I have removed the content of this post due to work-related anxiety and stress. Perhaps one day it will be re-posted. I debated whether or not to do this, however for my own sanity, I felt it was best. My sincere apologies! But please venture to other posts, as you may find something there instead.
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This is the greatest post ever
Way to let it out! SO many time I have had to suck up verbal abuse as a Ranger and Teacher… it is the special people that help us rise above the turds.
Jason H
Ha, thanks Mary! The fury has been building, I had to release it!
Thanks Jason, I sometimes feel the need to scream. This was my outlet. Thanks for the support!
Great post my favorite name a customer called me Wing nut
Haha! Julie, that is hilarious! So random. I miss working with you!
Jessica… I, too, am a pharmacist, and can relate 100%. Only thing is unfortunately I don't get a scheduled 1/2 break and rarely get to pee more than once. And if I can inhale my food being interrupted only a couple times it's a good day. I thank you for telling everyone how it REALLY is. Nicely done. I actually hate my job, and basically for the above mentioned things that happen on a daily basis. We are not respected by the doctors, nurses, store personnel, or the patients. You are correct there are a few that thank us for a job well done, but for the most part, it's a thankless job with little to no respect. Love your post.
You took the words right out of my mouth! I feel your pain. This is not what I expected when I made the decision to go to pharmacy school.
Amen Stacey!!
Yup, I want to quit so bad, but I still have to pay back my student loan and I can't figure out what else to do at this point in my life. Plus, even though I'm not an extravagant spender, the money we make as pharmacists does help to live comfortably. If it weren't for the job, I'd say I would have a good/happy life, but unfortunately that can't be the case for me anymore while I still do the work of a pharmacist. Thanks for writing the article. Good to know others out there feel similarly ad I do.
That deserves a standing ovation. Brava!
You covered everything . I can relate to all that you said. I have been practicing for 36 years and it has seemingly been like that from the very beginning. I can only say I look always for the positive. I smile a lot and laugh as often and as much as I can. I wish for you all the best.
I've been pharmacy tech for nearly 20 years. The first 10 were in retail.
I hated it. When I finally left (after a man tried to jump the counter over a forged Oxycontin script) it was relief. But now what?
I now work at a health plan doing prior auth and I have NEVER been happier. M-F. All day shifts. No holidays…ect. And more money. No spoiled public to deal with.
We have two pharmacists on staff and 7 techs, but we are a small plan. Check out clinical pharmacist work. You learn alot about why drugs get denied. (Usually compliance issues. Sorry, we wont pay for Januvia if you havent been taking your metformin as prescribed.)
Our pharmacists pee whenever they want. Seriously, it's true!
~Lorraine
Hey Jessica, I read most of your wall of text. As someone who's been in retail for about 7 years, I understand what you're complaining about, but I have little sympathy. Retail is bullshit. It's always been this way. It's only getting worse. If you don't like it, get out. Do something else. Go do hospital. Go do industry. There are places where you're not treated like dirt.
Thank you! I realized after you wrote this, that I should have mentioned how my half hour lunch is a cherished luxury. I went back and added something to that effect. Because you are the majority, the pharmacists without a break. I don't know how you do it!
Thanks for reading and for the support, Stacey and all of you!
Haha, thank you!
Thanks Dave, I definitely have learned to not take it personally. I cannot allow ignorance of others to hurt my feelings or bring me down. Thanks for reading!
Hi Rain, thanks for your comments and for reading! I've made my life in such a rural environment, jobs are limited. I would be all for something like what you're doing. Sounds interesting and less stressful! "Our pharmacists pee whenever they want…" lol, that's awesome.
Thanks for reading Mike, and no need for sympathy. Although it would be nice if patients had a better understanding of what they're getting upset about most of the time. And I never said I hate my job, only ranting about the typical gripes. Heck, someone's got to do retail. But yes, someday it may be my time to get out. And yes, I agree, it's definitely getting worse!
You have covered everything we experience every day in a very factual and eloquent manner. How true ALL of this is (and has been for my 24 years as a pharmacist). Even though there are those emotionally draining, pulling out your hair, kind of days, I try to keep positive in remembering those people who I have touched (and who have touched me) in some special way. While we do experience high levels of frustration, I think that we also have the opportunity to experience high rewards! Thanks for speaking out!
Beautifully said Jessica……thank you for saying what so many of us feel and experience on a daily basis…..you were spot on with everything……
I'm currently a P3 and an intern at Walmart. When people ask about my job, this is the exact description I give. It's really almost strange to me to read this post and realize someone else in the world understands what it's like… That I'm not the only crazy (sometimes angry) one dealing with these patients. One of my favorite physician complaints is when they leave a voicemail script and talk like its a NASCAR race… Ummmmm… Could anybody understand what they said?… Or they completely leave out something pertinent like their name or the patient name. I feel your pain! ?
I disagree Mike. Retail has not always been this way. I started my career just as the PBM'S started to emerge. It was much different when our patients could choose their pharmacy based on the service that they received and the prices of the medication were under $20. I blame the PBM'S on much of our woes.
Well versed and sooo true. I have been in the profession for 20+ years; first retail, then specialty now hospital. I could never go back to retail but I try to remember my favourite customers who would bring me fresh Borscht or veggies straight from their garden rather than the customer who told me he would be waiting outside when I got off of work with a baseball bat because I wouldn't give him his T#3's one day early.
While I understand your frustration (being a pharmacist for 20 some years), WE as a"profession" have done it to ourselves…when we ALL "put our foot down" and say we are not going to take it any more then maybe just maybe something will be done. As it stands now we are no more a profession than the man on the moon. The PhD degree is an example of the idiocy that grips the universities and colleges. After all when you have one of those "advanced" degrees but cant use the knowledge to fix a simple dosing mistake by a doctor or nurse what the heck did you go through all that extra training for? Gone are the days when you knew the doctors and they knew you, and more importantly you dont know your patients (and you dont see them that way because you called them "customers" throughout your post). When you know your customers and they know you, you will find your job becomes much easier…..take the case of the 20 something who didnt get her prescription when the doc made a mistake…if it were me I would have given her one dose to last till you got hold of he md…..no problem..I can hear you now "But the law…"….phoey I say….
While I understand your frustration (being a pharmacist for 20 some years), WE as a"profession" have done it to ourselves…when we ALL "put our foot down" and say we are not going to take it any more then maybe just maybe something will be done. As it stands now we are no more a profession than the man on the moon. The PhD degree is an example of the idiocy that grips the universities and colleges. After all when you have one of those "advanced" degrees but cant use the knowledge to fix a simple dosing mistake by a doctor or nurse what the heck did you go through all that extra training for? Gone are the days when you knew the doctors and they knew you, and more importantly you dont know your patients (and you dont see them that way because you called them "customers" throughout your post). When you know your customers and they know you, you will find your job becomes much easier…..take the case of the 20 something who didnt get her prescription when the doc made a mistake…if it were me I would have given her one dose to last till you got hold of he md…..no problem..I can hear you now "But the law…"….phoey I say….
I worked for WalMart for many years – with a good market manager, my life was great, I loved my job. When management changed, I hated it, and got out of retail as fast as I could. Now, in a mental health pharmacy, I experience just as much of the weird stuff, but knowing that the patients are ill – and not just asses – makes it easier to handle. A good friend once said "I love my career, it's the job I hate"…. so happy I finally found the good job 🙂
What is that thing you are walking on behind the counter? Does walmart allow those? I want one!
I, too, am a pharmacist, and can relate 100%. I thank you for telling everyone how it REALLY is.
There still is another scenario with the pharmacy being at a Hospital setting (OPD). On top of ALL the scenarios you covered, I still have to deal with the employees of the hospital, nurses, doctors and other personnel, that think that since they work at the hospital they have the power and exclusivity for their prescriptions be filled ABOVE all the rest. Not to count that majorly they have a 7-3pm or 8-5pm shift and they appear at the window with their prescriptions 5-10 minutes before their shift is over and want the same filled.. RUSH & STAT! Or another scenario they do not have any repeats but just “need a couple of pills until they get a full prescription”, but they cannot wait until I can figure out if the prescription is not a controlled substance or that they have NEVER filled a full prescription al your pharmacy. Or the doctor that just wants a pill for his hart condition but does not want to wait in line or make prescription or signed a verbal prescription since it’s only 1-2 pills, but he also has never filled out a full prescription at your pharmacy.
Thank you for saying what so many of us feel and experience on a daily basis…..you were spot on with everything……BRAVO!!
Wow I love this. I wish we could print this in every paper and magazine out there. When someone yells at me "How long does it that to put some pills in a bottle". I tell them if they want them to be the right pills then it will be 30 minutes.
Bahahaha! This totally made me smile. I can't believe someone actually threatened you! Wow.
Thanks for reading! And you're so right. There are moments of great reward!
