Drive-Thru

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alwaystired

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  1. Pharmacist
So I had my first retail rotation of my second year today. It was pretty awesome since the RPh closed the drive-thru due and pretended like it was broken all day. He hates it and they were understaffed so he made an "executive" decision Guess what, people were crabby about it, but none of them had broken legs. Maybe they burned off the McDonald's they ate for lunch by walking into the store for a change. I am sure many of them said to themselves, "Wow, I didn't realize this was a real store. Wow, people still come inside?"


So many pharmacists HATE working at the drive-thru and stores with them don't always have enough staff to operate IN window, instore p/u, drivethru p/u, and filling so why can't we band together to rid ourselves of the MickeyDees-esc windows? Sure, we can all try to get stores without them, but we could also make our workday a little more pleasant if it was permanently "broken"

And yes, I know they are good for elderly and handicapped, but was is the other 98%s excuse?

On another, less related note, this RPh is leaving to ______ where there won't be any drive-thrus, one of his main criteria, so 🙁 for me in 2 weeks.
 
I plan on revolutionizing retail pharmacy. Pill-Hut. We deliver AND cram it down your throat. Tips are recommended before dosing. 😱
 
We would do this at my CVS when it got really busy on Saturday nights and were understaffed. It was refreshing to be able to actually talk to people instead of yelling at them through the drive-through phone "I said DO YOU HAVE ANY DRUG ALLERGIES?" "No, I can't fit your 14 medications through the pneumatic chute - you have to come to the first lane." And my favorite, "No, I can't get you a gallon of milk with that prescription."

But then someone higher up found out and we weren't allowed to close the drive-through under any circumstances. So sometimes we would have a line of 3-4 cars at both drive-throughs, 8-10 people at the drop-off, and even more picking up inside the store. All with only 1-2 techs and the pharmacist. (Of course, during the day there would often be 4-6 techs, 2 pharmacists and nothing to do.) Our customer service scores went down as a result, and we were chewed out even more by upper management. I think that this CVS is still a "challenge" store.

My current store is the opposite - very slow and no drive-through. It's nice to be able to actually talk to patients, although the downtime can be a little boring.
 
i feel all of your pain. Its worse when you live in medicaid-ville like I do and have to deal with insurance issues, while the line of cars in both lanes have wrapped around the block!!! Its especially rewarding when medicaid pts feel the need to yell at you b/c medicaid actually charged them a $2.00 copay! needless to say, im going to med school
 
So I had my first retail rotation of my second year today. It was pretty awesome since the RPh closed the drive-thru due and pretended like it was broken all day. He hates it and they were understaffed so he made an "executive" decision Guess what, people were crabby about it, but none of them had broken legs. Maybe they burned off the McDonald's they ate for lunch by walking into the store for a change. I am sure many of them said to themselves, "Wow, I didn't realize this was a real store. Wow, people still come inside?"


So many pharmacists HATE working at the drive-thru and stores with them don't always have enough staff to operate IN window, instore p/u, drivethru p/u, and filling so why can't we band together to rid ourselves of the MickeyDees-esc windows? Sure, we can all try to get stores without them, but we could also make our workday a little more pleasant if it was permanently "broken"

And yes, I know they are good for elderly and handicapped, but was is the other 98%s excuse?

On another, less related note, this RPh is leaving to ______ where there won't be any drive-thrus, one of his main criteria, so 🙁 for me in 2 weeks.

Pulling stuff like that just pisses people off and makes pharmacists look bad. Yeah, drivethru's suck, but they exist for a reason...people WANT them and prefer to go to pharmacies that have them, period. If you don't want to work a drivethru, don't plan on working retail.
 
Pulling stuff like that just pisses people off and makes pharmacists look bad. Yeah, drivethru's suck, but they exist for a reason...people WANT them and prefer to go to pharmacies that have them, period. If you don't want to work a drivethru, don't plan on working retail.

I disagree. The mere presence of drive-thru pharmacies makes the profession look bad already. Welcome to McDonaldsRx!
 
