Dispensing Error - What to say exactly

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Momus

Momus

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Honest to god, I suck at compassion even if I make the mistake and know how serious the situation is... My face is straight up, doesn't change a bit even if I apologize to the customer (need an acting class...) I technically do not have a people person skill...

How do you handle a customer who you dispensed a wrong med/strength of medication?

What do you say exactly to this customer to ease his/her anger?
 
In the UK, a dispensing error is a criminal offence. On the occasions when the pt has died (inquest found NOT due to the error), pharmacist has been initially charged with manslaughter, then charged with 'supplying a substance, not of the nature intended'.

The last government promised to alter law to decriminalise errors, but with change of government, nothing happened.

I have made many errors, apologise profusely to the patient and thank them for bringing error to your attention. say, you would like to prevent a similar error in the future and ensure that you have full facts. This usually defuses the situation. Never try to deny error been made or make excuses such as being busy etc.
johnep
 
Momus said:
Honest to god, I suck at compassion even if I make the mistake and know how serious the situation is... My face is straight up, doesn't change a bit even if I apologize to the customer (need an acting class...) I technically do not have a people person skill...

How do you handle a customer who you dispensed a wrong med/strength of medication?

What do you say exactly to this customer to ease his/her anger?
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Start with I'm sorry... Explain what happened, completely correct the error, then move on. Everyone makes mistakes. Only the huge ones or those not apologized for make it to the board (usually)
 
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Say I'm sorry for this situation, refund the money, and give them the correct medication at no charge.

Dispensing errors are normally a civil issue. Except for that case in Ohio, no criminal charges occur. The state boards of pharmacy normally understand errors do occur. They only get involved if you the pharmacist did something blatantly wrong or treat the customer badly.
 
Apologize. But I wouldn't add a whole bunch of reasons why it was filled incorrectly. Then it would sound like you're making excuses.

Instead of attacking the patient with "oh, it was really busy" or "oh, my tech is new and pulled the wrong bottle" etc etc --- tell them that you, as a pharmacist, will make changes so this won't happen to them or to anyone else again. Showing that changes will be made tend to calm a patient down.

Thank them for bringing it to their attention.

But overall, if you had amazing customer service and this patient was a regular at your store, most of them respond, "that's okay sweetie. it looked a little busy before. thank god i realize the problem before taking it. its fine. I understand." (ok, so this might be the ideal patient... but this happens in pharmacies with great patient care)
 
I've been at the pharmacy a handful of time when this has happened and have been glad that I was not the pharmacist. Last time it happened, someone (and mind you, I work with 90% 18-22 yr olds with most thinking the job is no different than working at mcdonalds) put hydroxyzine into the cephalexin bin of the yuama. Turns out the pt was already on hydroxyzine. Ended up they took like 300mg of hydroxyzine in a 24h period and the mother was freaking out because the kid was completely out of it. Glad the kid was alright and it wasn't some other medication. Kinda wish they had idiot proof scanners for filling the yuama like they do with filling most rxs.
 
joetrisman said:
I've been at the pharmacy a handful of time when this has happened and have been glad that I was not the pharmacist. Last time it happened, someone (and mind you, I work with 90% 18-22 yr olds with most thinking the job is no different than working at mcdonalds) put hydroxyzine into the cephalexin bin of the yuama. Turns out the pt was already on hydroxyzine. Ended up they took like 300mg of hydroxyzine in a 24h period and the mother was freaking out because the kid was completely out of it. Glad the kid was alright and it wasn't some other medication. Kinda wish they had idiot proof scanners for filling the yuama like they do with filling most rxs.
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I'm sorry, but... what is "yuama" ?
 
Ackj said:
I'm sorry, but... what is "yuama" ?
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I think he means yuyama. It is an automatic pill dispensing machine. It labels and places the medication in a vial so that all that needs to be done is cap it and scan it.

MN State Board of Pharmacy requires RPhs to verify the stock bottle and the cell NDC match before a technician fills the cells. You wouldn't think it would be that hard to verify that the drug you are putting the in cell is the right one, but unfortunately mistakes have been made when there was no pharmacist supervision.
 
Depends on the error. If we gave them 5 less pills or something, I'm not gonna apologize. I'm just gonna tell them to give me the bottle and I'll add the 5 pills and send them on their way.

