Funny thing about those Al-Gore-rithms you may have noticed in "An Inconvenient Truth" that supposedly take input data and spit out results showing the earth is going to burn up in a ball of man-made global warming... the thing is putting historical figures from the past do not even show an accurate account of the present day climate. So how exactly is this supposed to mean anything about the future? Oh that's right, facts don't matter, as long as the outcome is positive for the intended goal. Makes me think of Woodrow Wilson... but that is another historical lesson on progressivism in the 20th century.
It also makes me think of the crazy predictions environmentalists and other progressive political figures have been making in the last century.
For example, we should have run out of gold by 1981 and England should not even exist today! By 1984 the US would be out of natural gas! Hey?! Why is the gas company still billing me then?? Don't they know we ran out of gas 25 years ago???
For more fun facts about Environmentalists' wacky predictions check out Walter E. Williams article entitled Environmentalists' Wild Predictions.
Tuesday, May 20, 2008
Saturday, April 12, 2008
Does your mother know you talk like that?
I really want to say this to people who feel it is appropriate to drop the F-bomb on me as I am attempting to provide health care services to them. Instead I told the woman who kept saying it over and over at the top of her voice insisting that CVS doesn't ask her the date of birth or address, "If you are going to talk like that please do go to CVS next time. Please do not speak like that." To which she replied "I will Fing go to CVS next time."
Oh good glad we straightened that out...
Another man insisted the other pharmacy would have had his prior authorization renewed before he even requested the medication, 30 minutes ago. He did not plan ahead and allow time for his refill and was out completely. Lyrica is a 'life sustaining medication', don't I know, and if I were on a life sustaining medication I would somehow understand this and know this is not his fault, it is mine, of course. Wow how dumb am I? "F-you *click*" end of conversation.
Both of these F-bombers used the argument that the competitor does not require what I am asking of them or that the competitor provides superior, almost intuitive and telepathic services. Is there a Parapsycholgical School of Pharmacy out there? Perhaps I could do a correspondence course and improve my skills.
No, the truth is, these 'customers' have bought into the idea that they are always right and that this will somehow influence the way I am doing business with them. Hmm no I do not think so. Check out this blog post here called Top 5 reasons The Customer is Always Wrong or why 'the customer is always right' results in bad customer service. I will not be bullied into serving anyone who drops the f-bomb on me, so quit trying already.
Oh good glad we straightened that out...
Another man insisted the other pharmacy would have had his prior authorization renewed before he even requested the medication, 30 minutes ago. He did not plan ahead and allow time for his refill and was out completely. Lyrica is a 'life sustaining medication', don't I know, and if I were on a life sustaining medication I would somehow understand this and know this is not his fault, it is mine, of course. Wow how dumb am I? "F-you *click*" end of conversation.
Both of these F-bombers used the argument that the competitor does not require what I am asking of them or that the competitor provides superior, almost intuitive and telepathic services. Is there a Parapsycholgical School of Pharmacy out there? Perhaps I could do a correspondence course and improve my skills.
No, the truth is, these 'customers' have bought into the idea that they are always right and that this will somehow influence the way I am doing business with them. Hmm no I do not think so. Check out this blog post here called Top 5 reasons The Customer is Always Wrong or why 'the customer is always right' results in bad customer service. I will not be bullied into serving anyone who drops the f-bomb on me, so quit trying already.
The Elephant and the Dragon
The Elephant and the Dragon --Robyn Meredith
This book is an amazing look at the economics and global affairs that are changing our lives. I am listening to it on audio book and it explains so much about what is changing and why. The good, the bad and what it will mean to us as China and India emerge onto the world market and make our products and do our back office work for us, respectively. It examines some of the poor strategy and policies the US has enacted and how it is eroding our status in the world.
The US seems to have miscalculated and assumed capitalism is synonymous with freedom, human rights, and democracy and China is redefining this after decades of anti business anti capitalism rule. Chinese people like their authoritarian government and capitalism now, this is a fierce combination. The USA is still debating an issue while the Chinese are already half way to the goal.
Life is probably better in many ways for the individual in China and India these days, but there are many problems, too. At least Chinese do not have to eat their neighbors children anymore... yes the book talks about the history under Mao, also.
It just covers so much in a mostly objective way. I recommend this book to anyone who wants to understand more about world economics and what is going on in the world.
This book is an amazing look at the economics and global affairs that are changing our lives. I am listening to it on audio book and it explains so much about what is changing and why. The good, the bad and what it will mean to us as China and India emerge onto the world market and make our products and do our back office work for us, respectively. It examines some of the poor strategy and policies the US has enacted and how it is eroding our status in the world.
The US seems to have miscalculated and assumed capitalism is synonymous with freedom, human rights, and democracy and China is redefining this after decades of anti business anti capitalism rule. Chinese people like their authoritarian government and capitalism now, this is a fierce combination. The USA is still debating an issue while the Chinese are already half way to the goal.
Life is probably better in many ways for the individual in China and India these days, but there are many problems, too. At least Chinese do not have to eat their neighbors children anymore... yes the book talks about the history under Mao, also.
It just covers so much in a mostly objective way. I recommend this book to anyone who wants to understand more about world economics and what is going on in the world.
Wednesday, April 2, 2008
Pharmacists get no respect... anymore
2 events have caused me to ponder authority and respect, recently.
The other day I worked in an old pharmacy.. they say its been there since the 1970s. It was one of those small pharmacies stuck in next to the service desk. The kind that is totally enclosed on all sides, with windows on the front and a window that opens up at just one section and serves as register/dropoff/pickup/counseling. The door to the pharmacy is a heavy glass door that remains closed and locked at all times. When you open the door and walk in you have to go up 3 steps. I love this pharmacy!