Pulling stuff like that just pisses people off and makes pharmacists look bad. Yeah, drivethru's suck, but they exist for a reason...people WANT them and prefer to go to pharmacies that have them, period. If you don't want to work a drivethru, don't plan on working retail.

if you love them so much, why don't you just work at mcdonalds and we can work on getting our respect back. people WANT all kinds of things.....you will never survive if you just give everyone what they WANT. Work at a super busy store and see how many mistakes are made b/c of the demanding customers at the drive-thru. They tend to be the most demanding and inconsiderate types of people that use the drive-thru. AND they stress out the staff and cause people to take shortcuts which only leads to mistakes. 5pm is the worst! 5 cars in the drive-thru and one insurance problem will cause you to get yelled at for the next hour by every following "customer".....I didn't go to school for this, but hey, if you want to work the drive-thru, I'll just try to find one of the small number of stores without a drive-thru.

Oh, and I LOVE the people who yell at you for putting their "business" over the speaker when you counsel them in the drive thru.
 
if you love them so much, why don't you just work at mcdonalds and we can work on getting our respect back. people WANT all kinds of things.....you will never survive if you just give everyone what they WANT. Work at a super busy store and see how many mistakes are made b/c of the demanding customers at the drive-thru. They tend to be the most demanding and inconsiderate types of people that use the drive-thru. AND they stress out the staff and cause people to take shortcuts which only leads to mistakes. 5pm is the worst! 5 cars in the drive-thru and one insurance problem will cause you to get yelled at for the next hour by every following "customer".....I didn't go to school for this, but hey, if you want to work the drive-thru, I'll just try to find one of the small number of stores without a drive-thru.

Oh, and I LOVE the people who yell at you for putting their "business" over the speaker when you counsel them in the drive thru.

I never said that I liked the idea of a drive-thru in a pharmacy, in fact I flatly stated that "drive-thru's suck". However, the general public doesn't think they suck, they LOVE the drive-thru...it's practically an American way of life, people consider it an entitlement. Honestly, the big chains have spent a chunk of change doing consumer focus groups trying to figure out how to increase store traffic and a "drive-thru" was found to be universally desired. If you owned a chain of pharmacies and calculated that you could get 5% more business if you installed a drive-thru, you're going to install a drive-thru, because if you don't your competition will and instead of gaining customers you will be losing them. If you're working at WAGS or CVS you're working for a business, not a non-profit...it's all about the bottom line and always will be.

Do I want to work a drive-thru? Hell no. That's why I plan on completing a residency and going clinical.

Oh, and retail pharmacy has more problems than the drive-thru; it's called "mail order". At the rate mail order is growing it will probably surpass the chains in volume in the not-so-distant future.
 
Oh, and retail pharmacy has more problems than the drive-thru; it's called "mail order". At the rate mail order is growing it will probably surpass the chains in volume in the not-so-distant future.

The concept of mail order is nothing new and the retails still dominate. Mail order pharmacies are competitors but they will not dominate the market simply because people would rather get their prescriptions from a pharmacist than a mailman. If cost saving dictates the market, then mail order pharmacies would win but if that is the case, then online shopping and HMO would also dominate the market.
 
The drive through is why we should get the law on our side. There is no way in hell a drive through can improve patient outcomes. Just like there is no way in hell those gift cards for tx prescriptions to different pharmacies all over town can improve patient outcomes. A study should be undertaken to show how they negatively affect patients' health and we can legislate against those mofos. The idea that pharmacy or medicine should comply to the rules of business supply/demand is just ******ed. Horray capitalism 🙄
 
Some interesting concepts presented here & I hope you take this enthusiasm with you when you go to your association meetings (do you go????)

Anyway...drive thrus - a very geographic thing! Not very well accepted in my neck of the woods - the south bay of SF Bay Area. Folks here have time, money & the need for privacy. There was one drive thru years ago & it has since closed. These folks want to keep their prescription business "private". They do love their gift cards (which I hate, btw..but what can I do - everyone has their own level of avarice....it does, however, give me a chance to talk with my colleagues when we tx rxs back & forth when the new promotional coupons come out🙂 )

I'd have to agree with those folks who need to make time for their workflow. Just because someone is driving up to a window doesn't mean they are ahead of the person who is actually at the counter or the prescriber's office on the phone. UNLESS you have someone ENTIRELY devoted to just that drive up business. This cannot be a tech because the whole process stops with the pharmacist - the final check. The pharmacist must deal with each rx as it comes & the one with the highest priority is individually judged - I make the choice the new rx for an antibiotic or antihypertensive or anti-anginal trumps every refill request - ALWAYS! I don't care what the tech tells me.

