Why are people so mean?

[Doctor M]

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So Today I went in to my pharmacy to see how the crew was doing. I manage a pharmacy (corporation not disclosed in fear of retaliation) that does like 2200-2300 a week. Well, my partner is on vacation so we had a floater and it must have been a rough day. As I am there talking to a tech, this customer walks up and say:
customer: Are my prescriptions done, i have been waiting 2 hours.
Me: What is your name?
customer: ......this is ridiculous, you are all so imcompetent. I worked for (undisclosed chain) and this never happened there. Whos the manager?
Me: I am. I am verifying your prescriptions now.
Customer: Whatever "dude". What a waste.
me: Excuse, please do not call me dude.
Customer: Ok "dude".
Me: Please, do not call me dude.
Customer: Ill call you whatever i want "dude"

Now mind you, i merely stopped in to see the crew. The Rph there was slow. He worked at his own pace. Now i agree that the customer had every right to be upset, but he really took it out on me. I said to him i was a doctor and please do not call me dude. He said ok Dr. Dude. By this time i had had enough of this medicaid scum. I wanted to say so bad that we're the ones flipping the damn bill for those FREE meds of yours and so please stop with the attitude! I went to give him back his hard copies and kick him out and make him go somewhere else and wait. But I, being the professional I am, sucked it up and scanned out his rx's. He grabbed his bag and told me:
"have a merry christmas and Happy new year dingus". I refused to give him my DM's name and number. All I was trying to do was help this idiot and he just kept insulting me. I cannot take retail anymore. These medicaid patients abuse us so much. I try to help (not please) as many as these people that i can, but some of them are just so arrogant. Retail Sucks!!!!!!!!!!!!!!!!!!!!!!!!!!👎

Dr. M

 

[WVUPharm2007]

Huh. Where I am the medicaid people are nice and the rich trophy wives are the ones I want to strangle.

 

[gaba101]

I wanted to say so bad that we're the ones flipping the damn bill for those FREE meds of yours and so please stop with the attitude!

Dr. M

Sorry to hear about that. I totally feel ya about the Medicaid people. I babysit rude customers 9 hours a day, ringing up dog food and price scanning for dinguses who can't walk over to a price scanner and worse, i get immigrants (most but not all are illegal) whose first words out of the mouth are "espanol?" (I kid you not!) and when you say no, they walk off with an attitude--pardon me that i didn't have enough room or time in my brain during pharmacy school to squeeze in some spanish vocabulary when I live in AMERICA and you are in MY country where ENGLISH is the UNIVERSAL language...pay me more and I will learn to speak YOUR language even though you are in MY country, not visiting for a few weeks but PERMANENTLY LIVING here. I complained to my family the other day how I have to stand there at work for hours on end and then i have to pay a huuuuuuuge ass portion of my paycheck for piss-poor dingus/trashy people to get FREE medications either because they are too lazy to work, fake some sort of injury, or can't budget their finances (i.e. have more kids than they can afford to provide a quality life w/ good health insurance that does not come from my paycheck)--yah, we make a lot but that comes w/ great sacrifice (health to pull those all nighters during finals week, time to go to school, time to study, money for tuition, less time spent w/ kids and family and friends, liability issues), sure call it that we are lucky to be able to make so much but i sacrificed part of my life to better MY life and the lives of MY FAMILY, not for other strangers to freeload off of me, most of whom are rude (as demonstrated in the OP's example).

you are a nice fellow. if this "dude" kept disrespecting me by calling me dude and dingus, i would've thrown the prescriptions at his face and then i'd be prepared to call my store's security because judging by his attitude, he would've caused a scene as a result of the prescriptoins being thrown at him. After having worked at retail, nothing makes my day more than getting respect--even if it's a simple thank you. Even if there's no thank you, not disrespecting me or any health professional is good enough considering all the **** you have to deal w/ in retail. Oh well, this is where all THE MONEY IS!!!!!!

 

[WVUPharm2007]

I complained to my family the other day how I have to stand there at work for hours on end and then i have to pay a huuuuuuuge ass portion of my paycheck for piss-poor dingus/trashy people to get FREE medications either because they are too lazy to work, fake some sort of injury, or can't budget their finances (i.e. have more kids than they can afford to provide a quality life w/ good health insurance that does not come from my paycheck)

I used to be on Medicaid. Both parents, divorced, worked 40+ hours. Granted, my dad is just a humble clerk at the local grocery store, but he was no lazy ass. He just couldn't afford to pay for my health insurance when he is paid crap to work his ass off.

great sacrifice (health to pull those all nighters during finals week, time to go to school, time to study, money for tuition, less time spent w/ kids and family and friends, liability issues)

If pharmacy school is the toughest thing you've ever been through...uh...yeah. Being forced to memorize a bunch of crap is not sacrifice. You should be so lucky to have an opportunity. Hell, I got woken up at 3AM back in high school by my mom because I had to drive to some crackhouse to pick up my stepdad before someone stabbed his ass. I had to pick up the mortgage in college because the parents didn't have a job during that last little economic letdown we had in 01-03 and I got a pharmacy tech job at the local hospital. 20 hours of college + 32 hours of work a week every week. If I get sick? Too bad, Medicaid didn't cover me anymore, over 18. Call of work? Haha, right, I like having a house to sleep in. I'm just lucky I didn't have to go into the military like a whole lot of my friends. Of my circle of HS friends, 50% went into the military. Two got wounded and one of my best friends is dead right now because he's just another poor kid that was seduced into the military because he wanted to go to law school with help from the gov't. ****, pharmacy school is like a damn oasis escape to me, kid.

I dunno, just trying to give you some perspective...not everyone falls into such black and white categories. Sure, you have people that abuse the system, but the system itself is ****ed up, so what do you expect? It's that whole "people on medicaid are worthless" thing. I hear the crap all the time from coworkers and classmates that don't know my complete life history and it gets under my skin. No matter how they try to spin it, they are vicariously calling me worthless. I don't think I'm worthless. I mean, c'mon, I'm worth at least a dollar or something.

 

[gaba101]

I used to be on Medicaid. Both parents, divorced, worked 40+ hours. Granted, my dad is just a humble clerk at the local grocery store, but he was no lazy ass. He just couldn't afford to pay for my health insurance when he is paid crap to work his ass off.



If pharmacy school is the toughest thing you've ever been through...uh...yeah. Being forced to memorize a bunch of crap is not sacrifice. You should be so lucky to have an opportunity. Hell, I got woken up at 3AM back in high school by my mom because I had to drive to some crackhouse to pick up my stepdad before someone stabbed his ass. I had to pick up the mortgage in college because the parents didn't have a job during that last little economic letdown we had in 01-03 and I got a pharmacy tech job at the local hospital. 20 hours of college + 32 hours of work a week every week. If I get sick? Too bad, Medicaid didn't cover me anymore, over 18. Call of work? Haha, right, I like having a house to sleep in. I'm just lucky I didn't have to go into the military like a whole lot of my friends. Of my circle of HS friends, 50% went into the military. Two got wounded and one of my best friends is dead right now because he's just another poor kid that was seduced into the military because he wanted to go to law school with help from the gov't. ****, pharmacy school is like a damn oasis escape to me, kid.

