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First Hostile Encounter:
I work at a pharmacy as a pharmacy tech. "Psycho" was picking up a balance of a prescription that we owed to her from a few days prior. There is a "balance owing" form that accompanies the prescription on which we write the date the balance is picked up, and the patient's signature (for our records to prove that the patient did, in fact, obtain the remainder of their prescription). Our interaction was only a couple of minutes long, but she instantly got her back up. I am a sponge for other people's energy, and I picked up on her hostility instantly. She first demanded to know the date, I told her the date. Her voice raised and she argued that it was NOT that date. I confirmed that it was. I assumed she was confused about why I was writing the date of the pick-up of the balance on the form, rather than the initial date that the rx was dispensed. I explained to her why we write the date of the balance pick-up on the form. She grew more irate, and said that she had not seen me write the date just then, that it had always been there. It was my turn to be confused about the purpose of this conversation. I confirmed that I had just written the day's date on the form, and explained again why I had done so. She then accused me of being angry with her and demanded to know what my problem was. I assured her I was not angry, just confused about what the issue was (it's possible I had a slight inflection in my voice due to being frustrated...but I assure that I never returned attitude with words, volume, or facial expressions). She left me with a very bad feeling.
Second encounter of the most hostile degree:
Psycho approached pharmacy counter at an extremely busy time. I remembered her instantly. I was alone with a single other pharmacist on duty. At least a half dozen other elderly patients were all in que waiting to speak to the pharmacist, as well as have Rxs filled. I received Psycho's Rx, and she complained she was in pain and needed it asap for her bladder infection. I told her we would do the best we could, but that we were very busy. She demanded quicker service again, and I repeated what I had said. I then overheard her complain to the elderly couple behind her about the "ridiculous service" and the "stupid system" after which the elderly couple defended the pharmacy, and told her to be patient because we were very busy, and working with very little staff. I was pleased with their defense. I completed her Rx well before a few other patients who had been waiting long before her, merely because I wanted her gone.
At the check-out, she began with her first complaint. She contested the dispensing fee, stating that she should only have to pay it once (she had TWO separate Rxs). I explained to her that a dispensing fee is included with each medication. She denied that she ever had to pay it, and that she only had to pay it once last time (she only purchased ONE Rx the last time). I confirmed the policy, she didn't believe me, so the pharmacist stepped in to confirm. She argued with him for a moment, and then we moved on.
Furthermore, as policy dictates, the pharmacist asked her if she had any questions about her antibiotic & pain medication. She claimed she had none as she's had them many times and further expressed her annoyance at having to be asked that every time. The pharmacist explained that it was policy. She complained that it was a "pain-in-the-ass policy" (any policy designed to keep people informed and to reduce potential harm is sure a "pain-in-the-ass").
Next she needed to "bring to the pharmacist's attention" that she was "extremely offended" by the comments of the elderly couple she had complained to earlier. She asserted that she was "not a rude person", but the couple's defense of us made her feel that way. The pharmacist apologized on their behalf (what else could he have done??). She made a bunch more affirmations of her own character, and I went back to the pharmacy to continue working. Then I heard her lower her voice and begin complaining to the pharmacist about how rude I had been. I had had enough. I turned from the computer to look her straight in the eye as I was through with her hostility, bullying, and incessant complaints. She then shouted at me that she was very offended by my treatment of her and that I was a very rude person. I apologized placatingly for her interpretation of my service, but that I did not intend any such feeling. She then accused me of being a liar and that I did not mean the apology, to which I responded that I was offended by her attitude and that this was not the first time I had been (recalling the last encounter, I was treading very lightly here not knowing how far I could go with my boss in the mix). She then demanded to know what other occasions I had had a problem with her, and when I didn't respond instantly, she protested that I was "lying through [my] teeth", "trying to save [my] ass" in front of my boss. I was stunned into silence, as was my boss. She then let loose with her string of insults; I was rude, offensive, a liar, and mean. She looked me right in the eye and accused me of having a "mean face", and that I was a "spiteful little girl" (at this point I was glaring at her and just shaking with rage, but I was so dumbfounded by her behaviour that I could not come to my own defense, a position I hate being reduced to). She then demanded to know how long I had been working there, and told my boss that I was a "mistake" and a "poor choice". My boss suddenly awoke from his stupor to demand that she leave, and I finally gave into my rage and exploded into sobs.
Never have I ever been treated so horribly by another human being....well, aside from my emotionally-handicapped ex-bf. However, there was no cause for this behaviour. There was no reason for her to raise all of these issues, considering they were all of her own making. I found it extremely ironic that she was accusing me of being the rude and mean one, when she was the one making complaint after complaint, and shouting accusations at me in my own place of employment. I checked her Rx profile for a history of anti-psychotics, or anti-depressants, or sedatives of any kind to maybe help explain her behaviour....there were none. I am baffled how one person can treat another person, a stranger no less, in such a way. Ever since the incident, I have felt emotionally vandalized. Like she trespassed on my peaceful work environment and demolished it. At any rate, I dread the day of her return...my boss (the pharmacist) profusely apologized for not doing more. He was as stunned as I at her behaviour. I assured him any intervention on his part would have probably infuriated her more. When it comes to other people's bad behaviour/choices...I often wonder what their lives must be like. Maybe she was raised by monsters, or no one at all. Maybe she was abused? Maybe a loved one is dying? Maybe she's hundreds of thousands of dollars in debt? Maybe she does have an emotional or mental disorder. All I know is that regardless of how I am feeling, or what I am going through, I was raised to treat others with respect, to always take the high road, to never argue with a fool lest it be proved there are two, and to conduct myself with dignity and grace. I wish I could hold others to those standards.
Thanks for listening! It felt good to get it out of my head and I look forward to comments.
