dealing with rude Dr. as a customer

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HaleyRX

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This happened to me a few weeks ago but I've still got it on my mind because I'm wondering what I did wrong.
I'm a certified pharmacy tech for CVS in Baton Rouge. I go to LSU. I am a pretty bubbly, upbeat person.
A Dr. dropped off a script for himself and told me he would be waiting for it. I said okay. It was for a C-II, so I went over and asked the pharmacist if he had enough in stock, and she said yes. She pulled it for me. (Techs aren't supposed to pull C-II drugs in this area.) Then the pharmacist got a call on her cell phone. I typed the script, filled it, and the pharmacist came up front, checked it, and then went back to her call.
So when the Dr. walks to the register, I said "oh yours is right here." I picked it up from the "waiters" bin and as I was walking to the register I said "your total was $210.96, sir." (I was a couple of feet from him. No one else around.)
The Dr. looks at me and said "young lady, you could really use some lessons in professionalism. I'm a Dr., so I'll give you some career advice." I just stood there looking at him, because I didn't know what he meant. I usually get compliments from customers for being cheerful and friendly. The Dr. goes on to say, "you turned around and asked the pharmacist about the inventory instead of checking yourself, which is what you should've done. and just now you said out the total without making eye contact. You need to be still and make eye contact at all times when talking to a customer. I can't believe your lack of professionalism. What school do you go to?"
I looked at him and said "LSU." He frowned at me and said "Hmm. Well you really need to work on your professional attitude." So I again repeated his total to him and gave him his receipt. I didn't thank him, because I was shocked at what he said to me. I couldn't believe it. I always welcome constructive criticism but I talked it over with the pharmacist and she said she didn't see the problem either, and that he actually went to the same school I do for undergrad, so that was why he was mad about that.
No HIPAA rules were violated, I'm always very careful to talk low enough that no one has to compromise their privacy. The other tech that was there said if he would've done that to her she would've gotten an attitude back with him, and I wanted to, but I knew it would just make it worse. But I fear that retail incidents like this make me passive-aggressive.
 
As another pharmacy technician, I don't see a problem with anything here. I suppose it would be more formal and professional to make eye-contact with whoever you're talking. If we're trying to maximize professionalism in the strictest sense, then I can see what he's saying. But I don't see your routine as inconsiderate or impolite.

I wouldn't worry about it. I'd be sure to put on your "professional formal" face when you see him next time. I've noticed that a lot of people have certain moods or demeanors that they bring with them into the store, and I try to adjust accordingly. Keep in mind, though, that I've been described as "quirky," to which they meant as a compliment and I took it as such. For the large part, I'm usually rather upbeat and informal with everyone.

As for passive-aggressive, I'd just be sure to take the time to vent to someone once in a while, or be careful not to take it to heart. It's a stressful job, and a lot of us feel the same way, but you don't really read stories about technicians and pharmacists "going postal."

--Garfield3d
 
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Somebody's throwing his weight around. If there's anything you can take away from this interaction after the fact (maybe the eye contact thing was legitimate) then consider it and incorporate as you see fit. Otherwise, purge it.

The most relevant advice comes from your preceptor/pharmacist. Did you run this encounter by them?
 
There is always more than one side to each story. Assuming that what you relayed is wholly true, then you didn't lack professionalism; he did. Just forget about it and go back to being your bubbly, quirky self. We all know that there are better things in life to worry about. More importantly, there are things in life even better- those which cause us no worry.
 
If it makes you feel any better, I'm a tech, soon to be a pharmd student. I'm 38 years old. Prior to deciding on pharmacy I worked 20+ years in high heels in an EXTREMELY professional business environment.

I work at the hospital right now. I am always professional in a business setting. However, there is one doctor at the hospital that apparently is a jerk. No matter what I do he's rude. He was rude the first day I met him.

There are some people out there that actually enjoy trying to ruin someone else's day. You can't let it bother you. Easier said than done, but there will be MANY more doctors in your career who need to take a couple of classes in human interaction.

Instead of getting upset you should feel sorry for them that this is what is required for them to feel better about themselves. At the end of the day I'm still happy, upbeat, and go home to a loving husband. At the end of the day they are still an a**. They hurt themselves much more than they could ever hurt me.

Keep your chin up!
 