I dunno, just trying to give you some perspective...not everyone falls into such black and white categories. Sure, you have people that abuse the system, but the system itself is ****ed up, so what do you expect? It's that whole "people on medicaid are worthless" thing. I hear the crap all the time from coworkers and classmates that don't know my complete life history and it gets under my skin. No matter how they try to spin it, they are vicariously calling me worthless. I don't think I'm worthless. I mean, c'mon, I'm worth at least a dollar or something.

sorry. you know what? a lot of the bad guys' efforts cover up those that truly need it. and it sucks because it takes more money AWAY from thsoe who really need it and they suffer as a result. and i should've acknowledged that and it is for peopel who truly need it that I can see why we have to pay, but it sure gets under my skin (and probably others) that we have to provide for others who abuse the system because they can't budget their finances correctly. it's like PSE regulations--there are a lot of people out there who really need it but because of stupid idiots who abuse it to make meth or whatever, other innocent people who truly need it have to pay the price of going thru the extra hassel of having their PSE sales tracked. or at stores where lots of people steal so much that it forces stores to just discontinue carrying items that are stolen often (as is the case at my store).

 

[gaba101]

I mean, c'mon, I'm worth at least a dollar or something.

after the boards, you're worth at least a Mr. Grant 😉

 

[bananaface]

Huh. Where I am the medicaid people are nice and the rich trophy wives are the ones I want to strangle.

They usually all have their moments.

 

[Doctor M]

I used to be on Medicaid. Both parents, divorced, worked 40+ hours. Granted, my dad is just a humble clerk at the local grocery store, but he was no lazy ass. He just couldn't afford to pay for my health insurance when he is paid crap to work his ass off.



If pharmacy school is the toughest thing you've ever been through...uh...yeah. Being forced to memorize a bunch of crap is not sacrifice. You should be so lucky to have an opportunity. Hell, I got woken up at 3AM back in high school by my mom because I had to drive to some crackhouse to pick up my stepdad before someone stabbed his ass. I had to pick up the mortgage in college because the parents didn't have a job during that last little economic letdown we had in 01-03 and I got a pharmacy tech job at the local hospital. 20 hours of college + 32 hours of work a week every week. If I get sick? Too bad, Medicaid didn't cover me anymore, over 18. Call of work? Haha, right, I like having a house to sleep in. I'm just lucky I didn't have to go into the military like a whole lot of my friends. Of my circle of HS friends, 50% went into the military. Two got wounded and one of my best friends is dead right now because he's just another poor kid that was seduced into the military because he wanted to go to law school with help from the gov't. ****, pharmacy school is like a damn oasis escape to me, kid.

I dunno, just trying to give you some perspective...not everyone falls into such black and white categories. Sure, you have people that abuse the system, but the system itself is ****ed up, so what do you expect? It's that whole "people on medicaid are worthless" thing. I hear the crap all the time from coworkers and classmates that don't know my complete life history and it gets under my skin. No matter how they try to spin it, they are vicariously calling me worthless. I don't think I'm worthless. I mean, c'mon, I'm worth at least a dollar or something.

Well the toughest thing i have been through was being an immigrant from another country (guatemala) and learning two languages and being dirt poor growing up. Having to eat bread and noodles as a child growing up and never seeing my dad cause he was off doing a residency for 80-100 hr per week so he could provide a better life for us, that was tough. Getting woken up at 4 am to study hard to have a future, that sucked, but i got an education. So you see, we found our opportunities and the time that we had nothing or what not we never took it out on others. I am not calling these patients worthless, i am asking why are they so mean.

 

[Doctor M]

I guess my frustration is that for 12 hours a day, i work my -ss of for every single patient that comes in. I have come to know the patients by first name and i have a great relationship with most of them. But then, i am sorry, but these patients that expect everything for free and hassle me cause it is not is getting out of hand. Well they paid for it last time or what is your name, i calling your manager are such old and stupid line i hear everyday. I am nit saying that medicaid people are worthless, heck my grandmother is on medicaid in another state, i am merely trying to figure out why they can be so mean. And the excuse that they are sick is bull--it because i have encountered alot of sick people and most are so patient and respectful. Why would this jerk treat me like crap when i was trying to help him out. I understood his anger and was trying to help. It just ruins the day and when you work so hard it ruins your motivation to keep working in the field.

Dr. M

 

[FamilyMD]

So Today I went in to my pharmacy to see how the crew was doing. I manage a pharmacy (corporation not disclosed in fear of retaliation) that does like 2200-2300 a week. Well, my partner is on vacation so we had a floater and it must have been a rough day. As I am there talking to a tech, this customer walks up and say:
customer: Are my prescriptions done, i have been waiting 2 hours.
Me: What is your name?
customer: ......this is ridiculous, you are all so imcompetent. I worked for (undisclosed chain) and this never happened there. Whos the manager?
Me: I am. I am verifying your prescriptions now.
Customer: Whatever "dude". What a waste.
me: Excuse, please do not call me dude.
Customer: Ok "dude".
Me: Please, do not call me dude.
Customer: Ill call you whatever i want "dude"

Now mind you, i merely stopped in to see the crew. The Rph there was slow. He worked at his own pace. Now i agree that the customer had every right to be upset, but he really took it out on me. I said to him i was a doctor and please do not call me dude. He said ok Dr. Dude. By this time i had had enough of this medicaid scum. I wanted to say so bad that we're the ones flipping the damn bill for those FREE meds of yours and so please stop with the attitude! I went to give him back his hard copies and kick him out and make him go somewhere else and wait. But I, being the professional I am, sucked it up and scanned out his rx's. He grabbed his bag and told me:
"have a merry christmas and Happy new year dingus". I refused to give him my DM's name and number. All I was trying to do was help this idiot and he just kept insulting me. I cannot take retail anymore. These medicaid patients abuse us so much. I try to help (not please) as many as these people that i can, but some of them are just so arrogant. Retail Sucks!!!!!!!!!!!!!!!!!!!!!!!!!!👎

Dr. M

I am left speechless. As Ann Landers used to say (yes, I'm dating myself), "no one can abuse you without your permission". Me and my staff come first. If you act like an A-hole, you will be thrown out of the door so fast your head will spin, my staff knows this and are quick to call me out if some idiot thinks he can cause a scene. Thankfully I've only discharge about 5 patients (strangely, averaging about 1 a year) for rude behavior, but I think acting consistently is key so patients and staff know the rules.
This not only applies to acting rudely but if I get a gestalt that the pt is a drug seeker, "hasta la byebye".

 

[sdn1977]

I am left speechless. As Ann Landers used to say (yes, I'm dating myself), "no one can abuse you without your permission". Me and my staff come first. If you act like an A-hole, you will be thrown out of the door so fast your head will spin, my staff knows this and are quick to call me out if some idiot thinks he can cause a scene. Thankfully I've only discharge about 5 patients (strangely, averaging about 1 a year) for rude behavior, but I think acting consistently is key so patients and staff know the rules.
This not only applies to acting rudely but if I get a gestalt that the pt is a drug seeker, "hasta la byebye".

This is indeed a very rare day when I will agree completely with Family MD.

These folks are indeed mean because they can be. This is a behavior they have learned & it normally works for them. They don't care about your censure, bad looks & know you'll talk about them all day (and are still talking about them).

You've given them the power to win! As I've always pointed out...no one can step all over you unless you willingly lie down - so don't! I give you one time to be rude &/or obnoxious...then - you're gone.

 

[DHG]

I was a manager at a retail store a few years ago (not pharmacy, but a national retail home furninshings chain). We had a verbally abusive customer that always came in wanting discounts for "damaged" merchandise. She also would return things a lot. I think she may have had some psychiatric issues, but in any case she was very verbally abusive to the staff. I told her that she was no longer welcome in the store due to her behavior. Do you know what happened? She called corporate and complained.


