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.