in today. One was sick and the other had to take her father to the hospital.
The first incident was a lady in her 90s who was coming into pick up blood pressure medication. She had ordered a refill but we told her that we could not refill it at this time. It had just been filled for a 30 day supply four days ago. She insisted that she didn't have it and that she was out of her medication. The tech who was waiting on her even went through the records and pulled the signature log to show her where she had signed for the medication. She persisted that she didn't have it and she was getting angry. Our manager then took her off the the corner of the waiting room to talk to her. She was getting very upset and was stamping her feet and slapping his arm. She accused us of being dishonest and not believing her. They talked for quite a long time. In the end the manager gave her a supply of pills that would last until her next refill was allowed. I don't know how I feel about that. I understand that it could cause severe harm or death to her if she stopped taking it for the rest of the month, but at the same time we shouldn't have to eat the cost on the pills because she misplaced them. They are probably sitting somewhere in her house.
While this was going on the assistant store manager came walking into the pharmacy with his phone. There was a very upset customer on the phone claiming that nobody is answering phones in the pharmacy. I took the phone from him and she immediately started screaming at me about how she has called 25 times and the phone rings and hangs up on her. She also let me know how she pays by the minute for calls on her phone and that it is expensive and we better figure out what the problem is and get it fixed. I apologized to her and tried to get her to tell me what she needed so we could take care of her. But she kept yelling at me and telling me to get the problem fixed. Here she is telling me that she pays by the minute on her phone but she has no problem yelling at me for 10 minutes instead of ordering her refills. I asked her what number she was dialing and she confirmed that she is indeed calling the right number. I don't know what her problem was, but I doubt it was our phone system. If we were having issues we would have been told about it by more than one person.
The last issue was the good one. It involved one of our top 5 most sucky customers. He is always impatient and nasty to us, never pleasant and always complaining. His insurance is always requiring prior authorizations and he blames us and gets argumentative about it. He complains about always getting bad service in the store and being treated like crap. Well today our pharmacist got a call from a pharmacist at another store. This customer that we can't stand was transferring all of his prescriptions to another pharmacy. We wanted to have a party! Although I have to say, I feel bad for the staff at the other store.
I just don't understand the guy. He complains that he gets bad service and is treated like a second class customer (his words). He should take a look at himself. If every employee at our store is being defensive with him, perhaps it's him that's the problem. If you are always miserable and nasty, of course the employees are going to avoid you as much as possible.
The first incident was a lady in her 90s who was coming into pick up blood pressure medication. She had ordered a refill but we told her that we could not refill it at this time. It had just been filled for a 30 day supply four days ago. She insisted that she didn't have it and that she was out of her medication. The tech who was waiting on her even went through the records and pulled the signature log to show her where she had signed for the medication. She persisted that she didn't have it and she was getting angry. Our manager then took her off the the corner of the waiting room to talk to her. She was getting very upset and was stamping her feet and slapping his arm. She accused us of being dishonest and not believing her. They talked for quite a long time. In the end the manager gave her a supply of pills that would last until her next refill was allowed. I don't know how I feel about that. I understand that it could cause severe harm or death to her if she stopped taking it for the rest of the month, but at the same time we shouldn't have to eat the cost on the pills because she misplaced them. They are probably sitting somewhere in her house.
While this was going on the assistant store manager came walking into the pharmacy with his phone. There was a very upset customer on the phone claiming that nobody is answering phones in the pharmacy. I took the phone from him and she immediately started screaming at me about how she has called 25 times and the phone rings and hangs up on her. She also let me know how she pays by the minute for calls on her phone and that it is expensive and we better figure out what the problem is and get it fixed. I apologized to her and tried to get her to tell me what she needed so we could take care of her. But she kept yelling at me and telling me to get the problem fixed. Here she is telling me that she pays by the minute on her phone but she has no problem yelling at me for 10 minutes instead of ordering her refills. I asked her what number she was dialing and she confirmed that she is indeed calling the right number. I don't know what her problem was, but I doubt it was our phone system. If we were having issues we would have been told about it by more than one person.
The last issue was the good one. It involved one of our top 5 most sucky customers. He is always impatient and nasty to us, never pleasant and always complaining. His insurance is always requiring prior authorizations and he blames us and gets argumentative about it. He complains about always getting bad service in the store and being treated like crap. Well today our pharmacist got a call from a pharmacist at another store. This customer that we can't stand was transferring all of his prescriptions to another pharmacy. We wanted to have a party! Although I have to say, I feel bad for the staff at the other store.
I just don't understand the guy. He complains that he gets bad service and is treated like a second class customer (his words). He should take a look at himself. If every employee at our store is being defensive with him, perhaps it's him that's the problem. If you are always miserable and nasty, of course the employees are going to avoid you as much as possible.
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