Virginia Regulatory Town Hall
Department of Health Professions
Board of Pharmacy
Regulations Governing the Practice of Pharmacy [18 VAC 110 ‑ 20]
Action Pharmacy working conditions
Stage Emergency/NOIRA
Comment Period Ended on 11/22/2023
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11/22/23  11:09 pm
Commenter: Janeen Richards

Preventing distractions - PHONE CALLS

One of the most common causes of retail pharmacy distractions is the phone. Pharmacists are responsible for so many steps in seeing that a prescription is filled correctly and safely and in order to do this, I think workplaces should be mandated to minimize distractions. One way to do this is to limit phone calls to pharmacists, and techs in charge of processing and filling prescriptions. Working for a major chain means metrics that measure how long someone has to have their call answered. This is not a metric that should be applied in the first place. Calls should be required to first go to a call center- especially for chains that have the ability to easily do so. There is no reason that a lone pharmacist who is already supervising techs should have to answer constant calls regarding things that anyone can answer- is my Rx ready, how much is it, did the dr call this in, etc. calls requiring a pharmacist is understandable, but I can say that in the hundreds of calls we get every day, only a handful truly need a pharmacist to answer. If my team didn’t have to stop literally hundreds of times a day to answer the phone, our focus would be much greater, chances for mistakes would be less, and we could have the time to have meaningful conversations with the customers in front of us.

CommentID: 220711