Transferring prescriptions

[SCCpharm]

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So, I just started having to call for copies (transfers) at my IPPE site. Geez, I noticed some pharmacists take it too personal...like I'm taking money out of their pocket.

And then I hate it when the pharmacist on the other line reads off all 5+ transfers off in under 10 seconds. I have to write this crap down. There's no way I'm going to get it that fast. I understand when it's busy, time is short, but it's also busy at my store too.

Anyone else relate?


I can understand customers being rude and impatient with me, but other pharmacists...geez. Yeah, I know, welcome to the real world.

 

[Prepharm1214]

Happens often...or i've been put on hold for an abnormal amount of time.

 

[confettiflyer]

Random advice...if you can, ask the patient for the info (or better yet if they have the bottle with them).

If you have the bottle, you're set...you can basically pull all the info off that (LF, original date, MD, qty, refills remaining, etc...)

Even partial information works. This way, you'll just verify what is written and have time to write other stuff down.

5 Rx's? I wouldn't even write at that point, I'd give them my fax number and have them fax it.

 

[qtrxist]

^^^ ill let the other pharmacy fax them. bottle helps a lot, but most times, they would just have the name of the med. i would ask as much info as i can from the pt. what i hate is when i call a pharmacy and goes straight to voicemail and nobody even bothers to return call..

 

[McZyprexalynn]

Definitely get as much information from the patient as possible. Not only does the transfer go smoother, but you can be sure that the patient is getting the same thing they were before.

Don't be afraid to ask someone to slow down or repeat themselves. Repeating what you hear as you are writing helps to slow people down sometimes.

When you call, don't tell the person answering the phone who you are. Sometimes if you call and say you're calling for a copy, they'll put you on hold forever (why, I don't know. It's rude and inconsiderate to others who are in the same boat as you). Just ask for the pharmacist and then go from there. If the patient isn't breathing down your neck and they sound busy, offer to call them back later, especially if you have several copies to get.

 

[BravoKilo]

Should go without saying, but your tone and a quick 'please' and 'thank you' seem to go a long way... "Hi this is *name* calling from *pharmacy*... I'm calling for a copy please" Since I've made it a point to be cognizant of my tone and words spoken, can't say I've had any problem calls.

 

[OHPharmd08]

So, I just started having to call for copies (transfers) at my IPPE site. Geez, I noticed some pharmacists take it too personal...like I'm taking money out of their pocket.

And then I hate it when the pharmacist on the other line reads off all 5+ transfers off in under 10 seconds. I have to write this crap down. There's no way I'm going to get it that fast. I understand when it's busy, time is short, but it's also busy at my store too.

Anyone else relate?


I can understand customers being rude and impatient with me, but other pharmacists...geez. Yeah, I know, welcome to the real world.

I tell the other pharmacist or doc on the phone right from the start that I am a new grad intern and they usually slow down for me. Just tell them you're new or a student/intern, etc. Most people will get it and slow down for you. Hope this helps...

 

[vardenafil]

i hate transfers. mostly because 1 out of 2 transfers i take in are accompanied by a $20 dollars in free groceries coupon. we are a small town and we transfer scripts back and forth from our competitors (who also offer coupons). our DPM has set no limits on how many coupons a patron may or may not use. nothing like spending 10 to 15 minutes of my time on hold, typing, verifying, a script so some stranger can get 20 dollars. while my techs hours get cut because of lack of business profits. but even though i hate trnsfers. im never rude to the other pharmacy

 

[confettiflyer]

Unless the pharmacy is absolutely a ghost town, we'll automatically tell a patient it'll be a 30 minute to an hour wait for a script transfer.

Set your patients up right from the start about wait times. The longer they've been in front of you, the less tolerant they'll get when you tell them that it'll be X minutes until you're done.

"Hi...new prescription?"
"Yep ::hands script:::"
"Just so you know we have a 30-45 minute wait right now, did you want to wait for it or come back later?"

Granted that little script is for a new Rx, but for transfers, it's the same song and dance. Just make sure you don't have staff standing around talking about last night's basketball game...kind of grinds away your cred.

 

[JerryPharmD]

Take the reins. What you're writing down can be deleterious to the patient if you take down the wrong information. When the other person on the line wants to be an ***hole tell them to slow down. Tell them that they're going too fast. Be polite but assertive at first and more direct if they don't get the point. They usually get the point the first time. Tell them exactly what they are doing wrong and you should be fine. You'll get fast over time and it becomes less stressful.

 

[twester]

I've never had a pharmacist be anything but friendly with me over copies and I'm cordial as well. We have new business coming in all the time, but tranfers out are fairly infrequent.

I don't mind giving copies out, it just takes a minute.

If someone is talking too fast, I slow them down or make them repeat themselves. I never learned shorthand, so people will have to put up with longhand.

I find it helps to be really familiar with the form used for copies. And I try to get into a question and answer session so that I get the correct information in the right field. That helps ensure that I get all the information and kind of takes control of the conversation. If that doesn't work, I have to write fast.

 

[Megas]

The people who aren't rude are the ones who will be your competition for management positions in five years, the people who are rude-hey, they'll still be doing transfers in five years, ignore them.

 

[Farmercyst]

I used to take copy info down on scratch paper and the transfer it. Once I became more familiar with the layout of the scripts we had on hand it was easier just to fill in the blanks and I became accustomed to the speed that the information was given. Of course if I missed/was unsure of something just repeat back what you heard and they'll correct you if you heard/wrote it wrong or you can ask them to repeat it if you want to be 100% sure they're not just saying "yeah" to whatever you say (like most patients). I usually repeat back at least the drug, sig, and refills remaining just to be sure that was copied correctly.