If it's a serious error with wrong medication or strength, I would try to figure out what happened, explain it to them, and then correct it. I RARELY ever use the word "Sorry." If it was someone else's mistake that happened, and this person came back on the day that I was working, I WILL NOT apologize at all. I won't correct the error, I'll just tell them to come back when the other person is in.
 
rxlove said:
I think he means yuyama. It is an automatic pill dispensing machine. It labels and places the medication in a vial so that all that needs to be done is cap it and scan it.

MN State Board of Pharmacy requires RPhs to verify the stock bottle and the cell NDC match before a technician fills the cells. You wouldn't think it would be that hard to verify that the drug you are putting the in cell is the right one, but unfortunately mistakes have been made when there was no pharmacist supervision.
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I just looked at their website, seems very cool. Kind of like a retail version of a Swisslog robot.
 
Sparda29 said:
If it was someone else's mistake that happened, and this person came back on the day that I was working, I WILL NOT apologize at all. I won't correct the error, I'll just tell them to come back when the other person is in.
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Even if it's a serious error? I don't think a patient who just received the wrong drug would want to come back later when the person who filled it is working. They expect the error to be fixed immediately. It's unfortunate that another employee has to suffer the consequences of another person's error, but the patient has the right to have the issue resolved in a timely manner.
 
rxlove said:
Even if it's a serious error? I don't think a patient who just received the wrong drug would want to come back later when the person who filled it is working. They expect the error to be fixed immediately. It's unfortunate that another employee has to suffer the consequences of another person's error, but the patient has the right to have the issue resolved in a timely manner.
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Most stuff we resolve on the spot. All pharmacists seem to make exceptions for customers, and I find myself referring the customer to come back to the store whenever that pharmacist is in if they were promised something beyond general policy. I also find myself telling a lot of people to come back when the pharmacy manager is in (control shortages, etc).
 
joetrisman said:
Most stuff we resolve on the spot. All pharmacists seem to make exceptions for customers, and I find myself referring the customer to come back to the store whenever that pharmacist is in if they were promised something beyond general policy. I also find myself telling a lot of people to come back when the pharmacy manager is in (control shortages, etc).
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Agreed. Same here. I was referring to a scenario that happened recently that I know of where two patients were accidentally given each others prescriptions. The bag had the correct name on it, but the actual bottle had the other person's rx. In that scenario, the verification pharmacist who let that pass through was off for three days, so another pharmacist had to deal with the aftermath. Needless to say, even though she wasn't the pharmacist who made the error, she wasn't just going to let the situation go unresolved all weekend.
 
rxlove said:
Agreed. Same here. I was referring to a scenario that happened recently that I know of where two patients were accidentally given each others prescriptions. The bag had the correct name on it, but the actual bottle had the other person's rx. In that scenario, the verification pharmacist who let that pass through was off for three days, so another pharmacist had to deal with the aftermath. Needless to say, even though she wasn't the pharmacist who made the error, she wasn't just going to let the situation go unresolved all weekend.
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I <3 STARS reports 😍
 
rxlove said:
Even if it's a serious error? I don't think a patient who just received the wrong drug would want to come back later when the person who filled it is working. They expect the error to be fixed immediately. It's unfortunate that another employee has to suffer the consequences of another person's error, but the patient has the right to have the issue resolved in a timely manner.
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Serious error? Then yeah I'll fix it after calling up the other pharmacist to make them aware of it.
 
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Sparda29 said:
Depends on the error. If we gave them 5 less pills or something, I'm not gonna apologize. I'm just gonna tell them to give me the bottle and I'll add the 5 pills and send them on their way.

If it's a serious error with wrong medication or strength, I would try to figure out what happened, explain it to them, and then correct it. I RARELY ever use the word "Sorry." If it was someone else's mistake that happened, and this person came back on the day that I was working, I WILL NOT apologize at all. I won't correct the error, I'll just tell them to come back when the other person is in.
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Im surprised nobody wants to take on Sparda and tell him just how idiotic the bolded part sounds.
 
Sparda29 said:
Really? So you would apologize for something that you didn't do? Fixing the error is one thing. But don't apologize for the other person.
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I am with you on the apologies part. However, I would do my best to fix the error at hand right away regardless of whoever is at fault. Its called damage control.
 
Sparda29 said:
Really? So you would apologize for something that you didn't do? Fixing the error is one thing. But don't apologize for the other person.
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I often say something like, "I'm sorry about this Mrs. Smith, here let me fix this for you." I don't personally take responsibility for the error, but I do let the customer know that I will fix it and that I am sorry it happened.

