Another Angry Patient...

[chobo]

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Hello guys,
I have been working as a pharm tech for an year now and I believe I have been good so far.. However, yesterday I had a argument with a customer that I have not seen before. I provide good customer service to all of my patients, but there is just that customer who wants to argue for no reason.. So this patient comes in with a prescription for narcotics and he ask me in a rude manor "yo fill it". I tell the patient we might be out of that strength and he becomes aggressive, swearing furiously. I tell him to hold for a second to see whether we have that particular strength in stock and the patient just kept shouting in a rude manor "how much is it"? I ask the patient to give me his information because he seem new and he was just demanding the price of the narcotic. I tell him that I would not be able to give him a price because I haven't processed the script yet. He was like are you serious? Then I ask him if he has insurance and he was like are you serious? I ask you for a price on the narco so wouldn't that mean I don't have any coverage?
So, this patient kept moaning and shouting the whole time at me. I am trying to help him out but he kept telling me I am a bad employee. At that time I was kind of frustrated and I jabbed my desk lightly to get my frustration out and tried to move away from the situation by walking away, letting the pharmacist deal with the problem. The man got furious so I told him let me see him outside for a bit to talk to him and try to calm him down. Well this patient thought that I was asking him for a fight when I stated "let me see you outside." I was telling him that I just wanted to talk to him in the waiting room to alleviate the tension between us both. However, it didn't go as plan and he walked straight to my face and was shouting "I don't talk to kids, and I am going to sue you because you have threatened me". All I said was go ahead and called the manager and went home because my hours were up...

So basically, how can I have handled this situation better? Did I make the right or wrong decision? I want to provide the best customer service to my patients so every insight from you guys is crucial. Thanks guys...

 

[Starshipp]

Don't doubt your actions and somehow make seen like its your fault. You did everything fine but next time don't jab the desk to let your anger out. The trick is to not let the patient know that you are angry. I know it's hard and every once in a while you get those "hard to deal with" patients but think of it as you get paid to do this. Your company pays you to put up with all types of customers, including these idiots. You handled the situation fine though, in my opinion. Letting the pharmacist deal with the patient is probably the best thing to do but you've already done that. So you did everything you possibly could do.

 

[chobo]

Thanks man for the reply, yea I shouldn't have jab the desk. Also, I am getting paid 650 a hour... 7.35 with tax is like 6.50 so =(...

 

[JohnFe]

Thanks man for the reply, yea I shouldn't have jab the desk. Also, I am getting paid 650 a hour... 7.35 with tax is like 6.50 so =(...

That doesn't seem right, what state are you in and where do you work if you dont mind me asking??

EDIT: With regards to the incident, in any job position, we will come across difficult people or costumers. To handle this, always be the bigger person. Still respect them no matter what. If that doesn't help, well, it's their fault not yours. NEVER let it get you. It is part of your job and you just have to man it up. Lastly, don't break any protocols and laws just to get their way.

 

[AlPacino]

Ive dealt with some crazy people but that would be a new to me. Sounds like a pissed off person angry at the world just looking for somebody to take out his frustrations on. Just try to keep your cool with people like that.

 

[rxlea]

Sounds like a person in withdrawal or needing money.

You shouldn't have hit the desk and you shouldn't have used that phrase. Next time say, "I'll get the pharmacist for you." You can feign ignorance and say, "I'm new here. Let me get someone that can help you." Just walk away man.

And it's manner.....not manor. FYI

 

[chobo]

That doesn't seem right, what state are you in and where do you work if you dont mind me asking??

EDIT: With regards to the incident, in any job position, we will come across difficult people or costumers. To handle this, always be the bigger person. Still respect them no matter what. If that doesn't help, well, it's their fault not yours. NEVER let it get you. It is part of your job and you just have to man it up. Lastly, don't break any protocols and laws just to get their way.

I work at riteaid as a pharm tech no license.