...And they gave her a bunch of gift cards. They didn't even ask our side of the story. She was even worse from then on. I told my staff to ignore her (i.e. not help her or wait on her). I talked to my regional manager about it and she basically told us to kiss this lady's ass. I said I would not. We should not have to put up with that type of behavior.

She called corporate a few more times to complain about the "rude employees" at our store, and we caught some heat about it, but eventually I guess even they got tired of her because they stopped giving her free stuff eventually and she stopped coming in.

This is why I hate corporate retail. I will not put up with that crap again. I'll use my own judgement. If the company trusts me enough to manage a pharmacy (one day), they'll also have to trust me to decide when to tell someone (customer) to leave.

 

[alwaystired]

I was a manager at a retail store a few years ago (not pharmacy, but a national retail home furninshings chain). We had a verbally abusive customer that always came in wanting discounts for "damaged" merchandise. She also would return things a lot. I think she may have had some psychiatric issues, but in any case she was very verbally abusive to the staff. I told her that she was no longer welcome in the store due to her behavior. Do you know what happened? She called corporate and complained.


...And they gave her a bunch of gift cards. They didn't even ask our side of the story. She was even worse from then on. I told my staff to ignore her (i.e. not help her or wait on her). I talked to my regional manager about it and she basically told us to kiss this lady's ass. I said I would not. We should not have to put up with that type of behavior.

She called corporate a few more times to complain about the "rude employees" at our store, and we caught some heat about it, but eventually I guess even they got tired of her because they stopped giving her free stuff eventually and she stopped coming in.

This is why I hate corporate retail. I will not put up with that crap again. I'll use my own judgement. If the company trusts me enough to manage a pharmacy (one day), they'll also have to trust me to decide when to tell someone (customer) to leave.

we have a customer that is such a ****** that I could scream everytime I see her.....and yet we give her a discount on her special order OTC item. When I graduate, man, I'd love to boot her ***** but your partner at the store has to feel the same way too. And the RPhs I work with now couldn't care less.

 

[dumbguy]

I was a manager at a retail store a few years ago (not pharmacy, but a national retail home furninshings chain). We had a verbally abusive customer that always came in wanting discounts for "damaged" merchandise. She also would return things a lot. I think she may have had some psychiatric issues, but in any case she was very verbally abusive to the staff. I told her that she was no longer welcome in the store due to her behavior. Do you know what happened? She called corporate and complained.


...And they gave her a bunch of gift cards. They didn't even ask our side of the story. She was even worse from then on. I told my staff to ignore her (i.e. not help her or wait on her). I talked to my regional manager about it and she basically told us to kiss this lady's ass. I said I would not. We should not have to put up with that type of behavior.

She called corporate a few more times to complain about the "rude employees" at our store, and we caught some heat about it, but eventually I guess even they got tired of her because they stopped giving her free stuff eventually and she stopped coming in.

This is why I hate corporate retail. I will not put up with that crap again. I'll use my own judgement. If the company trusts me enough to manage a pharmacy (one day), they'll also have to trust me to decide when to tell someone (customer) to leave.

Coporate people sucks big time. All they care is how much money they can rake in. THey could care less about the employees.

 

[alwaystired]

I used to be on Medicaid. Both parents, divorced, worked 40+ hours. Granted, my dad is just a humble clerk at the local grocery store, but he was no lazy ass. He just couldn't afford to pay for my health insurance when he is paid crap to work his ass off.



If pharmacy school is the toughest thing you've ever been through...uh...yeah. Being forced to memorize a bunch of crap is not sacrifice. You should be so lucky to have an opportunity. Hell, I got woken up at 3AM back in high school by my mom because I had to drive to some crackhouse to pick up my stepdad before someone stabbed his ass. I had to pick up the mortgage in college because the parents didn't have a job during that last little economic letdown we had in 01-03 and I got a pharmacy tech job at the local hospital. 20 hours of college + 32 hours of work a week every week. If I get sick? Too bad, Medicaid didn't cover me anymore, over 18. Call of work? Haha, right, I like having a house to sleep in. I'm just lucky I didn't have to go into the military like a whole lot of my friends. Of my circle of HS friends, 50% went into the military. Two got wounded and one of my best friends is dead right now because he's just another poor kid that was seduced into the military because he wanted to go to law school with help from the gov't. ****, pharmacy school is like a damn oasis escape to me, kid.

I dunno, just trying to give you some perspective...not everyone falls into such black and white categories. Sure, you have people that abuse the system, but the system itself is ****ed up, so what do you expect? It's that whole "people on medicaid are worthless" thing. I hear the crap all the time from coworkers and classmates that don't know my complete life history and it gets under my skin. No matter how they try to spin it, they are vicariously calling me worthless. I don't think I'm worthless. I mean, c'mon, I'm worth at least a dollar or something.

I've been homeless and slept outside by the freeway as a teenager with a drug-addict mother that abused the system. That's just a blip on my bad luck radar. Let me tell you, your not the only one on here with a rough upbringing and even though I know what it's like to be super unfortunate, I still get annoyed by the patients that get everything free and bitch about having to buy the saline spray for $3. I have had 3 separate mothers go back and put the spray on the shelf because it wasn't free. 😱 That's ridiculous. Then, I worked a rotation that had a lady that got her gastric bypass covered under medicaid (I AM NOT LYING....SERIOUSLY) and it "didn't work" so she yelled at us all the time because of the side effects and she would need liquid vitamins etc. She would also call in and demand to have "everything" filled on her profile. She had like 5 steroid creams and you would try to reason she didn't need them all, but she didn't know the names but just wanted EVERYTHING off the profile every month because they were free.

So the system is flawed. People need help, but they also need to help themselves. Unfortunately, the goverment hasn't found a way to deal with those that really need help and our grateful for anything and the ******* who want everything free and feel entitled to the world on a silver plate.

 

[WVUPharm2007]

They usually all have their moments.

The Gospel.

 

[gaba101]

Well the toughest thing i have been through was being an immigrant from another country (guatemala) and learning two languages and being dirt poor growing up. Having to eat bread and noodles as a child growing up and never seeing my dad cause he was off doing a residency for 80-100 hr per week so he could provide a better life for us, that was tough. Getting woken up at 4 am to study hard to have a future, that sucked, but i got an education. So you see, we found our opportunities and the time that we had nothing or what not we never took it out on others. I am not calling these patients worthless, i am asking why are they so mean.

Like yours, mine was also really poor and immigrants. but you know what? my parents knew they were living in AMERICA where ENGLISH is the universal language and they made sure everyone in the family learned English. When they were out in public, they were always respectful and smiliy and never gave up on interacting with someone immediately just because they didn't speak their own language. No attitude, just gratitude. After 20 years, they have done pretty well with no college education.

Mine also couldn't afford health insurance or dental insurance. parents owned a restaurant and had to work 12-14 hours a day so my siblings and I rarely got to see our parents (our grandma took care of us), as a result of working so many long hours, they missed out a LOT on our lives--PTA meetings, band concerts, and other performances and no family vacations. In elementary school, my lunch was the same 365 days a year year after year--a hot dog with white buns and a capri sun juice.

but you know what? even though we weren't rich like my friends and were pretty poor, unless you knew our financial situation, when you look at my parents or my siblings, we didn't look like we were piss-poor because we made sure to keep our economic struggles to ourselves--make sure we always wear clean clothes out, wash our shoes so they don't look dirty even though we wear the same ones everyday, etc. and Even more importantly, even though my parents could not afford to buy a lot of good food or even go to the doctor periodically (we went to the doc ONLY when it was a true emergency...not because "oh, my child has a 100 degree temperature, doctor!!!!"), my parents never EVER turned to Medicaid for help, even though they qualified. My dad didn't believe in getting things for FREE in life.

