Look at how many things in our society that is based almost exclusively by price ! You want to fly somewhere… do you check the safety records of the various airlines… maybe the on-time record? Mostly likely, if we are flying out of a major airport.. we go to one of websites that offer “discount travel”… Once you find the going price.. you may end of favoring one over another if there is little difference in the price or a departure/arrival time of one over the other.. but.. what do you look at first – PRICE ! You need gas in your car… do you pull up the GAS BUDDY app on your smart phone.. to find the lowest price.. or drive out of your way for a specific brand?
The insurance industry has pretty much taken the issue of price out of the equation and the $4 Rx pretty much covered the rest. We are encouraging people not to interact with us… the phone is answered by a automated attendant, we encourage 90 day supplies, and ordering/reordering via internet computer/smart phone and we will notify you via text/email when the Rx is ready.. and you don’t even have to get out of your car to pick up the Rxs. How less personal can we get?
Have we reached a point where our pt/customer interaction in more likely with a person, who has a problem with a change in co-pay, deductible, card, or they are trying to redeem some gift card, coupon(s) outside of limitations. One has to ask… why have we allowed ourselves to be put into the position of being the customer educator on things other than the medication and their overall health questions?
Once you have filled the Rx and consulted with the patient about their medication, isn’t balance of the transaction not that far removed from selling a bag of chips or gum? Beyond the simple explanation of what is due, shouldn’t any further explanation become a issue for store management?
Just think about it.. how many times have you had to deal with such such a customer and it is a no win.. so if Rx dept staff has to deal with such customers… you are taking away from the service that you could be giving to other pts/customers. While no pt/customer should get poor customer service, are those demanding outcomes that are unavailable/impossible… is it realistic to take valuable time aways from those waiting behind them?
Filed under: General dumb-ass problems
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