So...I'd agree - if you are the only pharmacist - you must limit their accessibilty - they "wait" in line just like everyone else - they are just waiting while burning up $3.08/gal gasoline. However...dropping off & coming back later to pick up is ok with me.

As for mail order - again....most of the people I come in contact with have come back from mail order to retail. I'm sure this is an economic issue & I will fully admit we are priviledged where I live. They don't want to hassle waiting for the mail to come or the post-person to decide no one was home so the package went back to the post office. The extra $15, 30 or 50 bucks is worth it to them. I fully admit that is not the case in other parts of the country! Also...they can come talk to me about anything - while they are picking up their rx. I hear everything - their marital issues, their pet problems, their boss or car issues....I'm an ear to listen - mail order doesn't give that. So...it gives a boost to the lexapro or amitriptyline or propecia or whatever...they are getting - the "lifestyle" drugs. They also know - I won't advance them anything - for vacation or waiting for an MD approval if I've tx the rx to mail order or if I haven't filled it in 9 months - & they usually tell me why - they went mail order. They have to be good customers for your to give them extra service....IMO.
 
A study should be undertaken to show how they negatively affect patients' health and we can legislate against those mofos.

You can also make the same agrument about selling alcohol and cigarette in a pharmacy. Surely, we are sending mixed messenges. If we can't even ban things that are already proven to be detrimental, I don't think we can stop the retails from adding a drive thru to the pharmacy.

Frankly, people don't see a pharmacy is where they receive professional health care. That is why the retails get away with selling alcohol and cigarette, and installing drive thrus. Would you see a doctor that sells alcohol and cigarette in his office? I don't think so.
 
You can also make the same agrument about selling alcohol and cigarette in a pharmacy. Surely, we are sending mixed messenges. If we can't even ban things that are already proven to be detrimental, I don't think we can stop the retails from adding a drive thru to the pharmacy.
The drive through has to do with the direct dispensing of drugs. It could interfere with proper counseling. There is a huge difference.



Frankly, people don't see a pharmacy is where they receive professional health care. That is why the retails get away with selling alcohol and cigarette, and installing drive thrus. Would you see a doctor that sells alcohol and cigarette in his office? I don't think so.
Uh...yeah..the PHARMACY doesn't sell that stuff, the front end does. I've been to a physician that was attached to a KMart that sold beer. Same building, just a little divider wall.
 
You can also make the same agrument about selling alcohol and cigarette in a pharmacy. Surely, we are sending mixed messenges. If we can't even ban things that are already proven to be detrimental, I don't think we can stop the retails from adding a drive thru to the pharmacy.

Frankly, people don't see a pharmacy is where they receive professional health care. That is why the retails get away with selling alcohol and cigarette, and installing drive thrus. Would you see a doctor that sells alcohol and cigarette in his office? I don't think so.

I WON'T sell alcohol or cigarettes EVER - they have to take it to another register.
 
Pulling stuff like that just pisses people off and makes pharmacists look bad. Yeah, drivethru's suck, but they exist for a reason...people WANT them and prefer to go to pharmacies that have them, period. If you don't want to work a drivethru, don't plan on working retail.

Drive thru's were originally designed to assist the non-ambulatory.

ie: old people w/ issues coming in. Like zpaksux. =)

But yeah, leave it to fat ol' America to abuse the handicapped parking space.
 
I never said that I liked the idea of a drive-thru in a pharmacy, in fact I flatly stated that "drive-thru's suck". However, the general public doesn't think they suck, they LOVE the drive-thru...it's practically an American way of life, people consider it an entitlement. Honestly, the big chains have spent a chunk of change doing consumer focus groups trying to figure out how to increase store traffic and a "drive-thru" was found to be universally desired. If you owned a chain of pharmacies and calculated that you could get 5% more business if you installed a drive-thru, you're going to install a drive-thru, because if you don't your competition will and instead of gaining customers you will be losing them. If you're working at WAGS or CVS you're working for a business, not a non-profit...it's all about the bottom line and always will be.

Do I want to work a drive-thru? Hell no. That's why I plan on completing a residency and going clinical.