I always remember this story whenever someone comes in saying that I made a mistake on their medication. My friend flew on Southeastern and lost his luggage. He went up to the counter and after waiting in line told the lady behind the counter, "Hi, um I think you lost my luggage, I can't find it." To which the lady replied, "Sir, I have been behind this counter all day, I couldn't possibly have lost your luggage."

My friend didn't mean that she personally had lost his luggage, he meant the airline. She took a bad situation and somehow made it worse. It is the same in pharmacy, the patient doesn't mean that you personally made the error, just that someone in your pharmacy did. They just want it fixed and a quick "I'm sorry about that" goes along way toward making them feel better. Saying "Kathy Tech made that error Ms. Smith, so come back when Kathy is here so she can fix it" sounds to me like about the only thing you can say to make it worse.
 
owlegrad said:
As a rule, Sparda's tips on how to provide the worst possible customer service should not be responded to.
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Customer service = something I don't believe in when it comes to the healthcare setting. For example today, a patient asked me if I could ring up some sodas along with their script. I smiled and said no, knowing that there is a 150 person long line they are going to have to deal with in the front.
 
Sparda29 said:
Depends on the error. If we gave them 5 less pills or something, I'm not gonna apologize. I'm just gonna tell them to give me the bottle and I'll add the 5 pills and send them on their way.

If it's a serious error with wrong medication or strength, I would try to figure out what happened, explain it to them, and then correct it. I RARELY ever use the word "Sorry." If it was someone else's mistake that happened, and this person came back on the day that I was working, I WILL NOT apologize at all. I won't correct the error, I'll just tell them to come back when the other person is in.
Click to expand...

and your first board complaint will be in 3...2...1...
 
Sparda29 said:
Customer service = something I don't believe in when it comes to the health care setting. For example today, a patient asked me if I could ring up some sodas along with their script. I smiled and said no, knowing that there is a 150 person long line they are going to have to deal with in the front.
Click to expand...

You can believe whatever you want, but what if it was you who was picking up a script and buying soda? Would you like to be made to wait in two lines unnecessarily? Would you make your friends/family wait like that?

You don't like good customer service in pharmacy, fine. But I don't like pricks who do anyway they can to make their patients' lives more difficult. Is it fun for you? I can't imagine you ever being happy in a retail setting. If helping your patients anyway that you can doesn't make your day then you will learn to hate every retail job you have, IMO. I hope I am wrong though, no one should hate their job. Also, I hope you send all your patients my way. 😉
 
owlegrad said:
You can believe whatever you want, but what if it was you who was picking up a script and buying soda? Would you like to be made to wait in two lines unnecessarily? Would you make your friends/family wait like that?

You don't like good customer service in pharmacy, fine. But I don't like pricks who do anyway they can to make their patients' lives more difficult. Is it fun for you? I can't imagine you ever being happy in a retail setting. If helping your patients anyway that you can doesn't make your day then you will learn to hate every retail job you have, IMO. I hope I am wrong though, no one should hate their job. Also, I hope you send all your patients my way. 😉
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I'm not at CVS anymore, so I don't have to worry about people complaining.
 
Sparda29 said:
I'm not at CVS anymore, so I don't have to worry about people complaining.
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That really doesn't address anything that I wrote. :laugh:

I don't think the fear of complaints should motivate you to go the extra mile anyway. If you start each day with the attitude that you are gonna do the absolute least amount of customer service possible...I don't know how to end that thought. How will you ever like your job with that attitude? I think if I had that attitude every day that I work would be hell.

I am glad you like your new job now, but how long will that last?
 
Sparda29 said:
Depends on the error. If we gave them 5 less pills or something, I'm not gonna apologize. I'm just gonna tell them to give me the bottle and I'll add the 5 pills and send them on their way.

If it's a serious error with wrong medication or strength, I would try to figure out what happened, explain it to them, and then correct it. I RARELY ever use the word "Sorry." If it was someone else's mistake that happened, and this person came back on the day that I was working, I WILL NOT apologize at all. I won't correct the error, I'll just tell them to come back when the other person is in.
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Sparda you are the biggest douche on this site. I feel sorry for the patients that have to come into contact with you.
 
crazybob said:
There are posters who are worse.

