15.4 Problem-Solving Abilities

Being a good problem solver for patients or workplace issues is an important asset for a pharmacy technician. You will often be the bearer of bad news to patients, such as an insurance claim denial, an expensive copayment, or an out-of-stock medication. Take the extra time to explain why a prescription cannot be filled or why it can be filled only partially or why it costs so much. Patients can tolerate inconvenient or disheartening news when the reasons are explained and are not personal. Solutions can then be sought.

For example, if a patient needs an out-of-stock medication, check with your supervising pharmacist and then offer to call neighboring pharmacies to find the medication. If another pharmacy has the medication in stock, arrange for the customer to pick up the prescription at that facility. If there is an insurance problem, offer to call the patient’s insurance company to find a resolution or—if you are busy—attempt an insurance override, or call the company later and advise the patient of the outcome (more counsel on solving insurance problems can be found in Chapter 8).

Following written or unwritten policies and procedures in the pharmacy can assist in problem solving, but there are still many situations where you will have to respond with a creative application of the strategies you have learned and with a willingness to help. You will also need such a frame of mind for resolving potential conflicts with fellow employees, supervisors, or management.

Handling Angry Customers

It is not uncommon to encounter angry customers. They may be angry prior to even coming into the pharmacy, for reasons unrelated to the pharmacy visit. A patient may have received a “bad” new diagnosis or prognosis on an existing disease for themselves or their child. Perhaps they have spent the last 16 hours at the emergency room at the hospital or have just been discharged from the hospital and had to drive 50 miles home through rush-hour traffic. Perhaps a couple has recently lost their jobs and health insurance. Or maybe they are just having a bad day—we have all been there.

A pharmacy technician overreacting to this situation may escalate tensions and worsen the situation in the presence of other customers. If you can remain level-headed when dealing with difficult patients and stressful situations, it will be beneficial to all concerned. See Table 15.2 for tips on handling angry customers.

Handling Conflicts with Coworkers

Differences of opinion and frustrations will arise with coworkers and even supervisors. They may come to you with issues, and a similar procedure can work as with an angry customer. You may, however, need more of a discussion. If that is the case, use the acronym LEAD to let each side respond alternatively: Listen, Explain why it happened, Acknowledge the issues involved, and then Discuss to decide or at least come to consensus on possible options based on more shared knowledge.

It also helps to try to avoid taking issues personally and getting defensive, sarcastic, or impatient or raising your voice. Using empathy and trying to understand the other person’s side and repeating key issues can show that you have heard them, even if you don’t agree with all the points or would like to offer alternative scenarios or options.

When someone tells you ways you can improve, do not resent the messenger. Professionals take criticism as counsel that can help them do better. You will find this kind of advice a gift to you in the long run, despite it being a hassle now. You will have job reviews where you will be given a list of expectations and suggestions. If handled well by both your reviewer and you, these reviews can help you grow and succeed in your career goals. This openness to the opinions of others or different viewpoints will also help you in customer service and other professional interactions.

Handling Discrimination and Harassment

If you find yourself the object of discrimination or harassment, first try to resolve the issue with the person or persons involved. Discrimination is preferential treatment or mistreatment for reasons of age, gender, ethnicity, sexual orientation, religion, or other factors, and harassment is aggressive mistreatment, pressure, or intimidation that can be sexual or otherwise. These activities, particularly if they are of an ongoing or persistent nature, are not only unethical but also illegal.

Do your best to maintain your composure and to express your discomfort calmly and rationally. If possible, have a witness present to verify your communication. If discrimination or harassment persists, discuss the matter with a supervisor or with human resources. The law requires all businesses, pharmacies included, to post information related to workplace discrimination and harassment.

In the past, sexual harassment was defined as unwanted physical contact or as the act of making sexual conduct a condition for advancement, preferential treatment, or other work-related outcomes. However, the Supreme Court has since redefined sexual harassment more generally as the creation of an unpleasant or uncomfortable work environment through sexual action, innuendo, or related means. Thus, you do not have to put up with off-color or crude jokes if you do not wish to hear them. Be aware that you must not contribute in any way to creating an environment that is uncomfortable for your coworkers. One person’s remark made in the spirit of fun can be the basis for another person’s legal action.

If the problem is not resolved, follow up first with store management or the human resources department and then, if necessary, with upper-level management. If you are unsuccessful you can make inquiries regarding the discrimination and harassment laws and procedures in your state. Most community and hospital pharmacies have written policies and procedures to address such matters; follow the established protocol. If a facility’s hiring or promotion practices fail to follow proper written procedures and guidelines, then the facility may be subject to a lawsuit.