Oh, and retail pharmacy has more problems than the drive-thru; it's called "mail order". At the rate mail order is growing it will probably surpass the chains in volume in the not-so-distant future.


how about this bottom line:

no pharmacists = no business
 
You'd think the big pharmacy chains would want all these lazy drive thru patients physically walking into the store so they can pick up a bag of chips and maybe 6L of soda on their way out?
 
The drive through has to do with the direct dispensing of drugs. It could interfere with proper counseling. There is a huge difference.Uh...yeah..the PHARMACY doesn't sell that stuff, the front end does.

If the pharmacy doesn't sell alcohol then why are they allowed to pay for it at the pharmacy? And I guess the pharmacy doesn't sell OTC medications either huh? The evil front end does.

I also wish you luck as you try to save the world from the deadly drive-thrus. Please keep us updated.
 
Well even in the early 1900s pharmacies sold cigars and cigarettes so this isn't a new thing. Of couse, it could have been stopped by now but it's not totally the current generation's fault.
 
I WON'T sell alcohol or cigarettes EVER - they have to take it to another register.

You won't sell alcohol and cigarettes Ever, because they are a health hazard and against your personal beliefs?
 
Yes, I wonder about counseling through the drive through also. I worked at a bank, both at a counter, and at drive through, and IMO it was much easier to talk about confidential issues with a person when you can actually see the expression on their face. I think I was one of the few that actually prefered working at the counter.

Maybe the drugstore I get my scripts from is backwards, but it seems like whenever I am standing at the counter waiting to be helped, the tech will help the next 12 cars in line rather than a person physically standing there. I think thats crappy, they are sitting comfortably in their cars and can wait a few moments I think.

Same with the phone. I understand the urgency of the phone, but I was always taught to answer in three rings. Well, what about the person standing in front of you. Isnt it rude to excuse yourself from the person in front of you to answer the phone? Shouldnt the phone just go to a hold system like when you call tech support somewhere?
 
you can get alcohol from the front end of pharmacies? where do you guys live?! in pa, you cant get alcohol from anywhere except the state owned liquor stores, not even grocery stores.
 
Yes, I wonder about counseling through the drive through also. I worked at a bank, both at a counter, and at drive through, and IMO it was much easier to talk about confidential issues with a person when you can actually see the expression on their face. I think I was one of the few that actually prefered working at the counter.

Maybe the drugstore I get my scripts from is backwards, but it seems like whenever I am standing at the counter waiting to be helped, the tech will help the next 12 cars in line rather than a person physically standing there. I think thats crappy, they are sitting comfortably in their cars and can wait a few moments I think.

Same with the phone. I understand the urgency of the phone, but I was always taught to answer in three rings. Well, what about the person standing in front of you. Isnt it rude to excuse yourself from the person in front of you to answer the phone? Shouldnt the phone just go to a hold system like when you call tech support somewhere?


I agree with you. People who actually make the effort to come into the store SHOULD get priority. BUT, our drive-thru culture has taught everyone that 30 seconds or less. I can't stand to be yelled at by people who have to wait at the drive-thru. To me, it's like tough s***, but to the company.....well, I am sure you all know what the company wants from us. They also will say, "I'm going to get heat stroke sitting in my car" and they also want to know EXACTLY what took the car in front of the so long. It is just obnoxious and somedays I can not take it.
 
If the pharmacy doesn't sell alcohol then why are they allowed to pay for it at the pharmacy?

They aren't. Nobody in any pharmacy I know of has taken that state training you have to take in order to sell alcohol/cigarettes. And that still deosn't mean anything. The drivethru can interfere with the normal transmission of medical advise. Selling a can of beer cannot. If you cannot see the difference, I pity you.
 
drive-thru customers are idiots

i had a suv full of people(a family of 5, none of which are in the computer system by the way) with 2 prescriptions each for bontril and sonata and they expected that crap to be finished in 20 minutes
 
They aren't. Nobody in any pharmacy I know of has taken that state training you have to take in order to sell alcohol/cigarettes. And that still deosn't mean anything. The drivethru can interfere with the normal transmission of medical advise. Selling a can of beer cannot. If you cannot see the difference, I pity you.