Thanks for your comment, Erika! Those voicemails are so ridiculous, I agree! Thanks for reading.
Awesome! Good to hear. And truly and good district manager can make a huge difference in our job quality! Thanks for your comment!
Yes!!!!!!!!!!! Wish I could print and pass this out! !!!
Pretty sure I never referred to them as "customers" once. I called them patients every time. I referred to people in "customer service." But I agree, pharmacists as a whole have done it to ourselves over the decades. It's strange how we've fought for more and more recognition as a legitimate health care provider while at the same time, sold out our career to retail corporations. Thanks for reading!
Haha, one day I bought a stair stepper and busted it out during work. I was trying to get some exercise during the day. I thought I'd be making a good example:) It was rather embarrassing bouncing around like that in the window, but customers got a good laugh and applauded my effort to get some exercise. But I took it home. It wasn't really conducive to to the height of the counter (and I prefer not to be sweaty and red when I counsel). I imagine my company probably would have asked me to get rid of it had I kept it any longer. Thanks for your comment!
Thank you so much! There is soooo much more I'd love to vent about and you're right, so many other scenarios and environments with problems of their own. Good grief, I could have written forever. I had to cut myself at some point, lol. Thanks for reading!
Amen. "You want 'some' pills in a bottle? Might kill ya, but sure, give me 30 seconds." Thanks for reading!
Haha, thanks for the support and for reading!
Thank you! I appreciate your support and thanks for reading! None of us are alone:)
I think that you must have been looking into our pharmacy TODAY !!
You couldn't have explained it any more PERFECT than you just did !! The best part of the day is closing the Pharmacy Gate between 1:30 and 2:00pm. No phones, No people, No Registers and I can get more done in that 1/2 hour as a Certified Tech than I do in 3 hours!
I also have to call at least 5 DR's per day to "clarify" the worst handwriting ever. Do they really think that we can read these prescriptions? I guess they hand write them as they cannot use the e-script system.
Great Read !!
PJ
Great post… This is exact reason I'm getting out of the pharmacy world! I hate the patients, the job, and every second of my life that I spend inside the pharmacy. My goal of the day is to convince my interns quit and go find a rewarding career.
As a pharm tech, this is the best thing I have ever read.
Love this! I know this is a weird question but what are you standing on??
Amen, Sister!!! You have told it like it is.
because I was born in another country , I get always harassed by many highly educated customers( I'm not joking ,very highly educated) because I have an accent , 2 weeks ago , I had customer his prescription was not ready when he came , I told him just 2 minutes I am still counting it(cII) , he said in front of bunch of people whey they brought M*** F*** foreigner to run the pharmacy( I'm an American citizen)
I would like to just respond to "just put pills in a bottle" I reply that if that was all there was to be taught at pharmacy school that I should have cut a lot of worthless classes about chemistry and the human body and how they work with the addition of your medicine. my personal quote about copays increase on jan 1….The ball was the only thing that comes down on new years!!!
Please understand that people get upset about 30 minute lunches simply because the pharmaceutical companies charge HUGE money for the meds.. 1 script my fiance has is $900 a month another is $400..
so, to know that the business is making big money on sales YET refuse to hire 2 pharmacists to cover the full day, it gets rather silly.
Please respond about why there is only ever 1 pharmacist on duty at ANY retail location anywhere when the meds cost hundreds per vial and come in giant bottles.
I do not think your enemy is the customer(yes, bad use of the word enemy, but for the sake of the rant)
I think your enemy is your store's owner or board or stock holders. Busy pharmacies where you rarely get breathing time, deserve 2 pharmacists.
Please don't take my post as being over-the-top serious..I just wanted to nudge this point into the conversation. thx!
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The lack of pharmacists is not the problem of the pharmacist on duty. In some areas there is just a lack of pharmacists. And most retail business have limited hours to pay extra pharmacists. They may appear to be busy but each pharmacist is required by law to have a specific number of techs and if you have ever worked in retail you would understand payroll vs hours of operation vs staff vs cost of running any business. If you have more people than the profit of the business means that business is going bankrupt.
oh and one other thing … why are they not allowed a 30 minute break? Do you want your pharmacist passing out from lack of food? Most pharmacies are not allowed to have food in the pharmacy. Every business in America allows every employee a lunch break why is it so unthinkable that they choose to close for 30 minutes so that everyone takes one break at same time so they are not understaffed for up to 4 hours in a day while they take them individually???? Have a heart people they are not machines in the pharmacy!!!
Well done! Most of these people have that complain have never been put in a high pressure situation/job where there decisions are the difference between life and death. It's sounds cliché but we should think about 'walking a mile in someone else's shoes' before we say something negative. I don't know you, but stay positive and keep writing!
I've been out of retail pharmacy for 3 years now, but I could feel all the anxiety coming back to me as I read your post! I also agree that this is the greatest post ever. Hope you felt a little better after releasing the fury! Keep up all the hard work. There ARE people who appreciate it!
Some where before I started to read this it said a long read, sorry I only got a little better than half way through! One suggestion: Have this informative rant printed out at a print shop, Say 10,000 copies! The Title should be "For you Safety and My Concern for that Safety" Please read when you have time! Give one to each ass-hole who confronts you! You never know they might learn something!!!
Excellent!!!!!
This is amazing, it's word and thought perfect for my experiences as a community pharmacist before I made good my escape from it. I'm actually a European pharmacist but in my country its almost identical, I've often worked a 12-13 hour day with no real break. We need more of this to publicise and highlight the role of the pharmacist. Well done.
Frustratingly, those who would benefit from reading this probably aren't the ones reading this. You do a great job of describing the interactions and frustrations of many service/retail environments. My husband worked as a retail pharmacist for years. Four years ago he transitioned to a hospital and it has changed his life: he sleeps better, he's in a better mood, and his outlook on people has changed. If your job doesn't get any less frustrating I strongly recommend looking for a position as a hospital pharmacist (and iniviting your techs to shift as well!) good luck! 🙂
A medication costing hundreds of dollars doesn't mean that the pharmacy gets hundreds of dollars in profit. Usually far from it.
And not every state has a law where a specific amount of techs are required. I'm one of those 3rd shift pharmacists who has no tech help for 10 or 12 hours at a time. And no 30 minute break.
How do you know what the pharmacy is turning as profit on the $800 med? I work at an independent and our margins get squeezed every year. Some of our prescriptions yield a negative profit as the insurance pays less than our acquisition cost. When corporations run pharmacies they're going to turn a profit whatever the cost, and when you seek out the cheapest store and the cheapest insurance you're giving them the power to continue to do just that.
Thanks for the read! I appreciate the support. That short little half hour sure does fly by though!
Haha, thank you for reading!
I had a little stair stepper thing for a day before I took it home. I was trying to "multitask" but it was awkward, lol.
Holy cow, that's a terrible thing for them to have said! People can be so harsh!
What you've all said is so true! And I can see where it would appear drug companies are making big money, but naturally, drug companies aren't the ones paying the pharmacists. And sometimes, like on the weekend, there just isn't the need for two pharmacists. There's enough work to keep me running around unable to take a break, but certainly not enough work for two of us. Plus, after lunch time, we dwindle down a bit and it's not quite as busy. But I can't physically wait until 4 or 5 pm to eat or use the bathroom. But it wouldn't make sense for there to be two pharmacists for that low of volume on a weekend.
Thanks for reading! And yes, we should ALL learn to respect other's perspectives and keep an open mind. None of us know what it's like to do what everyone else does each day.
Haha, well thanks for even reading any of it. I appreciate the support. I think if I handed this out to anyone…I wouldn't have a job anymore, lol. Thanks again!
I so appreciate your support! And it's interesting to hear your perspective is the same in Europe. 12 to 13 hours without a break should be illegal. Thanks for reading.
Thank you for the support! I'm glad to hear your husband loves his career more now. And it's not that I don't love certain aspects of mine. And we all have different niches that fit who we are. But I think across the board, retail pharmacists can all relate to the gripes. Thanks for reading!
Fantastic post! I am not a pharmacist or tech but I do have many friends who are! I try to be as respectful and patient as possible with the pharmacy. I frequently volunteer to call my dr's office myself since it seems I get a response from them quicker than the pharmacy when they make an error. Which seems sort of ridiculous they should make their return calls to the pharmacy more of a priority. Please reconsider your statement "If you chose to live somewhere rural where there isn't a 24 hour pharmacy, you must live with that choice." I did not choose to live somewhere with no 24 hour businesses intentionally, we were relocated to this area by our only source of income and this was the place we could afford and the best school district for our children. I do not complain about the pharmacy hours I find a way for my husband to go for me, or to go myself during business hours. I think the "must live with that choice" part just bit at my nerve a little bit 🙂 I wouldn't trade my rural area for anything, but I must admit there are times I would love for a 24 hour pharmacy and grocery store since sometimes there are just not enough hours in a day to get everything done!