Sparda can be funny without being unnecessarily rude though.
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I agree. Most of Sparda's posts add much needed levity w/o the unnecessary amount of nastiness that can sometimes be found on these forums. Most of the time he cracks me up. I don't believe for one second he is as bad in real life as he portrays himself here. I hope not for his sake! :meanie:
 
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Sparda29 said:
Depends on the error. If we gave them 5 less pills or something, I'm not gonna apologize. I'm just gonna tell them to give me the bottle and I'll add the 5 pills and send them on their way.

If it's a serious error with wrong medication or strength, I would try to figure out what happened, explain it to them, and then correct it. I RARELY ever use the word "Sorry." If it was someone else's mistake that happened, and this person came back on the day that I was working, I WILL NOT apologize at all. I won't correct the error, I'll just tell them to come back when the other person is in.
Click to expand...

I take a shot of whiskey every time I think about the fact that you will be licensed in the same state I am in and we will have the same degree, provided you get out alive. Every time I see your post I say to myself Sparda could not say anything more ******ed then this, and every time without fail, you manage to impress me.
 
Sparda29 said:
Really? So you would apologize for something that you didn't do? Fixing the error is one thing. But don't apologize for the other person.
Click to expand...

Just wondering... if you were the pharmacist that made the mistake (and we all make lots of them), would you want the other guy on duty to fix your mistake or send them on their way and making things a lot worst?

Keep in mind that people are pretty litagious and with the internet, filing a complaint with the board of pharmacy isnt hard.
 
Aznfarmerboi said:
Just wondering... if you were the pharmacist that made the mistake (and we all make lots of them), would you want the other guy on duty to fix your mistake or send them on their way and making things a lot worst?

Keep in mind that people are pretty litagious and with the internet, filing a complaint with the board of pharmacy isnt hard.
Click to expand...

exactly. you should always get your co-worker's back... not only for reciprocation but also everyone in the workplace is representing one entity.
 
Quiksilver said:
I take a shot of whiskey every time I think about the fact that you will be licensed in the same state I am in and we will have the same degree, provided you get out alive. Every time I see your post I say to myself Sparda could not say anything more ******ed then this, and every time without fail, you manage to impress me.
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Most likely moving to Texas or some hilljack state after I'm done here. Only things holding me back are the New York Mets, the New York Jets, and the quality of hookah smoking bars that you don't find anywhere other than Astoria, NY. (I could just have my friend who owns 3 hookah bars here in NY expand to the other state where I can manage it for him.)

^ Take some shots people.

@Aznfarmerboi - I said I would fix the error if it was something serious, but I wouldn't apologize for it.
 
Sparda29 said:
Really? So you would apologize for something that you didn't do? Fixing the error is one thing. But don't apologize for the other person.
Click to expand...
I'm a big enough man to apologize for someone else's mistake. That other person will hear about it from me, and it will be a lot more miserable than what I had to go through. While we do work in a healthcare setting, we work in the most privatized sector of a privatized healthcare system, so customer service is extraordinarily important. It's really easy to fill somewhere else, and if you treat someone like your (company's) mistake isn't serious or their time isn't valuable, that's exactly what they'll do.

And the company you work for can find a new pharmacist pretty easily, too.
 
I had a day in which the other pharmacist made 2 errors. I apologized, and made everything right. Was I angry about it, yes I was. It was more important that I the current pharmacist deal with it appropriately, then letting it wait.
 
Aznfarmerboi said:
Just wondering... if you were the pharmacist that made the mistake (and we all make lots of them), would you want the other guy on duty to fix your mistake or send them on their way and making things a lot worst?

Keep in mind that people are pretty litagious and with the internet, filing a complaint with the board of pharmacy isnt hard.
Click to expand...

How does a complaint with the board of pharmacy affect you if the error wasn't yours? I'm pretty sure they can't complain to the board of pharmacy about bad customer service. (Maybe to consumer affairs, but they are pretty weak.)
 
