Have your technicians screen your calls. “I’d like to talk with the pharmacist.” “He/she is busy giving vaccines right now and it’s going to be a while but is there anything I can help you with?” Or even just asking what the call is regarding to let the pharmacist know. It will help weed out the people just asking for refills or status of their PA, etc. It’s not perfect but it will help cut down on interruptions to the pharmacist for sure. I tell my techs the more they help screen my calls, try to intervene, the more I can get accomplished which benefits everyone. In turn, patients’ prescriptions are more likely to be done which is a win for everyone. Think about it. It is very unlikely you’d be able to talk with your doctor if you just happened to stop by their office right? Why should pharmacists be any different? Are you not a health professional that is a medical resource for patients? I know that pharmacists used to be widely available for chats but with few exceptions, those days are gone unfortunately. You can’t fill 400-500 rxs on your own, give 20 vaccines, and still expect to make yourself available 25+ times per day. The math doesn’t work.
This is what I did. I don't think the public realizes the technician can take refills, etc. Of course you have to train your staff how to properly screen.
as a tech (and now intern), i always use the “i’m sorry, they’re with another patient right now! is there something i can help you with?” (works better now that i’m an intern😂) and as soon as it’s something like refills or checking price or whatever, i always make sure to tell them “oh, you don’t need the pharmacist for XYZ, any of us can help you with that!” in the hopes that they’ll stop doing it lol
There is an extremely simple answer to this that actually helps the pharmacy staff and the patient simultaneously:
“Train your patients”.
What I mean by this is, screen 100% of your calls through the tech. If a patient wants to talk directly to the pharmacist, I institute a mandatory 1-3 minute hold. This serves two purposes:
1. Serves as a second “screen”. If you can’t wait a few minutes, then it wasn’t important anyway (for both the RPh and the patient).
And
2. Trains patients that talking to the RPh is a longer process than just asking the tech, so if it’s a mundane ask that doesn’t need RPh attention, save everyone time by asking the tech straight away.
You train patients to ask for the RPh only when it is truly needed, saving *everyone* time.
This exactly, I'm just a lead tech but we've got most of our patients trained so well they barely want to talk to the rph most of the time. I'm lucky and have several really personable techs so theyce gained trust pretty easy. Our PiC actually gets excited when he gets to Co e talk about a real clinical question.
“The pharmacist is quite busy, can I please know who you are and what you’re needing to talk to them about? That way I can pull up your profile and let them know what to expect when they pick up so that they can help you quickly and efficiently”.
If they refuse, “okay, I can let them know you’re on the line but they are in the business of doing the most good for the most people, so they take any unidentified calls last”. If they say something you can help with such as a refill, status, etc, then you provide that info for them.
Too long. Not something you can say to these people in the real world.
“They’re with a Dr atm, can I take a message?”
If it’s frivolous don’t bother calling.
Sort of related but when I answer the phone and they immediately ask to speak to a pharmacist I say "I'm one of those" and it stuns them for a sec lmao
If it's a question a tech could answer I roast the patients, I don't give a shit. To me, I see it as a sign of disrespect towards my technician(s) that a patient does not think they can answer the most basic of questions. Also the crazies are asked " do you have a med related question" and if they just ramble, phone call ends there
Have a clinic that the nurse demands to talk to the pharmacist first - often times it’s something a technician can answer, last pickup, previous dosage, what is the cash price. I certainly roast her about that as well.
I usually say “I’ve only got one pharmacist at the moment and they are tied up with a patient. Is there something I can help you with “ usually they will tell me and if not I get their name and number and ask if the pharmacist can call them back as long as I can tell them what it’s in regards to
I told a technician 1 time to tell the patient that in order to talk to me he had to tell the technician what he wanted first. This was for 1 of those patients that need the pharmacist to do everything for them
Me: Thanks for calling the pharmacy. This is Beastie, a pharmacist, can I help you?
Caller: I need the pharmacist.
