When anyone talks about Hospital pharmacists,
it’s not only about dealing with medicines. It is necessary to understand the
system of the hospital and dealing with the patients as a whole. It is a learning
process and we tend to learn new things each and every day.
Hospital pharmacists come across different
people during day to day affairs. How they deal with them is very important as
it is directly linked with the reputation of the hospital. However there is no
such rule or method of dealing with people visiting the pharmacy as it depends
on the capacity, knowledge and behavior of the pharmacists. But polite behavior
with a combo of smile adds to the persona of a pharmacist.
Below
are the types of customers that pay a visit to the Hospital Pharmacy.
Regular customer: These are the one who come to purchase the old medications and know how
to take them. They are probably recognizable and are easy to deal with.Just smile and provide the medicines.
Have a short Outside talk in between if you have time.
Curious customer: These are over curious about their diagnosis and the medications that
they need to take. They want every detailing of medicine from dose,
pharmacological uses, side effects and time to take it. Be up to date. Follow
the prescription while counselling and never overdo with your explanation. The
less you explain the less chance of creating mistakes. Some things are hidden
from the patients for effective treatment, never revel that secret.
Emergency
Patient: Topmost
priority should be given to such patient. The way of reacting to emergency
situation is directly related to the life and death of the patient.
Investigator: These are the one who comes
just to investigate about the availability of medicines. These may also be the
Medical Representatives (M.R) who come to know about the condition of their
products. Help them if you are free.
Opportunists: Some of the customer see opportunity to steal the medicines and surgical
items. They sometimes come in group with planning and distract the pharmacist
to fulfil their desire. Be careful of these kind. Handover the medicines only
after the bill is paid.
Drug abuser:
Common visitors who ask for syringes or narcotic medicines. They pretend to be
in serious need of the medicine. They show false prescription with stolen
signature of the prescriber. While asking for the syringes, they try to fool
the pharmacist by claiming it to be needed for veterinary purposes. Deal with
them with care. Speak politely and pretend about the unavailability of the
medicines or syringes. Unethical use of narcotics is strictly prohibited and
doing it is a criminal act.
Salesman/ Exchanger: These group of customers generally bring medicines for
exchange purposes. They ask the pharmacist to give some other medicines by
exchanging with their medicines. They even ask for low price of their
medicines. Never do this. It’s against the ethics of pharmacy profession.
Talkative:
They come to buy the medicines in hurry and start talking over the mobile
phone. They are unavailable for quite a time and again come back in hurry. Also, some
customers start talking after giving the prescription to the pharmacist and do
not listen to what he says. Ask them to be serious.
Passive:
Some people come just to buy what the doctor has written. They do not know what
the medicine is for, how long to take and when to take. They even do not ask
about it to the pharmacist. Explain properly about the medicine and their use.
It is the duty of pharmacist to make them aware of what they need to do and
what not to do.
Discount crazy: This has become a culture nowadays. People ask for discount after every
purchases of medicines. Discount rate may however vary with type of medication
and the person who is buying it. Some people are just annoying as they start
giving lecture regarding high profits in medicine business and ask for high
discount.
Brand crazy:
These are conscious group in one way. But some are really crazy. People often
inquire whether same prescribed medicines are available or not. They do not
want to change the brands. This is logical in one way as the prescribed
medicines may be good: quality wise. But when this is not the case then it
seems crazy. People waste their precious time wandering in search of low quality
medicines as well. Duty of pharmacist is to convince them to change the brands.
But one must be sure in the quality of the substituted medicines.
Self-Doctor:
A person knowing something about disease and medicines act as self-Doctor. They
do self-diagnosis of their illness, self-prescribe the medicines; From OTC
medicines to antibiotics. This is really wrong act and we pharmacists should not
promote it. The diagnosis and treating part shall be handled by authorized
prescriber.
Intentionally Aggressive: Some people are really irritating, finding faults in the medicines
and complaining. They come with intention to create a hill out of moll. These people
should be handled with care. We should be calm and composed while dealing
with such customers. Our aggressive approach will create unnecessary discussions
which is not beneficial for the image of us and the pharmacy.
Economically Backward: Really, sometimes you get in a situation where a person
needs lot of medicines but does not have money to pay. Some people even borrow
money from relatives to cover up the medicine charges. You feel like helping but
you can’t. As a pharmacist you can provide certain discount to help them buy
the medicines.
Foreigners:
Have you ever been in a situation where you see a foreigner and start your
conversation in English but the foreigner replies in Nepali?? Common isn’t it?
While dealing with foreigners we should ask them whether they know Nepali language or
not? If yes than it is fine but if not we can converse in English. A sweet
smile adds flavor to the conversation. They are our guests, so give priority
to them so that they do not get entangled in a line of many people wanting
their medicines first. This will create positive image in them about Nepali
Pharmacists.
Hospital Staffs: These are the part of our hospital family.
VIP:
Doctors and other high ranked officers; from hospitals or government may
visit the pharmacy. They really do not have time for standing in a queue which actually does not look good. Their time is invaluable so they must be
given priority. Way of conversing is important while dealing with them.
Being relaxed and formal can help a bit. Nervous mind will make you commit
mistakes which is embarrassing.
It is quite surprising to see people being so reckless in buying medicines. They even do not bother to hear the proper way of
taking medicines. They spent lot of hours queuing for diagnosis in front of
physician room but do not show patience in front of pharmacy. Why don't they understand
the value of proper counselling? This has affected a lot in disease cure.
Wrongly taken medicines never help. Side effects are bound to
happen and result is longevity of illness. People should understand that counselling
is also an important part of getting cured. Now, with the addition of clause in
the constitution of Nepal 2072 regarding the rights to be aware about the
medicines, a patient takes for cure, we hope that more emphasis for counselling
will be given in future.
