Magazine article Drug Topics

Fielding the Anger

Magazine article Drug Topics

Fielding the Anger

Article excerpt

Myra McElhaney, customer service and stress management consultant (McElhaney & Associates, Atlanta); offers these suggestions for dealing with or preventing patient anger:

1. Always tell customers how long a wait they can expect. Most people lose their patience because their expectation going in is unrealistic.

2. If the wait will be extensive, offer to call the customer at home or office to let him/her know when the Rx is ready. Most people won't take you up on this offer, because it's inconvenient for them to make two trips; however, they will appreciate the gesture.

3. When a patient complains about insurance company rules or the cost of drugs, do not try to justify it. Do not try to explain how much the pharmacy pays for the drugs and why you have to charge what you do. The customer won't hear it. Instead, empathize by letting the customer know that you, too, are unhappy with the restrictions placed on you as a pharmacist and that you're doing everything you can to minimize the costs and yet still follow the rules so the customer is protected. …

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