Ok it was not at all aesthetically pleasing in anyway. However, when patients asked me to come to the window for counseling, they looked up into my face with respect and I might have even detected admiration and, could it be? gratitude? I felt like a judge bestowing justice upon the sick masses. No one cussed me out or spoke to me in a nasty, snotty tone. I had a wonderful day!
The other thing that happened the other day.. I got pulled over for expired tags on my vehicle. I had no idea they were expired. I bought the car last summer and had not even thought about having to renew registration so soon. The officer was very kind and just and gave me a warning, perhaps he knew I was totally clueless about this small detail I had overlooked... or perhaps I was polite and had few violations on my driving record... I cannot be sure why. The thing is, I was intimidated by this guy and I treated him with total respect, because I knew there were consequences involved if I got mouthy or arrogant. Plus this guy has a gun. He is the law.
Now I would never suggest that I like being the "drug police", but we are the gate keepers. Why don't people have a little more respect for us? Why do they fear no consequences when dealing with us?
I have no idea who decided pharmacies should no longer be raised above the sales floor, but I suspect it was some smarmy non-pharmacist manager type who was annoyed with our elevated professional status and wanted to bring us down to his level, literally. So he probably sold the idea to upper management, saying it was warmer and fuzzier and more customer oriented.
I suppose this does not fit in with the new customer centered paradigm in community pharmacy. However, where along the way did becoming "caregivers" mean we gave up authority? Why does it have to be that way? Can we not do a little more "tough-love" type care giving?
In my perfect pharmacy the pharmacy would be elevated, the pharmacists would carry side arms, and have the authority to issue citations for disorderly conduct. I can dream can't I? Actually, the pharmacy I interned at had all of those things. The pharmacist/owner was always armed, he was a deputy sheriff, and the pharmacy was elevated. I cannot recall anyone ever giving us any grief in the 2 summers I worked there. Life was good.
The other day I worked in an old pharmacy.. they say its been there since the 1970s. It was one of those small pharmacies stuck in next to the service desk. The kind that is totally enclosed on all sides, with windows on the front and a window that opens up at just one section and serves as register/dropoff/pickup/counseling. The door to the pharmacy is a heavy glass door that remains closed and locked at all times. When you open the door and walk in you have to go up 3 steps. I love this pharmacy!
Ok it was not at all aesthetically pleasing in anyway. However, when patients asked me to come to the window for counseling, they looked up into my face with respect and I might have even detected admiration and, could it be? gratitude? I felt like a judge bestowing justice upon the sick masses. No one cussed me out or spoke to me in a nasty, snotty tone. I had a wonderful day!
The other thing that happened the other day.. I got pulled over for expired tags on my vehicle. I had no idea they were expired. I bought the car last summer and had not even thought about having to renew registration so soon. The officer was very kind and just and gave me a warning, perhaps he knew I was totally clueless about this small detail I had overlooked... or perhaps I was polite and had few violations on my driving record... I cannot be sure why. The thing is, I was intimidated by this guy and I treated him with total respect, because I knew there were consequences involved if I got mouthy or arrogant. Plus this guy has a gun. He is the law.
Now I would never suggest that I like being the "drug police", but we are the gate keepers. Why don't people have a little more respect for us? Why do they fear no consequences when dealing with us?
I have no idea who decided pharmacies should no longer be raised above the sales floor, but I suspect it was some smarmy non-pharmacist manager type who was annoyed with our elevated professional status and wanted to bring us down to his level, literally. So he probably sold the idea to upper management, saying it was warmer and fuzzier and more customer oriented.
I suppose this does not fit in with the new customer centered paradigm in community pharmacy. However, where along the way did becoming "caregivers" mean we gave up authority? Why does it have to be that way? Can we not do a little more "tough-love" type care giving?
In my perfect pharmacy the pharmacy would be elevated, the pharmacists would carry side arms, and have the authority to issue citations for disorderly conduct. I can dream can't I? Actually, the pharmacy I interned at had all of those things. The pharmacist/owner was always armed, he was a deputy sheriff, and the pharmacy was elevated. I cannot recall anyone ever giving us any grief in the 2 summers I worked there. Life was good.
Sunday, March 30, 2008
"We have to find a way to get the carbon out of coal"
That is what I just heard Hillary Clinton say during a speech out-take I just watched on CNN. This must be that new "green-thinking" we're hearing so much about.
...perhaps she will earmark spending to fund research on that sticky little carbon-in-coal dilema. I think that coal has probably been polluted with carbon!
People, I fear for the future...
...perhaps she will earmark spending to fund research on that sticky little carbon-in-coal dilema. I think that coal has probably been polluted with carbon!
People, I fear for the future...
Saturday, March 29, 2008
Earth Hour... a useless waste of an hour in the dark
http://www.google.com/intl/en/earthhour/
Anyone taking part in this? So we sit around in the dark for an hour? Sounds thrilling and like a good time for a nap.
If I hear the term "climate change" one more time I think I will puke. I guess someone figured out "global warming" was not happening, so now we call it "climate change"... My guess is people are not going to be falling for it much longer. Enviornmental toxins and heavy metals are way more dangerous to our daily lives and health, but since you cannot create global currency with it through the use of carbon credits its just not that "interesting" of a cause. Carbon is not a pollutant people!
Anyone taking part in this? So we sit around in the dark for an hour? Sounds thrilling and like a good time for a nap.
If I hear the term "climate change" one more time I think I will puke. I guess someone figured out "global warming" was not happening, so now we call it "climate change"... My guess is people are not going to be falling for it much longer. Enviornmental toxins and heavy metals are way more dangerous to our daily lives and health, but since you cannot create global currency with it through the use of carbon credits its just not that "interesting" of a cause. Carbon is not a pollutant people!
Why does non-pharmacy management not get it?
Why do they see customer service as a higher priority than patient safety? Profits and market share I assume. We have to emphasis our value and ability to positively effect profits and market share somehow or get out of the traditional retail model. Unless we figure out a way to change the way PBMs reimburse.. which seems improbable. Although, MTM is out there, how it fits into the retail pharmacy model now is not entirely clear.
