Learning to Help Customers Part II

Every have an incident when a formula or product is out of stock or manufacture for a bit. I had this happen. A badly needed formula was offline for a short time. The infant in need didn't know this. All the infant and parent knew was the need was present.

What might you do? Turn them away and say it isn't your problem and there is nothing you can do? You are too busy to help them?

I know you are busy. Try this next time.

I am backed up now but I promise to check into to the best of my ability tonight and in the next day. I do not promise I can come up with anything but I will do my best. Mean time you do keep trying.

I had a patient that needed formula. The doctor was at his witts end. Imagine the parent. Think how you might feel. I always tried to practice pharmacy as if I wanted to be treated or might treat my family. If it were your child you would be going crazy.

I admit that my volunteering gave me access to more resources and ideas in these areas. The doctor and mother were amazed when I came up with about six weeks of formula and for free.

How did I do this? I called Skyline Urban Ministries, a food pantry where I volunteered. I asked if the Director could help me locate the formula. He did. He called around and found some at Presbyterian Urban Ministries.

The doctor and family were patient for life. Why do I go the extra mile? I guess it is in my nature. Why do I share this here? To show it doesn't take that much extra do a little more for you customers. I really was taught to use the term patient above customer.

Remember treat people like you want to be treated, you want your family taken care of and you will be one of the better pharmacist around. I firmly believe this will build your business more than prices or gimicks. Read the "Little Red Sales Book." Gimicks may get people in but it takes quality to keep a customer.

Learning About How To Help Customers

One time long ago a young couple had a bounced check. I knew they had only bounced one check in their lifetime. Yet, the store manager would not overide the check. This bothered me because they had done it for others that bounced checks many times.

The young couple had moved into another apartment and the deposits were the cause of the bounced check. This was when Ceclor was brand name and expensive. Their young baby had a severe ear infection. It was a choice between diapers/formula or ear infection medication.

I had learned that working in a small town and for a grocery store, most towns had a ministerial allliance committee. Basically, an interfailth council that adminsters funds for cases such as this.

I called them and asked them if they might cover the medication or part of it. The couple said they could pay for half if someone might cover the formula. I had also learned that that the group had a charge account at our store.

The end was the the alliance paid for the formula and diapers. The couple paid for half of the medication. This was all they could afford until pay day. I never understood why the store manager wouldn't overide this check when he had done it for others that bounced checks numberous times. I had almost paid for half of the medication myself. I had done this many times before.

Bottom line, pharmacists can go beyond to help their customers if they are willing to learn about things.

AMA AND OTHERS CAUTION “RETAIL CLNICS; BIG BAD WOLF!”

AMA AND OTHERS CAUTION “RETAIL CLNICS; BIG BAD WOLF!”

Let’s start with some of the arguments these groups put forward as reasons for concern in using a Retail Clinic!

Ø Do not have access to all chart records.

Ø Causes Fragmentation of care by adding another provider.

Ø Staffed often by Physician Assistances or Nurse Practitioner

Ø No patient follow up care.

Ø Chronically ill are more complicated than clinics usually see.  (Note it doesn’t say can’t handle)

Ø Question if have patient’s best interests at heart!

I looked in detail at five articles about these warnings.  The first covers the period around 2007.  Titled AMA Goes After Walmart Style Retail Clinics, it warns of the same concerns.  “Our primary focus is patient safety and patient care, and the retail clinics have a different mission of selling products and prescriptions,” said Dr. Rodney Osborn.  The AMA stance at that time was to lobby for increases regulations of these Retail Clinics.  Typically doctors often site regulations and dealing with insurance as an over regulated problem.

The other articles cover and aim at those clinics owned by CVS, Walgreen’s, Target and other groups. On Feb. 23, 2014 (my 52 birthday updated a statement disapproving of the Retail Clinics.  Again the list above covers their reasons for concern.

An article written in Aug. of 2012 shows these statistics.

Ø Total visits go from 1.5 million (2007) to 6 million (2009)

Ø The same study notes that there are 557 million visits to Doctors and 177 to ER’s

Ø One significant change in demographics was that those over 65 were at 7.5% (2000 to 2006) and at 14.7 (2007 to 2009).

Ø About 40% of the visits from 2007 to 2009 were for immunizations.

I now have a few questions and statements I think need to be considered.

Ø How often can the people that visited a Retail Clinic did so because of lack of access to an appointment needed now?

Ø How many ER’s have access to a patient’s health record or chart?

Ø How many Pediatricians really know a patient and remember that child’s chart when called after hours?

Ø How many Nurse Practitioners or PA’s are employed by Pediatricians or Doctors?

Ø Is it really fair to say no access to follow up care?  I say this because many say to follow up with your family practitioner or come back to them if they do not have one!

Ø If it is still true that most(almost half, 40%) go for immunizations, is this really a big issue?

Ø What study said this are that?  Compare it to what is actually going on. 

Ø Should Pharmacists really be giving vaccinations when they are bogged down just filling prescriptions?

Ø How many groups are going to have a formal relationship with your Pediatrician?

Ø Is some of the disjoint and lack of communication the fault of the AMA for going after the Retail Clinics instead of really working with these groups to shore up the holes? Or, is this just about the bottom line?

Ø How many people complain about not enough time with their doctor?

Ø  

I would think again about what the AMA and AAP says about these clinics.  I would think also about getting prescriptions where pharmacists are doing a lot of vaccinations.  I am a pharmacist and will get plenty of feedback for this I am sure.

The bottom line is go to places that you feel comfortable.  I can personally vouch for a Nurse Practitioner owned clinic.   Excellent care is what my husband (also a pharmacist), my son and I get when we go there.  This does not stop me from having a family practice physician.  I have gone to this man since 1987 and will not go elsewhere  besides that NP owned clinic in Yukon, OK.  They do not compete but compliment each other. 

Below are the 5 articles used to write this essay; along with my personal knowledge and opinion.  

Ollamok AKA Sandra

http://www.amednews.com/article/20120827/business/308279963/7/                                    http://healthland.time.com/2014/02/23/pediatrics-group-advises-against-retail-based-clinics/           http://www.kevinmd.com/blog/2013/08/drug-store-retail-clinics-primary-care-fast.html http://consumerist.com/2007/06/27/american-medical-association-goes-after-walmart-style-retail-clinic /http://virtualmentor.ama-assn.org/2013/11/pdf/vm-1311.pdf