We made it (both my sibling & I are in college) with the very little we had by planning wisely--my parents knew having more children would decrease the quality of life for themselves and for my sibling and me (so no more kids), we saw the doctor only in true emergencies (and for my parents' annual checkup), we saved meticulously, and for minor allergies (watery eyes, running nose, etc) and diarrhea and other minor health problems? we never complained to the pharmacist about needing something for the bit of allergies or constipation or whatever--that is why before pharmacy school, I had NEVER heard of Imodium, Docusate, Hydrocortisone, Sudafed. Unlike the rest of the American population who must find a remedy for every minor symptom they are experiencing and some more economically struggling ones try to get MediCal to cover their medications, my family and I just toughed it out. This is why I get very annoyed when someone does not want their medication because they hvae a $2.98 copay or ask for their prescription back because Vicodin is $20 instead of being free because they've exceeded their plan limits. They get these meds because they are FREE but really, if they were not covered or didn't have MediCal, I'm sure they can tough it out like me and my family.

 

[Doctor M]

Like yours, mine was also really poor and immigrants. but you know what? my parents knew they were living in AMERICA where ENGLISH is the universal language and they made sure everyone in the family learned English. When they were out in public, they were always respectful and smiliy and never gave up on interacting with someone immediately just because they didn't speak their own language. No attitude, just gratitude. After 20 years, they have done pretty well with no college education.

Mine also couldn't afford health insurance or dental insurance. parents owned a restaurant and had to work 12-14 hours a day so my siblings and I rarely got to see our parents (our grandma took care of us), as a result of working so many long hours, they missed out a LOT on our lives--PTA meetings, band concerts, and other performances and no family vacations. In elementary school, my lunch was the same 365 days a year year after year--a hot dog with white buns and a capri sun juice.

but you know what? even though we weren't rich like my friends and were pretty poor, unless you knew our financial situation, when you look at my parents or my siblings, we didn't look like we were piss-poor because we made sure to keep our economic struggles to ourselves--make sure we always wear clean clothes out, wash our shoes so they don't look dirty even though we wear the same ones everyday, etc. and Even more importantly, even though my parents could not afford to buy a lot of good food or even go to the doctor periodically (we went to the doc ONLY when it was a true emergency...not because "oh, my child has a 100 degree temperature, doctor!!!!"), my parents never EVER turned to Medicaid for help, even though they qualified. My dad didn't believe in getting things for FREE in life.

We made it (both my sibling & I are in college) with the very little we had by planning wisely--my parents knew having more children would decrease the quality of life for themselves and for my sibling and me (so no more kids), we saw the doctor only in true emergencies (and for my parents' annual checkup), we saved meticulously, and for minor allergies (watery eyes, running nose, etc) and diarrhea and other minor health problems? we never complained to the pharmacist about needing something for the bit of allergies or constipation or whatever--that is why before pharmacy school, I had NEVER heard of Imodium, Docusate, Hydrocortisone, Sudafed. Unlike the rest of the American population who must find a remedy for every minor symptom they are experiencing and some more economically struggling ones try to get MediCal to cover their medications, my family and I just toughed it out. This is why I get very annoyed when someone does not want their medication because they hvae a $2.98 copay or ask for their prescription back because Vicodin is $20 instead of being free because they've exceeded their plan limits. They get these meds because they are FREE but really, if they were not covered or didn't have MediCal, I'm sure they can tough it out like me and my family.

I applaud you in every way possible. I do not mind people being on medicaid when there is need, but please, treat your doctors and pharmacists like human beings. I was brought up to be courteous and well mannered, and i am not asking for these patients to kiss my ass or anything like that, but please the name calling is uncalled for.

Dr. M

 

[PolarBear21]

This thread is making me fear retail

My sister is a pharmacist and a lady once came in DEMANDING PlanB over the counter and when my sister told her she needed a prescription, she said she didn't need one because she read in the newspaper it was OTC. This was this past summer and she was arguing with my sister she was right and she started getting really MEAN, its like HELLO!! She has a pharmD, I think she knows what she is talking about more than you! The lady eventually complained to corporate about my sister but obviously she had no basis for arguing because planB wasn't OTC.

I understand maybe the lady was under a lot of stress but is a little respect too much to ask for? As a pharmacist I wouldn't want to be treated in any special way, I would just want to be treated as a human being 👍

 

[DHG]

Fortunately, the asshats were the exception to the rule when I was managing the furniture store. Most people were great.

Now that I'm working in a pharmacy, I still think most people are OK. Sure there are some that are impatient and rude, but how you interact with these people has a lot to do with how they act towards you. Now there will always be those that are obnoxious no matter what, and sometimes it's hard to not let them get under your skin.

I still believe there is a line, though, that should not be crossed. Being rude is one thing, but being verbally abusive is another. I wouldn't get too worked up about a rude customer (well, I might if I needed to blow off steam) but I would draw the line at threatening/abusive. I won't tolerate that and if it happens to me when I'm a pharmacist (God forbid I actually end up working retail), I'll have no problems telling them to take their business elsewhere. 👍

 

[eddavatar]

That's why I'm gonna go to industry (or better yet, wall street) ^_^

 

[All4MyDaughter]

Economic elitistism is not cool. Each and every one of us takes advantage every day of government-provided services paid for by our own and others' tax dollars. No one living in this country is 100% paying their own way.

Medicaid patients don't have a lock on rudeness in the pharmacy. I'd much rather deal with a medicaid patient than a snobby east-end housewife who thinks she's better than me and her poop smells like roses. I've done it both ways (pharmacy with wealthy clientele and pharmacy in the "bad neighborhood") and give me the poor, every single time.

There are going to be rude people in every single industry. How you deal with them is a more of a reflection on your character than theirs.

 

[MountainPharmD]

All I was trying to do was help this idiot and he just kept insulting me. I cannot take retail anymore. These medicaid patients abuse us so much. I try to help (not please) as many as these people that i can, but some of them are just so arrogant. Retail Sucks!!!!!!!!!!!!!!!!!!!!!!!!!!👎

Dr. M

Dr. Dude...just kidding! Hey man people are stupid and rude and impatient all the time. Unfortunately working retail means we get to see it all the time. I look at it as part of the deal and part of the reason I make 100K plus a year. You could be taking crap from people and digging ditches for a living (nothing wrong with digging ditches I used to do it a long time ago.) I choose to focus on the people who want my help. As for the idiots (they come in all shapes and sizes, rich, poor whatever) I do just what I need to get rid of them and move on to the next script.

Some of our hospital pharmacist friends will chime in about how great hospital pharmacy is and that's why they don't do retail. Well let me tell ya the real work of pharmacy is in retail. Counseling patients answering their questions ect. is what pharmacy is about. Not sitting on your a** is some hospital basement getting chewed out by every other nurse because they can't find the meds they need.

I too am a pharmacy manager for a busy retail chain and I love my job. I do not get any less jerk off customers than you do or the next guy. Again, I focus on the people who want my help and blow off the rest.

 

[MountainPharmD]

I am left speechless. As Ann Landers used to say (yes, I'm dating myself), "no one can abuse you without your permission". Me and my staff come first. If you act like an A-hole, you will be thrown out of the door so fast your head will spin, my staff knows this and are quick to call me out if some idiot thinks he can cause a scene. Thankfully I've only discharge about 5 patients (strangely, averaging about 1 a year) for rude behavior, but I think acting consistently is key so patients and staff know the rules.
This not only applies to acting rudely but if I get a gestalt that the pt is a drug seeker, "hasta la byebye".

