When patients test your patience

A career as a pharmacy technician fell in my lap, so to speak. It started as a college program that was selected because it seemed like the best option for job security and turned out to be my path to success and a promising future. Not to say that I didn’t work my a-s-s off to get where I am today, but it wasn’t a field I selected out of my desire to help people. The joy of helping others developed once I was actually working, which made the decision between hospital, long-term care or community pharmacy a very simple one. Knowing that someone is genuinely appreciative for the way I go above and beyond to achieve the best outcome fuels my devotion for doing so day after day. But what do you do when your patients are less than satisfied, despite all of your hard work… Read: Health workers are facing record levels of violence Hopefully all of us have come across those truly grateful customers and experienced the warmth their thankfulness brings. Sadly enough, I know that we have all had those encounters with the difficult, demanding and sometimes outright rude customers. In retrospect, some of the stories I could tell you are funny, but at the time, biting my tongue was the only thing preventing me from acting unprofessionally and voicing how I really felt. I’m ashamed to admit, I’ve even lost my temper once or twice—something I deeply regret. Although it is unlikely anyone else would recall the sharpness in my tone or the frustration in my voice, I still wish I could have exercised more patience. Challenging customers are a breed all their own. They expect more than possible, faster than imaginable and without a speck of appreciation. Read: Is laughter really the best medicine? Some helpful tips for keeping your cool: Stay calm (or at least present a calm demeanour). Don’t take it personally or let yourself get emotionally involved in the conflict. Try to determine why they’re upset. Is it something that you can resolve? Let things go in one ear and out the other. Have empathy and keep in mind that your patient may be going through something that is affecting their ability to speak or act in an appropriate manner. Remember: most people don’t understand what goes into filling a prescription. The multi-layered process may seem as simple as “slapping a label on a box” to them and only we know different. The customer isn’t always right. Don’t be afraid to hold your ground in a firm but polite manner. Disengage. Walking away may not seem like the best option but when all else fails, remove yourself from the situation. If necessary, refer to a pharmacist or manager. The last one is particularly hard for me, since I try my best to reduce the workload for my pharmacists, but some situations need a higher level of authority or a neutral party to achieve a solution. I am not someone who leaves difficult tasks for another to deal with, so passing off an unruly customer isn’t the resolution I prefer when faced with encounters of this sort. However, I can admit when I need help or cannot handle things on my own and I will ask for assistance. Unfortunately, there is no “one size fits all” answer for an angry or rude patient. What may have worked the last time you dealt with this person could aggravate them this time. The key to each option is keeping your cool and staying calm. If you’re unable to solve the issue even after trying your very best, there is no shame in referring things to the pharmacist, the pharmacy manager or if appropriate, the store manager. No matter how much we try our very best, we can’t please everyone. Hopefully some of these tips help de-escalate any potential disputes. At the very least, knowing you did what you could, while remaining professional, is a success in itself and one that you should be proud of! Alicia Levman is a pharmacy technician at Lancaster Wellness Pharmacy, a compounding pharmacy in Kitchener, Ontario.

When patients test your patience

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