Monday, February 27, 2017

Padding Complaints for Effect

In the complaint that she emailed to Goofmart Authorities, the following statements about your beloved Crazy RxMan were stated:

"Mr. RxMan first told me I was confused, then told me my husband was confused."

"Every time we had an interaction with Mr. RxMan he was in a foul mood. This happened several times and every time I came in."

"We had to transfer our scripts to another Goofmart 10 miles away. We didn't want to but because of the way Mr. RxMan treated us we felt like we had to."

These statements were typed up, among others, and emailed anonymously to the corporate office, which filtered it's way back down to the pharmacy director for my state, who called me to discuss what happened.

It took awhile to figure out who the person was that sent the email. Eventually I had to go back through the transfer logs to discover what was going on. The reason why it took me so long is that the complaint that was filed says a lot of things that didn't actually happen.

I only had one interaction with the husband. It was on the phone. He called to ask if his prescriptions were ready for pick up. I told him we had one prescription on the shelf. 

I only had one interaction with his wife. She came in to pick up the "prescriptions" after I told her husband that there was only one prescription ready for pick up. That visit was the ONLY time I had any interaction with her.

During that interaction she asked if Dilantin was ready for him. I said no, there wasn't a prescription for Dilantin, and in fact there was no record of it on his profile. There were recent prescriptions sent to another Goofmart pharmacy that day, but they weren't for Dilantin.

What I said to her was "I'm confused" why the other prescriptions were sent to the other Goofmart pharmacy and why neither of them were Dilantin. Then I suggested, "Maybe your husband's DOCTOR was confused," what he was supposed to prescribe, and where he was supposed to e-script the Dilantin. At NO TIME did I suggest, hint, or say that the patient or his wife was confused.

I was able to verify the strength of the medication and give her a three day supply. To my knowledge she left happy, and then I get this bullcrap complaint.

I honestly don't know why people do this. At some point, something I said ticked off this lady and she decided to "get even" with me by making up "details" that didn't actually happen. I guess that makes a complaint seem more valid?

Let's discuss the "had to" transfer comment. There's literally 5 Goofmart Pharmacies between the patient's address and the store they chose that's 10 miles away. Does it make it seem more sad by making the other pharmacy so far away? Does it make the complaint more legitimate? It's just odd and even the pharmacy director admitted that.

The problem is that when you lie in a complaint about someone in retail it truly does affect their career. You're screwing with someone's life over something incredibly stupid. And yeah, that pisses me off. 

I will freely admit that the past several weeks have been ridiculously stressful because of the lack of tech hours and during the crunch times we work fast to move people in and out of the pharmacy. There's not a lot of time to discuss the weather or what's for dinner. Get 'em filled and get 'em out. 

After I figured out who was making the complaint, I do recall the ONE TIME this lady was in the pharmacy. It was the dinner hour, I was ALONE without a tech, and there was a long line of people. The Dilantin she wanted for her husband was NOT on the shelf. Someone somewhere dropped the ball, probably his physician, and I didn't know all the details. I didn't have time to track it all down right then and find out the reason why it wasn't e-scripted to my pharmacy or why it wasn't e-scripted at all. My fast solution was to get her husband a three day supply until I was able to get it straightened out.

And once again, I was punished for doing the right thing.


Anonymous said...

The whole mentality of 'the customer is always right' and corporate's obsession with 'customer service' while cutting every last resource they can in their mad rush to turn a profit makes my head spin most days.

CrazyRxMan: You're lucky your DM even spent the time to get your side of the story. Most retail outlets will just write you up, force you to apologize to the customer then force you to hand over a gift card while resisting the urge to leap over the counter to throat punch said customer.

The complete lack of common sense is disappointing to say the least. Cut hours but still expect the now chronically, short-staffed pharmacy to provide excellent customer service. The mentality of 'you simply have no other choice. find a way or i'll find someone who will' has created a culture of fear in retail pharmacy.

Congratulations corporate, you've successfully destroyed an entire healthcare profession just so you can pad your bottom line.


Whatever, may I help who's next?

Unknown said...
This comment has been removed by the author.
Unknown said...

How were you able to verify the Dilantin? Without there being an Rx??

Crazy RxMan said...

She had a recent empty bottle of the medication from another pharmacy chain.

Anonymous said...

There are two things I know for a fact. First-everybody's crazy. Second-everybody lies. Those two facts explain 99% of human behavior.