A pharmacy manager got a "coaching" from a new grocery store manager who transfered in from a big box store which has "guests" for customers. The store manager had gotten wind that someone had told a customer they would not be served if they did not get off their cell phone. This was unacceptable and in stark contrast to the company's emphasis on customer service. We cannot inconvience the customer! The customer is here to have a pleasent expirience and we must kiss their ass as much as they demand. Ok I am paraphrasing here.. BUT the argument that we are healthcare professionals and must be sure our products and services do not cause injury or death to the customer does not seem to hold any merit in their eyes. Simply, they do not care how difficult it is for us to perform our "job". Under no circumstances is it acceptable to ask the customer to do anything to ensure their safety.
Now THAT is in stark contrast to everything a health professional ought to be about. Do no harm. There should be no question about our commitment to our patients, especially from a non-healthcare manager who treats the pharmacy department no different than the floral department or the bakery. Our dignity, self-respect, and integrity are nonexistent in their eyes.
We have to do something to get control of our profession or we are not going to have one. If this upsets you, you need to join The Pharmacy Alliance and get pharmacy back on track.
A pharmacy manager got a "coaching" from a new grocery store manager who transfered in from a big box store which has "guests" for customers. The store manager had gotten wind that someone had told a customer they would not be served if they did not get off their cell phone. This was unacceptable and in stark contrast to the company's emphasis on customer service. We cannot inconvience the customer! The customer is here to have a pleasent expirience and we must kiss their ass as much as they demand. Ok I am paraphrasing here.. BUT the argument that we are healthcare professionals and must be sure our products and services do not cause injury or death to the customer does not seem to hold any merit in their eyes. Simply, they do not care how difficult it is for us to perform our "job". Under no circumstances is it acceptable to ask the customer to do anything to ensure their safety.
Now THAT is in stark contrast to everything a health professional ought to be about. Do no harm. There should be no question about our commitment to our patients, especially from a non-healthcare manager who treats the pharmacy department no different than the floral department or the bakery. Our dignity, self-respect, and integrity are nonexistent in their eyes.
We have to do something to get control of our profession or we are not going to have one. If this upsets you, you need to join The Pharmacy Alliance and get pharmacy back on track.
Saturday, March 1, 2008
Tuesday, February 12, 2008
Lee Scott Call your office. WalMart, Walgreens, CVS are you listening?
USA Today Printed an article about pharmacy errors and high volume.
I wonder if anyone out there with the ability to change the path of retail pharmacy, currently on the path headed towards destruction, will listen? Now that PBMs are raping us on reimbursement more often than they used, thanks WalMart! Your $4 prescription plan is evil. "Under (Scott) Lee’s direction, the company has also taken the lead in addressing the U.S. health care crisis. Wal-Mart introduced $4 generic prescription drugs" The chains pimp us like cheap whores and try to squeeze ever last ounce of dignity and self respect we have out of us for the sake of high volume. Have to get that payroll down, cut tech hours, and beat last years weekly sales and RX volume. If you do all that and keep a smile on your face while taking it up the arse you just might get a bonus or gift certificates for the Olive Garden.
My favorite part of this USA Today expose was the guy with 2 years expirience as a pharmacist, who works 20 hours a week for CVS while attending law school, arguing in defense of CVS's coporate policies. Oh my *wiping tears* I haven't laughed that hard in a loooong time. This guy is going to be a damn good lawyer, but probably not a great retail pharmacist for very long. If you missed this little nugget check it out. I do not believe this man dispenses nearly as many pills as he takes.
I wonder if anyone out there with the ability to change the path of retail pharmacy, currently on the path headed towards destruction, will listen? Now that PBMs are raping us on reimbursement more often than they used, thanks WalMart! Your $4 prescription plan is evil. "Under (Scott) Lee’s direction, the company has also taken the lead in addressing the U.S. health care crisis. Wal-Mart introduced $4 generic prescription drugs" The chains pimp us like cheap whores and try to squeeze ever last ounce of dignity and self respect we have out of us for the sake of high volume. Have to get that payroll down, cut tech hours, and beat last years weekly sales and RX volume. If you do all that and keep a smile on your face while taking it up the arse you just might get a bonus or gift certificates for the Olive Garden.
My favorite part of this USA Today expose was the guy with 2 years expirience as a pharmacist, who works 20 hours a week for CVS while attending law school, arguing in defense of CVS's coporate policies. Oh my *wiping tears* I haven't laughed that hard in a loooong time. This guy is going to be a damn good lawyer, but probably not a great retail pharmacist for very long. If you missed this little nugget check it out. I do not believe this man dispenses nearly as many pills as he takes.
Tuesday, January 29, 2008
Drive-Up Pharmacy Windows May Fuel Errors ...who'd have thunk it?
Found at Pharmacist E Link Source: United Press International Publication date: 2008-01-23 Drive-Up Pharmacy Windows May Fuel Errors
Golfers trying to put a tiny ball in a little hole get more respect than pharmacists, and they aren't even trying to save lives! Wake up people! Distractions are deadly.
The study, published in the International Journal for Quality in Health Care, found responding pharmacists attributed about 80 percent of dispensing errors to cognitive problems that Szeinbach said could be associated with various disruptions that interfere with their work.
Golfers trying to put a tiny ball in a little hole get more respect than pharmacists, and they aren't even trying to save lives! Wake up people! Distractions are deadly.
Monday, December 31, 2007
Pharmacy whore
This issue has been weighing on my mind since I worked my butt off yesterday. I filled 221 scripts in 7 hours (although I had to stay an hour later to catch up) with 12 hours of tech help total (although I did keep the one tech an hour after close to help catch up), so 13 hours in truth. I did manage to help a few patients on the phone and in the store who had questions for me. In reality, though, I feel I didn't really do much professionally to help these patients manage their drug regimens, aside from the usual DUR on the computer. There was absolutely NO TIME to do it! Unless I wanted to stay 3 or 4 hours after close.