Great idea and plan if you are the sole person in charge of your buisiness. It is not practical in any corporate retail setting, especially pharmacy. Remember the old retail saying "The customer is always right." In most major cities there are 3 to 4 chain pharmacies and/or grocery stores within a five mile radius of each other. Store management looks at each person as if they were a dollar sign. They know that each customer could easily go across the street to the competion so they put up with whatever crap the customer throws at them. They expect pharmacy to do the same. Sucks, but is a fact of retail life....

 

[pion]

There are going to be rude people in every single industry. How you deal with them is a more of a reflection on your character than theirs.

Amen to this. Kill em with kindness and have a laugh afterward about how pathetic their lives must be that they have to come in and yell at the people charged with keeping them alive.

It has always appeared to me that, regardless of whether your patients are on medicaid and don't speak english or yell at you from their Hummer in the drive-thru, your own attitude will be the most important factor. If you let every rude person get to you, avoid retail, but if you have thick skin I don't think it's bad at all.

 

[BeatrixKiddo]

So Today I went in to my pharmacy to see how the crew was doing. I manage a pharmacy (corporation not disclosed in fear of retaliation) that does like 2200-2300 a week. Well, my partner is on vacation so we had a floater and it must have been a rough day. As I am there talking to a tech, this customer walks up and say:
customer: Are my prescriptions done, i have been waiting 2 hours.
Me: What is your name?
customer: ......this is ridiculous, you are all so imcompetent. I worked for (undisclosed chain) and this never happened there. Whos the manager?
Me: I am. I am verifying your prescriptions now.
Customer: Whatever "dude". What a waste.
me: Excuse, please do not call me dude.
Customer: Ok "dude".
Me: Please, do not call me dude.
Customer: Ill call you whatever i want "dude"

Now mind you, i merely stopped in to see the crew. The Rph there was slow. He worked at his own pace. Now i agree that the customer had every right to be upset, but he really took it out on me. I said to him i was a doctor and please do not call me dude. He said ok Dr. Dude. By this time i had had enough of this medicaid scum. I wanted to say so bad that we're the ones flipping the damn bill for those FREE meds of yours and so please stop with the attitude! I went to give him back his hard copies and kick him out and make him go somewhere else and wait. But I, being the professional I am, sucked it up and scanned out his rx's. He grabbed his bag and told me:
"have a merry christmas and Happy new year dingus". I refused to give him my DM's name and number. All I was trying to do was help this idiot and he just kept insulting me. I cannot take retail anymore. These medicaid patients abuse us so much. I try to help (not please) as many as these people that i can, but some of them are just so arrogant. Retail Sucks!!!!!!!!!!!!!!!!!!!!!!!!!!👎

Dr. M

Wait, you would rather be called incompetant than dude?

 

[DHG]

Great idea and plan if you are the sole person in charge of your buisiness. It is not practical in any corporate retail setting, especially pharmacy. Remember the old retail saying "The customer is always right." In most major cities there are 3 to 4 chain pharmacies and/or grocery stores within a five mile radius of each other. Store management looks at each person as if they were a dollar sign. They know that each customer could easily go across the street to the competion so they put up with whatever crap the customer throws at them. They expect pharmacy to do the same. Sucks, but is a fact of retail life....

True. But when rude turns to threatening or abusive, all that goes out the window in my book. I get paid to tolerate rude, but not to be threatened or verbally abused.👍 Thank goodness this is a rare situation. But it does happen. (Averaged about 2x per year at the furniture store. So far not at all in the pharmacy).

 

[ZpackSux]

why are people nasty and mean? Not enough sex.

 

[All4MyDaughter]

why are people nasty and mean? Not enough sex.

There may be a business opportunity in this somewhere....

 

[Doctor M]

Economic elitistism is not cool. Each and every one of us takes advantage every day of government-provided services paid for by our own and others' tax dollars. No one living in this country is 100% paying their own way.

Medicaid patients don't have a lock on rudeness in the pharmacy. I'd much rather deal with a medicaid patient than a snobby east-end housewife who thinks she's better than me and her poop smells like roses. I've done it both ways (pharmacy with wealthy clientele and pharmacy in the "bad neighborhood") and give me the poor, every single time.

There are going to be rude people in every single industry. How you deal with them is a more of a reflection on your character than theirs.

Once again, i deal with the rudeness everyday and i can take that, it is the verbal abuse i cannot tolerate. Being called dingus and the f word i will not tolerate. People complaining is ok, i resolve the issue and they leave happy. It is the verbal abuse i will not take. There is a huge difference between being rude and being verablly abusive in my eyes. And I have great character which is why i manage this pharmacy. I get the job done. But once again, it is the verbal abuse.

 

[Doctor M]

Economic elitistism is not cool. Each and every one of us takes advantage every day of government-provided services paid for by our own and others' tax dollars. No one living in this country is 100% paying their own way.

Medicaid patients don't have a lock on rudeness in the pharmacy. I'd much rather deal with a medicaid patient than a snobby east-end housewife who thinks she's better than me and her poop smells like roses. I've done it both ways (pharmacy with wealthy clientele and pharmacy in the "bad neighborhood") and give me the poor, every single time.

There are going to be rude people in every single industry. How you deal with them is a more of a reflection on your character than theirs.

Lets wait and see in 5-6 years when you get to manage your corporate pharmacy and see how you deal with the verbal abuse. Until you get a taste of being the manager in charge and people want answers from you, and you are the --shole of f--k who is incompetent, you really have no idea what it feels like to be called names and what not. I know many of you say to shake it off, and move on to the next, but when it happens everyday it takes a toll on you. We do about 55-60% medicaid, and most of them are great people, but it is just those few that will get underneath your skin. I dont care who you are, if you work hard and someone tells you your an --shole and what not, even though you know your not, you start to think if maybe you could have done something to make it right;Remember, you have no support from corporate most of the time. The customer is always right and they throw money or gift cards their way. You did all you could, but corporate mostly sides with the customer because all they see is $$$$.

Anyway, i see all of your veiwpoints, and yes, i am raking in the $$$$, but sooner or later, it will not be worth it.

Dr. M

 

[Doctor M]

Great idea and plan if you are the sole person in charge of your buisiness. It is not practical in any corporate retail setting, especially pharmacy. Remember the old retail saying "The customer is always right." In most major cities there are 3 to 4 chain pharmacies and/or grocery stores within a five mile radius of each other. Store management looks at each person as if they were a dollar sign. They know that each customer could easily go across the street to the competion so they put up with whatever crap the customer throws at them. They expect pharmacy to do the same. Sucks, but is a fact of retail life....

This is very true. Corporate will back that customer no matter what. Even if it was the customers fault or what not, it is still the phamacy managers responsibilty to make it right. In the past few months, my perpective of corporate America has changed dramatically. I have managed pharmacies for 2 years and who knows how long i will last. Sending a customer away only makes uppermanagement very pissy people. They frown upon that and perceive it as bad business.

 

[MountainPharmD]

Once again, i deal with the rudeness everyday and i can take that, it is the verbal abuse i cannot tolerate. Being called dingus and the f word i will not tolerate. People complaining is ok, i resolve the issue and they leave happy. It is the verbal abuse i will not take. There is a huge difference between being rude and being verablly abusive in my eyes. And I have great character which is why i manage this pharmacy. I get the job done. But once again, it is the verbal abuse.

So is it constant verbal abuse from the same customers or is it someone different eveytime? Someone calls me an a**hole or uses the F word they are through using my pharmacy. I give a damn what store management says.