 

[syl0sim]

The man got furious so I told him let me see him outside for a bit to talk to him and try to calm him down. Well this patient thought that I was asking him for a fight when I stated "let me see you outside." I was telling him that I just wanted to talk to him in the waiting room to alleviate the tension between us both. However, it didn't go as plan and he walked straight to my face and was shouting "I don't talk to kids, and I am going to sue you because you have threatened me". All I said was go ahead and called the manager and went home because my hours were up....

I haven't had this kind of situation at a pharmacy yet, but I've had several other customer service and retail related jobs (career center, bath & body works, psychology clinic) so I can relate to you. I completely understand that sometimes people just come at you angry and grumpy for no reason. I learned over the years of experiences that sometimes you just have to draw the line and completely move away from the situation and hand over the situation to your supervisor. If it was me, I wouldn't even try to calm the patient down out in the waiting room. This isn't because I want to get away from the situation and get it over with, but simply because I know if the patient is showing that much anger he will not calm down (at least not on the same day).

Don't let this one person get to you! If you show good consistent customer service then maybe this patient will treat you differently in the future. If not, it's just one out of many other people who appreciate you for who you are, right? 🙂

 

[rxtech2012]

Lol just keep saying "I understand" while your figuring out the price etc...oh, and don't tell the customer to meet you to talk. If they are belligerent then go with the flow and don't blow up. What I've learned over the years is NEVER take anything personal, especially from someone you don't know.

 

[bob1234]

You learn things over time. Instead of saying "I think were out" right away, try "Let me check our stock for this medication". If you have it, then continue with the next thing on the list (insurance, starting a new file, etc), if not then I tell them when the next order comes in and offer to call another store to check their stock if they need it same day.

People don't know what you do, so when the barrage of questions comes in, just take them one at a time. Trying to answer 5 questions before you know you even have the drug is just wasting time. When the patient asked you the price etc etc, I would have just told him "Once I know we have the drug in stock I can find the price for you". I try not to let people pressure me and just take it one thing at a time. It's not worth doing things faster than you are comfortable with because when a mistake is made, you can't say "The customer was rushing me so I made up the medication really fast."

Don't take these tough customers personally. These people exist and can remind you never to be like them. Imagine how much anger/hate they harbor everyday, what a waste of an existence. You don't have to kiss their ass, just treat them like any other patient, but don't let them get to you. Punching a desk isn't going to help anything.

 

[bob1234]

Sounds like a person in withdrawal or needing money.

You shouldn't have hit the desk and you shouldn't have used that phrase. Next time say, "I'll get the pharmacist for you." You can feign ignorance and say, "I'm new here. Let me get someone that can help you." Just walk away man.

And it's manner.....not manor. FYI

Pushing difficult customers onto other people in your workplace is going to cause problems.

 

[The Recoverer]

OP kinda effed up. Even though the patient is not always right, you gotta stay professional...unless they fling poop at you. Poop flingers cannot be tolerated. (happened to me. true story)😱

 

[xtsukiyox]

Pushing difficult customers onto other people in your workplace is going to cause problems.

Yes, but the pharmacist is the manager of the pharmacy. If the patient is becoming abusive, it is time to escalate, and that is the next escalation point. Especially if the OP was getting frustrated - time to tag someone else in. Since the OP is asking for advice on how to handle it appropriately next time, I really think this is a counterproductive comment.

I would never agree to meet an abusive customer outside the pharmacy. You never know what someone is going to do, and the counter is a deterrent. Remember, you (or, more to the point, the pharmacist) still have the right to refuse service if the situation cannot be deescalated.

I dig rxlea & bob1234's advice, in particular.

 

[rxlea]

Lol just keep saying "I understand" while your figuring out the price etc...oh, and don't tell the customer to meet you to talk. If they are belligerent then go with the flow and don't blow up. What I've learned over the years is NEVER take anything personal, especially from someone you don't know.

Never say "I understand". Use a reflecting response instead.

You learn things over time. Instead of saying "I think were out" right away, try "Let me check our stock for this medication". If you have it, then continue with the next thing on the list (insurance, starting a new file, etc), if not then I tell them when the next order comes in and offer to call another store to check their stock if they need it same day.