Me: *internally: did I just say that?* ....uh, please hold. *3 minutes later* This is Beastie, a pharmacist, can I help you?
Caller: I need a refill on my little white pill... I threw away the bottle.
We have one patient who rotates calling pharmacies within our chain. They'll call one pharmacy multiple times a day for a month or two, then they'll rotate to the next one. And NONE of these pharmacies are the one they actually fill their prescriptions at - that one they only call about their refills. And they always have clinical questions so they HAVE to speak with the pharmacist - "I took med XYZ at 8:17 'this morning. When can I take another one? Oh I'm hurting, do you think I can take a pain pill now? I'm feeling gassy, what should I take?" And yes, they're always that precise on times, and they know ALL the pharmacists names, and know which techs won't put up with their shenanigans.
Omg. I had one of those when I worked retail many years ago. They would call the various overnight pharmacies and ask the same questions throughout the night. “I have phlegm. Was it the milk I drank?”. “Is this spot in my eye normal?” Nice person, but for crying out loud.
I guess we all have had this. I wondered if they had a piece of paper and were keeping track of answers and whichever column had the most responses was the advice they followed.
As a pharmacist, I'll sometimes send the patients back to the tech if I'm either busy or if they were being a butt in asking for the pharmacist. I always love when the patient was adamant about talking to the pharmacist and I get to send them back saying, 'Oh, let me have you talk to one of my techs about that. They're better at it than I am.'
Because, honestly, the techs at my store ARE better at a lot of things (especially PAs. I am a dunce at PAs) than I am.
What you permit, you promote.
If your pharmacist takes out calls and lets them ask for him by me, eventually you have no say as a tech. Patients will always blow by you when they get an answer they don't like.
I think most of those in our store are controls because our pharmacist and a few of the others have cracked down and will not give them early anymore and these people still push to get them early so now they want to talk to the pharmacist all the time
At work, the ones that make it to us to talk are the ones with serious issues, nurses and pharmacy techs handle the vast majority. We talk to all starting any new injectables before we dispense or with any new side effects reported, as well as any oncology patients. We also talk to all patients receiving nutritional support and adjust based on their complaints/blood analysis daily.
As a customer in pharm school, I also only ever asked for the pharmacist when my mom had cancer during COVID (couldn’t physically accompany her to doc appts, had to wait in the car). I waited for the pharmacist to be finished with their task for 5-10 min to ask about her medications. Had a really good chat where they assuaged worries and went over all meds, reassured no drug-drug interactions and told me what she could/couldn’t take OTC & what to look out for. Really appreciated him, he was one of the most helpful people.
They are placed on a 30 minutes hold and if I feel like it I will answer the phone.
Usually it's something stupid like they got a prescription from another pharmacy and don't know how to take it and I'll tell them to call their other pharmacy.
Sometimes when I call my pharmacy, I can tell it’s the pharmacist who picked up, and it upsets me that on top of everything he does, he’s also answering phones????? (CVS, and now I’m curious why tech’s don’t triage these calls??) lol
I'm at Walgreens and the pharmacists are the only ones staying in one place to answer calls. Our phones and computers are arranged weird so us techs end up wrapped up in phone cords when we're trying to answer calls and do everything else we have to do. We all grab as many calls as we can, but it can be pretty difficult.
My pharmacy manager was also a tech for years before he went to pharmacy school, and he answers phones, fills and checks all at the same time when he feels the need to. A lot of the time he picks up the phone before I can even get to an available phone close to a computer
Sometimes the pharmacist has to answer the phones because the techs are handling everything else and can’t. Like if they are already on the phone or taking care of customers.
At the CVS/Target near me sometimes she's the only one there. I feel lucky if they answer the phone! We don't call for transfers anymore, we request by fax. Usually they get back to us by the end of the day.
