Dealing with a patient who’s angry or frustrated is a part of delivering customer service. While it’s not comfortable, it’s a valuable skill to have in your independent pharmacy.
The most common pharmacy scenarios include:
- The prescription isn’t ready
- The medication needs prior authorization
Customer service is what keeps your pharmacy successful and afloat. But if you don’t have patients, you don’t have a pharmacy.
Here are some ways to calm a patient down and make things right for them.
Open your ears.
Always pay attention to what they’re saying. Active listening skills come in handy when you’re trying to understand what they’re upset about. Show your patient that they have your undivided attention. Eye contact and open body language are also important. Ask them open-ended questions, and once you’ve gathered information, respond.
Keep your cool.
It can be easy to let your emotions go astray. Don’t take things personally and argue. Be professional and treat your patients with kindness.
Say you’re sorry.
Let your patient know you feel their frustration, or that you wish there was something else you could do to make it right. When you apologize and empathize, it helps diffuse an argument.
Rethink the situation.
Show your angry patient that you’re on their side. You can try redirecting your patient’s frustration by making it an us-versus-them situation. And if their insurance refuses to cover the medication, remind the patient that they can contact the insurance company.
Protect yourself and your staff.
You never know when someone will get out of control and raise their voice or start throwing things. When situations are out of control, it’s time to think about the safety of everyone. Speak up and tell the patient to leave the pharmacy, and if they refuse, call 911.
Calming a patient who is upset may be stressful, but it’s a useful skill. Patients may be stressed due to their health, their family, or personal issues. So, always use empathy, actively listen, and don’t take it personally. Your patients may be going through a stressful health problem or personal issues. So, train your staff how to handle angry customers with tact. Don’t be afraid to tell the patient to leave or call the police if they become abusive.
A Member-Owned Company Serving Independent Pharmacies
PBA Health is dedicated to helping independent pharmacies reach their full potential on the buy-side of their business. Founded and run by pharmacists, PBA Health serves independent pharmacies with group purchasing services, wholesaler contract negotiations, proprietary purchasing tools, and more.
An HDA member, PBA Health operates its own NABP-accredited warehouse with more than 6,000 SKUs, including brands, generics, narcotics CII-CV, cold-storage products, and over-the-counter (OTC) products — offering the lowest prices in the secondary market.
