customer interaction

[DavidS]

I will be very clear and concise people - checking scripts under the gaze of waiting customers is an unmitigating disaster and who ever formulated this ingenious practice clearly never had to do it themselves. This problem is exasperated by a lack of staff and the fact that you're dispensing as well as checking. I'm fed up with the customers coming into your line of sight and interrupting you when you are checking a script for a customer who is already waiting.

Absolutely agree. Also, have you ever had the experience of just feeling uncomfortable, and you turn round for no consciously understood reason and discover someone was watching you in the street? I bet a lot of females know exactly what I'm talking about. Well, working in one of these dispensaries is like having that feeling all day.

For those interested in how it has been proven that being (even secretly) observed definitely and measurably effects the workings of the observed person's brain (measurement's by eeg and observation via random use of cctv and other methods). This has implications for the use of observed CCTV (as opposed to CCTV recording for later playback in case of security incident). See A Quantum Theory of Consciousness and also The Quantum Phenomenon and the Staring Phenomenon [Archive] - Physics Forums for some science theory around this.

It is perfectly possible to protect yourself from this feeling, once you are aware that it exists, but the mental effort involved in that is also a stressor, or course.

[bobbin]

Absolutely agree. Also, have you ever had the experience of just feeling uncomfortable, and you turn round for no consciously understood reason and discover someone was watching you in the street? I bet a lot of females know exactly what I'm talking about. Well, working in one of these dispensaries is like having that feeling all day.

For those interested in how it has been proven that being (even secretly) observed definitely and measurably effects the workings of the observed person's brain (measurement's by eeg and observation via random use of cctv and other methods). This has implications for the use of observed CCTV (as opposed to CCTV recording for later playback in case of security incident). See A Quantum Theory of Consciousness and also The Quantum Phenomenon and the Staring Phenomenon [Archive] - Physics Forums for some science theory around this.

It is perfectly possible to protect yourself from this feeling, once you are aware that it exists, but the mental effort involved in that is also a stressor, or course.

Interesting D. I hear that Rowlands have a new policy that all meds should be bagged up on the counter in front of the customer. What do you think of this?

[Pharmanaut]

Interesting D. I hear that Rowlands have a new policy that all meds should be bagged up on the counter in front of the customer. What do you think of this?

Great idea, especially when the patient is in a hurry, or is calling for a neighbour.
Let's check 15+ items in front of them.

[lamzee]

Exactly -- customers dont understand "checking". They will just say "i'll take it as it is" "that will do-just throw it in" "im in a rush". Are you supposed to turn round and say "I have to go through it all, opening every single packet, in case my staff have made a mistake" -- how does that inspire confidence?

[DavidS]

I hear that Rowlands have a new policy that all meds should be bagged up on the counter in front of the customer. What do you think of this?

Their SOPs have two "paths" specified. Unfortunately the SOP site is currently off-line (being altered??) so I cannot quote you, but from memory it says that in "New Concept" stores the pharmacist is to check, bag and go through the items with each patient while giving it out. In these stores, then, I take it that items from previous days must be rechecked.

In their other stores its OK for others to give bags out if the pharmacist is not available, although if the pharmacist is they are still expected to give the script out and interact meaningfully with the customer. Here, I take it that the SOPs allow previously bagged scripts to go out unrechecked.

Have I got this right?

As far as the "staring" phenomenon goes, Rowlands new-concept stores have the "out" area generally separate from the counter and "in" area, so it is just possible to have a one to one conversation. The dispensary and dispensing areas are also more shielded than the open Boots format, hence easier in practice.

[bobbin]

Their SOPs have two "paths" specified. Unfortunately the SOP site is currently off-line (being altered??) so I cannot quote you, but from memory it says that in "New Concept" stores the pharmacist is to check, bag and go through the items with each patient while giving it out. In these stores, then, I take it that items from previous days must be rechecked.

In their other stores its OK for others to give bags out if the pharmacist is not available, although if the pharmacist is they are still expected to give the script out and interact meaningfully with the customer. Here, I take it that the SOPs allow previously bagged scripts to go out unrechecked.

Have I got this right?

As far as the "staring" phenomenon goes, Rowlands new-concept stores have the "out" area generally separate from the counter and "in" area, so it is just possible to have a one to one conversation. The dispensary and dispensing areas are also more shielded than the open Boots format, hence easier in practice.

No pharmacy should have a dispensary where customers can see what other customers are getting. It's just not appropriate at all.

[DavidS]

No pharmacy should have a dispensary where customers can see what other customers are getting. It's just not appropriate at all.

I think Boots could defend themselves by pointing out that their customers know what they are getting, because they can see before they hand the script in.

I really don't think the carousel pharmacies can have increased Boot's take of the market. It's slower because of the distractions, and less private which must put some people off, and although one would think the accessibility of the pharmacist would be a draw would you really want to open a private conversation with so many gawkers?

[culchie82]

I am interested to know guys if you prioritise which chains to work for. For me the so called "carousel Pharmacies" come bottom of my list to work for - there's always seems to be more hassle, stress involved. The rate offered doesn't even come into for me, I would quite happily work for less in the more old fashioned dispensaries (ie those where you're checking in the back).

[Pharmanaut]

I am interested to know guys if you prioritise which chains to work for. For me the so called "carousel Pharmacies" come bottom of my list to work for - there's always seems to be more hassle, stress involved. The rate offered doesn't even come into for me, I would quite happily work for less in the more old fashioned dispensaries (ie those where you're checking in the back).

Even happier when "Head Office" is the pharmacy that you are working in.
I genuinely feel that I have done a better job there at the end of the day.

Looking at the PNA consultation document, I am thinking that the demise of the independent will accelerate. Mainly because an independent will not have the resources to chase down all the paper-work and bureaucracy required by PCTs. Whereas larger multiples can have a separate dedicated unit who know all the ropes, right approach and strategies needed.

[bobbin]

although one would think the accessibility of the pharmacist would be a draw

I don't approve of all the hype about pharmacists being 'accessible'. Customers should not be encouraged to believe that we will always be instantly available and at their beck and call. Good things are worth waiting for and customers should wait their turn. If someone wants to speak to you, they should understand that you may have other things to do first eg. check prescriptions for patients who are already waiting. Being immediately available is not typical of professionals.