People don't know what you do, so when the barrage of questions comes in, just take them one at a time. Trying to answer 5 questions before you know you even have the drug is just wasting time. When the patient asked you the price etc etc, I would have just told him "Once I know we have the drug in stock I can find the price for you". I try not to let people pressure me and just take it one thing at a time. It's not worth doing things faster than you are comfortable with because when a mistake is made, you can't say "The customer was rushing me so I made up the medication really fast."

Don't take these tough customers personally. These people exist and can remind you never to be like them. Imagine how much anger/hate they harbor everyday, what a waste of an existence. You don't have to kiss their ass, just treat them like any other patient, but don't let them get to you. Punching a desk isn't going to help anything.

Yep.

 

[rxlea]

Pushing difficult customers onto other people in your workplace is going to cause problems.

Not in this instance. Getting the pharmacist would have been appropriate.

 

[Digsbe]

I would not have attempted to try and calm him down outside. I would let the pharmacist deal with the situation. It's not your business or your job to calm them down if they chose to flip out and if the fill is refused that's the patient's problem, not yours and it is no longer your pharmacy's problem either. It sounds like this guy is probably an addict or is selling the stuff. People have anger issues, it's not your fault that they have them. As long as you act professionally and do your job it's not your responsibility if someone is unhappy with your answer and decides to act irate. After I let the pharmacist deal with it. I would have not engaged the person anymore and let things go.

 

[owlegrad]

Never say "I understand". Use a reflecting response instead.

Meh I think a bit too much is made of the difference between sympathy and empathy, reflective responses, etc. As long as you show you care most people receive your comments in the spirit they are given (IMO).

 

[Ezoption]

OP kinda effed up. Even though the patient is not always right, you gotta stay professional...unless they fling poop at you. Poop flingers cannot be tolerated. (happened to me. true story)😱

The Eff! They flung poop at you?!

 

[Sugoi Travis]

OP kinda effed up. Even though the patient is not always right, you gotta stay professional...unless they fling poop at you. Poop flingers cannot be tolerated. (happened to me. true story)😱

Did some guy take a dump in his hand and then proceed to throw his fecal matter in your general direction while screaming "PINK EYE INCOMING?"

 

[rxlea]

Meh I think a bit too much is made of the difference between sympathy and empathy, reflective responses, etc. As long as you show you care most people receive your comments in the spirit they are given (IMO).

Reflective responses show you care. They've worked really well for me on IPPE. To each their own. I like using them.

 

[owlegrad]

Reflective responses show you care. They've worked really well for me on IPPE. To each their own. I like using them.

Hey if it works use it. I just think communication buzz words are overplayed. I don't think most people care if you say "I understand" vs "Sorry to hear that" vs "You seem upset". 😉

What people really respond to is the attitude you use in delivery.

 

[chobo]

K so lets get back on track here... More insights will be appreciated

 

[owlegrad]

K so lets get back on track here... More insights will be appreciated

What insight are you looking for? What more is there to say? What do you think would be the best way to handle this if it happened again?

 

[rxlea]

Hey if it works use it. I just think communication buzz words are overplayed. I don't think most people care if you say "I understand" vs "Sorry to hear that" vs "You seem upset". 😉

What people really respond to is the attitude you use in delivery.

attitude is everything. I'll agree with that part.

 

[The Recoverer]

So back to what I was saying earlier. I had Sh- flung at me during my days of glory at Kmart....

 

[The Recoverer]

Did some guy take a dump in his hand and then proceed to throw his fecal matter in your general direction while screaming "PINK EYE INCOMING?"

The Eff! They flung poop at you?!

it was a middle aged woman who ALWAYS requested everything like 2 weeks early. I don't remember what she was angry about this time. But she threw poop (not sure where she got it from) at our window. We had to close the pharmacy for 2 days..........

Her? Walked off. not a scratch. Next week she was back like nothing had happened.

 

[radio frequency]

We had a patient who was really rude and loud and angry all the time. I couldn't figure out what we did to make her mad. It turned out she was schizophrenic and just always behaved that way...so you never know what issues patients are dealing with that you can't see. Don't take things too personally.