Then this morning I read JP's blog http://www.jimplagakis.com/?p=90
You know, I was just thinking about all this in regards to lack of pharmacy support help. Even if I wanted to counsel patients, do MTM, immunizations, or any number of other things to improve the quality of care that I provide to patients, I couldn't do it! Paying ME extra money won't get the job done, either. In fact, it would probably require support staff be cut even more.
I've been in pharmacy for 10 years now and I've noticed a drastic change in levels of staffing over the years. Every week the grocery chain pharmacy I work for (now only on-call) is cutting their tech hours, despite record sales, and exceeding budget sales volume. Why? $4 generics, drive thrus, razor thin margins.. To make any profit these chains have to squeeze every drop out of their employees, or so they think.
The pharmacist shortage, also, contributes to this. I am sure as the chains have to throw more $$ at pharmacist's to entice them to be their slaves, er.. come work for them, they have to pull that $$ from somewhere, so they cut support, non-essential employee payroll. The state doesn't come shut you down if you have inadequate tech help (in most states), but they usually frown on dispensing without a pharmacist present.
It is very upsetting to me. I do not want to work like that anymore. I want to practice pharmacy, not just serve as a license on the wall. The job is so stressful, so hectic, so unfulfilling and mindless at times. The idea of doing that for 30 or 40 years sounds about as appealing as being tortured for 30 or 40 years. Which is essentially what it is. All the money in the world is not worth ruining your physical and mental health to try, futilely in many cases, to help people who could not care less about anything other than their fuel perks, coupons, or how much their copay is. I just cannot allow myself to be abused like that anymore. I am not going to be some one's pharmacy whore.
Then this morning I read JP's blog http://www.jimplagakis.com/?p=90
You know, I was just thinking about all this in regards to lack of pharmacy support help. Even if I wanted to counsel patients, do MTM, immunizations, or any number of other things to improve the quality of care that I provide to patients, I couldn't do it! Paying ME extra money won't get the job done, either. In fact, it would probably require support staff be cut even more.
I've been in pharmacy for 10 years now and I've noticed a drastic change in levels of staffing over the years. Every week the grocery chain pharmacy I work for (now only on-call) is cutting their tech hours, despite record sales, and exceeding budget sales volume. Why? $4 generics, drive thrus, razor thin margins.. To make any profit these chains have to squeeze every drop out of their employees, or so they think.
The pharmacist shortage, also, contributes to this. I am sure as the chains have to throw more $$ at pharmacist's to entice them to be their slaves, er.. come work for them, they have to pull that $$ from somewhere, so they cut support, non-essential employee payroll. The state doesn't come shut you down if you have inadequate tech help (in most states), but they usually frown on dispensing without a pharmacist present.
It is very upsetting to me. I do not want to work like that anymore. I want to practice pharmacy, not just serve as a license on the wall. The job is so stressful, so hectic, so unfulfilling and mindless at times. The idea of doing that for 30 or 40 years sounds about as appealing as being tortured for 30 or 40 years. Which is essentially what it is. All the money in the world is not worth ruining your physical and mental health to try, futilely in many cases, to help people who could not care less about anything other than their fuel perks, coupons, or how much their copay is. I just cannot allow myself to be abused like that anymore. I am not going to be some one's pharmacy whore.
Thursday, December 6, 2007
How difficult can it be to design pharmacy software?
I remember when I first used PDX software back in college... I thought it was horrible. Thinking back, though, I think if I had known more about what I was trying to do it would have been easier. How many things can and should prescription filling software do? A bunch I suppose, but basically it must do a few specific things
1. Fill Prescriptions
2. Price Prescriptions, 3rd party or cash
3. Reverse claims or transactions, 3rd party or cash
Perhaps, because I've been using PDX for over 10 years it seems straight forward to me. It makes sense to me. It uses words and phrases like:
check
fill
credit return
alternative plans
With this RX30 I cannot even figure out how to toggle between cash and 3rd party easily. And what is with all this fill, fill/refill, edit? What's the difference? Who cares? Why bother..
I, also, cannot figure out how to reverse a prescription. Well, I have part of it worked out, but I want to reverse it, rebill it for cash, and over ride the price. Sounds easy, but all this fill, refill, edit mode has me all confused. The options on the function keys change based on the mode, etc... so when I think a certain option ought to appear on the function keys, it isn't there anymore or its something else.
Maybe someday I will love RX30.. but today I have serious doubts. How difficult can it be to design a prescription software that actually makes sense??? Apparently, very difficult, because not many have have succeeded very often.
Its very frustrating. Its like driving in Pittsburgh. I can see where I want to go, but can't get there. Its like the Highland Park Bridge: want to go left? go right, but of course!
Arrrghhh!
1. Fill Prescriptions
2. Price Prescriptions, 3rd party or cash
3. Reverse claims or transactions, 3rd party or cash
Perhaps, because I've been using PDX for over 10 years it seems straight forward to me. It makes sense to me. It uses words and phrases like:
check
fill
credit return
alternative plans
With this RX30 I cannot even figure out how to toggle between cash and 3rd party easily. And what is with all this fill, fill/refill, edit? What's the difference? Who cares? Why bother..
I, also, cannot figure out how to reverse a prescription. Well, I have part of it worked out, but I want to reverse it, rebill it for cash, and over ride the price. Sounds easy, but all this fill, refill, edit mode has me all confused. The options on the function keys change based on the mode, etc... so when I think a certain option ought to appear on the function keys, it isn't there anymore or its something else.
Maybe someday I will love RX30.. but today I have serious doubts. How difficult can it be to design a prescription software that actually makes sense??? Apparently, very difficult, because not many have have succeeded very often.