As a pharmacy student, you seriously don't know what you are talking about. I don't think you even know the serious interaction between alcohol and many medications. But yet, the drive-thru is your priority. Not only is your reasoning irrational but is also not practical. It is too bad you cannot even grasp that basic understanding.
 
Here in Colorado, we have the curious combination of liquor/drug stores all under one roof. That's right, you can buy your vodka, oxycodone, methylphenidate and levonorgestrel in one stop. Now THAT's convenience!

I've never worked in a pharmacy with a drive-thru, but I've worked in a "restaurant" with a drive-thru. It's not an experience that I will ever repeat.
 
As a pharmacy student, you seriously don't know what you are talking about. I don't think you even know the serious interaction between alcohol and many medications. But yet, the drive-thru is your priority. Not only is your reasoning irrational but is also not practical. It is too bad you cannot even grasp that basic understanding.

I'm not irrational, you twit. I'm very aware that there is a difference between handing out a script for Flagyl and selling a guy a 40 oz. and selling said 40 oz. to a guy buying Viagra. Any pharmacy student past year one could tell you that. If the alcohol doesn't have a logical interaction with a drug, what's the problem? A large majority of the time cigarettes and beer do not have a clinically significant interaction with a medication. It's just the sale of an item. And I honestly don't know any pharmacies that sell it from the pharmacy, anyway. It's usually done up front. I've never sold either to anyone. And, further, it's not a part of the NORMAL PRESCRIPTION DESPENSING PROCESS. Face-to-face instructional drug counseling is, however. And a drive-thru has the potential of screwing with the normal progression of the dispensing process, selling a guy a bottle of Sam Adams oktoberfest does not. And what the hell does this have to do with my original point, anyway? You know, that if we display that drive-thrus could negatively affect public health that maybe we could get rid of them via the legal avenues available to us? You're just debating, poorly I might add, for the sake of debating. Now go home before I send my assassins after you.
 
If the pharmacy doesn't sell alcohol then why are they allowed to pay for it at the pharmacy? And I guess the pharmacy doesn't sell OTC medications either huh? The evil front end does.

I also wish you luck as you try to save the world from the deadly drive-thrus. Please keep us updated.

I've worked at two different chain pharmacies and the pharmacy did not ring up alcohol or tobacco at either. They all had to go through the regular checklanes. It may be different other places.
 
The drive through is why we should get the law on our side. There is no way in hell a drive through can improve patient outcomes. Just like there is no way in hell those gift cards for tx prescriptions to different pharmacies all over town can improve patient outcomes. A study should be undertaken to show how they negatively affect patients' health and we can legislate against those mofos. The idea that pharmacy or medicine should comply to the rules of business supply/demand is just ******ed. Horray capitalism 🙄


The problem is, Who is going to do the study? Not some researcher or faculty at a pharmacy school-they are way too enmeshed with the chains-you know this boxed lunch was sponsored by CVS, this med chem award at graduation is sponsored by Walgreens etc. My school never EVER brought up anything derogatory about the chains, they actually didn't bring up any real-life workplace issues. They all just assumed that everyone was going to get a residency & go into clinical positions :laugh:

And you can forget about the boards of pharmacy, especially in the states where the president is a chain representative.

Seriously, the Institute for Safe Medication Practices would be the best hope of getting this type of study done.
 
Are these drive-thru's a geographic factor. i havent seen any drive thru pharmacies where i live. probably because its a large city and they have no space for drive thrus.
 
You won't sell alcohol and cigarettes Ever, because they are a health hazard and against your personal beliefs?

Neither! Altho I've never developed a liking for tobacco (thankfully!) I will admit to enjoying a crisp glass of chardonnay after a very looooong day at work!

However...I won't sell grapes, brocolli, Ajax, top sirloin steaks or oatmeal at the pharmacy. I am a pharmacist! My day is busy already & I'm not a grocery checker. They must take their other purchases elsewhere.

However....I will ALWAYS make time to counsel patients who want to stop smoking or who feel alcohol is influencing their life to a degree which has become negative.. So....no - this is not a personal moral choice. This to me is a personal time management choice & I have made that clear with my employers BEFORE I ever took the jobs I have had.

I hope that clarifies....
 
