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.
Saturday, October 6, 2007
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.
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