Thanks for writing this post. Knowing what's happening behind the counter will help me be empathetic and patient next time I'm feeling awful and waiting for a prescription.
Awesome! Thank you! We love kind empathetic people! I like to consider myself a kind empathetic person too and hope to get the same in response. Thanks again for reading!
We have raised a generation of "Everyone gets a trophy" brats. You sound like one. You can make any situation worse and it sounds like you go out of your way to do so. I have been in retail pharmacy for years and worked through all of the scenarios you lay out and many more. There are lots of seats at the pharmacy table – Maybe retail is not yours. Every patient has things going on just like you and you get paid (well) to make good decisions and make their lives better. It may be that you are better suited to hospital or consulting or a PBM, etc. Every job has its downside and retail pharmacy has many. You knew them all before you took the position you have (or you should have known). You get paid very well for the "inconveniences" that you spell out so eloquently. If you are unhappy in your career path maybe you should shine up the resume and move along. Young professionals in all walks of life are hitting the work force with a "Me Me Me" attitude. We have raised a generation (or two) that have always been told they are special and expect the world to treat them as such. Sorry – The world doesn't care. If you are unhappy move along for the best interest of you and your patients.
Thank you so much for reading and considering each thing I said. I totally get what you're saying. And I'm with you. Sometimes I wish I had access to certain things that a larger community or city can offer. Despite that, we still "choose" where we live when we're an adult in this country. Despite how many things influence and necessitate that decision, it still is a decision. I don't want to work at a 24 hour pharmacy so I don't, thank goodness. But I agree, I wouldn't trade rural living for anything, but healthcare needs are probably the thing that concern me most with where I live.
I am so glad you wrote every thing you did. I worked for wal- mart pharmacy as a tech for 24 years and everything you wrote about I can relate too. I am so glad you told it like it is. I always said we need to get on 60 minutes and have them film what we do behind the counter so people would see what we do..You forgot to mention all the corporation has us to do.. Wal-mart is always changing their rules.
I understand this post, and it really is true, but some pharmacists really are cruel to their patients. Some may have been dealing with some before walking into your store. It still gives them no right, but you have to understand some rotten apples ruin an orchard. Some are really kind though– trying as quickly as possible and trying to relate as you do, with kind tones, but the cruel ones look at you weird if the patient really is handicap or injured in a way it disrupts their personal appearence. Like my mom for example, she isn't nice (on occasion) because she is handicap (4 heart attacks, 1 car wreck) and sometimes they look at her funny.. but yeah I give you 9 out of 10 for this post ^^ Keep goin' ma'am. You'll go a long way 🙂
I don't make near enough money to be treated like crap for things that are largely out of my control. Also you sound like you've been around pharmacy for a while, surely you can admit some things have changed (for the worse) in the past 10 to 15 years?
Also the "everyone gets a trophy brat" you're actually describing is the customer who thinks all of their prescriptions should have been finished 5 minutes ago and they don't pay any money or take any personal responsibility for their health. Funny enough at my pharmacy a large chunk of them seem to be from the baby boomer generation.
Your post hit on the most important factors so I cross posted it to my Facebook page as public view. I am not a pharmacist but work in the development side of the industry.. I think your post should be required reading by anyone who is given a prescription.
I don't think you are taking Jessica's "rant" the way she intended. Anyone who has worked in a retail pharmacy knows that her blog is true. Jessica is using her blog to vent her frustrations much like I have done with other pharmacist. I think we should mentor our young pharmacist instead of calling them "brats" or insinuating that they are selfish. I don't believe most pharmacy students know the challenges that await them in retail pharmacy. I know I didn't. I have been a practicing pharmacist 26 years and I have seen a drastic change in our profession. I hate that we allowed our profession to change in such a way to make our pharmacist feel "abused" but we have. You sound like you have been a pharmacist for a while so I guess the direction of our profession falls on you, I and others like us. I also believe if I write it, I own it. So publishing anonymously is out of the question.
Russell Pelzel RPh.
Pilot Point, TX
Thank you so much for this Jessica! You really captured what it means to work in retail wonderfully. I absolutely and genuinely love going to work every day, but yeah, just like any job, it has it's negatives. (thank God you don't have a drive-thru) I see rants from other pharmacists but I can feel in your post you love your profession also, which makes it even better to read! BTW I read your journey with Mike and learned so much from it. Like not to be bothered by the nasty lady in sweatpants at the registar cursing us out over a $5 copay. Just breathe and realize life has harder challenges for all of us and great we have it as pharmacists. That must have taken some real courage and energy for you both. I am proud of you.
David
You're preaching to the choir, but keep on preaching.
It's interesting that you decided I hate my job from reading that. I truly don't. And maybe someday I will change my field. But right now I'm quite content. Today's my first day back at work since this particular blog post has been read by so many people. I'm actually a bit panicked that this has happened unexpectedly, but it feels nice to have so much support. I feel like I've never had a better attitude towards my job than today. But at some point, I think most people have gripes about their job that others not in their field can't understand. Sometimes you just want to express it. I understand where you are coming from in your comments. But I want to emphasize that I do like my job, which millions of people across the globe cannot say the same. I think as a society a we are all somewhat spoiled. All our complaints and problems are all relative. I don't live in an impoverished village, desperately seeking my next meal. My family wasn't murdered in front of me. I wasn't forced into prostitution. I wasn't abused. I lost my husband, but we all lose people, and as awful as that is, I don't feel sorry for myself. People suffer all over the world but we all have problems big and small, relative to one another. That doesn't stop each of us from complaining on occasion. At least I recognize, truly, that I am blessed behind comprehension. The point of this was to enlighten people in my life to what a day in my job is like. I never make patients lives or experience in my pharmacy more difficult. I will do anything within reasonable expectations that I can to help. I greet every single one with a smile. I often cry with them or without them because I can't help myself and their story breaks my heart. I have a lot of love for people. But that doesn't mean I don't have a sense of humor about my job and the nuances it presents every day. Thanks for reading and commenting!
Thanks so much for reading! Yes, corporate issues would be a whole additional blog post, I suppose, haha! But in comparison to some other pharmacists in my profession, I often feel fortunate for the work conditions I'm lucky enough to have, believe it or not! 60 minutes special would be great!
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Thanks Pam!
David, thank you so much. I'm genuinely humbled and appreciative that you can see my affection for my job, despite my need to complain on occasion. And also thank you for reading about Mike, the real reason for this blog in the first place.
Thank you! You are too kind.
Thank you… This blog should be published in every paper in the US. I have worked as a pharmacy tech for over 20 years and the stresses that are placed on the pharmacy staff are so over the top it makes what could be a very nice job a very terrible job. I can stress enough that the medical students need more than 1 semester of pharmacy practice. I teach at a local community college & I take all the incidents that I can to my classroom so show the importance of filling/calling in a prescription as accurately as possible. Those on the "frontline" the pharmacy staff are the ones who are going to catch the heat, which in turn delays the patients receiving their medication, leads to frustration, additional wait time & most of all more work. So thank you again…. Please keep reposting. I know I am going to share this blog….
Yes! You're so right! We need to remember that some people's attitude is a reflection of their past experiences. And I hope to try to focus on making it part of my job to change those negative perceptions people may have of us. Thank you for that reminder and comment. I deeply appreciate it.
Wow, thank you so much. I appreciate everything you just said. I'd hate to bring any negative light to the doctors; most of them are totally stressed themselves and have so much to juggle, plus more and more legal hoops and requirements to jump through. But I'm tired of being blamed for things that are out of our control, too!
Well said!! My daughter is a pharmacist,,, sometimes when she tells me her stories my response is simple…"just think, you spent all those years and hours studying for this!" Just know what some of us appreciate all you do!
Hi Jessica and everyone
Thank you for so much for your post. I am a p4, graduating in a month (yes!). and I have been a CVS intern. I just want to share my experience.
I come from a foreign country. When I was 15, I was a dish washer at a restaurant. I washed dishes and peeled shrimps all day for $30 in cash. when my english was good enough, I became a server. I worked all day till 2 am, and made $100-$120. I thought that was the best thing ever. I was a server for 7 years and I got my bachelor degree in between.
My experience as an intern at CVS has been a bless. Compared to waiting tables after tables for $2-3/each. making $16/hr as an intern was a huge upgrade. I am experiencing all the things you mentioned in the post as an intern. However, working as a server in a restaurant was way worse. (just imagine serving food to those ppl who were rude to us at the pharmacy). Back then, my right arm had more muscle and was bigger than my left arm because i was lifting so much plates.
i cannot wait to start working and making pharmacist salary. no matter how tough the job is at cvs, i will never have to go back and be a server again. i have a degree that would get me a high paying job anywhere in the country.
when work gets tough, just look back at those people working at construction sites in the summer and winter. they would kill to have my job :).
