This blog is about inspiration and the many forms in which it presents itself. We lost an important colleague from the pharmacy world last week. She inspired many of her students as well as her peers.

She had been a fixture in the south end for well over 20 years and well-known in the community. Her proximity to the university meant that pharmacy students were never in short supply and she pushed them to be strong contributors to the profession. Her passion for teaching extended to the more recent influx of international pharmacists. She was patient and nurturing, allowing them to adapt their styles and lessons from their home countries. The college never hesitated to lean on her to evaluate new entrants and approve their structured time service.

I guess I should explain the title. Before you get the idea that this will devolve into a religious ramble, a few things I should point out as background. Firstly, I was raised Roman Catholic but have not been practicing (and I use the term loosely) for the past 20 years. I may debate and challenge many things about the faith chosen for me, but one thing I DO believe in is the human spirit. Everyone has a driving force that ultimately steers them in the life path they choose. For some, it may be material things. For others, power and control. When someone is known for helping others, it’s never because they are forced to. I had the pleasure of working alongside this individual since 2006 though her name was well-known to me when I started out as a student in 1998. I had lost contact over the past year so when the news hit, memories (as they have a habit of doing) come flooding back. Our last conversation was brief and unremarkable; It was October 2012, and as I recall we both just rehashed our summer vacations before being interrupted by the conference proceedings. So today I found myself looking up and getting lost in thought for a few minutes. If her spirit was floating about somewhere in the ether, I hope she heard my well-wishes.

Karen, may you rest in peace.

http://obits.dignitymemorial.com/dignity-memorial/obituary.aspx?n=Karen-Zed&lc=3758&pid=167056856&mid=5673497

Disclaimer: The views and opinions expressed in this article are those of the author(s) and do not necessarily reflect the official policy or position of any agency, employer or affiliation.

I’ve been asked on more than one occasion what actually goes on in this neurotic, high-strung, circus of a mind I have. If only it was a Cirque de Soleil installment as opposed to a low-rent, 2-ring version.

Today, I’ve been contemplating the role of the community pharmacist and working with the public in general. We say “the customer is always right” in business time and time again. But at what point do we delineate between a fast-food joint and a professional environment, a product-driven service and a cognitive one?

It shouldn’t come as a surprise that most of us at one time or another have had a disagreement with a member of the public. These arguments can be about pricing, product selection, or communication in general. We try to take the high road as much as possible because it’s in our nature to be helpful. It is also our duty to help patients navigate our corner of the healthcare system. But what if you’ve tried to explain a situation as best you can and there is still no satisfaction? What if all the applicable rules have been followed, the proper folks were contacted, and employees carried out their tasks as prescribed, but still the customer remains unhappy? This is the hard pill to swallow. Once it gets beyond the point of no return and the customer has lost patience and faith that the situation will ultimately be resolved, there are no winners:

Scenario #1) You end up being ‘right’:

Although true, it’s bologna (or baloney depending on the mood). The consumer can now feel ashamed that they made a mistake, and possibly a spectacle in your store. You can puff your chest out and confirm that you are rightful ruler of the pharmacy domain. So what? This individual may no longer feel comfortable seeking you out in the future because that baggage is now part of their experience in your pharmacy.

Scenario #2) They end up being ‘right’ (which is always…see above).

Congratulations, you’ve given them the ammo they need to hold you over the barrel. You may have unwittingly validated their mistrust in your operation and the story will pass on to all of their friends, extended family, and complete strangers they meet on the waterfront. You slice up the humble pie to share with your fellow staff and take any lumps dispensed from the verbal frying pan.

Scenario #3) Reconciliation

Both parties agree that there may have been a possible miscommunication or regret how the situation was handled from their end. Even though this is the ‘best-case’ scenario, the onus is on the pharmacy provider to make any compromise as palatable as can be, since the consumer drives the business. The goal is to avoid them deciding to go somewhere else for a fresh start.

Oh, I forgot the last one:

Scenario #4) You’re both wrong

The line is drawn in the sand at the centre of town, you walk ten paces and turn around quickly only to find the ammo is behind the bar at the saloon. Everyone has a great laugh and reminisce about the happier times when all third parties were billed manually and we had typewriters that never jammed. All joking aside, this does happen occasionally and unfortunately, we lose this one too by virtue of the fact that the consumer has every right not to know better. Whereas we, the experts, have more tools at our disposal to figure things out.

That last phrase is probably the most important of this whole post. Admittedly, I don’t know much about cars, heat pumps, or hanging drywall. I rely heavily on trade experts who deal with these things every day and trust their advice is sound  (ideally while avoiding being ripped off). When the public does seek our services, it’s important to remember that we need to be that trusted expert that offers support no matter the customers’ education level or familiarity with our line of work. It can be frustrating when someone doesn’t know the name of the pill they need refilled, or don’t understand drug plan formularies. In many of these cases, they don’t need a lecture, they often just need someone to work through the issue with them.

I guess when it comes to ‘No-Win’ situations, we can’t be looking to win, only to help. If we help, everybody wins. Pure, unadulterated circus-brain logic right there.

Disclaimer: The views and opinions expressed in this article are those of the author(s) and do not necessarily reflect the official policy or position of any agency, employer or affiliation.