5 Steps to Calm a Difficult Patient in the Pharmacy

Patient: "What does it mean that it is not covered? The doctor wrote this medicine in the prescription, I need it and you have to give it to me! " This phrase is most likely familiar to you, and many other situations like this that you have encountered during your career as an assistant pharmacist or pharmacist come to mind.

There are many situations in which patients get angry when they are in the pharmacy, and the reasons may vary: the prescription contains medicines that cannot be compensated, the medication may not be in stock, sometimes the prescriptions require additional prior authorization, which causes a delay or change in the treatment plan, and the list goes on.

Today, most large pharmaceutical companies have training modules to help employees learn to manage situations where patients get angry. Pharmacies are frustrating and therefore staff needs to know how to respond to situations where a patient gets out of control.

Here are 5 strategies you can use to manage situations created by difficult patients coming to the pharmacy:

1. Don't interrupt them

When they are dissatisfied, difficult patients will raise their voices and have an uncontrollable verbal flow. Allow the patient a reasonable amount of time to express his or her concern and dissatisfaction. This can be difficult to do because there are usually cases you have encountered before, and patience can be a limitation.

Even if you know how things are going, try to listen to what he has to say, and then explain to him what the real problem is and find a solution together.

2. Show them that you are listening

This is a technique that works very well. After the angry patient has finished speaking or paused long enough to be silent, explain the frustration to him, using the same words he said.

Usually, the change of words will aggravate the situation because the patient often deduces psychologically that you are trying to influence him or change his perspective. This will help him to understand that you have listened to what he said and he will calm down.

3. Keep calm

A gesture that is not advisable to do is to cross your arms, which is a sign of defensiveness. In these cases, it may be appropriate to smile, but you must be careful that the smile does not communicate a defiant attitude. Try to empathize with the difficult patient and pay attention to him.

4. Give them options

In this case, your experience as a pharmacist or pharmacist is very important. In almost every frustrating situation, there are options available to the patient that you can offer.

For example, if you do not have a certain medication in the pharmacy, you can offer to either order the medication or transfer the prescription to a pharmacy that has it. Give the angry patient a few options. This helps him to have the solution and usually calms him down.

5. Forgive quickly

By following these steps in managing a difficult patient's situation, you will eventually be able to calm him down and apologize for his behavior. Do not go into details and do not show that you are upset, but you can assure him that everything is fine. Smile at them and shake his hand.

This will make him respect you and you will prove your professional maturity. Regardless of the reason why you cannot offer the medication mentioned in the prescription, the difficult patient will feel entitled to get angry and demand his right, even if you are not to blame.

That's why it's good to be prepared and follow these simple steps that will help you not to get upset and calm the patient.