 

[Exonuclease]

it was a middle aged woman who ALWAYS requested everything like 2 weeks early. I don't remember what she was angry about this time. But she threw poop (not sure where she got it from) at our window. We had to close the pharmacy for 2 days..........

Her? Walked off. not a scratch. Next week she was back like nothing had happened.

wow thats messed up. one time i had a patient throw her son's rx bottle back at my face cause the dr didn't write DAW and it got filled generically.

 

[chobo]

K guys,
Found out I got suspended from work a couple of weeks. The manager called me and stated that he doesn't know whats going on but he just said just hold tight and let me explain to the pdm what really happened. Is there anything I could do?

 

[Sugoi Travis]

Did anyone tell you the reason why you were suspended?

 

[chobo]

No nobody told me the manager said he doesn't know the reason and he will inform me soon

 

[The Recoverer]

Hello guys,
I have been working as a pharm tech for an year now and I believe I have been good so far.. However, yesterday I had a argument with a customer that I have not seen before. I provide good customer service to all of my patients, but there is just that customer who wants to argue for no reason.. So this patient comes in with a prescription for narcotics and he ask me in a rude manor "yo fill it". I tell the patient we might be out of that strength and he becomes aggressive, swearing furiously. I tell him to hold for a second to see whether we have that particular strength in stock and the patient just kept shouting in a rude manor "how much is it"? I ask the patient to give me his information because he seem new and he was just demanding the price of the narcotic. I tell him that I would not be able to give him a price because I haven't processed the script yet. He was like are you serious? Then I ask him if he has insurance and he was like are you serious? I ask you for a price on the narco so wouldn't that mean I don't have any coverage?
So, this patient kept moaning and shouting the whole time at me. I am trying to help him out but he kept telling me I am a bad employee. At that time I was kind of frustrated and I jabbed my desk lightly to get my frustration out and tried to move away from the situation by walking away, letting the pharmacist deal with the problem. The man got furious so I told him let me see him outside for a bit to talk to him and try to calm him down. Well this patient thought that I was asking him for a fight when I stated "let me see you outside." I was telling him that I just wanted to talk to him in the waiting room to alleviate the tension between us both. However, it didn't go as plan and he walked straight to my face and was shouting "I don't talk to kids, and I am going to sue you because you have threatened me". All I said was go ahead and called the manager and went home because my hours were up...

So basically, how can I have handled this situation better? Did I make the right or wrong decision? I want to provide the best customer service to my patients so every insight from you guys is crucial. Thanks guys...

You got suspended because of your language both verbal and body language. I don;t think it was in your responsibilities to tell the patient to meet you outside. You are not responsible for talking to the patient outside of the work setting to calm him/her down.

Then to make matters worse, you said "go ahead", which is basically letting the patient know that you are being passive aggressive and trying to intimidate the patient. You got an uphill battle but I wish you the best of luck👍

 

[Panliz]

No nobody told me the manager said he doesn't know the reason and he will inform me soon

I feel like if this happen next time, just answer what he wants. It is obvious he was being irrational and upset about something. Those people want to make others upset too. you just have to tolerate it and don't let him get you. I bet he saw you jab the desk.

 

[Carboxide]

You got suspended because of your language both verbal and body language. I don;t think it was in your responsibilities to tell the patient to meet you outside. You are not responsible for talking to the patient outside of the work setting to calm him/her down.

Then to make matters worse, you said "go ahead", which is basically letting the patient know that you are being passive aggressive and trying to intimidate the patient. You got an uphill battle but I wish you the best of luck👍

This. Trying to go in front of the counter was a giant mistake. It is a clear sign of aggression even if you did not intend it that way. I expect you will likely be fired.

 

[Skrumpy]

I guess I'll play the devil's advocate here somewhat. I would never stand to be treated like you did OP, even if it was a tweaking out seeker. I wouldn't have acted aggressively, but if I couldn't have passed it off immediately to a pharmacist (probably the best part of your job as a tech is passing off the crap to them! ) then I would have immediately called 911 and claim I felt threatened. The last thing a seeker wants is involvement from law enforcement.. my guess is that guy would have calmed down and been your new best friend had you gone down that road.