Something else you may want to look at is why are people so upset when they come to your pharmacy. I would think it is a rare thing to have someone come up out of the blue and start cussing you out for no reason. You may have some problems in your work flow or with a staff member.

As I am there talking to a tech, this customer walks up and say:
customer: Are my prescriptions done, i have been waiting 2 hours.
Me: What is your name?
customer: ......this is ridiculous, you are all so imcompetent. I worked for (undisclosed chain) and this never happened there. Whos the manager?


Dr. M

This statement says a whole lot about where a problem may lie....I would probably not be real happy if I had been waiting 2 hours for my prescription either, especially if I was told the wait time was 20 minutes or something like that. Its still no excuse for them to act like an idiot but it may help to understand where they were coming from.

 

[psychoandy]

I generally don't like to call people "medicaid scum"...I don't hate based on how much money or what insurance people have, I hate based on how much of a dick they are. Should have told him/her/it to take their scripts back to their own chain if they like it so much.

Some of our hospital pharmacist friends will chime in about how great hospital pharmacy is and that’s why they don't do retail. Well let me tell ya the real work of pharmacy is in retail. Counseling patients answering their questions ect. is what pharmacy is about. Not sitting on your a** is some hospital basement getting chewed out by every other nurse because they can't find the meds they need.

🙄

Oh, so making sure doctors write correct orders and making sure nursing is giving the meds correctly *isn't* at all what pharmacy is about? I'm sorry, I missed the part of my job where I don't do any work at all and just send things up to the floors. Hospital and retail are essentially doing the same thing as far as QAing a script and counseling. How is an angry nurse wanting another dose any different than angry patients who want their scripts done first? Bitch please, you sound like a CVS motivational speaker. Besides, we haven't even flaunted that this enitre thread is the reason why some of us would rather not work in retail.

 

[MountainPharmD]

I generally don't like to call people "medicaid scum"...I don't hate based on how much money or what insurance people have, I hate based on how much of a dick they are. Should have told him/her/it to take their scripts back to their own chain if they like it so much.




🙄

Oh, so making sure doctors write correct orders and making sure nursing is giving the meds correctly *isn't* at all what pharmacy is about? I'm sorry, I missed the part of my job where I don't do any work at all and just send things up to the floors. Hospital and retail are essentially doing the same thing as far as QAing a script and counseling. How is an angry nurse wanting another dose any different than angry patients who want their scripts done first? Bitch please, you sound like a CVS motivational speaker. Besides, we haven't even flaunted that this enitre thread is the reason why some of us would rather not work in retail.

Your pretty funny! Let me ask you, do you do alot of patient counseling in the hospital? Do you spend alot of time interacting with patients answering their questions? I don't think so, unless you work at some little 10 bed hospital in the middle of nowhere. Think back over the last month and count the number of patients you actually counseled or were available to answer questions. I bet dollars to doughnuts you could count them on one hand. I am unsure as to how you think hospital and retail pharmacists are doing the same things. Yes we are both pharmacists but I am out in the community practicing pharmacy interacting with patients while you sit in a hospital and well sit in a hospital.

I am sure you will come back with this great tale of how the hospital you work at does discharge counseling on every patient and a pharmacist is available any time to answer questions. Let me tell ya kid, in the three hospitals I have worked at in three different cities in two states none of that happened. It currently does not happen at the two major hospitals where I am living now.

 

[Doctor M]

So is it constant verbal abuse from the same customers or is it someone different eveytime? Someone calls me an a**hole or uses the F word they are through using my pharmacy. I give a damn what store management says.

Something else you may want to look at is why are people so upset when they come to your pharmacy. I would think it is a rare thing to have someone come up out of the blue and start cussing you out for no reason. You may have some problems in your work flow or with a staff member.



This statement says a whole lot about where a problem may lie....I would probably not be real happy if I had been waiting 2 hours for my prescription either, especially if I was told the wait time was 20 minutes or something like that. Its still no excuse for them to act like an idiot but it may help to understand where they were coming from.

Totally agree with you, and mind you all i did was stop in to see how the floater was doing. He was slow but efficient. The pt wasn;t a waiter, the medication just wasnt ready when promised. He was mad about that;he wasnt physically waiting 2 hours.

 

[Doctor M]

So is it constant verbal abuse from the same customers or is it someone different eveytime? Someone calls me an a**hole or uses the F word they are through using my pharmacy. I give a damn what store management says.

Something else you may want to look at is why are people so upset when they come to your pharmacy. I would think it is a rare thing to have someone come up out of the blue and start cussing you out for no reason. You may have some problems in your work flow or with a staff member.



This statement says a whole lot about where a problem may lie....I would probably not be real happy if I had been waiting 2 hours for my prescription either, especially if I was told the wait time was 20 minutes or something like that. Its still no excuse for them to act like an idiot but it may help to understand where they were coming from.

The work flow is not the problem. The problem is that for the last 4 years, this pharmacy was known as a problem pharmacy (wait time, high turnover of RPH managers etc). I come in 7 months ago and we are doing great. The problem are the patients who had problems in the past and they come in ready to stir something up. It will take me awhile to resolve issues in the past. We are 24 hours so that adds a little more to the problem. I am one person and can only do so much. Anyway, again, no one waits literally 2 hours, this man was just unhappy that the rx's were not ready when promised. Again, we had a floater and pretty much i got the brunt of the complaint.

 

[Doctor M]

"Something else you may want to look at is why are people so upset when they come to your pharmacy. I would think it is a rare thing to have someone come up out of the blue and start cussing you out for no reason. You may have some problems in your work flow or with a staff member."

Not true, i had a customer come here from New Jersey and tried to use NJ medicaid here in florida with no ID number. We stated that normally medicaid is only good for the state it is from, but we would need in ID number or an ID card to process a claim. She was so upset at the answer that the lead tech gave her that she ripped the RX out of his hand, cussed and stated that every time she comes in here there is always a problem. I mean come on 👎

When it is our fault i admit it, apologize profusely and make it right. But some things i cannot control.

 

[alwaystired]

today i watched a man literally snatch his prescription bag from the clerk and huff off. she's lucky she didn't get a paper cut. wanna know what it was about? b/c we had a different manufacturer on his lisinopril.....Like we can control that.

Overall, this thread it depressing. While direct patient interaction is one of the best things about retail, there are just soooo many jerks out there. I am applying for a hospital internship. split my time 50/50 b/c we have way too many jerks at my pharmacy and I fear I will grow to hate pharmacy if I do retail soley.....

 

[All4MyDaughter]

Lets wait and see in 5-6 years when you get to manage your corporate pharmacy and see how you deal with the verbal abuse. Until you get a taste of being the manager in charge and people want answers from you, and you are the --shole of f--k who is incompetent, you really have no idea what it feels like to be called names and what not. I know many of you say to shake it off, and move on to the next, but when it happens everyday it takes a toll on you. We do about 55-60% medicaid, and most of them are great people, but it is just those few that will get underneath your skin. I dont care who you are, if you work hard and someone tells you your an --shole and what not, even though you know your not, you start to think if maybe you could have done something to make it right;Remember, you have no support from corporate most of the time. The customer is always right and they throw money or gift cards their way. You did all you could, but corporate mostly sides with the customer because all they see is $$$$.

Anyway, i see all of your veiwpoints, and yes, i am raking in the $$$$, but sooner or later, it will not be worth it.

