Healthcare patient primer
How to have a good experience and help the staff
Healthcare workers are under staffed and struggling under the extra burdens of Covid-19
- realize we are struggling and be helpful not a hindrance
- don't expect exceptional customer service,we don't have
the staff right now
- be direct and to the point with what you need,we are overwhelmed and unable to have an extended conversation
Example:
Hi,I need a refill (staff will guide you through the rest)
- if you have a question about vaccinations,testing,making appointments go to
the company website first, all the information is there trust me
- use automation/technology/App most simple things can be accomplished without talking to a staff member
In the store:
- be proactive and have your insurance card, drivers license, covid card, credit card out and
ready
- avoid pushback it's not helpful
Example: I need your drivers license
Why do you need it? What for?
All this does is get the staff flustered and right now I need them
- Be respectful and courteous to the other patrons. Cutting lines, getting into arguments makes my life
difficult. I already have enough on my plate and I don't want to police grown adults
Most importantly
- thank and show us the respect we deserve
WE showed up, WE want to help you, WE want to end this pandemic, WE are frontline workers risking our health and maybe our lives
Many healthcare workers are quitting, breaking down and giving up. The ones working DID NOT so applaud their fortitude, be happy they are still in the fight for YOU. Trust me, we all go home questioning why we keep coming back but we do. #COVID19#twitterx
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My tech who contracted Covid passed away unexpectedly. He was not vaccinated. We are shocked, saddened and numb. This was way before his time. This is a wake up call for all of us, both personally and professionally. Vaccinations are important..What we are doing is so important.
We are saving lives. This work is difficult, it's stressful, it's overwhelming and it's a workload burden...BUT what we are doing is making a difference in others lives. Every vaccine is possibly saving someone's son, daughter,grandma or aunt. I'm struggling right now because I
didn't push my friend harder to get vaccinated. I never thought this would lead to his death. The moral of the story is that Covid is real, it's not a joke, and vaccination prevents serious illness. Whatever your hang up over the vaccine, put that aside, don't be selfish because
"Why is it going to take so long, this is a joke"
Ma'am each prescription requires us to do a 23 step process in order to ensure your safety, do you want to hear the steps?
No...
(Well here's the steps for the rest of humanity who dare complain about the wait... 1) greet patient
2) accept written rx 3) quick visual scan for obvious problems (no qty, strength) 4) verify patient has an account 5) check allergies/ health conditions 6) verify payment (ins card/no ins) 7) scan hard copy into pt computer file 8) transcribe rx into computer system (date/drug/
Qty/directions/refills/prescriber info/adjudicate claim to ins. 9) Rph to double check all data entered vs rx hard copy data 10) Drug utilization review looking for drug interactions/allergy conflicts/contraindications with drugs on current profile 11) label prints