It may seem like the end of the line at that job.. but like you said you are making $6.50/hr you can go make that somewhere else and deal with less crap. IMO go get a hospital tech gig, one of the best things I ever did. I make $20/hr (even more with shift differentials) and have no tweaked out seeker interaction. It's much less stressful and definitely more laid back. You don't have to deal with insurance claims, answering phones, the register or drive-thru, etc. Check out other options before you start to stress out about it. Trust me, you'll thank yourself later. Talk to your manager and try to end things on a good note if it comes to that.

 

[The Recoverer]

IMO go get a hospital tech gig, one of the best things I ever did.

yes, because a hospital Job is sooooo darn easy to get these days....

 

[Skrumpy]

yes, because a hospital Job is sooooo darn easy to get these days....

Not sure where you are from, but here in my area we have a huge need for hospital techs. They are paying people massive amounts of OT and even drafting people to stay for unfilled shifts. We are short 3-4 full-time people. All you need is 1 year of retail experience. I'd say that is pretty "darn easy to get" a job at a hospital in our metro area. I would even go as far as saying that all 3 of our hospital systems probably provide a good example for trends in other hospitals. That being, a good portion of techs seemingly rotate through and there is decent turn over. Thus, my guess is that there are opportunities anywhere as long as someone is willing to put in the effort to find them.

 

[rxlea]

Not sure where you are from, but here in my area we have a huge need for hospital techs. They are paying people massive amounts of OT and even drafting people to stay for unfilled shifts. We are short 3-4 full-time people. All you need is 1 year of retail experience. I'd say that is pretty "darn easy to get" a job at a hospital in our metro area. I would even go as far as saying that all 3 of our hospital systems probably provide a good example for trends in other hospitals. That being, a good portion of techs seemingly rotate through and there is decent turn over. Thus, my guess is that there are opportunities anywhere as long as someone is willing to put in the effort to find them.

Hospital jobs are hard to get in my state.

 

[The Recoverer]

Not sure where you are from, but here in my area we have a huge need for hospital techs. They are paying people massive amounts of OT and even drafting people to stay for unfilled shifts. We are short 3-4 full-time people. All you need is 1 year of retail experience. I'd say that is pretty "darn easy to get" a job at a hospital in our metro area. I would even go as far as saying that all 3 of our hospital systems probably provide a good example for trends in other hospitals. That being, a good portion of techs seemingly rotate through and there is decent turn over. Thus, my guess is that there are opportunities anywhere as long as someone is willing to put in the effort to find them.

wtf?!?!!? You must live in heaven. First of all. In m y state (VA), It is near impossible to get retail experience. 1 year of retail exp is HARD to get. I have it but it took me about 2 years of searching AFTER i got my license to get a retail job. We have around 5 or 6 big hospitals in the area. Most of them require a min of 3 years of retail experience or 2 years of hospital exp to get a tech job there.

For example, the local hospital in my area is known for it's cardiac surgeries. The job application for techs actually require 3 LORs, 2 LORs from medical professionals and 1 from a science professor.. I dont know where you live, but it sure is a good place to live

Getting a tech job at the hospital is a privilege here.

 

[Skrumpy]

Hospital jobs are hard to get in my state.

wtf?!?!!? You must live in heaven. First of all. In m y state (VA), It is near impossible to get retail experience. 1 year of retail exp is HARD to get. I have it but it took me about 2 years of searching AFTER i got my license to get a retail job. We have around 5 or 6 big hospitals in the area. Most of them require a min of 3 years of retail experience or 2 years of hospital exp to get a tech job there.

For example, the local hospital in my area is known for it's cardiac surgeries. The job application for techs actually require 3 LORs, 2 LORs from medical professionals and 1 from a science professor.. I dont know where you live, but it sure is a good place to live

Getting a tech job at the hospital is a privilege here.