Dr. M

Oh, but see I actually DO know what it's like to deal with irate customers, and to be the person in charge. I'm a lot older than the average pharmacy student have have worked in several different industries requiring extensive customer service and public contact. The public is the public is the public. People act the same all over. Jerks in setting A will be jerks in setting B. From what I've seen, people aren't any better or worse behaved in pharmacy. And no, you don't have to internalize it. That's a choice we make, and I choose not to.

 

[All4MyDaughter]

So is it constant verbal abuse from the same customers or is it someone different eveytime? Someone calls me an a**hole or uses the F word they are through using my pharmacy. I give a damn what store management says.

Something else you may want to look at is why are people so upset when they come to your pharmacy. I would think it is a rare thing to have someone come up out of the blue and start cussing you out for no reason. You may have some problems in your work flow or with a staff member.



This statement says a whole lot about where a problem may lie....I would probably not be real happy if I had been waiting 2 hours for my prescription either, especially if I was told the wait time was 20 minutes or something like that. Its still no excuse for them to act like an idiot but it may help to understand where they were coming from.

ITA with your points. In what I've observed, people often have a reason to be upset but just WAY over-react or don't know how to complain without yelling. I haven't seen that many incidents of cussing and screaming just for no reason at all.

Sometimes a legitimate customer gripe can get totally out of hand, usually due to the customer's behavior but also in part because of the way pharmacy staff members react to it.

I won't put up with cussing and name calling either.

 

[davidgayz]

ok hear me out. I've determined the secret to not getting upset over horrible customers. I've worked at 2 retail pharmacies (2 different major chains), one of which had great customers and was well managed and one of which had relatively bad customers and was horribly managed. At the good pharmacy we got a pissed off unmanagable customer twice a week and I would think about it for days. At the bad pharmacy I would guess there were at least 10 incidents a day and it rolled off my back like nothing. The point being that no matter where you go there will be at least a few bad customers so you might as well mismanage the crap out of your pharmacy, piss everyone off and get used to it. thank you

 

[gaba101]

I had this highly agitated old lady today who was even more agitated when nobody spoke spanish even though we wrote down (in $#) price of the (HTN) medication when it goes through her Medi-Cal. I mean, #s are universal, no? She was even more frustrated that Medi-Cal was not going to pay $120 for her pills--"but I have insurance!" 🙄 JUST BECAUSE YOU HAVE MEDI-CAL DOES NOT MEAN YOU CAN HAVE EVERYTHING IN THE STORE FOR FREE! Even my pharmacist tried to explain it to her in English and instead of being thankful that my busy pharmacist could spend 10 minutes w/ her (we had a ton of scripts to fill), all she could mutter was "no espanol???" & then started fussing. Then later, she points to something completely outside of the pharmacy mumbled some crap followed by "covered by Medi-Cal?" & I ask "what is?" "(inaudible b/c of her accent) covered by Medi-Cal?" I was like "huh?" And then this f*ed up lady had the nerve to mumble "ella es tonta" in Spanish--lady, I remember some spanish from hs (like 3-word phrases) and I know you just called me stupid. Don't disrespect me in another language because you're the one who's illiterate. But no, I didn't want to lose my job or argue w/ her. Don't get mad--get even. So I just smiled & walked back in to fill her prescription. I gave her only 56 of her 60 pills that cost $2/pill (not bad)--oops, rude old lady, I guess I am "tonta." 😀 🙄 She was a pretty rude old lady because she was standing behind a shopping cart belonging to one of my other nice patients and when the other nice patient turned around, she accidnetally BARELLY brushed the cart along the grumpy old lady's thick-layered sweater and apologized & smiled. The grumpy old lady was like "sorry isn't enough. It hurts." 👎. At least I am just there temporarily and never have to see her complain to me about being shorted those pills 🙂 Not all walmarts are this bad =) This is one of the worst.

 

[Doctor M]

Oh, but see I actually DO know what it's like to deal with irate customers, and to be the person in charge. I'm a lot older than the average pharmacy student have have worked in several different industries requiring extensive customer service and public contact. The public is the public is the public. People act the same all over. Jerks in setting A will be jerks in setting B. From what I've seen, people aren't any better or worse behaved in pharmacy. And no, you don't have to internalize it. That's a choice we make, and I choose not to.

I do agree that there will always be jerks or what not, and you just need to brush it of, but wait till you manage a pharmacy of 2400-2500+ rx's per week(400-500 daily and 150-200 daily on weekends), limited budget, no overlap, 2 drive thrus and a 24 hour pharmacy and no automation to help you fill. It will wear on you, because everyday there is always a problem that could not be resolved due to ins or what not. Next you have your inventory paper work, OV paperwork, recalls, etc etc etc. And yes, you the PIC are responsible for all of it. Too much for 1 person to handle on top of the Rude and mean people? Let me know when you experience it. Oh do not forget that you are also responsible for the narcotics that you have to order and keep a 100% accurate log and be sure to keep in stock a certain brand for that special customer cause if you dont, you will get an ear full🙂 . So you see, although i can put up with the rudeness, it builds up inside because i do care a lot about my job, and i enjoy being the PIC, but the name calling is absurd. Also, When you finish your schooling and you have earned your doctrate of pharmacy degree (a degree that you have worked hard for), be sure to let me know what it feels like to be called a b--ch or whatever just because you wont refill your addicts vicodin early. Actually had one lady call me a Fu--er cause i wouldn't let her vicodin go 9 days early . But you have been in retail so i am sure this wont bother you. Good luck with your schooling 🙂

Dr. M

 

[All4MyDaughter]

I had this highly agitated old lady today who was even more agitated when nobody spoke spanish even though we wrote down (in $#) price of the (HTN) medication when it goes through her Medi-Cal. I mean, #s are universal, no? She was even more frustrated that Medi-Cal was not going to pay $120 for her pills--"but I have insurance!" 🙄 JUST BECAUSE YOU HAVE MEDI-CAL DOES NOT MEAN YOU CAN HAVE EVERYTHING IN THE STORE FOR FREE! Even my pharmacist tried to explain it to her in English and instead of being thankful that my busy pharmacist could spend 10 minutes w/ her (we had a ton of scripts to fill), all she could mutter was "no espanol???" & then started fussing. Then later, she points to something completely outside of the pharmacy mumbled some crap followed by "covered by Medi-Cal?" & I ask "what is?" "(inaudible b/c of her accent) covered by Medi-Cal?" I was like "huh?" And then this f*ed up lady had the nerve to mumble "ella es tonta" in Spanish--lady, I remember some spanish from hs (like 3-word phrases) and I know you just called me stupid. Don't disrespect me in another language because you're the one who's illiterate. But no, I didn't want to lose my job or argue w/ her. Don't get mad--get even. So I just smiled & walked back in to fill her prescription. I gave her only 56 of her 60 pills that cost $2/pill (not bad)--oops, rude old lady, I guess I am "tonta." 😀 🙄 She was a pretty rude old lady because she was standing behind a shopping cart belonging to one of my other nice patients and when the other nice patient turned around, she accidnetally BARELLY brushed the cart along the grumpy old lady's thick-layered sweater and apologized & smiled. The grumpy old lady was like "sorry isn't enough. It hurts." 👎. At least I am just there temporarily and never have to see her complain to me about being shorted those pills 🙂 Not all walmarts are this bad =) This is one of the worst.

I think deliberately shorting a patient might get you fired.

 

[Doctor M]

ITA with your points. In what I've observed, people often have a reason to be upset but just WAY over-react or don't know how to complain without yelling. I haven't seen that many incidents of cussing and screaming just for no reason at all.

Sometimes a legitimate customer gripe can get totally out of hand, usually due to the customer's behavior but also in part because of the way pharmacy staff members react to it.

