Yesterday's Pharmacy Hero...

How many patients really approach the counter with the intent to just pick up their medication? I mean it, really... Most patients come to the pick-up counter to haggle over the price, act surprised that we didn't have their new insurance information that they didn't give us, be pissed because the refill they requested last year isn't still ready for them, to yell at us because their doctor's office didn't fax or call their refill in or to ask us to ring up their groceries. I've gone over what I'd really like to say to each pain-in-the-ass that approaches the counter with profound intent to waste our time...but, as you know, we really aren't allowed to be assholes back. Yesterday I had a patient become my hero...

So, patient Pain-in-the-Ass (PITA) gets to the counter to find that her prescriber has only called in one of her four medications...she's pissed (big surprise)..."I was sitting right there when he faxed my prescriptions! You got one, now where are the rest?!" My Assistant can't help her and tries to direct her to the next window where we can help her...PITA is not listening...she continues to bitch...

...the line behind her gets longer...

"What is wrong with this Pharmacy?! You always screw things up!" My Assistant tries to redirect again... "Look my name up again. I know it's here. I watched him do it!"

...the line is getting longer....

I look up her name and host her profile to find that her prescriber had faxed one of the missing prescriptions to a pharmacy in another city...

...the line is getting longer...

PITA comes to my window to continue her rant...so, I let her yell (so I can make an ass of her in front of everyone). When she's done I tell her that she is right...her prescriber did fax her prescriptions in, but only one and to the wrong pharmacy and that it is filled and has been waiting for her since yesterday. PITA demands to know where the other two prescriptions are...so I say (loud enough for all those who have endured her bullshit for the last 15 minutes to hear) "I have no idea where your Doctor chose to send your other prescriptions. He told you he was sending everything to me but chose to send one to me and one to Auburn...perhaps you should call him and ask him where he wanted you to go for the other two."

PITA goes back to the register to pick up the one prescription that is ready and proceeds to continue to bitch to my Assistant...ENTER MY HERO (old lady walking from the back of the line)....

HERO: Lady? Are you gonna pick that prescription up or what? You're holding up the line.
PITA: Yes, I'm trying.
HERO: Well why don't you do a little more trying and a little less complaining...we're tired of waiting on you!

When my HERO gets to the front of the line she says, "I'm sorry about that but she was just being ridiculous. I say what I want because I'm just too old to give a shit what anyone else thinks anymore."

...I can't wait to be that old...