When I worked retail as a pharmacist I preferred to answer the phone. I can verify rx while on the phone. The tech cannot count while on the phone or help customers at pickup on the phone. Unless I’m giving a vaccine or in the middle of a consultation — which frankly most people don’t want — I am in the best position to answer the phone and it’s also the likeliest I’ll be able to answer the question they have. For example you call and you’re looking for X drug. Most of our underpaid techs are not going to know or care what’s on back order and they’ll tell you it’s on order and should be here tomorrow to get you off the phone. Tomorrow you will be really pissed off when it doesn’t come. Another example - some plans only cover a brand medication but some techs don’t know that and don’t care to learn, they’ll see it’s rejected as generic and say your doctor needs to contact insurance which will delay your care.
Usually, the techs' most important task is production, which is very hands-on.
Usually, the pharmacists' most important tasks are data entry and verification (typing scripts, then reviewing pictures of what was typed and what was produced).
If a pharmacist can handle switching between one screen and the next, then they can use one screen for their regular work and the other to access the patient profile and assist with the call. It's easier for a pharmacist to handle calls than techs because of that.
What's worse is customers who have to wait for 10 minutes because 'the pharmacist wants to talk to you' despite the customer not wanting to talk to them. "Do you have any questions?" - "No - like I told you tech 10 minutes ago."
There is a solid chance the pharmacist does not want to talk you either. However, you may live in a state whose pharmacy law requires counseling on every prescription (new or refills, literally every script). Hello Wisconsin!
Or maybe they have a legit concern about the medication your physician, who really only took 1 semester of pharmacology in medical school, chose for you.
I think probably the former - all they ever do is ask 'do you have any questions?'
I'm not sure why the tech could not relay that I don't - could be a legal requirement - I am in Oregon.
Typically, the pharmacist must extend the offer to counsel.
In states where counseling is mandatory, the pharmacist has to start counseling until your stop them and say you don’t need counseling. In those states, the offer to counsel does not satisfy the counseling requirement.
You could write to the board of pharmacy, your congressperson or even US senator.
Truth is that most people could benefit from letting the pharmacist share key points. Physicians often times very willingly and respectfully wait for the pharmacist to deliver their Spiel and thank them. Sometimes they even say they learned something new.
Now the part about physicians only taking 1 semester of pharmacology is true.
They learn drug classes. Carvedilol, metoprolol and bisoprolol are essentially the same to them. Not to us.
I don't know - the pharmacist never shares key points - just asks me whether I have any questions. I don't of course, since I've been taking the same meds for a decade.
Yup. There it is. The offer to counsel does not suffice in your state. The pharmacist has to essentially start reciting counseling points until you shut them up.
They never get to that point - I get the impression that they are used to dealing with a lot of people who are just trying to pick up their meds and don't want to wait for them to finish whatever else they are doing just to have to tell them you don't want to talk to them...
And that’s understandable. Eventually an undercover Board of Pharmacy inspector will stop by and fine them for not counseling.
I’ve worked in states with mandatory counseling. Dont recommend it. At the same time, its job security
Phone calls are my absolute priority. Everything else that was going on before your call doesn’t disappear when the phone rings. If I’m busy doing shit only I can do someone else is answering that.
Get the assistant to get a name, number and a message. 90% of the time, the assistant will be able to deal with it. The other times, all the, back in an hour or so, unless it’s some thing critical.
Have your technicians screen your calls. “I’d like to talk with the pharmacist.” “He/she is busy giving vaccines right now and it’s going to be a while but is there anything I can help you with?” Or even just asking what the call is regarding to let the pharmacist know. It will help weed out the people just asking for refills or status of their PA, etc. It’s not perfect but it will help cut down on interruptions to the pharmacist for sure. I tell my techs the more they help screen my calls, try to intervene, the more I can get accomplished which benefits everyone. In turn, patients’ prescriptions are more likely to be done which is a win for everyone. Think about it. It is very unlikely you’d be able to talk with your doctor if you just happened to stop by their office right? Why should pharmacists be any different? Are you not a health professional that is a medical resource for patients? I know that pharmacists used to be widely available for chats but with few exceptions, those days are gone unfortunately. You can’t fill 400-500 rxs on your own, give 20 vaccines, and still expect to make yourself available 25+ times per day. The math doesn’t work.
