A visit by a regional pharmacy manager at my grocery store pharmacy summed it all up in just a few words. She was visiting and going over our numbers– you know– to find something to complain about as usual. She saw someone at the pick-up window and immediately announced to the technician and myself, “YOU have a CUSTOMER.”
That’s when it dawned on me. The regional manager has been sucked into the corporate world way of thinking… to ME the person at the counter was a PATIENT, and that’s where all the problems start in retail. Until upper management figures out that while they are customers of the grocery, they are patients of the pharmacy and need to be treated as patients… including the most important aspect: PATIENT SAFETY.
And until upper management, MBAs, and bean counters figure out that profit is secondary to safety, issues will continue to surface regarding patient safety everywhere.