Its very frustrating. Its like driving in Pittsburgh. I can see where I want to go, but can't get there. Its like the Highland Park Bridge: want to go left? go right, but of course!
Arrrghhh!
Sunday, December 2, 2007
Post-traumatic stress disorder and retail pharmacy
This isn't a clinical post about PTSD in community pharmacy patients. This is a post about community pharmacists in retail pharmacy suffering PTSD.
Recently, I read this post http://oleapothecary.blog.com/2335808/ at Ole Apothecary's blog. Today I worked in a location for my former full-time employer that I haven't worked at in over 10 years. I knew this location was much busier than the location I had worked in for the last year. I was apprehensive all week thinking about going there, not knowing what to expect, but expecting the worst.
My last location, although, not unmanageably busy, had some of the rudest, crankiest, disrespectful customers I have ever had the opportunity of caring for. I have spent the last year being verbally and emotionally abused by these horrid people, the Critlans. Critlans are like hill billies who have crawled out from under some rock. They may look harmless (smell may be another story), but they lack the social mores of polite society.
After working in Critlanville for a year I am hard pressed to think of more than a small handful of customers I felt an endearing affinity for. Just hearing their voice on the phone, seeing their face at the counter, or their name in print would nearly send me into a panic attack. I began to avoid all customer interaction.
Today, in the other location, not far from the old, the customers pleasantly surprised me. No one swore at me today! No one got snarky with me when I asked them a simple question. These people were mostly very polite and even nice to deal with. I had a very nice day I wasn't expecting at all.
Now I wonder... this store isn't all that far from the other one, could it be that the negativity of the staff at the store has conditioned the customers to behave as they do? Could it be some sort of twisted codependent relationship? The staff and customers enabling this vicious cycle? I don't know. However, today my faith in the general goodness of people patronizing retail pharmacies has been somewhat restored. Perhaps someday I will heal from the hell of the last year.
Recently, I read this post http://oleapothecary.blog.com/2335808/ at Ole Apothecary's blog. Today I worked in a location for my former full-time employer that I haven't worked at in over 10 years. I knew this location was much busier than the location I had worked in for the last year. I was apprehensive all week thinking about going there, not knowing what to expect, but expecting the worst.
My last location, although, not unmanageably busy, had some of the rudest, crankiest, disrespectful customers I have ever had the opportunity of caring for. I have spent the last year being verbally and emotionally abused by these horrid people, the Critlans. Critlans are like hill billies who have crawled out from under some rock. They may look harmless (smell may be another story), but they lack the social mores of polite society.
After working in Critlanville for a year I am hard pressed to think of more than a small handful of customers I felt an endearing affinity for. Just hearing their voice on the phone, seeing their face at the counter, or their name in print would nearly send me into a panic attack. I began to avoid all customer interaction.
Today, in the other location, not far from the old, the customers pleasantly surprised me. No one swore at me today! No one got snarky with me when I asked them a simple question. These people were mostly very polite and even nice to deal with. I had a very nice day I wasn't expecting at all.
Now I wonder... this store isn't all that far from the other one, could it be that the negativity of the staff at the store has conditioned the customers to behave as they do? Could it be some sort of twisted codependent relationship? The staff and customers enabling this vicious cycle? I don't know. However, today my faith in the general goodness of people patronizing retail pharmacies has been somewhat restored. Perhaps someday I will heal from the hell of the last year.
Friday, November 30, 2007
The Un-PC Pharmacist has Moved to Indie Pharmacy
So what am I going to complain about now? This new work place is considerably less stressful, more dignified and much more professionally fulfilling. Of course I've decided to continue working one day a month for my former employer so perhaps I'll find some interesting topics on those days. I have one day coming up this week there which I am so not looking forward to. I don't want to go! If this indie gig is successful hopefully I can quit the chain eventually.
Friday, November 16, 2007
The Idiots Guide to the Metric System and other measurements
Does this book exist, yet? It ought to. I filled a prescription for a child post tonsillectomy the other day for Amoxil 800mg liquid bid. The doctor confirmed the dose was based on the child's weight. The doctor wanted 22.5mg/kg per dose. So in a 250mg/5ml suspension it comes to 16ml per dose. That is what I put on the label and gave mom a dosing spoon. 30 minutes later I got this call.
"Last time I checked, this is America! I need to know what 16ml is in English! The label on the pain syrup is fine, it says 2 teaspoonfuls or 10ml, but this antibiotic says just 16ml!"
I imagined giving her a lesson on metric vs English. She acted as if we had told her to give the child a dram or some apothecary nonsense. "Did you get a dosing spoon from us?" I feared perhaps we had overlooked that detail.
"Yes!"
"Well, if you look, there are ml and teaspoons measured on it. There are 5ml in each teaspoonful. So, you will give 15ml plus 1ml."
Loud annoyed sigh. "Alllriiiight then!" click
Head meet counter.
----------------------------
The new safeguard in place to make sure the correct person gets the correct prescription involves the register prompting you to enter the person's date of birth when you ring up the RX. I am ringing out a woman's son's RX.
"date of birth please"
As quickly as an auctioneer she rattles off a string of uncomprehensible numbers. "12394"
I enter 1231994 *buzz* incorrect
"Could you repeat that, please?" I say, because I realize my error, but I do not understand what date she means.
Exasperated sigh "12394" even faster this time.
I enter 01231994 *buzz* incorrect
"Ma'am, what is the birthday again?"
"12394!!"
"OK. Are you saying January 23 or December 3?"
She is now looking at me like I am the inconsiderate idiot here. "December 3!" giving me that 'duh' look.
I wanted to slap her.
Gez I hate people. People have no manners these days.
"Last time I checked, this is America! I need to know what 16ml is in English! The label on the pain syrup is fine, it says 2 teaspoonfuls or 10ml, but this antibiotic says just 16ml!"