Sparda29 said:
How does a complaint with the board of pharmacy affect you if the error wasn't yours? I'm pretty sure they can't complain to the board of pharmacy about bad customer service. (Maybe to consumer affairs, but they are pretty weak.)
Click to expand...

the point is that you and your co-workers are all on the same team (i know i know...), working towards the common goal of filling patient's prescriptions in the most accurate and efficient manner possible. i'm sure if the board of pharmacy found out a mistake was made and you would not apologize to the customer because it wasn't your fault they would consider this quite the selfish move and may even write you up for it. have you ever worked a job before your rotations? this concept is something that is strongly emphasized in every type of workplace (team = together everyone achieves more). it may sound cliche but working together as a single unit allows for a much better environment. remember you are easily replaceable.
 
tungsten87 said:
the point is that you and your co-workers are all on the same team (i know i know...), working towards the common goal of filling patient's prescriptions in the most accurate and efficient manner possible. i'm sure if the board of pharmacy found out a mistake was made and you would not apologize to the customer because it wasn't your fault they would consider this quite the selfish move and may even write you up for it. have you ever worked a job before your rotations? this concept is something that is strongly emphasized in every type of workplace (team = together everyone achieves more). it may sound cliche but working together as a single unit allows for a much better environment. remember you are easily replaceable.
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You will be a perfect fit for CVS.
 
Everyone has bad days and everyone gets tired of being screamed at or blamed for stuff that isn't their fault... the point is that you find a way to deal with it or you don't... some people can handle retail and some people can't (or they try, and become drunk often and/or depressed?).

As much as some customers really bother everyone in the pharmacy you kind of have to think of it this way... the more you do things right and give the customers a little respect and service, the easier it is for you, and the faster they get what they need and leave you alone. If you constantly look at your patients as a bother whenever there is an error, complaint, or some kind of issue that you don't want to deal with, then you're just going to be in a power struggle that your probably not going to win.
 
Sparda29 said:
Most likely moving to Texas or some hilljack state after I'm done here. Only things holding me back are the New York Mets, the New York Jets, and the quality of hookah smoking bars that you don't find anywhere other than Astoria, NY. (I could just have my friend who owns 3 hookah bars here in NY expand to the other state where I can manage it for him.)
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Why Texas? Just curious cuz its so far from where you are now
 
Style said:
Why Texas? Just curious cuz its so far from where you are now
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Gun_Control_LG.jpg


That, and I like the lower costs of housing, and I'm the type of person that likes large land properties. You can't really get that here in Long Island (you get raped by taxes here.) Also, wide open roads in Texas compared to NY so I can finally get a motorcycle. I'm afraid of riding a motorcycle in NYC, no one around here actually looks or watches out for motorcycles, you have people here who switch lanes just for the hell of it.
 
owlegrad said:
You can believe whatever you want, but what if it was you who was picking up a script and buying soda? Would you like to be made to wait in two lines unnecessarily? Would you make your friends/family wait like that?

You don't like good customer service in pharmacy, fine. But I don't like pricks who do anyway they can to make their patients' lives more difficult. Is it fun for you? I can't imagine you ever being happy in a retail setting. If helping your patients anyway that you can doesn't make your day then you will learn to hate every retail job you have, IMO. I hope I am wrong though, no one should hate their job. Also, I hope you send all your patients my way. 😉
Click to expand...

Yesterday, we had someone who came to drop off with 4 scripts and wanted to know the price with their insurance immediately. I told them I could tell them the cash price immediately but the insurance claim wouldn't happen for about 10-15 minutes, and about a 45 minute wait time total. They took their scripts and went to CVS.

Not a problem, we do about 20-30 prescriptions more daily than what we did at my old CVS, and we're open for 3 1/2 hours less than CVS is. If you have cheap prices, they are going to come to you, even if the customer service isn't as good.
 
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Sparda29 said:
Customer service = something I don't believe in when it comes to the healthcare setting. For example today, a patient asked me if I could ring up some sodas along with their script. I smiled and said no, knowing that there is a 150 person long line they are going to have to deal with in the front.
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How Sparda made it past the interview process still astounds me. This kid is ignorant.
 
Sparda29 said:
Only 4 posts and joined June 2010 and 2 of them are about me. Opinion is not valid.
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I have been on this site long enough to witness your stupidity. It has forced me to go through the registration process just to respond.
 
Sparda29 said:
Only 4 posts and joined June 2010 and 2 of them are about me. Opinion is not valid.
Click to expand...

Sparda isn't an idiot... misguided and immature - maybe. I've got a feeling he is pretty good at what he does. I would rather have an intellectual with misguided beliefs then one to slow / dimwitted to be able to cope with the profession.

Sparda may be an occasional trainwreck. But he has guts, and guts is enough.
 
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