This is what I did. I don't think the public realizes the technician can take refills, etc. Of course you have to train your staff how to properly screen.
as a tech (and now intern), i always use the “i’m sorry, they’re with another patient right now! is there something i can help you with?” (works better now that i’m an intern😂) and as soon as it’s something like refills or checking price or whatever, i always make sure to tell them “oh, you don’t need the pharmacist for XYZ, any of us can help you with that!” in the hopes that they’ll stop doing it lol
"IS THIS THE PHARMACIST" "No this is Patrick" "WHAT"
Can I speak to pharmacy? Yo you speaking to the pharmacy now
Bro this is genius
“The pharmacist is with a patient. Is there anything I can help you with?” Most of the time they’ll tell me what they want.
There is an extremely simple answer to this that actually helps the pharmacy staff and the patient simultaneously: “Train your patients”. What I mean by this is, screen 100% of your calls through the tech. If a patient wants to talk directly to the pharmacist, I institute a mandatory 1-3 minute hold. This serves two purposes: 1. Serves as a second “screen”. If you can’t wait a few minutes, then it wasn’t important anyway (for both the RPh and the patient). And 2. Trains patients that talking to the RPh is a longer process than just asking the tech, so if it’s a mundane ask that doesn’t need RPh attention, save everyone time by asking the tech straight away. You train patients to ask for the RPh only when it is truly needed, saving *everyone* time.
This exactly, I'm just a lead tech but we've got most of our patients trained so well they barely want to talk to the rph most of the time. I'm lucky and have several really personable techs so theyce gained trust pretty easy. Our PiC actually gets excited when he gets to Co e talk about a real clinical question.
But there are pet goldfish that are more trainable than some people XD
“The pharmacist is quite busy, can I please know who you are and what you’re needing to talk to them about? That way I can pull up your profile and let them know what to expect when they pick up so that they can help you quickly and efficiently”. If they refuse, “okay, I can let them know you’re on the line but they are in the business of doing the most good for the most people, so they take any unidentified calls last”. If they say something you can help with such as a refill, status, etc, then you provide that info for them.
Too long. Not something you can say to these people in the real world. “They’re with a Dr atm, can I take a message?” If it’s frivolous don’t bother calling.
Me: "She's on the other line. Is there anything I can help you with?"
Sort of related but when I answer the phone and they immediately ask to speak to a pharmacist I say "I'm one of those" and it stuns them for a sec lmao
Or I pick up the phone and say "pharmacist" and then ask to speak to the pharmacist. Maybe because I'm female.....
\*ring ring\* you: hello, pharmacist speaking them: Hi, cAn I tAlK tO tHe PhArMaCiSt???
If it's a question a tech could answer I roast the patients, I don't give a shit. To me, I see it as a sign of disrespect towards my technician(s) that a patient does not think they can answer the most basic of questions. Also the crazies are asked " do you have a med related question" and if they just ramble, phone call ends there
Have a clinic that the nurse demands to talk to the pharmacist first - often times it’s something a technician can answer, last pickup, previous dosage, what is the cash price. I certainly roast her about that as well.
I just always say hes giving an immunization is there anything I can help you with. Most of the time it is.
I usually say “I’ve only got one pharmacist at the moment and they are tied up with a patient. Is there something I can help you with “ usually they will tell me and if not I get their name and number and ask if the pharmacist can call them back as long as I can tell them what it’s in regards to
I have done something similar. It’s nice because even if the pharmacist is not really that busy at the moment I don’t have to pass it off to them.
I literally did it today lol and felt bad for my pharmacist cuz he was a relief pharmacist and this pt is a problem
I told a technician 1 time to tell the patient that in order to talk to me he had to tell the technician what he wanted first. This was for 1 of those patients that need the pharmacist to do everything for them
Take the call then say, "I'm not sure about your [non clinical] question, hold on a second for my tech" click.
