What would you do?

[bgreet]

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Hey guys I have a situation that I would be interested in getting feedback from and what other people would do in my situation. I am a pharmacy technician at a local chain. Eight oclock roles around on a saturday and its time to get out of there. I end up leaving the store at 8:20 and upon doing so a hysterical young girl (20 or so) comes up to me crying that she needed her perscription of albuterol because she was a severe asthmatic. We had filled the perscription sometime around 6 oclock and put it through her insurance, however at this point I am up the creek without a paddle. The store has a rather sophisticated security alarm system, of which I do not have the code to, therefore there is no way I can go and get the perscription in the store. It's at this point I think of my available options. I first ask her if her doctor has an emergency number at which she can reach him and her response is no. I then ask if she frequents any other pharmacy in the area, and once again I am met with a reply of no. I then tell her to get in her car and follow me to the cvs about five blocks down the road. Once there I approach the pharmacist and tell her (and this is where I know that I was in the wrong) that I am a floater (a pharmacist who works at random stores in the chain) and that I can not get back into the pharmacy because I do not know how to disable the security system and that I was wondering if she could possibly help her out. At this point I tell the pharmacist, who is looking quite leery eyed at me, that I realise this situation must seem rather percarious on her end. All in all the pharmacist, while still looking rather distrustfully at us, agrees to give it to her but since during the day we had billed the insurance claim she would therefore have to pay cash for the medicine. I then give her all of our store information (phone number, time we open, pharmacist to speak with) and ask her if she needs me anymore. She says no and so I leave.

At the time, posing as a pharmacist seemed like the only viable way to accomplish helping the girl, however I now feel rather remorsefull that I ever did. I was just wondering if anyone thinks that I was wrong in what I did and what you would possibly do in the same situation? I guess I now have to call up the pharmacist tommorow (of whom I am very cool with) and explain the situation to him before cvs calls. Sorry for the long post (my longest on sdn so far), and seemingly somewhat trivial subject matter, but I just believe I will feel more comfortable knowing other peoples reactions to the same situation. Thanks.

 

[GravyRPH]

If it was that much of an "emergency" that she decided to roll off her couch 20 minutes after you closed after you've been opened ALL day then she can go to the emegency room and get them to write the prescription. In my opinion, you were very much in the wrong and if I was the pharmacist, you would probably be looking for another job. Was she really good looking or something? You are going to run into a ton of people who are always having some sort of emergency and need their Rx's right now. It is not your duty to be responsible for them and clean up for their inability to get to a pharmacy on time.

Im sorry, this was probably not what you wanted to here.

 

[bgreet]

It's not neccesarily about what I want to hear, but rather what others would do. All opinions are welcome. But in response, I just don't feel that I could be that cold to someone. Looking into a crying persons eyes and simply telling them no, its a very hard thing to do.

 

[GravyRPH]

You didn't have to be cold to her. It's not your fault the pharmacy closes at 8 every day. Or that she failed to get their on time. Or that you are the tech who does not have a key or access to the pharmacy. You just needed to explain to ther that you were not in a position to help her, that you felt sorry for her predicament, and that emergency rooms are open for emergency situations (hence the name).

There is some saying about best intentions...I'm sure that would fit here. 😉

 

[bgreet]

Yea I guess... so if you were my boss I'd be looking for another job huh? *gulp* 😉 But honestly I don't think it was an extremely serious lie with ramifications that would put anyone in jeapordy. The perscription itself was indeed called in by a doctor, and it would have been a legitimate transfer had I made the call from the pharmacy itself. In hindsight I honestly should have stuck 100% to the truth and stated that I was simply a technician. I really hate lying, I guess at least I have learned from the experience.

 

[MNnaloxone]

Totally agree with Gravy. You'd be looking for another job.

1. You impersonated a pharmacist.
2. You lied to a coworker.

I'm trying to decide which one is worse.

