3-25. DEALING WITH IMPATIENT OUTPATIENTS
Most patients patiently wait while their prescriptions are being filled. However, a
few patients sometimes become impatient and complain about having to wait. You may
be able to calm these people by saying something like: "We seem to be having an
especially busy morning. Please be patient--we'll fill your prescription as quickly as
possible." In other words, don't lose your temper and calmly deal with the patient on a
personal level. Never become involved in a screaming match with a patient--you can
only lose. If the patient becomes extremely impatient, refer him to the chief of the
outpatient pharmacy or the chief of the pharmacy service.
MD0810
3-28