I agree with what everyone else has said. The only thing I will add on is, don't think of it as being passive-aggressive. Think more about it as being diplomatic. The art of diplomacy is one skill that everyone needs to have when working in a pharmacy b/c you are dealing with people that are sick and just came from a Dr.'s office after having waited there and are waiting in your pharmacy. They aren't happy about having to spend money on the Dr.'s visit nor the meds they are getting at your pharmacy. Your bubbly personality is probably a welcome sight when you are seeing people on some of their worst days. Chock that guy up to being one of the rude and inconsiderate Dr.'s out there, of which there are many.
 
The art of diplomacy is one skill that everyone needs to have when working in a pharmacy

Diplomacy is saying "nice doggy" until you can find a rock. 😀

Definitely need that one! Just replace the "nice doggy" with "nice doctor"...
 
I'm in a hospital now, but when I worked retail, I probably didn't look at every patient when I was telling them their total. I was usually pulling out the drugs, verifying the names on them, adding up the total in my head so I could tell the patient before ringing it up (so if they freaked out and didn't want it, I didn't have to bother a manager to void the transaction). Not a big deal.

Maybe he's just a jerk, maybe he's used to a hospital where technicians tend to have free range to play with CIIs; you don't owe anyone explanations as to how you do your job (in fact, at that point I might refer the complainer to the pharmacist), and I'm right there with you - I am allowed to fill/inventory/stock CIIs where I work BUT if I find a CII where it's not supposed to be (like if a nurse leaves drugs on a counter or in a return bin where they shouldn't) I won't touch it with a ten-foot pole. I don't even want my fingerprints on it. All of those things get referred to my manager.. don't let someone make you feel bad about doing your job the way you're supposed to! Plus, the pharmacist had to check the script anyway, so it's not like he can be pissed that you shared his personal information with someone who didn't need it or something.

I agree with other posters though... not talking back doesn't mean you're passive-agressive, it means you're doing your job right (sucks, huh?). And, unfortunately, doctors will continue to be jerks for tons of other reasons ("how dare you ask what my illegible scribble looks like! I'm too busy to deal with you questioning my 10gms daily of tylenol for this alcoholic patient!"). Getting attitude won't help the patient (even if the patient is a dumb doctor). He's having a bad day; you don't have to!
 
It's nice where I work, we have a compounding lab where you can go and gripe about those lovely customers. We had one that was giving our intern a hard time b/c the compound she was getting wasn't ready yet. She was getting rectal rockets and one had broken when it was being pulled from the mold by the intern and she got very flustered by the pushy customer. I told her that it was no big deal and she needed to immediately go grab the stock bottle of salicylic acid and drop about one gram in the melted rocket before re-pouring it. When the patient used that one, she would get the message to not be like that when getting something that has to be made from scratch and can't be just pulled off the shelf. Now, that wasn't for her to actually follow b/c I would never let anyone do something like that. Although the visual is hilarious and I'm sure everyone that has had to deal with a customer like that would love to get some payback like that. It was more to make her laugh and calm down.
 
Haley, don't let those uppity people tell you how to do your job. You are a very sweet person, and they want nothing more than to feel better about themselves by trying to make you feel like crap. The next time a customer wants to make you feel bad, don't answer their questions or agree with them in any way. If possible, just complete the transaction without any extra words and let them look like they're talking to themselves when you don't respond. If you acknowledge their rudeness, they'll just keep it comin'.

I miss working with you so much. 🙁 I hope you're doing well. 🙂
 
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Chock that guy up to being one of the rude and inconsiderate Dr.'s out there, of which there are many.
Chalk - like they do at murder scenes. They chalk up lines around the body.
 
oh my god i'd pay money to go back in time and possess your body with my mind so that i could piss him off even more for my entertainment
 
It's ok, I know how you feel. I'm uppity at work too, but some people are just out to ruin your day because they're having a ****ty one.
 
You did what you were supposed to do and he was in fact the one being rude. He's also ignorant if he thinks a tech or cashier should be performing CII stock-checks.

You know if you did the stock-check and told him you had the medication, only to find out from your pharmacist that you didn't have the full quantity, he would be giving you the same professionalism lecture about having your pharmacist perform CII stock-checks. Luckily the number of good, considerate patients outweigh the mean ones. People who are rude tend to be unhappy people and lead miserable lives. It should make you feel great about being a bubbly, outgoing person!

Just don't loose any sleep over it. When you recognize him the next time he comes in, just expect to be treated poorly, and hopefully he treats you better than expected. Just do what you've been trained to do. That's what you get paid to do.

I'm surprised your pharmacist didn't step out and lecture the MD about talking to his/her employees that way. My pharmacists have called out MDs when they're out of line.
 