I imagined giving her a lesson on metric vs English. She acted as if we had told her to give the child a dram or some apothecary nonsense. "Did you get a dosing spoon from us?" I feared perhaps we had overlooked that detail.
"Yes!"
"Well, if you look, there are ml and teaspoons measured on it. There are 5ml in each teaspoonful. So, you will give 15ml plus 1ml."
Loud annoyed sigh. "Alllriiiight then!" click
Head meet counter.
----------------------------
The new safeguard in place to make sure the correct person gets the correct prescription involves the register prompting you to enter the person's date of birth when you ring up the RX. I am ringing out a woman's son's RX.
"date of birth please"
As quickly as an auctioneer she rattles off a string of uncomprehensible numbers. "12394"
I enter 1231994 *buzz* incorrect
"Could you repeat that, please?" I say, because I realize my error, but I do not understand what date she means.
Exasperated sigh "12394" even faster this time.
I enter 01231994 *buzz* incorrect
"Ma'am, what is the birthday again?"
"12394!!"
"OK. Are you saying January 23 or December 3?"
She is now looking at me like I am the inconsiderate idiot here. "December 3!" giving me that 'duh' look.
I wanted to slap her.
Gez I hate people. People have no manners these days.
Wednesday, November 14, 2007
Sunday, November 11, 2007
Obtrusive store managers and drunk a**holes
Apparently, no one has ever pointed out to the managers at the store I've been working in for almost a year, that store managers have no professional authority or judgement when it comes to pharmacy patient matters. It saddens me a bit, but I think I now know why the store managers and owner adore the pharmacy manager so much and claim to have such a "wonderful working relationship", as the DM told me. ie bend over and take it. Don't get me wrong... I enjoy working with my partner, however, I think he could be a tiny bit less submissive. I understand a bit more about how the customers got to be so disrespectful and belligerent. Every time there's a disagreement these fools get rewarded with gift cards. Nothing like rewarding bad behavior. I'm no psychologist, but I think its got something to do with positive reinforcement...
The other day, approximately 10am, a man returned to the counter to pick up his Xanax & Lortab at the agreed upon time. This guy smelled as if he'd just left a breakfast buffet of beer, whiskey, and gin. I did not know this, yet, though. The technician rang up the 2 RXs for cash price, and this idiot slides a Medicaid card across the counter. Now why wait until after the RXs are filled??!?!?! This is common, though, so I hardly waste any energy getting upset about idiots like this.
SO the Rxs are rebilled only to find, you'll never guess, that the RXs are too soon to refill! Surprise surprise surprise... The technician explains this and that is the moment this fella who smelled like a fraternity house with the cocky grin went ballistic and starts dropping the F-bomb. "This is Fing ridiculous!" A whole sad story of excuses as to "why he needs the medication right now and why he cannot possibly fill it here tomorrow or anywhere else" ensues. I, using my years of experience and professional judgement, hear my BS detector going off loudly.
I do try to call Medicaid's help desk, only to get the "its either a holiday or were just too busy, call back later" message... gotta love government work. I try to call the doctor and it just rings and rings.. weird. Meanwhile this belligerent, impolite drunk is babbling the entire time, giving me those weaselly excuses and explanations, with the occasional "this is ridiculous!" "I need it!" "I can't get it tomorrow." I guess when you're on medicaid you've got places to see, people to meet with. Very tight schedule you know. Medicaid patients on narcotics go on vacation more often than I do. There must be a AAA travel planning component to the entire public assistance program.
Anyways, I'm fed up with the disrespect and annoyed, so I give the RX back to him and say, "I'm not filling these, take them somewhere else tomorrow when you get to where you're going." Totally reasonable, right? To a normal, sober person, but not this guy.
He starts demanding to speak with the manager.
"Sorry he is off."
"Well, there has to be someone else here!"
"Yes, ME! I am in charge in his absence"
"NO I want a store manager!" and he storms off.
I think, yea whatever, and go back to my regularly scheduled program. Thinking these store managers will do what they did when I was at all my other stores, throw up their hands and say "you'll have to contact pharmacy services. Nothing we can do, they just rent the space". Oh how wrong I was...
Within moments some semi-retired woman, who's name I know not, comes and gives me the "get over here" finger gesture and says "I need to speak to you". I feel as though Ive just been called to the principals office. Basically she wants to know what happened, what did the guy do, why can't I just fill the RX early. I simply say, "I am the pharmacist and I am not filling his prescriptions." and walk away. I do not need to explain this to some woman with an associates degree. I do not have time for this retardedness.
Well, long story short, apparently, Ms. store manager did not like my reply and went to the store owner. The store owner??!?! Can you believe this?? Some guy who just owns the stores, does no actual work in the store, does not deal with customer service. Luckily or unluckily I was off the next day. They call the pharmacy manager into the manager's office for a conference call with the owner about the incident. Even though I left him a note about the incident he claims he knows nothing. Great! I wish I had been there to make my case. On the other hand, I do not need drama.
Store managers, if you're reading this, what I expect when a customer complains to you about me is this.
1. Tell him you're sorry he is upset, but the pharmacy is a separate entity from your store.
2. Hand him a card to call the customer service center.
3. Send him on his way.
What not to do.
1. DO NOT embolden the customer by coming to me and questioning me about my professional judgement and things you know nothing about. Ask me later if you're curious, but not in front of the belligerent drunk guy.
2. DO NOT ask me to fill an RX early on a medicaid card. You may not give a shit about my license, but I sure as shit do!
3. DO NOT do that finger 'come hither' movement. You are not my mom.
4. DO NOT go crying to the store owner. He has more important things to worry about, I am sure.
On a separate, happy note, I am out of that place in one week. Therefore, I see no reason to go making this point to those managers. I do not want to create bad blood between them and the current manager. If he likes things that way, fine... I'll be sure to leave him a bottle of lube as a parting gift when I say my goodbyes.