Such a cool story, thank you for sharing! I love hearing about that and I'm so happy for you. You're absolutely right, being a pharmacist we often take our indoor jobs for granted. My boyfriend who works in construction is constantly reminding me to be grateful for that one luxury of being out of the weather! Thank you so much for reading!
Thank you so much!
As a young pharmacy technician and a future doctor, I am pleased that wrote this. It sums up the problems we see at the pharmacy and through these experiences I vow to be a better physician and a better team member of healthcare.
These types of posts can annoy me. So many of the complaints can be fixed from an operations stand point but innovation comes to the retail world at a snail's pace. Your example of confusion over 30 vs 90 day supplies is something that happens every day. Can the system test bill for both prices and print them on the label(with all those insurance disclaimers about how the price can change)? How about the bottle says written for 90 and filled for 30? Anything to keep a customer at the register rather than send them to consult window. Seems like there's a PR problem when you're catching a Dr mistake and patient sees it as an annoyance rather than be excited that you prevented something from going wrong. Your example is that the pharmacy won't let me get my meds. That pharmacist interaction with the patient should make the patient feel safe and secure rather than upset.
I wonder why you don't see solutions to prevent the problems that come up every day. There's about 150k pharmacists working retail. Seems like some of them should have ideas if the industry can listen and implement them.
I wish this was published and there would be handouts of this at every pharmacy, so the customers knew what we go through everyday of our professional life!
I could not have explained the daily ins and outs of my job any better! My favorite customer line thus far in my career…. "You should just go back to ballerina school." My techs now refer to me as their "ballerina pharmacist" 🙂
This is genius. Everything I have ever thought/wanted to say in a perfectly worded essay lol. Only thing with my pharmacy is that we DO have a no cell phone sign…in English spanish and polish….and ppl STILL come up and try to get their meds while chatting on it. Rude as allllll hell. I will usually stand there and wait til they realize I will not help them til they're off their phone.
Reminds me why I gave back my name tags, smocks, and signing bonus to take back my license and sense of dignity from Walgreens. I felt like Tina Turner.
Every Rph will enjoy this post. Thanks.
You the best.
I thought I wrote this! LOL! It's exactly what we go through everyday! But don't forget to be nice to the technicians as well. We go through all this with you.
My daughter is also a pharmacist..I sincerely appreciate the work our pharmacists do and am horrified by the behaviours of some people! I am a teacher of 32 years, and I have also come into contact with some of those types of "abuse". Please continue to do a great job, keep checking our prescriptions, forget the abusers when you walk out of the pharmacy each day…and always remember the people who appreciate and are thankful for your services!! There are a lot of us out there!!!
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Thanks for the "Rant", now I have some idea of what a day in the life of a Pharmacist is like. I have a new found appreciation for your profession. Keep up the good work.
omg love it! 🙂
Excuse me if someone has already mentioned this, but "we" have done this to ourselves. Has anyone ever read The McDonaldization of Society? Companies have copied this for years and the pharmacy, amongst others, have done the same, training the customers "have it your way". Does anyone remember small pharmacies? You came in, there was a pleasant greeting, your dropped off and browsed around patiently. It was respected. Then Big Business moved down the street and said "we can do it faster, better", put their "trained monkey employees" in the pharmacy and trained the customers to do what they are doing today, treating us with disrespect. Then, of course, ran the independent out of business. And yes, McDonalds has a "turn off your cell phone" policy in the drive thru! And why can't we, because companies don't want to get anyone upset and give us and bad review. Yet we deal with lives. It's extremely disheartening to work in this environment many times.. But it makes me smile (inside, of course) when I hear a rph tell someone to "please put your phone away or please do not say that to my tech or we told you 10 min., it's only 5!" That's when I know I'm working with a rph who has a heart.
Wow. What do you think would help that miscommunication gap between the doctor writing a prescription efficiently the first time around? What percent of the time do doctors write a prescription incorrectly?? Does it happen often because they know the pharmacist is there to figure it out? Or because they don't have time to learn all these new drugs, plus how they are going to react with every other drug? You, the pharmacist, have a very important job and for a customer to figure all that out…they'd have to go to school for years and it is silly they can't appreciate what you are doing for them! I have several friends who are pharmacists and I am amazed how they continue to put up with all the bad treatment, long hours and struggle to make the situation better.
It sounds like time will always be an issue, and a bit scary to think that health care professionals under all this pressure have to be at the top of their game to help save lives. We are all humans and make mistakes, but what would you do to change the system so unnecessary mistakes are avoided or something runs more efficiently as time is an important factor. It sounds like the little things such as forgetting to put a date for the meds causes a lot of hassle. Would you say I can even help myself by asking the doctor as she or he is scribbling on a prescription pad if the date is noted and remind them what other meds I'm on?
It was interesting to read that you had to go to trainings when mistakes happened but not the doctors. Thank you for posting; It was very heartfelt and I'm glad you took the time to post your insight with the big, scary public who are often not as mature as you when they have a chance to share their voices:) I read this twice and never have commented on a blog but wanted to hear what you had to say!
You are awesome! Thank you so much, and way to go! Good luck in med school! Having your background in pharmacy will indeed help make you a more rounded provider.
Haha! That's hilarious! Maybe they thought you were especially graceful?
So well written! You covered it all! Thanks for writing this 🙂
Thank you, Sulwana! I appreciate it:)
I'm so jealous of your 'no cell phone' sign! It's so inconsiderate and dangerous to try interacting with someone while they're on their phone. Companies want the pharmacy to keep adding more clinical responsibilities to our plates but we still have to treat it like fast food by decreasing wait times? How we be taken seriously as health care providers if we can't even discourage cell phone use? Thanks for your post!
Haha, great comment. Thanks for the laugh!
Thank you so much!
I worked retail pharmacy as a technician for 4 years while I was in pharmacy school and your post just gave me horrible flashbacks. The biggest problem is that we as a profession have allowed corporations to take over and make it this way. The corporations in charge are pushing for higher and higher prescription output while working with less staff, less breaks, and longer hours and it is a recipe for patient harm (which the squeaky wheels yelling at you that it takes 30 minutes to fill their prescription are helping to cause). I had the misfortune of having a district manager who was not a pharmacist so all he saw were $$ so I got out of there as fast as I could. I thank my lucky stars that I got into hospital pharmacy, and even though I work nights and occasionally get yelled at by a nurse or doctor it still beats retail hands down. I know somebody's got to do it, but I don't know if you could pay me enough to go back to being treated that way.
Try being a nurse!!
Very well written… I'm glad to see I'm not the only one that feels that way. Im a soon to be graduating student, and everything you have described is what I somewhat expect and dread at the same time :/
As a PA I have nothing but admiration and appreciation for pharmacists! In 27 years all of my interactions, stupid question (mine) and desire to clarify dilemmas have always been met with a willingness to help by the pharmacists I've interacted with on the other end a of a phone line. Cell phones have made patients into rude, inconsiderate consumers too self absorbed to have a quick effective conversation regarding their OWN healthcare
I wrote a longer comment but I wasn't signed in and I don't think it went through. Anyway, to sum it up, thanks for posting everything that I wish the customers in my area knew about our job. My sister saw this post and shared it with me on Facebook. It felt good just reading your thoughts and experiences on what happens to all of us almost every day. Keep up the good work!..
I appreciated your honesty so much. Sometimes I feel like I'm the only pharmacist that feels like I'm a punching bag. Every day, all day, people verbally abuse us – and it sucks. I've worked at jobs where I've had 12 hour shifts with no lunch or pee breaks, and I've never understood how we are supposed to safely produce prescriptions under those circumstances. It felt good to read your post – thank-you
I am thankful for your post, and I am so saddened that my 8 years in school has brought me to a place of disrespect. I know it is a lack of understanding of the medical system and a lack of self-worth that brings people to say such horrible things to another person. I can only hope that these people do find some peace in their lives. On another side, I get put down by my pharmacy manager several times daily, and get word from staff that she is openly talking about me and my incompetence (falsely so) infront of the entire staff when I am not there. So I have nowhere to turn. Needless to say I am going to leave that soon, but it has left a bad taste in my mouth for my career of choice.
Loved this. As a pharmacy student currently interning with a big chain pharmacy, I agree with everything you said. I have no desire to work retail when I graduate! I feel it's gonna hurt these big companies in the long run, because no one will want to put up with it everyday. Something has to change!
This post is awesome!! I hope lots of people read it and realize exactly what we deal with daily. I don't want anyone to pity those of us in retail pharmacy. Honestly, on a good day, I love my job! I just wish people respected and appreciated us more. Not just respect and appreciate us as pharmacists, pharmacy technicians, and pharmacy cashiers but the profession of retail pharmacy as a whole. Thank you so much for this post!! You rock!
