PHARMACISTS are facing increasing levels of aggression and rudeness from consumers, pharmacy indemnity insurer, Pharmaceutical Defence Limited (PDL), reports.
The pharmacist-owned company issued an alert to its members flagging reports that several pharmacists have contacted its support service seeking advice on how to handle rude and aggressive behaviour from consumers.
"Aggression towards pharmacists is sometimes used as a bullying tactic by an individual to get their own way in such matters as early supply of staged supply or the prompt dispensing of a prescription for a restricted drug that requires further checking with a prescriber," the PDL alert said.
"Rude and aggressive behaviour is also often displayed towards pharmacy staff who are asking the appropriate questions before providing an S2/S3 medication."
The alert noted that pharmacists were not the only people bearing the brunt of rising hostility.
"It is apparent from recent media, it is not only pharmacy experiencing this unwarranted abuse, it is occurring in fast food outlets as well as other establishments serving the public," the company said.
In the alert, PDL urged pharmacy owners to establish procedures for managing these types of incidents, recommending that the pharmacist-in-charge should "step in to handle and diffuse the situation".
"The procedure could include immediately requesting a senior pharmacist to intercept with all other staff moving away from the space to minimise the focus, and avoid crowd gathering, which could inflame the situation," the PDL update advised.
"In dealing with a regular customer who is continually abusive and rude, this person should be privately spoken to.
"Such a customer should have explained to them what standard of behaviour is expected in the pharmacy and that future episodes of rudeness will result in this person being banned.
"It is possible that in enforcing a ban on a consumer, a complaint may be made to a pharmacy regulator for denial of pharmacy service.
"However, providers of medical services such as doctors and pharmacists have a right to refuse to treat persons who have behaved inappropriately in the past."
The above article was sent to subscribers in Pharmacy Daily's issue from 26 Sep 19
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