The other day, approximately 10am, a man returned to the counter to pick up his Xanax & Lortab at the agreed upon time. This guy smelled as if he'd just left a breakfast buffet of beer, whiskey, and gin. I did not know this, yet, though. The technician rang up the 2 RXs for cash price, and this idiot slides a Medicaid card across the counter. Now why wait until after the RXs are filled??!?!?! This is common, though, so I hardly waste any energy getting upset about idiots like this.
SO the Rxs are rebilled only to find, you'll never guess, that the RXs are too soon to refill! Surprise surprise surprise... The technician explains this and that is the moment this fella who smelled like a fraternity house with the cocky grin went ballistic and starts dropping the F-bomb. "This is Fing ridiculous!" A whole sad story of excuses as to "why he needs the medication right now and why he cannot possibly fill it here tomorrow or anywhere else" ensues. I, using my years of experience and professional judgement, hear my BS detector going off loudly.
I do try to call Medicaid's help desk, only to get the "its either a holiday or were just too busy, call back later" message... gotta love government work. I try to call the doctor and it just rings and rings.. weird. Meanwhile this belligerent, impolite drunk is babbling the entire time, giving me those weaselly excuses and explanations, with the occasional "this is ridiculous!" "I need it!" "I can't get it tomorrow." I guess when you're on medicaid you've got places to see, people to meet with. Very tight schedule you know. Medicaid patients on narcotics go on vacation more often than I do. There must be a AAA travel planning component to the entire public assistance program.
Anyways, I'm fed up with the disrespect and annoyed, so I give the RX back to him and say, "I'm not filling these, take them somewhere else tomorrow when you get to where you're going." Totally reasonable, right? To a normal, sober person, but not this guy.
He starts demanding to speak with the manager.
"Sorry he is off."
"Well, there has to be someone else here!"
"Yes, ME! I am in charge in his absence"
"NO I want a store manager!" and he storms off.
I think, yea whatever, and go back to my regularly scheduled program. Thinking these store managers will do what they did when I was at all my other stores, throw up their hands and say "you'll have to contact pharmacy services. Nothing we can do, they just rent the space". Oh how wrong I was...
Within moments some semi-retired woman, who's name I know not, comes and gives me the "get over here" finger gesture and says "I need to speak to you". I feel as though Ive just been called to the principals office. Basically she wants to know what happened, what did the guy do, why can't I just fill the RX early. I simply say, "I am the pharmacist and I am not filling his prescriptions." and walk away. I do not need to explain this to some woman with an associates degree. I do not have time for this retardedness.
Well, long story short, apparently, Ms. store manager did not like my reply and went to the store owner. The store owner??!?! Can you believe this?? Some guy who just owns the stores, does no actual work in the store, does not deal with customer service. Luckily or unluckily I was off the next day. They call the pharmacy manager into the manager's office for a conference call with the owner about the incident. Even though I left him a note about the incident he claims he knows nothing. Great! I wish I had been there to make my case. On the other hand, I do not need drama.
Store managers, if you're reading this, what I expect when a customer complains to you about me is this.
1. Tell him you're sorry he is upset, but the pharmacy is a separate entity from your store.
2. Hand him a card to call the customer service center.
3. Send him on his way.
What not to do.
1. DO NOT embolden the customer by coming to me and questioning me about my professional judgement and things you know nothing about. Ask me later if you're curious, but not in front of the belligerent drunk guy.
2. DO NOT ask me to fill an RX early on a medicaid card. You may not give a shit about my license, but I sure as shit do!
3. DO NOT do that finger 'come hither' movement. You are not my mom.
4. DO NOT go crying to the store owner. He has more important things to worry about, I am sure.
On a separate, happy note, I am out of that place in one week. Therefore, I see no reason to go making this point to those managers. I do not want to create bad blood between them and the current manager. If he likes things that way, fine... I'll be sure to leave him a bottle of lube as a parting gift when I say my goodbyes.
Saturday, October 6, 2007
Expess Pharmacy Lane
The other day, we received a customer service complaint, forwarded from corporate. A customer of ours complained "the drive through would be wonderful if I could actually 'drive-thru' and drop off my prescription quickly. Instead, I have to wait 15-20 minutes in a line of cars, just to drop off a prescription."
I so wanted to call this person and explain the idea of not getting out of your car did not equate to 'express pharmacy lane', however, I decided to leave it to the PIC-manager. I hope he has the balls to tell her that, in a tactful way, of course. Tact is something that often eludes me. I've been described in the past as being 'too blunt' by friends, colleagues, employees, employers, etc.. Me blunt? nah!
Having a drive through only stretches the limited staff we have even thinner. Guess how many additional hours we received in our staff budget for the new drive thru? 3!! 3 more hours to manage an additional register/drop-off/pick-up portal. So now we do not just have one line of impatient angry customers, we have 2 lines of angry impatient customers who have to wait even longer to be served. Ah progress.
The drive thru is just another way for the 'instant gratification society' to find fault in their perception of the profession of pharmacy. In fact, I'm pretty sure they do not view us as professionals at all, anymore.
I so wanted to call this person and explain the idea of not getting out of your car did not equate to 'express pharmacy lane', however, I decided to leave it to the PIC-manager. I hope he has the balls to tell her that, in a tactful way, of course. Tact is something that often eludes me. I've been described in the past as being 'too blunt' by friends, colleagues, employees, employers, etc.. Me blunt? nah!
Having a drive through only stretches the limited staff we have even thinner. Guess how many additional hours we received in our staff budget for the new drive thru? 3!! 3 more hours to manage an additional register/drop-off/pick-up portal. So now we do not just have one line of impatient angry customers, we have 2 lines of angry impatient customers who have to wait even longer to be served. Ah progress.