Thanks for posting! I've had a lot of days like that in retail, too! You might enjoy following The Cynical Pharmacist on Facebook.
Why do people not realize the pharmaceutical company is not the same as the pharmacy? Pharmacist and pharmacies do not produce the medications, hence have nothing to do with the profits the pharmaceutical companies make. They are only in charge of stocking and dispensing said medications at their retail mark-ups, which with the low and sometimes negative reimbursement rates some insurance companies are getting away with, are sometimes laughable, and in some cases barely cover the overhead of keeping the pharmacy up and running.
Hi Kyle, sorry it took me so long to respond, but I wanted to address some of the suggestions you made. The system unfortunately cannot test bill for 30 vs. 90 day supplies. The only way to know, would be if we faked a prescription for 90 days to see if the insurance rejected it. That would be extremely inefficient and time consuming to do on a regular basis. We do try to put notes on the prescriptions that were filled for 30 days despite being written for 90, because of insurance limitations. As far as the PR problem with a patient blaming us rather than be grateful for our catching a mistake, you're right. I'm not sure how to change this perspective. I'm not sure how else to present it to the patient than to tell them the facts: the doctor wrote the rx incorrectly and we are waiting for it to be corrected. I wish they were grateful but many times, they are not. Patient perceptions and misconceptions is the only thing I can come up with. We can't educate them all or adequately explain "why" everything is the way it is. I'd love to brainstorm some ideas. But unfortunately I'm not a "higher up" in corporate so nothing I say will make a difference.
Amen! Technicians rock! Thank you for reminding me!
Thank you so much! I appreciate it more than you know!
Thank you:)
Absolutely! Big corporations having to compete against one another place customer service and satisfaction at the top of their priorities. Which is great, unless you're a pharmacy inside that big store. So someone who wants their hydrocodone early goes and complains to the store manager in an attempt to get the pharmacist, a health care professional, to submit to the "please the customer" mentality of the store manager. It's absurd. Although I don't consider anyone working in a pharmacy to be a "trained monkey employee" since we all have the same training and education as those in the small pharmacy. Just added corporate pressure. I can't believe even McDonald's has a "no cell phone" sign and a pharmacy can't! Shocking! Awesome comment, thank you so much for your input!
Seems like the USA and UK have a lot in common.
We do display notices saying that we have zero tolerance of rude or aggressive behaviour.
It would be a start to get the backing of your employer to display these in the pharmacy area.
As the last person in the healthcare system we are often the brunt of all the complaints.
I would like some of these people explain how they expect to engage our cooperation in deliverying our services to them more efficiently if they shout abuse and swear at us?
Thank you so much for all your genuinely questions and discussion. I wish I knew what would help the communication gap. You'd think after receiving a dozen or two dozen faxes each day asking for corrections on escripts, they would start to take their time more and proofread before hitting send. But it hasn't seemed to change. I don't know what the percentage of escipts that we send back would be. It's not extremely high. No where close to 50%. But what would help is if we had a way to electronically reject the escript so it went directly back to the doctor's office into a "resolution que" of some sort where they could resolve them one by one a few times throughout the day and resend them. When the technician inputs something incorrectly, we highlight the field they need to fix, they have to deduce what they did wrong and fix it. If only we could do the same to the doctor's offices. I don't expect the doctor's to know or catch all or even most drug interactions. That's what the pharmacist's job is. I'm happy to utilize my knowledge (and computer program/technology) to provide that service.
As you suggested, I totally think it would be helpful for a patient to double check their handwritten prescriptions for date and the doctor's signature. Those are simple minor things that could be corrected before leaving his office. And always disclosing what meds you take is important.
I'm blown away that you took the time to read this, comment, make awesome suggestions and ask educated questions. I thank you with all my heart. I feel like there needs to be more pressure put on corporate for better working conditions (better staffing under the added job expectations and requirements ie vaccines, MTM, higher script counts, with pressure to shorten wait time), and to there needs to be laws passed that prevent corporations from encouraging the fast food mentality. I don't know specifically how this could be done (reversed, since it's already been ingrained in patients' heads). Pharmacists should be the ones in charge of advertising and making changes in pharmacy policy from the top of the chain, down. Again, thank you so much!
Thanks Ida!
Don't worry, there will be good to go along with the bad. Congratulations on graduating!
Thank you so much, Rose! You guys ask great questions; totally not dumb at all! And thank you for the appreciation of what we do. And I have a ton of respect for PA's and all providers. You guys are stressed too! Thank you for your comments and for reading!
Thank you! I appreciate your comment (and the longer one that didn't go through:)! Have a wonderful day!
Amanda, you are so right! How are we expected to be in charge of something as important as people's health, when we can't even take care of basic human functions sometimes? I feel blessed to have adequate breaks most times at my job, and I am so sorry for those who don't. But verbal abuse should never be something we have to endure. I thank you with all my heart for your comment.
Oh my gosh, I am so sorry! There is nothing worse than a stressful work environment when it comes from your own co-workers! It truly makes a job so much more miserable to have to dread being around those you have to spend your whole day with. I feel blessed in that respect. I love all the people I work with. But I can't imagine if I had to deal with nasty patients AND co-workers. My heart goes out to you, but yes, you will be so much happier when you go somewhere else.
Something has to change is right! Thank you for your comment and for reading!
Exactly! I don't want pity either, I chose to be in retail, after all. And I do have some really great days where I feel like I have a smile on my face all day long because people make me laugh, appreciate me, and I feel like I did something good for someone. It's the mentality that we owe someone something, the patients are entitled, and as someone already mentioned, "the customer is always right" mentality. I once saw a sign, "The customer is always right? Fuck that. Sometimes the customer is just an asshole." That about sums it up. Thanks for your comment!
I adore the Cynical Pharmacist on Facebook. They're my hero, lol! Thanks for reading!
That's great you have a sign not tolerating rudeness! I wish we could have that. Do you work for a large chain company or private pharmacy? Thanks so much for your comments!
You guys simply don't have to tolerate this kind of behavior.You are kind of doing it to yourself. I've done my share of retail and I've fired patients before. I remember days when I was crying when some crazy insane immigrant without basic understanding of insurance would be screaming at me at the top of his lungs that I am a fraud, a thief stealing their money (you mean the money you get from social security since you haven't worked a day in this country to earn a retirement ) when I would try to collect a co-pay. Or a chronic pain screaming that I am denying their meds when they try to pharmacy shop. Or all the people coming to me yelling about their prescription coverage as if I was responsible for the fact and their choices in life that they were too cheap to buy a decent insurance plan. Something snapped and I decided the " nice " me is gone. So as soon as another asshole comes out – I'll be all sweet and smiles and say shit like: "well, it sounds like you aren't satisfied with our service so let me transfer you to another pharmacy, in fact I'll do it immediately for you".
Haha, yes we have banned a few patients here and there. If they continue to be a problem every time they come in or they just make a ridiculous scene once, we will gladly transfer their prescriptions elsewhere. My new plan is to experiment with being so over-the-top nice to the people who are nasty, that they feel like complete assholes. I'm really going to try! We'll see how long I last. Thanks for your comments:)
Thank you. You just won the internet with this one. Best pharmacy rant ever.
Haha, Michelle, thank you! I appreciate it!
I disagree as well, Mike. When I just couldn't take retail anymore, I decided to take a risk and quit to find a better job. During my year of unemployment, I learned that most places won't hire you without previous experience. A vicious cycle, because how else are you supposed to get experience? After a year I ran out of money and had to go back to retail. Also, as Jessica pointed out, a lot depends on where you live. I ended up having to uproot my family and move halfway across the country just to find another retail job.
I used to have a tech who had the best reply to "it's only a cream, you just have to slap a label on it!" she would say, "do you want to come back here and pick which one?"
I haven't read all of the comments, so I don't know if this has come up. I have seen several people say something along the lines of "we've allowed this to happen to ourselves," our "we should put our foot down." I agree!! I really want a change to happen, and I would be a happy advocate for that change. But how do we do it? How can we join together for real change? This blog is a great start. If anyone has any ideas, please let me know because I've tried to look around but I don't even know how to begin. I am one of those pharmacists who have worked 14 hour shifts without peeing or eating once. It's just not right. Unfortunately, anytime I say something about the conditions to any kind of manager, I'm seen as a "troublemaker." Great post, Jessica! It's like you read my mind.
I agree with everything you've said. I try to maintain the look of a professional, but there have been days where it's one problem after another and one irate customer after another that I've broken down in tears in front of dozens of strangers. It's easy for me to advise others struggling and tell them not to let it get to them, but we all know after 3 straight days of the constant bullshit that everyone reaches their limit at one point. I've been out of school and licensed for 8 months and can say my end game is not retail. I thought I'd live and breath it for eternity, but the stress I've endured is insurmountable. I am great at what I do, but what keeps me showing up for those 13 hours days is what I hope to achieve in the future– a steady, well-paying job at an independent pharmacy where I don't come home every fucking day dreading having to go back. I hope we can all stick together with posts like these and take some comfort in knowing "it's not just me." Thanks for the read!
