Trusted. Respected. Knowledgeable.

5 steps for addressing accusations of shorting medication

On Behalf of | Jul 24, 2023 | Pharmacists

Every profession comes with its own set of unique challenges, and pharmacy is no exception. As a pharmacist in Colorado, you have the immense responsibility of ensuring that patients receive the correct amount of medication. A situation can turn challenging, however, when a customer accuses you of shorting their medication.

While your primary focus is on accurately filling prescriptions, you also need to navigate interpersonal relationships with your customers. When someone questions your integrity or competence, it can be unsettling. Here is a useful guide for you on how to handle such an issue.

1. Maintain professional calm

Your first step should be to keep your composure. Never take the accusation personally. Understand that the person making the accusation may be under stress or dealing with health concerns. Show empathy and reassure them that you take their concerns seriously.

2. Clarify and investigate

Once the customer calms down, ask them to explain their concerns. You should then take the time to cross-check their prescription details with the records and the physical supply of medication on hand. You can also review surveillance footage, if available, to determine the amount of medication dispensed.

3. Communicate findings clearly

After the investigation, share your findings with the customer. If the accusation was incorrect, explain to them how the misunderstanding could have occurred. For instance, certain pills may look smaller but could be more concentrated. If you find a mistake did happen, apologize sincerely and rectify the error immediately.

4. Establish robust procedures

To avoid similar accusations in the future, create transparent procedures for medication dispensing. Regularly audit these procedures and offer customers the opportunity to watch the dispensing process. This way, you can build trust with your customers and diminish the chances of similar situations arising in the future.

5. Train Staff

Equally important is training your staff on how to handle these situations. Regularly hold workshops to train them on customer service, empathy and proper medication dispensing.

As a pharmacist, you play a pivotal role in healthcare. Following these steps will foster trust and confidence among your customers, thus strengthening the relationship you have with them.