Frustrated Patients & Drug Shortages: De-escalation Strategies
“How Do I De-escalate Patients That Get Mad at the Pharmacy Due to Drug Shortages Beyond Our Control?”
This Ask RxMike episode tackles a tough situation: de-escalating patients upset about drug shortages beyond our control.
We all know how frustrating these situations can be, but how we communicate can make a big difference! Learn key strategies to manage expectations and ease frustration:
– Acknowledge their feelings: Let them know you understand their upset. – Explain the situation: Briefly explain the reasons for drug shortages (nationwide/global) without getting too technical. – Offer solutions (when possible): Pharmacists may suggest alternative medications or work with their healthcare provider. – Educate on the next steps: Inform patients how to stay updated on the shortage and what they can do in the meantime. – Stay calm & professional: Maintain a calm demeanor – it’s not personal! De-escalation can turn a tense situation into an opportunity for patient education and support.