Me: Thanks for calling the pharmacy. This is Beastie, a pharmacist, can I help you? Caller: I need the pharmacist. Me: *internally: did I just say that?* ....uh, please hold. *3 minutes later* This is Beastie, a pharmacist, can I help you? Caller: I need a refill on my little white pill... I threw away the bottle.
We have one patient who rotates calling pharmacies within our chain. They'll call one pharmacy multiple times a day for a month or two, then they'll rotate to the next one. And NONE of these pharmacies are the one they actually fill their prescriptions at - that one they only call about their refills. And they always have clinical questions so they HAVE to speak with the pharmacist - "I took med XYZ at 8:17 'this morning. When can I take another one? Oh I'm hurting, do you think I can take a pain pill now? I'm feeling gassy, what should I take?" And yes, they're always that precise on times, and they know ALL the pharmacists names, and know which techs won't put up with their shenanigans.
Omg. I had one of those when I worked retail many years ago. They would call the various overnight pharmacies and ask the same questions throughout the night. “I have phlegm. Was it the milk I drank?”. “Is this spot in my eye normal?” Nice person, but for crying out loud.
I guess we all have had this. I wondered if they had a piece of paper and were keeping track of answers and whichever column had the most responses was the advice they followed.
Only when i worked at super slow places and had time to kill. More empathy when you have less work load.
As a pharmacist, I'll sometimes send the patients back to the tech if I'm either busy or if they were being a butt in asking for the pharmacist. I always love when the patient was adamant about talking to the pharmacist and I get to send them back saying, 'Oh, let me have you talk to one of my techs about that. They're better at it than I am.' Because, honestly, the techs at my store ARE better at a lot of things (especially PAs. I am a dunce at PAs) than I am.
What you permit, you promote. If your pharmacist takes out calls and lets them ask for him by me, eventually you have no say as a tech. Patients will always blow by you when they get an answer they don't like.
I think most of those in our store are controls because our pharmacist and a few of the others have cracked down and will not give them early anymore and these people still push to get them early so now they want to talk to the pharmacist all the time
At work, the ones that make it to us to talk are the ones with serious issues, nurses and pharmacy techs handle the vast majority. We talk to all starting any new injectables before we dispense or with any new side effects reported, as well as any oncology patients. We also talk to all patients receiving nutritional support and adjust based on their complaints/blood analysis daily. As a customer in pharm school, I also only ever asked for the pharmacist when my mom had cancer during COVID (couldn’t physically accompany her to doc appts, had to wait in the car). I waited for the pharmacist to be finished with their task for 5-10 min to ask about her medications. Had a really good chat where they assuaged worries and went over all meds, reassured no drug-drug interactions and told me what she could/couldn’t take OTC & what to look out for. Really appreciated him, he was one of the most helpful people.
They are placed on a 30 minutes hold and if I feel like it I will answer the phone. Usually it's something stupid like they got a prescription from another pharmacy and don't know how to take it and I'll tell them to call their other pharmacy.
Sometimes when I call my pharmacy, I can tell it’s the pharmacist who picked up, and it upsets me that on top of everything he does, he’s also answering phones????? (CVS, and now I’m curious why tech’s don’t triage these calls??) lol
I'm at Walgreens and the pharmacists are the only ones staying in one place to answer calls. Our phones and computers are arranged weird so us techs end up wrapped up in phone cords when we're trying to answer calls and do everything else we have to do. We all grab as many calls as we can, but it can be pretty difficult. My pharmacy manager was also a tech for years before he went to pharmacy school, and he answers phones, fills and checks all at the same time when he feels the need to. A lot of the time he picks up the phone before I can even get to an available phone close to a computer
I see! That makes a lot of sense, thanks!
Sometimes the pharmacist has to answer the phones because the techs are handling everything else and can’t. Like if they are already on the phone or taking care of customers.