The drive thru is just another way for the 'instant gratification society' to find fault in their perception of the profession of pharmacy. In fact, I'm pretty sure they do not view us as professionals at all, anymore.
Wednesday, October 3, 2007
Sinus mints?
Got a phone call today. tech tells me, "line 1 is all yours, no idea what they are asking for"
I pick up and the lady asks if we carry something. No idea what she has just said. It sounds like something "mints". This woman, however, speaks what we call "Crittlin" here. Think of it as a sort of Hill-billy speak. These folks speak some dialect of English, with a side of Pittsburgese. In fact she may well have started out saying "Yinz guys got any ah 'dem Neilmed Sinus "mints", n'at?" Crittlin is the term we affectionately call the local hicks who lack the usual social mores and lanuage skills of polite society. Think of them as critters who just crawled out from under a rock somewhere.
"Can you spell that, please?"
"N-e-i-l-m-e-d Sinus mints"
"Neilmed? did you say sinus mints? m-i-n-t-s?"
"...." silence
I punch up "neilmed" in mckesson SMO, and find this woman is saying "rinse", not "mints". Apparently its one of these rinses for cleaning out the nasal passages.
Hard to believe we speak the same language.
I pick up and the lady asks if we carry something. No idea what she has just said. It sounds like something "mints". This woman, however, speaks what we call "Crittlin" here. Think of it as a sort of Hill-billy speak. These folks speak some dialect of English, with a side of Pittsburgese. In fact she may well have started out saying "Yinz guys got any ah 'dem Neilmed Sinus "mints", n'at?" Crittlin is the term we affectionately call the local hicks who lack the usual social mores and lanuage skills of polite society. Think of them as critters who just crawled out from under a rock somewhere.
"Can you spell that, please?"
"N-e-i-l-m-e-d Sinus mints"
"Neilmed? did you say sinus mints? m-i-n-t-s?"
"...." silence
I punch up "neilmed" in mckesson SMO, and find this woman is saying "rinse", not "mints". Apparently its one of these rinses for cleaning out the nasal passages.
Hard to believe we speak the same language.
Friday, September 28, 2007
What if people were rewarded for achieving in our society?
Rather than coddled and taken care of from cradle to grave? What if people were responsible for their own well being, their own survival? What if it wasn't the government's job to take care of your every need through social programs?
Somewhere a few weeks ago, I heard someone propose an income tax system that would encourage people to achieve and prosper. Now hear me out, I realize there are some flaws, but how much more flawed than our current income tax situation? Yes, its outlandish, but our current income tax system only coddles those living on the dole and does nothing to encourage them to achieve and get off it. Many people realize they will make less money if they get an entry level job, than they can get through entitlement programs.
The proposed income tax model went something like this:
Consider that those of lower incomes qualify and utilize more social government services. SO, would it not make sense that they fund more of their expenses through income taxes? Therefore, the lowest earners should pay the higher % of income tax, say 33%. As the income brackets increase, the % of income tax paid should decrease, as a reward for improving your economic standing and achieving. So ultimately, once you reach, say $200,000 annual income, you would pay the least % of taxes, or no income tax whatsoever.
Obviously, if you have a larger income you're going to be able to spend more, and pay more sales tax simply by being a consumer with a bigger bank account, right? You're also going to be able to contribute to others income by hiring others to work for you or do jobs you do not wish to do, maybe own your own business and put others to work.
OK I admit, I loved Reagan and I believe our country has it all backwards. I have a tendancy toward Libertarianism. I do not support government mandated redistribution of wealth. I see our current income tax model as confiscatory and punitive. It punishes those who achieve and are responsible, productive members of society and rewards those who are classified as victims.
Don't even get me started on capital gains tax. People shouldn't be punished through extreme taxation for investing and prospering in their investments.
Yes that is the way i see it, its political, but it makes sense to me. Hope i did not offend any one's sensibilities. I'm sure I probably did. You'll probably never in your life time see an income tax system like this. People who work in government like their jobs and sure as heck like being important, too. They would never actively work to put themselves out of work or minimize their important role in your day to day survival. They're the government, they're just here to help you.
Somewhere a few weeks ago, I heard someone propose an income tax system that would encourage people to achieve and prosper. Now hear me out, I realize there are some flaws, but how much more flawed than our current income tax situation? Yes, its outlandish, but our current income tax system only coddles those living on the dole and does nothing to encourage them to achieve and get off it. Many people realize they will make less money if they get an entry level job, than they can get through entitlement programs.
The proposed income tax model went something like this:
Consider that those of lower incomes qualify and utilize more social government services. SO, would it not make sense that they fund more of their expenses through income taxes? Therefore, the lowest earners should pay the higher % of income tax, say 33%. As the income brackets increase, the % of income tax paid should decrease, as a reward for improving your economic standing and achieving. So ultimately, once you reach, say $200,000 annual income, you would pay the least % of taxes, or no income tax whatsoever.
Obviously, if you have a larger income you're going to be able to spend more, and pay more sales tax simply by being a consumer with a bigger bank account, right? You're also going to be able to contribute to others income by hiring others to work for you or do jobs you do not wish to do, maybe own your own business and put others to work.
OK I admit, I loved Reagan and I believe our country has it all backwards. I have a tendancy toward Libertarianism. I do not support government mandated redistribution of wealth. I see our current income tax model as confiscatory and punitive. It punishes those who achieve and are responsible, productive members of society and rewards those who are classified as victims.
Don't even get me started on capital gains tax. People shouldn't be punished through extreme taxation for investing and prospering in their investments.
Yes that is the way i see it, its political, but it makes sense to me. Hope i did not offend any one's sensibilities. I'm sure I probably did. You'll probably never in your life time see an income tax system like this. People who work in government like their jobs and sure as heck like being important, too. They would never actively work to put themselves out of work or minimize their important role in your day to day survival. They're the government, they're just here to help you.
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