I was in a retail pharmacy today because a patient had an “incident” with a pharmacist which all stemmed from what turned out to be a simple misunderstanding but also a huge failure to communicate properly. I don’t think either one was to blame really, the pharmacist was trying to help and was trying to be diligent but the patient was frustrated for a number of reasons…the combination turned out to be a problem for both. The patient decided to bring hell and high water upon the pharmacist and the pharmacist just eventually shut down.
Enter me… I’m not sure which part I was intended to play, but I was either hell or high water… Anyway, after sorting through both sides of the story, hearing each person out, and then calming the brewing storm. It all got me thinking… Should regulatory agencies be responsible for enforcing customer service? Pharmacists today are more frustrated than ever (okay, that’s a bit of an assumption seeing as how I was never a pharmacist in the olden days, but work with me). Then there are the corporations on the other hand. They are trying to be more accessible now to us mere mortals, and always asking for “feedback” from their customers. I have heard that for every instance of positive feedback given there are something like 26 instances of negative feedback given, so obviously (if these stats are anywhere near accurate) then we’re sunk!
Okay I know those stats may be way off but my point is this – is it fair or right that a patient can or should take what may simply be a matter of customer service to a regulatory agency and expect them to take punitive action against a licensed practitioner?
My thoughts: Well, if it is something that is interfering with patient care and could potentially be a violation of the law, then yes of course! But what if they are just abusing a system that was meant to be more than just a mediator between patient and pharmacist? Who is out there regulating the patients who take advantage of the system? Now don’t get me wrong, I love my patients and their health, safety and welfare is my priority, but I doubt that any medical practitioner can say that they have not come across one or two that are just “not right”. Those are the ones that I wish could be “regulated”, if you will.