I don't have a lot of sympathy for people who decide its an emergency after they see the lights are out. Or for a script that was filled over two hours ago. That's almost as bad as people wanting a script NOW that was written a week ago. I'm a pharmacy intern, not a babysitter.

I honestly get this all the time, as I often work on the floor of my WAGS after the pharmacy closes. EVERY time I tell them where the closest open store is, or where the nearest hospital is.

Next time, give directions to the ER.

 

[bgreet]

Well let me clarify, I did not lie to a coworker. The only person I lied to was the pharmacist at another pharmacy, of whom I will not see again and who probably forgot who I was after an hour. I spoke with the pharmacist who I work with and he actually thanked me for doing such today. But I do agree with you about lying, I regret it.

 

[MNnaloxone]

My bad-thought you were a CVS employee as well.

 

[GKK]

Other than lying about being a pharmacist (perhaps this was not necessary) I think you went out of your way to display behaviour that is commendable and admirable in that you considered the well-being of the patient first and foremost. Unfortunately this is lacking in today's health care system. Many pharmacists and health care workers forget that the patient's well-being should be at the centre of the pharmacist's professional and business practice. As a patient or pharmacist, I would be happy to have someone like you working at a pharmacy.

 

[GravyRPH]

This person was not having an asthamatic attack and was in no danger of dying on the sidewalk. There is a difference between truly having the best interest of your patients and taking care of irresponsible laziness. She was disprespectful in my opinion. Her time was deemed more valuable than mine or my coworkers. They did nothing wrong. They didn't close early, or shut the door in her face. She just chose to arrive after the store was closed. You can't take care of everyone that won't take care of themselves. And two wrongs do not make a right.

As you can see, this makes my skin crawl because I've seen too much of it in retail and is why I now work hospital. The calls from the store manager hours after I was closed because someone "needs" their medication and after interupting my dinner to drive to the store and open up getting the attitude you should stay opened longer. It happens too often and is something I would never think of doing, even before I worked in retail. If it was me, my heart medication would be ordered and in my hands long before I ran out. If it wasn't, I would be considerate enough to arrive on time, during business hours, to ask for an advance supply. I don't think that is too much to ask.

 

[bgreet]

Gravy I agree that many patients rely on the pharmacy far too much for their own health care, sometimes shifting their entire medicational health responsibility upon the pharmacy itself. However, there is a distinct difference between abuse and non abuse. In my judgement I didn't feel that in this case it was on the side of abuse. I've worked in retail for over two years now and I have seen my case of abusive people. Once again, I appreciate all posts here either in agreement or disagreement with me.

 

[GKK]

Originally posted by GravyRPH
. There is a difference between truly having the best interest of your patients and taking care of irresponsible laziness. She was disprespectful in my opinion. Her time was deemed more valuable than mine or my coworkers.

From bgreet's post it's unclear why she arrived late in the pharmacy. There are many possible reasons why she arrived late to the pharmacy that may have little to do with her being lazy. You've already blamed and prejudged the patient as being lazy without any real evidence.

 

[GravyRPH]

If it was that important that she broke down and cried to someone who she's never met, then it should be important enough to get before you run out. If she really felt her life depended on it, then what could possibly be more important? If it's going to save your life, as she presumably thought, then would you wait until your inhaler was out? Did she not have friends? Relatives? What could have possibly prevented all of the multitude of circumstances of getting your albuterol filled in a timely manner that at that instant it was all of a sudden life or death?
And now that she had a nicely intentioned bloke help her, I'm sure she won't hesitate to wait until the last minute next time either. It's an unfortunate vicious cycle. Once people start standing up for their own rights, then they won't be trampled on time and time again.

 

[MNnaloxone]

I disagree with the order of importance.

I will always believe that it is the pharmacist's FIRST responsibility to protect their license. While patient care is indeed a focus in the profession, there is a definite line that I draw when my license could come under fire. I won't sacrifice it and the time/effort I put into it for anyone. Period. I don't care how cute, how weepy, how sorry, how stupid.