I was getting more and more stressed as I read your post. It took me back to my decades as a retail pharmacist for a large national chain. Everything you wrote could have been said by me or any retail pharmacist I have ever known. I'm pretty sure I added years to my life just by leaving retail and going to work for the government.
My techs and I had a saying at the end of some of our better days "We had a great day today…only a few people yelled at us and none of us cried." I used to tell non-pharmacist friends that if I had a heart attack and was being taken out by the paramedics I believe that someone would have come up to me on the stretcher and asked"NOW how long will my prescription take?" Fortunately, I never found out if that would happen.
Even in that "rural environment" there must be a hospital within driving distance. Snap up one of those jobs as soon as it opens! I did my 3 years in retail (almost exactly like you described, but no lunch breaks)–now I work in hospital IT, and it is a night and day difference.
Enjoyed your article. I recently posted a few with similar concerns, most recently on dealing with chronic pain patients. Please stop by for a visit: http://fcetier.com/
Jay and Angelique are absolutely right and apparently in touch what's it's really like.
When patients have questions about their co-pays, our mantra is, "Call the toll free number on the back of your card."
Take some responsibility for yourself.
For seven years I worked for a big chain that allowed the "No cell phones" sign. I trained my techs and cashiers to refuse to wait on someone with a cell phone conversation in progress as it is a HIPAA violation. And, as you said, it's just rude.
"Step over there to the side–out of my line–and finish your call, then I'll wait on you."
Did you address some of the fun we have every day at the drive thru? If you did, I missed it, sorry.
Our corp policy is "Two hour wait at drive thru. If you want it faster, you can come in and we'll do it in about 30 min."
Thank you so much for this post. I've been a pharmacist for 13 years now and it's freaking hell. Every single day. You described our day in the workplace so accurately and so eloquently. Thank you!!! Now if only I could print this and use it as a bag stuffer. Everyone should share this post on social media so maybe we can educate even a small percentage of the masses.
Wow Jessica, hands down!!!! You did not miss a word!!! I am sharing this with all my fellow pharmacists. Thank you for taking time to write this!
I'm a tech at another major retail pharmacy. Thank you for writing everything I've been thinking. Our day gets one thing yours does not…two (as in 2) drive thru lanes. It also gets wucking funderful when a floater pharmacist fills in for staff pharmacist & can't find their way to the alarm panel. They also are not familar with the handwriting of local care providers thus taking extra time to get the script(s) right.
I worked in hospital pharmacy for 5 years but as the wildly vacillating schedule was difficult with small children, I decided to choke down a retail job. Mike, sadly, you are incorrect. As awful as I thought retail was for the 1st 6 years, in the past 2 years it has become the stuff of nightmares. I would NEVER EVER recommend retail to a graduating pharmacist. I love my customers (ok, the majority of them) and fight daily for their rights against the evil empire I work for but they keep cutting the tech hours and threatening to write the pharmacists up (disciplinary action) for not meeting the required metrics. During my 12 hour shift I am not even allowed a break. Yep. My youngest graduates this year and I am O U T of there. Add to this the role of a telemarketer as if we don't have enough to do. I'd love to post my name but the evil empire won't even allow us to have an opinion. We also were required/forced to sign off on our right to be part of a class action lawsuit against the evil empire. Add to this every time the corporation gets sued, we have additional modules/responsibilities to cover the corporation's ass but the big guy up top's bonus doesn't seem affected one iota. When is enough enough? Add to that the pressure to max out immunizations while doing everything else. Next will be rectal exams? Our tech hours are based not on the number of scrips filled but rather, the number that are actually picked up. No shit. This is not pharmacy, this is lunacy. With my current job skill set, I am likely eligible for a job at In and Out Burger. Happy I did not go to medical school as life is not so grand for the MD's either. Patients are often disrespectful and act entitled. Their reimbursement rate is appalling and they have to try and squeeze in far too many patients to keep their doors open. Sucks for them too.
FYI another good blog is The Angry Pharmacist. Way funny….sadly true.
I've had to chose "anonymous" as a profile, as I don't sign up to every bit of social media out there.
Now from MY perspective as the "patient". I bring in my prescription on Thursday. I have enough left on hand to get me through the weekend, and tell you I'm not in a panic, I can pick It up on Monday. You tell me it will be ready first thing Monday morning. I am late getting out of the house, and I arrive at the pharmacy at 11:30. I am then told my prescription will be ready in 45 minutes. The pharmacy runs 7 days a week, 12 hours a day. (You've had 4 whole days to work on it). After this scenario repeats 4 months in a row, I am getting a little perturbed. Finally I point out that this is a recurring prescription, and you should have that recorded in your computer as I've been picking up the same prescription – month in – month out – for the last 3 1/2 years, and I shouldn't have to go to your manager to get my prescriptions when promised. After that – I am finally able to pick up my prescriptions when promised.
3+ years as a pharmacy technician and I completely agree with your post!! I just wish that CUSTOMERS would read this!!!!! Thanks for a well-written post 🙂
I HATE the drive-through with all my being!! I wish MY corporate policy was 2-hours at drive through 🙁 but no go…
May be this will give the non-pharmacy people some perspective on what we actually do.
It amazes me that people will wait in long lines at restaurants, for rides, a car wash, or entertainment but complain about having to wait a few minutes in line for their prescription. To that same effect, complain that their prescription will take 15-20 minutes like all we have to do is "take it off the shelf" and "slap a label on it". Perhaps, you want fries with that? No, this is a pharmacy, not a fast food chain! If it were that simple, don't you think you get just purchase your medication over the counter – no prescription needed?
I still love my job because of those who respect and appreciate all we do. I'm pretty lucky in that my patients are (for the most part) polite and understanding and we actually have the time to provide them with the best service possible.
Thank you for your post, Jessica.
Thanks for your post! Totally made my day. I'm a tech at a big chain and I completely agree with this, though I want to address the danger factor as well. Not a lot of people realize that even though we're technically in the medical field, that still means we get robbed just like any other retail store, sometimes even more so. I now work at a 8 to 9 store that's way better, but my previous two pharmacies were 24 hour joints. The first one was in a retirement city (yes, an entire city devoted to old folks) and we were one of only a couple of pharmacies in the area, an area that also was right next to a community with the biggest meth problem in the state. It was a nuthouse and I frequently did 10 to 12 hour days with no break, sometimes staying until 3 or 4 in the morning to help the night pharmacist catch up on the day's craziness! The last thing I want to think about are people threatening me or attacking me. I've been robbed personally three times, threatened a dozen or so, and actually punched once out in the parking lot. It's a real nightmare. My favorite was when a druggie pulled a knife on my poor coworker (a little old lady herself, mind you) and demanded oxys, morphine, and Sudafed.
Thankfully, my new store is much, MUCH better and in a safer neighborhood, though we're still a very busy store, again right next to a retirement community. It can get pretty nuts sometimes, especially as they keep cutting hours and demanding outrageous budgets for us to meet, and I still deal with is the intermittent griping, yelling, grumpy customer.
Anyway, thanks for the post and good luck!
My niece is a pharmacist and has shared similar stories from time to time. She shared your blog on her Facebook page today, which brought me here. Thank you for all you do, and for everything all pharmacists do. Whenever I need to wait, for have an issue with a script, I think of her, and now I will think of you and others and take a little breath, and remember that a few moments to breath and relax can be a good thing, so take advantage of it. And we are all human and make mistakes, even doctors. So thank you for keeping me safe, following the law, doing your job as you should and all with a smile. 🙂
Thanks Angelique! I wish someone who spoke up for good working conditions wasn't seen as someone who caused problems. I wish it was taken seriously. I am so sorry you've had to endure 14 hour shifts without eating or peeing. I cannot even imagine. I honestly don't know what can be done. I feel afraid to make suggestions or speak out because of fear of violating some sort of company policy. This blog post wasn't about my company at all, in fact I praised my company for the blessing of a lunch break. It was simply about patient mentality and treatment of pharmacy staff. But certainly, corporations could make up an entire blog post easily. And it should be addressed. But again, I'm scared of retaliation. Even now talking about my profession, I fear corporate doing something about it. I think pharmacists need to contact pharmacy associations that are active in politics, but I would assume there is associations already fighting for our rights already? But maybe not. I wish I knew.