I work at a pharmacy as a pharmacy tech. "Psycho" was picking up a balance of a prescription that we owed to her from a few days prior. There is a "balance owing" form that accompanies the prescription on which we write the date the balance is picked up, and the patient's signature (for our records to prove that the patient did, in fact, obtain the remainder of their prescription). Our interaction was only a couple of minutes long, but she instantly got her back up. I am a sponge for other people's energy, and I picked up on her hostility instantly. She first demanded to know the date, I told her the date. Her voice raised and she argued that it was NOT that date. I confirmed that it was. I assumed she was confused about why I was writing the date of the pick-up of the balance on the form, rather than the initial date that the rx was dispensed. I explained to her why we write the date of the balance pick-up on the form. She grew more irate, and said that she had not seen me write the date just then, that it had always been there. It was my turn to be confused about the purpose of this conversation. I confirmed that I had just written the day's date on the form, and explained again why I had done so. She then accused me of being angry with her and demanded to know what my problem was. I assured her I was not angry, just confused about what the issue was (it's possible I had a slight inflection in my voice due to being frustrated...but I assure that I never returned attitude with words, volume, or facial expressions). She left me with a very bad feeling.
Second encounter of the most hostile degree:
Psycho approached pharmacy counter at an extremely busy time. I remembered her instantly. I was alone with a single other pharmacist on duty. At least a half dozen other elderly patients were all in que waiting to speak to the pharmacist, as well as have Rxs filled. I received Psycho's Rx, and she complained she was in pain and needed it asap for her bladder infection. I told her we would do the best we could, but that we were very busy. She demanded quicker service again, and I repeated what I had said. I then overheard her complain to the elderly couple behind her about the "ridiculous service" and the "stupid system" after which the elderly couple defended the pharmacy, and told her to be patient because we were very busy, and working with very little staff. I was pleased with their defense. I completed her Rx well before a few other patients who had been waiting long before her, merely because I wanted her gone.
At the check-out, she began with her first complaint. She contested the dispensing fee, stating that she should only have to pay it once (she had TWO separate Rxs). I explained to her that a dispensing fee is included with each medication. She denied that she ever had to pay it, and that she only had to pay it once last time (she only purchased ONE Rx the last time). I confirmed the policy, she didn't believe me, so the pharmacist stepped in to confirm. She argued with him for a moment, and then we moved on.
Furthermore, as policy dictates, the pharmacist asked her if she had any questions about her antibiotic & pain medication. She claimed she had none as she's had them many times and further expressed her annoyance at having to be asked that every time. The pharmacist explained that it was policy. She complained that it was a "pain-in-the-ass policy" (any policy designed to keep people informed and to reduce potential harm is sure a "pain-in-the-ass").
Next she needed to "bring to the pharmacist's attention" that she was "extremely offended" by the comments of the elderly couple she had complained to earlier. She asserted that she was "not a rude person", but the couple's defense of us made her feel that way. The pharmacist apologized on their behalf (what else could he have done??). She made a bunch more affirmations of her own character, and I went back to the pharmacy to continue working. Then I heard her lower her voice and begin complaining to the pharmacist about how rude I had been. I had had enough. I turned from the computer to look her straight in the eye as I was through with her hostility, bullying, and incessant complaints. She then shouted at me that she was very offended by my treatment of her and that I was a very rude person. I apologized placatingly for her interpretation of my service, but that I did not intend any such feeling. She then accused me of being a liar and that I did not mean the apology, to which I responded that I was offended by her attitude and that this was not the first time I had been (recalling the last encounter, I was treading very lightly here not knowing how far I could go with my boss in the mix). She then demanded to know what other occasions I had had a problem with her, and when I didn't respond instantly, she protested that I was "lying through [my] teeth", "trying to save [my] ass" in front of my boss. I was stunned into silence, as was my boss. She then let loose with her string of insults; I was rude, offensive, a liar, and mean. She looked me right in the eye and accused me of having a "mean face", and that I was a "spiteful little girl" (at this point I was glaring at her and just shaking with rage, but I was so dumbfounded by her behaviour that I could not come to my own defense, a position I hate being reduced to). She then demanded to know how long I had been working there, and told my boss that I was a "mistake" and a "poor choice". My boss suddenly awoke from his stupor to demand that she leave, and I finally gave into my rage and exploded into sobs.
Never have I ever been treated so horribly by another human being....well, aside from my emotionally-handicapped ex-bf. However, there was no cause for this behaviour. There was no reason for her to raise all of these issues, considering they were all of her own making. I found it extremely ironic that she was accusing me of being the rude and mean one, when she was the one making complaint after complaint, and shouting accusations at me in my own place of employment. I checked her Rx profile for a history of anti-psychotics, or anti-depressants, or sedatives of any kind to maybe help explain her behaviour....there were none. I am baffled how one person can treat another person, a stranger no less, in such a way. Ever since the incident, I have felt emotionally vandalized. Like she trespassed on my peaceful work environment and demolished it. At any rate, I dread the day of her return...my boss (the pharmacist) profusely apologized for not doing more. He was as stunned as I at her behaviour. I assured him any intervention on his part would have probably infuriated her more. When it comes to other people's bad behaviour/choices...I often wonder what their lives must be like. Maybe she was raised by monsters, or no one at all. Maybe she was abused? Maybe a loved one is dying? Maybe she's hundreds of thousands of dollars in debt? Maybe she does have an emotional or mental disorder. All I know is that regardless of how I am feeling, or what I am going through, I was raised to treat others with respect, to always take the high road, to never argue with a fool lest it be proved there are two, and to conduct myself with dignity and grace. I wish I could hold others to those standards.
Thanks for listening! It felt good to get it out of my head and I look forward to comments.
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