Maybe she couldn't make it to the pharmacy-but she couldn't even call? That's lazy to me.

Again, I'm agreeing COMPLETELY with Gravy. And this is from a guy who has been a cashier, been a tech, been an intern, and will sit for Summer boards for his pharmacist license. And will CONTINUE to point out the nearest ER when people don't take responsibility for their own well-being.

 

[GravyRPH]

I am being harsh but also understand that if I was the store's pharmacist and met the crying girl outside, I would open up the store and get her the albuterol. I am specifically talking about the situation presented to bgreet, where it should have been beyond his control to help her and the many other possible situations like it. If I am in a position to legally help one of my patients then I will do my best to do so. Even if it shows no respect to me or my family.

 

[SteveL]

I'm gonna have to agree with gravy on this as well. I think this was a very bad move on your part. If anyone of our faculty caught wind of something like that at our school, we would be kicked out of the program for not acting in a professional manner, as well as get reamed by my preceptor/company (most likely fired). As mentioned, this couldn't have been too much of an emergency if she couldn't get her ass to the pharmacy. What would she have done if she didn't run into you outside? Like gravy said, this isn't prolly what you wanted to hear, but that was a pretty bad move.

There is a point between being sympathetic and being unlawful. Not only that, but you put another health professional in a very akward and unprofessional position.

 

[bgreet]

Prior to this I did not realize that the implications of what I did would be thought of as so wrong by others standards. Steve, for further clarification I am not in a pharmacy program (I am a premed student) its just a part time job for me, and my boss actually thanked me for doing what I did after telling him the entire situation without leaving out anything. I know by saying what I did was wrong, however I would have never had the conception that others would feel what I did is so severe. Honestly from your responses, it makes me feel ashamed of what I did, although I still feel what I said would be considered as a 'white lie' and that the net outcome was for the good. I guess the main reason I brought this under the scrutiny of a public message board was because it was such a grey area for me I really wasn't sure if what I did would be deemed correct or invalid, and I guess from other's reactions it would apparently be deemed the latter. I appreciate everyone's responses, albeit in my favor or not as I did not post on here to receive comfort in what I did, but rather subject it instead to other's opinions.

 

[GravyRPH]

Well, I'm glad your boss was cool with it. I know your intentions were right and you sound like a caring, hard-working employee.

 

[drx604]

Originally posted by GravyRPH
I am being harsh but also understand that if I was the store's pharmacist and met the crying girl outside, I would open up the store and get her the albuterol. I am specifically talking about the situation presented to bgreet, where it should have been beyond his control to help her and the many other possible situations like it. If I am in a position to legally help one of my patients then I will do my best to do so. Even if it shows no respect to me or my family.

i agree with the above ^^^

i have done this in the past.... it sucks when your trying to get to your car and your regulars recognize you........ but c'est la vie... to me its not a big deal to open up the pharmacy again to grab someones medication ..... i always mention to them on the phone what time we close if im working the Sunday shift. (Sunday's are the only day we have dif't hours than the rest of the store)... you guys are lucky... in BC we have to put up some metal doors on some shelves b/c they aren't allowed to be sold when the pharmacist isn't on premises....

in terms of 'irresponsible laziness' on the patient's part... you see it all the time........ how many times have you been blamed b/c some girl had no refills on her birth control?? or the patient's Rx is expired (expired after 1 year in BC) ... and they all of a sudden need it after not using it for the past year?

... there is too much dependance on pharmacists (in retail) to do all the little 'extra' services for which I or my pharmacy get no extra compensation.... why the hell do waiter's get tips, maybe one day a pharmacist will get 'gratuities' for all the extra stuff we do for our patients

 

[SteveL]

Originally posted by GravyRPH
Well, I'm glad your boss was cool with it. I know your intentions were right and you sound like a caring, hard-working employee.

Werd to that😎