I won't put up with cussing and name calling either.

Tell me, what would you do in a scenario where a customer cussed cause you wouldn't fill his percocet early? By cussing i mean, "you f--king b--ch" or "this is b--lsh-t". I am asking because i have seen it and also been the one being called names. What would you do? Kick him/her out? Okay, lets see, 2 techs call out sick and it is you and 2 other techs and your are telling people 2 hours for an rx? Drive thru is going off, cant close it cause corporate will be asking you why you closed it and your 2 hours turns into 4 hours. Are people gonna care that you had 2 sick call? No, and can you control their reactions? No. I could go on and on and on. No real way to deal with the situations other than just do your best. But people will be jerks and the public is the public is the public. Oh, also be sure to keep your calm when the customer is yelling at you as to why their rx isn't done, its was suppose to be ready 2 hours ago, because i can guarantee this will happen or more than 1 occasion.🙂

Dr. M

 

[Doctor M]

I had this highly agitated old lady today who was even more agitated when nobody spoke spanish even though we wrote down (in $#) price of the (HTN) medication when it goes through her Medi-Cal. I mean, #s are universal, no? She was even more frustrated that Medi-Cal was not going to pay $120 for her pills--"but I have insurance!" 🙄 JUST BECAUSE YOU HAVE MEDI-CAL DOES NOT MEAN YOU CAN HAVE EVERYTHING IN THE STORE FOR FREE! Even my pharmacist tried to explain it to her in English and instead of being thankful that my busy pharmacist could spend 10 minutes w/ her (we had a ton of scripts to fill), all she could mutter was "no espanol???" & then started fussing. Then later, she points to something completely outside of the pharmacy mumbled some crap followed by "covered by Medi-Cal?" & I ask "what is?" "(inaudible b/c of her accent) covered by Medi-Cal?" I was like "huh?" And then this f*ed up lady had the nerve to mumble "ella es tonta" in Spanish--lady, I remember some spanish from hs (like 3-word phrases) and I know you just called me stupid. Don't disrespect me in another language because you're the one who's illiterate. But no, I didn't want to lose my job or argue w/ her. Don't get mad--get even. So I just smiled & walked back in to fill her prescription. I gave her only 56 of her 60 pills that cost $2/pill (not bad)--oops, rude old lady, I guess I am "tonta." 😀 🙄 She was a pretty rude old lady because she was standing behind a shopping cart belonging to one of my other nice patients and when the other nice patient turned around, she accidnetally BARELLY brushed the cart along the grumpy old lady's thick-layered sweater and apologized & smiled. The grumpy old lady was like "sorry isn't enough. It hurts." 👎. At least I am just there temporarily and never have to see her complain to me about being shorted those pills 🙂 Not all walmarts are this bad =) This is one of the worst.

I think doing that on purpose would cause more problems. Anyway, i hope i never piss you off!!!

Dr. M

 

[All4MyDaughter]

I do agree that there will always be jerks or what not, and you just need to brush it of, but wait till you manage a pharmacy of 2400-2500+ rx's per week(400-500 daily and 150-200 daily on weekends), limited budget, no overlap, 2 drive thrus and a 24 hour pharmacy and no automation to help you fill. It will wear on you, because everyday there is always a problem that could not be resolved due to ins or what not. Next you have your inventory paper work, OV paperwork, recalls, etc etc etc. And yes, you the PIC are responsible for all of it. Too much for 1 person to handle on top of the Rude and mean people? Let me know when you experience it. Oh do not forget that you are also responsible for the narcotics that you have to order and keep a 100% accurate log and be sure to keep in stock a certain brand for that special customer cause if you dont, you will get an ear full🙂 . So you see, although i can put up with the rudeness, it builds up inside because i do care a lot about my job, and i enjoy being the PIC, but the name calling is absurd. Also, When you finish your schooling and you have earned your doctrate of pharmacy degree (a degree that you have worked hard for), be sure to let me know what it feels like to be called a b--ch or whatever just because you wont refill your addicts vicodin early. Actually had one lady call me a Fu--er cause i wouldn't let her vicodin go 9 days early . But you have been in retail so i am sure this wont bother you. Good luck with your schooling 🙂

Dr. M

I'm not sure what you are trying to prove.

I don't need to finish my pharmD to know how to handle problems in the workplace. I've been called every name in the book, been threatened with a knife, had to have security escorts just to get to my car at one job, etc. I've worked 80 hour weeks before and been solely responsible for everything. I've had jobs every bit as challenging as being in charge of a pharmacy, but for a lot less pay.

None of what you say convinces me that someone has to take the actions of rude people personally. I am sorry that you do take it personally and hope you can learn not to.

Oh yeah, I don't expect to get into pharmacy management at all anyway. I'm too old and don't want the headache. I want to have a good job, spend time with my family and enjoy life.

 

[Doctor M]

I'm not sure what you are trying to prove.

I don't need to finish my pharmD to know how to handle problems in the workplace. I've been called every name in the book, been threatened with a knife, had to have security escorts just to get to my car at one job, etc. I've worked 80 hour weeks before and been solely responsible for everything. I've had jobs every bit as challenging as being in charge of a pharmacy, but for a lot less pay.

None of what you say convinces me that someone has to take the actions of rude people personally. I am sorry that you do take it personally and hope you can learn not to.

I take it personally when it is a personal attack and when problems reflect on on my work. Pharmacy is a small world and word spreads. When you are a good pharmacist, the Pharmacy world will know. When you suck, they will know. Not trying to prove or convince you, just wanted to see you reaction. 🙂
Dr. M

 

[All4MyDaughter]

Tell me, what would you do in a scenario where a customer cussed cause you wouldn't fill his percocet early? By cussing i mean, "you f--king b--ch" or "this is b--lsh-t". I am asking because i have seen it and also been the one being called names. What would you do? Kick him/her out? Okay, lets see, 2 techs call out sick and it is you and 2 other techs and your are telling people 2 hours for an rx? Drive thru is going off, cant close it cause corporate will be asking you why you closed it and your 2 hours turns into 4 hours. Are people gonna care that you had 2 sick call? No, and can you control their reactions? No. I could go on and on and on. No real way to deal with the situations other than just do your best. But people will be jerks and the public is the public is the public. Oh, also be sure to keep your calm when the customer is yelling at you as to why their rx isn't done, its was suppose to be ready 2 hours ago, because i can guarantee this will happen or more than 1 occasion.🙂

Dr. M

I worked for several months in a pharmacy with no PIC. The staff pharmacist was on the verge of a nervous breakdown and basically out of commission. They started sending us a string of newly arrived foreign pharmacists who could not work with our customer base at all. These guys didn't like women either. Every day we were on a 2-3 hour wait. We were scheduled one pharmacist and one tech/intern with no overlap ever. We had a drive-thru, in window, out-window and the usual filling stations, phone, etc. These pharmacists would not answer the phone, accept new scripts, ring out customers, fill or work the drive-thru. They refused to counsel. Every day we had customers screaming and moaning from the time the store opened to at least an hour past close. One day we had one of our regular druggies flip out on us. I asked him to leave the store and told him that he was not welcome back. I had to have our hulk hogan-like undercover security escort me to my car that night. The next night someone called the store and told the foreign pharmacist, "You're dead, Joe" (not his name). He had a full police escort home that night.

That's just one story, related to pharmacy. I could share others (from other jobs too) but what's the point? When stuff like this happens, it sucks - but it doesn't mean I'm a bad person, that I am doing a bad job, etc. Sometimes it is just the situation. If the situation is bad enough, I try and get out of it.