Wow, I am so sorry. I have never cried out of being offended or hurt by a patient. I honestly let that stuff roll right off of me. Although it's exhausting and stressful, it more or less just makes me annoyed and angry that they can't or won't realize that they are misdirecting their attitude. I won't let them get to me. I know I would cry if my stress caused me to harm someone, however. And that is something that we should all fear. I am so grateful for your comment. It is truly rewarding to feel like we're not all in this alone. There are ups and downs, but someday we need progress in the right direction. Thank you so much!
Yes, I do believe retail is taking years off my life as well. I'm already a type A personality with a controlling mentality. A pharmacy is not a place where everything can be under control all the time. To maintain sanity, I need to be on top of everything. And it's soooo hard for me to let that go when I'm in the pharmacy. It can NEVER be totally under control as much as I want it and as hard as I try. I try to let it go and not let being behind stress me out, but it's hard. Thank you for your comment and humor!
I am so blessed with no drive thru at my store! I have worked at stores with a drive thru though and it was no cake walk. I think that's a great policy, the longer wait time. Does your corporation actually support that longer wait time? I think it's a beautiful thing when corporate backs their pharmacists! Thanks for your comments!
Thanks for your support! Some days I feel like it's hell, sometimes at the end of the day I feel content and happy. If this could be a bag stuffer without anyone knowing I wrote it and me not getting fired, that would be cool, lol. Thanks for reading and commenting!
Thank you for reading and all the support!
Yes, I'm blessed without a drive thru (or two)! I really do appreciate the perks of my job and when I compare it to others, I feel super lucky. I thank you for your reading and support!
I totally cannot speak to this situation because at the end of each day, every prescription that is in our filling que is done. The only reasosn that something isn't filled that day that it's requested are: 1) the doctor has to authorize refills or renew it because it's expired 2) It requires a prior auth, which sometimes has to be renewed even if you already had a prior auth in place 3) It's too soon through the insurance for a number of reasons (you are taking it more than the directions say, the doctor told you to take two tablets per day when the directions actually say to take one and the doctor never changed the directions on the script, or it got filled at another pharmacy or mail order because the doctor sent it in two multiple pharmacies) 4) We are out of stock and have to order it. If you bring in a prescription to refill on Thursday, and it comes from our warehouse supplier, it usually takes 3 days to get (not including Sunday), which means it probably won't arrive until Monday afternoon. I have no idea what happens in your particular scenario, so I can't speak to that. But ordering refills a few days ahead (especially if it's right before the weekend) is a great idea to always make sure the doctor responds to refill requests or we can order it in time before you run out. Thanks for your comment!
I'm so glad I don't have a drive-thru! Thank you for reading and for the support!
Thank you Rachel! You're so right. For the most part, patients are very sweet and totally patient with waiting. But wait time at the doctor's office is often an hour or more. Why is the pharmacy expected to be so much faster? Thank you for reading and for your support!
Wow! You've had terrible luck! And you are SO right about the danger factor. I think we have a more dangerous job than a bank teller or any other place that might get robbed. The people that rob us are usually high or strung out. I have thankfully (knock on wood) not been robbed yet. But I don't feel like any retail pharmacy is adequately protected. I don't want to get harmed, attacked, or even threatened. But I don't feel like retail pharmacies do enough to adequately prepare us or deter these situations. I can't believe you've been punched in the parking lot! My gosh. Thank you for bringing up this perspective because it is an important one. I wish this would be addressed by every company more thoroughly.
Awesome, thank you Debbie! Appreciation and understanding feels SO good. I am so grateful you took the time to read this and comment. I will continue to do everything I can to be as safe (and kind and friendly at the same time) in my profession!
Jessica–this post is a sad reality for many pharmacists. After 11 years of hoping something would change and being certain the grass was greener on the other side (AKA a new job), I realized it wasn't and it was up to me to change my course. So, I retired from the profession at age 35 and discovered the world that exists outside of the box I placed myself in for so many years. You are beautiful, intelligent, and an inspiration to so many. Follow your passion and take the road less traveled. Allow yourself to live the life you dream of and never feel guilty for that choice. Best wishes.
This is such an amazing post. I am a pharmacy cashier and I stand directly beside my pharmacist during my entire shift. I witness all of the rudeness and have been subject to bit myself. It is a lot of responsibility to be put on one person and I do not envy pharmacists at all. That one person who compliments you on your job makes it a little better. I just ignore the nastiness and continue to smile and do my job. Keep it up and once again; great post!
I feel so humbled and loved since I've posted this last Friday. Each day, I nervously check the comments fearing the worst, skimming them for the occasional rude one that tells me I'm a whiner or a spoiled brat. Although there has been one or two of those, 99% of you have floored me with your support and it honestly brings me to tears. I'm moved by each and every one of you. The way people like you have gone out of your way to post and tell me you feel the same way and give me encouragement is nothing short of astonishing. Thank you so, so much.
Wow Claudia, retired from pharmacy at 35! I am so blown away by your bravery and courage. What did you do instead? Thank you so much for reading and for commenting, I truly am humbled and shocked by the support and encouragement I've received from so many. Your words mean so much to me.
Well, you pretty much covered it all, and it is exactly the same everywhere else.
So, for those of us behind the counter reading your post, it is easy to identify with, and many of us have been wishing we could help others to understand what it is that we go through for something that ought to more respected and in an environment for accuracy.
And thanks for telling. It needs to be said now and then.
Yes, the VP over Rx established the policy in my dept one day while we were chatting and happened to overhear a tech at DT negotiating a pick up time with the customer.
For some reason, pharmacists are the punching bag for so many – doctors, nurses, customers, insurance companies, our supervisors, etc. I think part of the problem is we don't have more people like you actually airing their feelings and thoughts. We need to collectively unite and demand the respect we deserve from all those throwing swings as us. Nothing will change unless we initiate the change ourselves. I've tried educating those who feel so obliged to belittle me only to realize that they often don't care the reason why a prescription must be handled differently than a Big Mac… they simply want what they want how and when they want it. Why is it that other professions do not receive the demoralizing interrogation that we receive as pharmacists? It's because they do not allow it. We need to do our jobs, and do them safely, with the appropriate support and time WE deem necessary… this is NOT to be decided by anyone but us. We are the ones on the frontline with the greatest understanding of the profession, not our bosses or the general public or the doctors. Do patients tell their surgeon how long he will need to do a knee replacement and how much it should cost? No.
I left retail pharmacy after 5 years as a student and 2 years as a pharmacist. I now work at a hospital and can tell you that the abuse, however different, is still widespread. My attitude has changed, however, and I spend everyday scrutinizing problematic processes in order to improve upon them. "It is what it is" is unacceptable. I WILL elicit change and create a positive work environment which will consequently result in a positive experience for all those involved, whether they be patients, doctors, nurses, etc. I wish you strength, perseverance, the ability to make change, and a future where the long shifts are anticipated instead of loathed.
Jessica – it is a fairly large chain pharmacy in western Canada.
I could go on & on – but I think I've made my point.
Picking up a prescription refill Monday morning – after my last dose of the old one was used up on Sunday night – shouldn't be seen as scamming. Even with Tramadol – my provider (WCB) would allow a 2-3 day overlap.
If the pharmacy was having problems obtaining the meds – isn't that why we have phones? Just let me know. And when you have enough to fill half my prescription, do phone me and let me know when the rest is in, instead of my having to make special trips.
Anyhow – I do appreciate seeing things from your perspective, and being allowed to show my perspective – all the best to you.
JK.
Awesome Jessica, simply awesome!! I have read several rants from other pharmacists before but yours is, by far, my favorite. You gave a thorough view of retail pharmacy practice from every possible angle; brilliant! I too am a pharmacist and have endured the daily barrage of 'the customer is always right' for the better part of a decade. I work in BC and practice here is not much different from there. It all does come down to the same problem, we don't demand respect! Moreover, our college fails to support of protect us which just makes the target that much easier to hit. Look at all other medical professionals and their college or union does a hell of a job to back them up and ensure their professional needs are met. I dealt with the corporate world and moved up the ranks, dealing with the daily assault and "fixing" all the "problems" as a manager that lead me to a position as a district manager. Figured I'd be happy and out of the spotlight but that only brought more grief. Now it was addressing everyone's problems; this was not how I envisioned my life as a health care professional, after all, I went into this wanting to help people with their health. So, I decided I had enough. I walked in and said I was done and had nothing else to give. I did not want two weeks, I did not want a reference, I just wanted out. I spent the next 3 months reassessing what I wanted out of this profession and how I was going to obtain it. I searched until I found an independent looking for a partner; located in a medical building this pharmacy is small, quaint and in a professional setting. I make significantly less than I was making as a DM…but no amount of money can replace my happiness and sanity. Today I have meetings with the Dr and the patient in the same room, we work together to achieve seamless care 🙂 I know I may be an outlier, but there are great positions in the pharmacy world; it requires patience and the willingness to search for a best fit practice. Being only 33 years old, I can't say this will be my last stop in the world of pharmacy or any type of practice for that matter, but what I have learned is that if you don't stand up for yourself no one else will. Keep positive! Kudos to you again for pouring your heart out, you certainly come across as one who will do big things for herself 🙂
TheBeardedRxer
I know exactly what you mean. Even I am hesitant right now as I am trying to get out of the debt I incurred during my unemployment. I feel like i just need to keep my head down and endure it to keep the job I have now. It's so sad that we have to be oppressed just so we don't fear losing our jobs. The last pharmacy I worked at was at a hospice. Long story short, my boss didn't like me suggesting any kind of improvement, so he began psychologically abusing me. It got to the point where most of the other pharmacists and techs avoided me like the plague for fear of damaging their own reputations and not ONE of them stood up to support me for fear of losing their jobs. It was a very sad situation. In my experience, there are so much personal politics involved that if you get on the bad side of a manager, retaliation is a very justified fear.
