Dispensing Facts

I’m listening in to our pharmacist’s conversation with a customer who shouted at one of our clerks this morning for not refilling one of his prescriptions early.

Pharmacist: “Hello, [Patient]. I’m calling because I heard you had some choice words for my assistant earlier today.”

Pause.

Pharmacist: “I understand that you didn’t like his answers, but that’s nothing to do with you being given bad customer service.”

Pause.

Pharmacist: “Because what you were asking for was illegal, sir.”

Pause.

Pharmacist: “Well, yes, we do have a lot of laws and regulations we have to follow, actually.”

Pause.

Pharmacist: “As I said, you can complain, but I will make sure our head office knows that your complaints have nothing to do with our customer service; you just don’t like that we won’t break a law or commit insurance fraud for you.”

Pause.

Pharmacist: “I’m happy to take your medication and shove it there, sir, but it’s more effective orally. Oh… he hung up.”