This happened to me a few weeks ago but I've still got it on my mind because I'm wondering what I did wrong.
I'm a certified pharmacy tech for CVS in Baton Rouge. I go to LSU. I am a pretty bubbly, upbeat person.
A Dr. dropped off a script for himself and told me he would be waiting for it. I said okay. It was for a C-II, so I went over and asked the pharmacist if he had enough in stock, and she said yes. She pulled it for me. (Techs aren't supposed to pull C-II drugs in this area.) Then the pharmacist got a call on her cell phone. I typed the script, filled it, and the pharmacist came up front, checked it, and then went back to her call.
So when the Dr. walks to the register, I said "oh yours is right here." I picked it up from the "waiters" bin and as I was walking to the register I said "your total was $210.96, sir." (I was a couple of feet from him. No one else around.)
The Dr. looks at me and said "young lady, you could really use some lessons in professionalism. I'm a Dr., so I'll give you some career advice." I just stood there looking at him, because I didn't know what he meant. I usually get compliments from customers for being cheerful and friendly. The Dr. goes on to say, "you turned around and asked the pharmacist about the inventory instead of checking yourself, which is what you should've done. and just now you said out the total without making eye contact. You need to be still and make eye contact at all times when talking to a customer. I can't believe your lack of professionalism. What school do you go to?"
I looked at him and said "LSU." He frowned at me and said "Hmm. Well you really need to work on your professional attitude." So I again repeated his total to him and gave him his receipt. I didn't thank him, because I was shocked at what he said to me. I couldn't believe it. I always welcome constructive criticism but I talked it over with the pharmacist and she said she didn't see the problem either, and that he actually went to the same school I do for undergrad, so that was why he was mad about that.
No HIPAA rules were violated, I'm always very careful to talk low enough that no one has to compromise their privacy. The other tech that was there said if he would've done that to her she would've gotten an attitude back with him, and I wanted to, but I knew it would just make it worse. But I fear that retail incidents like this make me passive-aggressive.

I truly feel bad for u when u have to listen to these BS* advices about professionalism from the hemmoroid (Spelling?) + ******ed doctor. I mean, come on...give the kid a break...just get the medication filled and get the F* out of the pharmacy, please. WHo gives a shi%t about you being a doctor...lecturing a young girl who just doing her job. If i were you, would just say something back like this, "Thanks for the advices, SIR. But i think your patients are waiting for you at your office, and your wife is waiting for u at home...I think u should spend more time with them, instead of giving me the lecture about professionalism, SIR". Emphasize on the term "SIR". Most anal doctors hate it when u call them "SIR". But who cares...Remember, once he's out of his office and/or his hospital, he's the customer like anyone else.

Anyway, don't think too much...
 
Screw him, he was out of line. I rarely make eye contact with customers, and that hasn't gotten me into trouble.

From what I know about C-II Medications, the pharmacist pulls the medication from the locker, counts it, and verifies it, but the techs can type it up and find out if it is in stock by looking in the CII Log Book.
 
It amazes me that MDs -- who spend all that time in school and should theoretically be highly educated -- can behave like idiots.
 
i wonder if the rude customer is really a doctor. it doesn't mean u r a doctor just cause you said so.
also, why his med is 200USD+? Does he have insurance?
i work with a pharmacist who may not even sell CII to ppl without insurance. There is ppl buy CII with cash and sell them on the street. I work at a shady area so...things happen here.
 
I thought doctors are not supposed to prescribe themselves control substances; Its against the law. Correct me if I'm wrong on this
 
THANK YOU ALL for your support 🙂

It is good to know that I didn't do anything as horrible as he made it seem. To clear up a few things, he didn't write his own script, it was from another doctor. Also, the C-II log book at this particular store isn't updated too often. I'm not sure why.

Anyways, I guess the upside from working retail is that I'm really nice to all clerks, waitstaff, etc. that I come into contact with. Sometimes I guess I just get surprised when people say things to me that I would NEVER say in those situations.
 
It is good to know that I didn't do anything as horrible as he made it seem. To clear up a few things, he didn't write his own script, it was from another doctor. Also, the C-II log book at this particular store isn't updated too often. I'm not sure why.
I know personally in the store I work in we use to constantly update that book, but one day OSHA came in and fined us for the logbook not exactly matching our stock when there was no error. Now we do not update it to avoid the potential fines, and just count CII's multiple times.
 
The law on that varies by state. But I don't see where in the OP it said the doctor was his own prescriber.