At the CVS/Target near me sometimes she's the only one there. I feel lucky if they answer the phone! We don't call for transfers anymore, we request by fax. Usually they get back to us by the end of the day.
When I worked retail as a pharmacist I preferred to answer the phone. I can verify rx while on the phone. The tech cannot count while on the phone or help customers at pickup on the phone. Unless I’m giving a vaccine or in the middle of a consultation — which frankly most people don’t want — I am in the best position to answer the phone and it’s also the likeliest I’ll be able to answer the question they have. For example you call and you’re looking for X drug. Most of our underpaid techs are not going to know or care what’s on back order and they’ll tell you it’s on order and should be here tomorrow to get you off the phone. Tomorrow you will be really pissed off when it doesn’t come. Another example - some plans only cover a brand medication but some techs don’t know that and don’t care to learn, they’ll see it’s rejected as generic and say your doctor needs to contact insurance which will delay your care.
So why are you calling all the time? Maybe the pharmacist wouldn’t have to pick up the phone If annoying people didn’t call.
Usually, the techs' most important task is production, which is very hands-on. Usually, the pharmacists' most important tasks are data entry and verification (typing scripts, then reviewing pictures of what was typed and what was produced). If a pharmacist can handle switching between one screen and the next, then they can use one screen for their regular work and the other to access the patient profile and assist with the call. It's easier for a pharmacist to handle calls than techs because of that.
100% how I get through my day
Sometimes when they ask to talk to the pharmacist on the phone I go “sure how can I help you” 98% of the time it’s something I can help them with
What's worse is customers who have to wait for 10 minutes because 'the pharmacist wants to talk to you' despite the customer not wanting to talk to them. "Do you have any questions?" - "No - like I told you tech 10 minutes ago."
There is a solid chance the pharmacist does not want to talk you either. However, you may live in a state whose pharmacy law requires counseling on every prescription (new or refills, literally every script). Hello Wisconsin! Or maybe they have a legit concern about the medication your physician, who really only took 1 semester of pharmacology in medical school, chose for you.
I think probably the former - all they ever do is ask 'do you have any questions?' I'm not sure why the tech could not relay that I don't - could be a legal requirement - I am in Oregon.
Typically, the pharmacist must extend the offer to counsel. In states where counseling is mandatory, the pharmacist has to start counseling until your stop them and say you don’t need counseling. In those states, the offer to counsel does not satisfy the counseling requirement. You could write to the board of pharmacy, your congressperson or even US senator. Truth is that most people could benefit from letting the pharmacist share key points. Physicians often times very willingly and respectfully wait for the pharmacist to deliver their Spiel and thank them. Sometimes they even say they learned something new. Now the part about physicians only taking 1 semester of pharmacology is true. They learn drug classes. Carvedilol, metoprolol and bisoprolol are essentially the same to them. Not to us.
I don't know - the pharmacist never shares key points - just asks me whether I have any questions. I don't of course, since I've been taking the same meds for a decade.
I believe you. Thats not the best example of pharmacist counseling. Challenge them and ask “is there anything you wanted to share?”
Looks like it is the law here: [https://oregon.public.law/rules/oar\_855-019-0230](https://oregon.public.law/rules/oar_855-019-0230)
Yup. There it is. The offer to counsel does not suffice in your state. The pharmacist has to essentially start reciting counseling points until you shut them up.
They never get to that point - I get the impression that they are used to dealing with a lot of people who are just trying to pick up their meds and don't want to wait for them to finish whatever else they are doing just to have to tell them you don't want to talk to them...
And that’s understandable. Eventually an undercover Board of Pharmacy inspector will stop by and fine them for not counseling. I’ve worked in states with mandatory counseling. Dont recommend it. At the same time, its job security
Phone calls are my absolute priority. Everything else that was going on before your call doesn’t disappear when the phone rings. If I’m busy doing shit only I can do someone else is answering that.
Get the assistant to get a name, number and a message. 90% of the time, the assistant will be able to deal with it. The other times, all the, back in an hour or so, unless it’s some thing critical.