Michelle Lyons writes about some of the most common issues when helping customers at the pharmacy counter.
We stand there over the counter, the middle person, the messenger, the one who some customers think it’s okay to hurl abuse at, threaten to catch us on our way home, show us what’s what! And for what reason, you ask? What did we do? It’s as simple as saying the word ‘No’. No to what they’re asking for, to them not acting like the adult they are, but resembling a spoiled child.
Don’t get me wrong, this customer is in the minority — the majority of people really do restore your faith in humanity and are kind, considerate, patient and understanding, making the day go by with more smiles than anxious tension.
In this little article, I’m going to highlight just a few of the grievances we face holding down the fort on a daily basis.
HUMAN LIE DETECTORS
The ‘stuck in the mud’ kind of customers, where the conversation usually starts with: ‘I’ve seen this on the telly and Mary or Bob from down the road have used it, sure it worked for them, so I’ll take that.’ Never mind that they haven’t the first clue what they’re taking. When we’re asking the symptoms and if any are on any medications, they just don’t want to hear it. They don’t mind that it’s not the right product for them, let alone not safe for them to take, but ‘hey, Mary/ Bob took it, so I want it, end of’!
I have to give a shout-out to the sneaky divils who like to hide what medications they’re taking. They know what they want to take, and even in some circumstances, you actually know what meds they’re on, but they maintain that poker face whilst saying they’re not taking anything. We become human lie detectors, staring complete strangers down, looking to spot any flinches in their behaviour that tell us that that’s not the complete truth — all in the hope that they listen to the advice given and make the educated decision to leave behind what they’re not supposed to be taking.
The customer isn’t always right, and sometimes they just don’t like being told.
CONSTANT LESSONS
The ‘every day’s a school day’ folk: The constant lesson on how the different schemes work, and why you can’t get a six-month supply for the €80 per month drug payment scheme. ‘Why do you have to pay the €1 or €1.50, because aren’t the Government paying for that?’ ‘Is that not covered on the LTI?’ It would make it so much easier for us if people just read the letter that comes attached with the cards for each scheme, listing the entitlements that come with the scheme, instead of giving out to us.
‘It’s not my fault, it’s your fault!’ ‘Why didn’t you tell me my prescription was up?’ ‘Why didn’t you ring the doctor and ask for it for me?’ Sometimes you feel like saying ‘we’re not your parents’, and some accountability has to be taken for one’s self here. Yes, we mail the doc for you, but you can do that too!
There’s the sleeping beauties that just want to close their eyes, and escape the daily grind of life, just wanting to numb any thoughts going round inside their heads/heart and drift off into a more euphoric state, with the help of the ‘night nurse’ hoping to have a good Nytol. All of whom bring their own dangers, but still not that much to be considered for a prescription.
‘THOSE’ MEDICATIONS
Then comes the biggest headache of all: ‘Those’ meds that give you a little bit of something you never knew you needed. Those that can destroy lives, or leave your family members saying their last goodbyes. ‘Those’ meds that are regulated but not too regulated, so you can still buy them over the counter. ‘Those’ meds that have turned a once normal person into a cunning, deceitful pharmacy-hopper. Traipsing from pharmacy-to-pharmacy, spending a fortune each week to maintain their addiction, all while trying to hide their addiction to their regular pharmacy personnel.
‘Those’ meds that cause countless standoffs between staff and customers. ‘Those’ meds that you try protect people from offer them so many different alternatives, so they can do/be better (that’s the wish). But how can you do that when they know the questions that are expected to be asked — heck, they know the answers before you’ve even got the questions out! The excuses are ready for why they can’t use anything else but codeine, swearing to whatever god they believe in that this is the only thing that works. And let’s face it, ‘those’ meds are the only thing that’ll fix their need.
Standing on the other side of the counter can open a world of emotions for a pharmacy sales assistant. You want to help people, steer them in the right direction to make safe and educated decisions about their bodies and what they’re putting into them. Hoping that some day it might just sink in and they get the proper treatment plans to live a happier, healthier, more fulfilled life.