I agree with you. People who actually make the effort to come into the store SHOULD get priority. BUT, our drive-thru culture has taught everyone that 30 seconds or less. I can't stand to be yelled at by people who have to wait at the drive-thru. To me, it's like tough s***, but to the company.....well, I am sure you all know what the company wants from us. They also will say, "I'm going to get heat stroke sitting in my car" and they also want to know EXACTLY what took the car in front of the so long. It is just obnoxious and somedays I can not take it.

AMEN TO THAT BRO. I dislike the drive-thru. I answer the drive-thru within 10-15 secs and at least say I'll be right with them. Acknowledgement is key. I also cannot take being yelled at. I work so hard all day and for one person to ruin it sucks!
 
I'm not irrational, you twit. I'm very aware that there is a difference between handing out a script for Flagyl and selling a guy a 40 oz. and selling said 40 oz. to a guy buying Viagra. Any pharmacy student past year one could tell you that. If the alcohol doesn't have a logical interaction with a drug, what's the problem? A large majority of the time cigarettes and beer do not have a clinically significant interaction with a medication. It's just the sale of an item. And I honestly don't know any pharmacies that sell it from the pharmacy, anyway. It's usually done up front. I've never sold either to anyone. And, further, it's not a part of the NORMAL PRESCRIPTION DESPENSING PROCESS. Face-to-face instructional drug counseling is, however. And a drive-thru has the potential of screwing with the normal progression of the dispensing process, selling a guy a bottle of Sam Adams oktoberfest does not. And what the hell does this have to do with my original point, anyway? You know, that if we display that drive-thrus could negatively affect public health that maybe we could get rid of them via the legal avenues available to us? You're just debating, poorly I might add, for the sake of debating. Now go home before I send my assassins after you.

I do not think a pharmacist should ever condone alcohol even if there is no interaction. Patients always ask me if its ok to drink with their medication. My answer: I do not recommend alcohol with any medication, but if you must drink, do so in moderation or away from your medication. Most of the times, they want a glass of wine with dinner and they are on an antibiotic. Finish the antibiotic first, get better, then have your wine. As for selling, as long as they have an ID, which at CVS We ID, we will sell anything. CVS is retail, business and the bottom line.

Dr. M
 
I'm not irrational, you twit. I'm very aware that there is a difference between handing out a script for Flagyl and selling a guy a 40 oz. and selling said 40 oz. to a guy buying Viagra. Any pharmacy student past year one could tell you that. If the alcohol doesn't have a logical interaction with a drug, what's the problem? A large majority of the time cigarettes and beer do not have a clinically significant interaction with a medication. It's just the sale of an item. And I honestly don't know any pharmacies that sell it from the pharmacy, anyway. It's usually done up front. I've never sold either to anyone. And, further, it's not a part of the NORMAL PRESCRIPTION DESPENSING PROCESS. Face-to-face instructional drug counseling is, however. And a drive-thru has the potential of screwing with the normal progression of the dispensing process, selling a guy a bottle of Sam Adams oktoberfest does not. And what the hell does this have to do with my original point, anyway? You know, that if we display that drive-thrus could negatively affect public health that maybe we could get rid of them via the legal avenues available to us? You're just debating, poorly I might add, for the sake of debating. Now go home before I send my assassins after you.

BME103 just got owned. :laugh:
 
I do not think a pharmacist should ever condone alcohol even if there is no interaction. Patients always ask me if its ok to drink with their medication. My answer: I do not recommend alcohol with any medication, but if you must drink, do so in moderation or away from your medication. Most of the times, they want a glass of wine with dinner and they are on an antibiotic. Finish the antibiotic first, get better, then have your wine. As for selling, as long as they have an ID, which at CVS We ID, we will sell anything. CVS is retail, business and the bottom line.

Dr. M

I agree with Dr. M. Although alcohol only interacts with certain medications such as flagyl and cefmetazole, alcohol may lead to dehydration and further compromised the patient's health. That is why I never condone the use of alcohol.

I'm very aware that there is a difference between handing out a script for Flagyl and selling a guy a 40 oz. and selling said 40 oz. to a guy buying Viagra. Any pharmacy student past year one could tell you that. If the alcohol doesn't have a logical interaction with a drug, what's the problem?

I would definately encourage WVUPharm2007 to drink though so he would calm down and think rationally. FYI, alcohol may induce erectile dysfunction!
 
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