WELL SAID JESSICA !!!! (Throwing in applause and confetti). I have been have a pharmacy tech for 20+ hell-filled years. Customers feel they have every right to scream at you, cuss at you, throw things at you, give the evil stink-eye glare thinking that will get their script filled faster, and just be flat out rude assholes. Well if all we do is just "throw some pills in a bottle" does it have to be the right pill or just any pill that was handy?. SCENARIO one might like to say: "Sorry Mr. Soandso I hope you don't get upset about the female hormone pill in your bottle instead of your Viagra. Both pills were the same color so I figured it "didn't matter" because you were rudely stating the pharmacy people are slow and don't know what they are doing. I wanted to make sure you would have a legit reason now to complain at how incompetent the pharmacy staff is. We are not a fast-food restaurant! The wrong order of "french fries" from the pharmacy can kill you or put you in the emergency room!" SCENARIO: If you, the customer, are bitching that you have other things you need to be doing/errands, then go do them! Come back later but you do not need to be an ass to the people in the pharmacy! . Oh you have no errands! Well than patiently wait your turn until your prescription is filled. Sorry to say we had just more than your prescription to fill today. We penciled that RX to be filled along with 450+ other scripts and 15+ long term care facilities. Put the big-boy panties on and WAIT YOUR TURN (if a female: than park the broomstick and sit a spell).
Retail pharmacy is definitely getting hateful and not getting any better because customers will never understand what takes place in the pharmacy NOR do they really care as long as they get what they want. Retail makes a person jaded.
Thank you for your support and for taking the time to read and comment. It's great to feel like you're not alone.
You are amazing! Thank you for your words of wisdom. Your determination to make a change and take responsibility for the evolving niche of a pharmacist is inspiring. I wish more people would unite and take a stand for what's right. I have felt, most of my life, an overwhelming desire for justice to be served and for things to be made right. I want people to have the freedoms we deserve as human beings and I want there to be consequences for injustices. I have never been one to be told what to do when it's not something I believe in. Unfortunately this deems me as rebellious rather than someone who stands for what's right and speaks up. I don't want to have to fear consequences for taking a stand and demanding justice, but unfortunately I do. Thank you for your support and for taking the time to read this.
Once again, I'm brought to tears by people's support and words of encouragement. Thank you for sharing your story, and for your bravery and ability to take a huge leap. I don't know what my path holds, but I'm fairly content now because I can work few enough hours that I maintain my sanity. But that doesn't mean I don't desperately want to advocate for change and fight for what's right. I am deeply moved by your (and so many others) outpouring of love, support, and comments. I thank you from the bottom of my heart. You are an inspiration.
Haha! Funny stuff. Thank you for taking the time to read, comment, and show your support, while throwing in some humor at the same time. I hope you find a path that makes you more content. Best wishes to you!
Jessica, I am not a pharmacist nor a tech, although out of desperation I worked in a pharmacy for 3 years — one of those big corps that pays those who aren't pharmacists or techs very, very little. I know what you say is true because I have seen it and I have experienced similar circumstances during a long retail career. I actually love retail and customers and these bizarre situations where people are horrendously rude and behave worse than animals. Call me crazy but I did love it. Doesn't mean I didn't bitch about, because I did. Mainly I bitched about stupid regulations and company policy and store managers who had no idea what it was like because they came and went as they pleased. Now, I work for a nonprofit in a cushy job with great benefits and pay but I'm thinking of taking a part time job back in retail because I miss the customers.
I guess what I'm trying to say is, "Rant on!" because it helps keep one sane. Thanks for being a caring pharmacist.
Thanks Rebecca! It's true, you really can have a love/hate relationship with retail. But sometimes a rant is necessary. And of course, the corporate aspect is a whole other rant that I will probably never write about. But thank you for the support and for taking the time to read!
Thank you so much for this! Now, my husband can read this and get a much better understanding of my days!!
I have a tech who replies to the patient dropping off the refill for eye drops and saying "but it's just a box…" by saying "So it's ok if I give you rectal cream for you to put in your eye, or would you like us to make sure to give you the right drops?"
Ack!! I read this and really feel your pain. Although I don't work in a "pharmacy" i work for a walk in clinic inside a pharmacy. Many of the same type things happen to me that would never be allowed in a regular doctors office!! Seriously, do not answer your phone while I am trying to take your medical history then expect me to wait you out when I have two hours worth of patients waiting for me!
No, I am not magically connected to all your doctors. I do not know your medications and I do not know which "little white pill" you are talking about!
No, I can't look up your insurance numbers. I need your card or you will have to pay for your visit.
You have succinctly described my last 25 years of practice and why, at the age of 50, I gotta get out. I hear Starbucks baristas have great benefits.
Girl, I feel ya. 2 weeks from graduation, but over a decade in pharmacy. People suck sometimes. I try to be supremely and obnoxiously nice the more irate they become. Most of the time, it pisses them off until they realize they haven't bothered me at all with their ranting, and all of a sudden, they turn a corner and semi-apologize. It's hilarious. We all have to get it out sometimes! You're doing a great job, I'm sure! 🙂
This is Retail Pharmacy to a T !!! Its everything thatc can and does go wrong, and its every day !
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Wow. First of all, Jessica, you are amazing. A fantastic, funny writer and just a wonderful soul. I am late to this party but I just had to comment. I'm a retail pharmacist in a tiny town in northern BC — hi, neighbour! I have worked here for four years and every day is a roller coaster ride. I think that I'm like you in that I always try to see the good in people…but some really just seem to be completely miserable and determined to bring everyone else down with them. I try to focus on the positive: the adorable old lady who comes in every week for a hug, the patients who ask how my wedding plans are going every time I see them, the ones who APOLOGIZE for coming in late at night (even when we are still open for another hour!) and thank me profusely for quickly getting their prescription done that same night, the absolutely amazing local doctors who trust my expertise completely and love to collaborate on treatment plans.
I am lucky to have an amazing boss who has been here for over thirty years, so his response to most of corporate's useless edicts is to file them in the circular file 😉 I refuse to govern my practice by metrics or quotas, and it has been overwhelmingly satisfying to see the big chains start to take heat from the media here in Canada for their dishonest methods when it comes to billing for Med Reviews and such. Printing out a list of drugs and having the patient sign it after speaking with them for three minutes at the counselling station is not a medication review! Now the latest thing is their push for everyone over 50 to get the shingles vaccine — I have been telling several people per day, when they ask about the big scary fear-mongering ads, that it's garbage and they should ignore it unless they fall into certain risk categories. I straight up tell them that I disagree with the way the store is advertising the vaccine, and I can tell that people appreciate hearing the truth rather than a sales pitch (because, shocker, I am not a salesperson and I personally gain nothing from selling you a $200 shot that you probably don't need.)
Oh geez I'm sorry, this has probably gone on far too long. Time to go walk some laps around the store to wake myself up. Ten hours between shifts is such a blessing. Thank you, benign corporate gods.
I LOVE THIS! Sadly, everything you wrote about is 100% true. I work for a retail chain pharmacy that is located across the street from an Urgent Care. They consistently tell people we will have their script ready by the time they get here (99.99% of the time we haven't even received the e-script yet). This inevitably leads to the "But I SAW them send it." Cue face-palm… The true reason I am leaving a comment is that at my location we have a severe problem patient that recently led a technician to tears. Consistently this patient comes and creates MAJOR issues and abuses the staff and services we offer as a courtesy, one day staying and tying up the pharmacist for 3 hours! Where can we draw the line? I fear for my job every time this patient comes in, because there is a real chance that a complaint could be filed simply because we can NEVER do anything right according to the pt. My chain prioritizes the customers over their staff and would easily fire me just on the word of this patient sadly. This is patient is a constant problem, none of the staff ever wants to handle them due to the history, and we all fear being verbally abused by them. How do we as professionals deal with patients like this? How can we avoid corporate backlash?