"A Dr. dropped off a script for himself". Isn't that implying thats he prescribed himself the medication?
 
"A Dr. dropped off a script for himself". Isn't that implying thats he prescribed himself the medication?
No. Don't you drop off prescriptions for yourself?

The original post is just saying that the doctor dropped off his own prescription. For example, it wasn't written for his wife and somebody else didn't drop it off for him. It was his prescription and he dropped it off himself.

She didn't say that the doctor called in his own prescription, wrote his own prescription, or prescribed his own medication. IMO.
 
Stinks to be you guys. Here in Oklahoma we can inventory, fill out 222's(not sign them of course), compound them, enter the RX in the computer, do pretty much anything but counsel, verify, and sign the 222.
 
Yeah I guess it varies by state. A lot of the pharmacists in the area I work vary on how strict they are on things.

For example, the first store I worked at, I wasn't allowed to be near the safe while the pharmacist opened it(pharmacist was scared that we would steal the combination when there was a camera watching the safe anyway). And, I wasn't allowed to do compounding or reconstituting even though we had an automated system for that.

The one I work at now, I'm still not allowed to go into the safe but I can unpack the shipments, which have CIIs right there. We generally don't move the shipments into the secure area until like 1/2 hour before closing. I can do compounding and reconstituting here, and some counseling with the supervision of the pharmacist or just repeating the directions of the pharmacist.

Another pharmacist I know is really paranoid about narcotics. One day we were out of stock on a narcotic for a guy who regularly gets narcotics prescriptions. So we sent him to the other store after checking if they had it in stock, but the pharmacist over there asked me like 10 questions about the history of the guy, if he was a drug addict(he was), how does the prescription look, etc.
 
This happened to me a few weeks ago but I've still got it on my mind because I'm wondering what I did wrong.
I'm a certified pharmacy tech for CVS in Baton Rouge. I go to LSU. I am a pretty bubbly, upbeat person.
A Dr. dropped off a script for himself and told me he would be waiting for it. I said okay. It was for a C-II, so I went over and asked the pharmacist if he had enough in stock, and she said yes. She pulled it for me. (Techs aren't supposed to pull C-II drugs in this area.) Then the pharmacist got a call on her cell phone. I typed the script, filled it, and the pharmacist came up front, checked it, and then went back to her call.
So when the Dr. walks to the register, I said "oh yours is right here." I picked it up from the "waiters" bin and as I was walking to the register I said "your total was $210.96, sir." (I was a couple of feet from him. No one else around.)
The Dr. looks at me and said "young lady, you could really use some lessons in professionalism. I'm a Dr., so I'll give you some career advice." I just stood there looking at him, because I didn't know what he meant. I usually get compliments from customers for being cheerful and friendly. The Dr. goes on to say, "you turned around and asked the pharmacist about the inventory instead of checking yourself, which is what you should've done. and just now you said out the total without making eye contact. You need to be still and make eye contact at all times when talking to a customer. I can't believe your lack of professionalism. What school do you go to?"
I looked at him and said "LSU." He frowned at me and said "Hmm. Well you really need to work on your professional attitude." So I again repeated his total to him and gave him his receipt. I didn't thank him, because I was shocked at what he said to me. I couldn't believe it. I always welcome constructive criticism but I talked it over with the pharmacist and she said she didn't see the problem either, and that he actually went to the same school I do for undergrad, so that was why he was mad about that.
No HIPAA rules were violated, I'm always very careful to talk low enough that no one has to compromise their privacy. The other tech that was there said if he would've done that to her she would've gotten an attitude back with him, and I wanted to, but I knew it would just make it worse. But I fear that retail incidents like this make me passive-aggressive.

I think the Doctor thinks he is better than everyone else and knows what's right and wrong. Some MD's have this mentality and you should've defended yourself by telling him that you are not allowed to check CII's plus how the hell can you know if an open bottle in a locked cabinet has 30 pills, etc when you don't have the key.

Second eye contact is important but you don't have to stare someone in the eyes all the time prob. 30% is good enough and he lacks professionalism in his lack of respect for others without hearing their side. He's just an idiot who thinks bc he holds a degree from a med school he's right in everything. Alot of Doctors have aton of problems including being married to their jobs, lack of sleep, feeling of superiority, etc. I would've just answered his questions in a nice way which would've made him mad and me more happy to see him mad :laugh:. It takes time to relate with customer though bc I had aton of problems at first but almost zero now for awhile which is more like it 😀.
 
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