Wow are you guys serious? If it was that hard to get a hospital job out here I would have never been hired. No way I could have scrounged up LoRs at that point. Also 95% of my co-workers wouldn't be working here either. Hell we have techs that have failed the PTCB exam 5-6 times (it's not a requirement to work in our hospital yet for another year) and who I would classify as grossly incompetent. Yet we will be stuck with them for life as we are union and never fire anyone. I wouldn't call it "heaven" but I was under the impression that MN was more strict than other areas, especially now that we'll be requiring that 18month tech class in a few months. I am being 100% serious in that our requirements are only 1 year of retail tech experience (which we've waived for others who have simply worked in a pharmacy front store, as a clerk or floor manager). It is very very easy to get a retail tech job as well. My GF does the hiring for her CVS and most of the people that apply don't even have their tech license yet. CVS does have their own in house tech "training program" though so I'm sure that factors in. I'm not sure how some of the other retail pharmacies work, but up here pretty much everyone that works in the store is required to have a tech license (including the store managers and front clerks).

 

[littleowl]

^^^^ This. We can't keep tech help throughout the hospital system that I work for. It's insane! I make three times as much as I did working for CVS and do half the work. Even the pharmacists in my department are grouchy and irritable most of the time and I honestly don't understand it. Of course to be fair, I've been a CPhT for ten years but most of our pharmacists are new grads who have never had to actually work in a real retail setting. Most of the techs I work with are non-certified with little or no prior experience so it really does depend on the area of the country you live in. South Carolina isn't looking so bad now that I've read some of the above responses.

 

[The Recoverer]

I need to move to where you guys live! There are shortages of hospital techs there? In my undergrad years, people would kill for that kind of an opportunity. Good luck to you guys. I know hospital experience is definitely a BIG plus on your applications! I personally only have around 2 years of retail tech exp. ZERO hospital exp because I could not get enough LORs. and there were no openings. There was a waitlist of people trying to be a tech at two of our hospitals. No chance for me😳

 

[The Recoverer]

wow. You guys sure are lose on the PTCB. in VA, at least in my area, there is a 6 month leeway where you HAVE to get certified (State only) after you get hired. Or else they won't let you keep working.

 

[chobo]

You got suspended because of your language both verbal and body language. I don;t think it was in your responsibilities to tell the patient to meet you outside. You are not responsible for talking to the patient outside of the work setting to calm him/her down.

Then to make matters worse, you said "go ahead", which is basically letting the patient know that you are being passive aggressive and trying to intimidate the patient. You got an uphill battle but I wish you the best of luck👍

How did I verbally offend him?

 

[The Recoverer]

How did I verbally offend him?

When in the world did I ever say you verbally OFFENDED him? I just said you said certain words that you should have kept in your mouth.

When a customer tells you they are going to sue you, you never ever tell them to "go ahead". That's the worse reply you can say.

And where did you come up with the idea to tell him "to meet you outside?!". All you do is to keep apologizing and say, would you like to speak with my manager? (your pharmacist). I never said you verbally offended him, you didn't. You just verbally pissed him off.

 

[chobo]

When in the world did I ever say you verbally OFFENDED him? I just said you said certain words that you should have kept in your mouth.

When a customer tells you they are going to sue you, you never ever tell them to "go ahead". That's the worse reply you can say.

And where did you come up with the idea to tell him "to meet you outside?!". All you do is to keep apologizing and say, would you like to speak with my manager? (your pharmacist). I never said you verbally offended him, you didn't. You just verbally pissed him off.

Where did I come up wit the idea to tell him meet me outside to talk to him? In my head of course? The pharmacist was not doing anything about the situation so I guess I was trying to be the bigger man and try to talk with him inside but outside of the department. Well, just got a call from my supervisor and she said that he was at fault so I think I am fine

 

[pharmacyrx90]

All you can do is just brush it off and do what you think is right. I always deal with angry customers. I am the only guy that works in my pharmacy, I work with 2 female pharmacists, and 2 female techs, no complaints here. Anyways since I am Indian, I am always told I need to go to my home country, or cause of my big ears I get called elephant guy all the time. It's frustrating but stay focused on your job, that's all the matters.