I was working the night your program aired and my daughter was only able to record the last 5 minutes of the pharmacy segment. I did read many of the on-line comments regarding your program. My comments are as follows:

Everyone is human and therefore mistakes will occur. The typical personality of a pharmacist is a very detail-oriented and conscientous person. Most pharmacy schools have all students complete a reliable personality test within the first few days of entering pharmacy school. In my class 99% of the students were definitely "J" of the ENTJ, INTJ, etc. Therefore, most pharmacists have a detail-oriented personality - more so than an extroverted friendly personality.

I personally worked in hospitals immediately after receiving my degree. But I switched to Retail Pharmacy within 4 years of graduation. I prefer Retail as far as the impact I can make as a pharmacist. However, the pace expected by patients and the corporation are often unrealistic if you want to provide good pharmacy service. I have never compromised my principals and have not been reprimanded for it.

I have been a Pharmacy Technician since 1980. I am nationally certified and work as a IV technician for a home health company. I was very upset with your report because a sixteen year old is not I repeat NOT a pharmacy technician. There is something bad wrong if a pharmacist allowed this person to type in a rx on the computer. I don't think she should
have been allowed to even count out the pills. I think it is greed on the part of the pharmcy if they do not hire enough certified pharmacy technicians. If I were a pharmacist I would have refused to work if I had to allow a untrained person to do this. Certified pharmacy technicians were never mentioned in your report. We are a large group that help the pharmacist tremendously and are more likely to help find a mistake than to make one. It has been proven that carts in hospitals filled by certified pharmacy technicians have less mistakes than those filled by pharmacists. But we are still checked by pharmacist which is a good thing. Please do a program showing the good work of nationally certified technicians.
thank you.

I have been a pharmacist for over 25 years in both retail and hospital settings. Although I work for a reputable grocery chain, I have done fill in work for RiteAid and others, and my experience has been as described in the 20/20 program. I was amazed that pharmacists were being asked to fill many more prescriptions than were safe, utilizing more technicians than are legal.

I had very little chance to consult since the technician told me that "I did not have time for that" When a customer complained that I had not instructed her on her child's asthma medication, I was told that the patient had declined counsel. How convenient. Why would this patient decline counsel, then call and ask for one? Needless to say, I did not last long in this job. In my 25 years I have seen our profession decline to the status of an overpaid clerk.

I believe that pharmacists have a lot to offer. They are oftentimes, in this age of physician's assistants and nurse practitioners, the best educated health professionals that a patient may see in a day. I hope that pharmacists someday wake up and demand more respect and better working conditions. I also hope that the public realizes that you get the health care you deserve. Take responsibility for yourself.

The real problem is that pharmacists have allowed everyone else (the retail industry, the customers, etc.) to dictate to them what the profession of "pharmacy" is. Pharmacists need to stop playing the "blame game" take back possession of their profession. Being a pharmacist is a privilege and our first and foremost responsibility and duty is to our patients and their well-being. The profession of Pharmacy is at a crossroads and pharmacists need to take a stand. I suggest every pharmacist read the book "Communication Skills for Pharmacists" by Bruce A. Berger for a start.

I am a pharmacist and I applaud
your report. The public should look to see if a pharmacist is
checking the work of the techs. There are several pharmacies - chain and independent- where this does not happen. As far a chains go, one problem is that our bosses are not pharmacist. The bosses make you take medicine back and refuse to let pharmacists put up signs that cell phones are not allowed to be used while at the
pharmacy counter. How should you counsel a patient about his medicine while he is on his cell phone?

Thank you to everyone for sharing your opinions! No matter what perspective you have, I'm glad that attention has been brought to these numerous issues.

I am a retail pharmacist and completely understand and relate to many stories mentioned above. If we all feel this way (across the country, in different pharmacy companies), surely this means that it is time for change...in fact, it is long overdue!

I think that all of us need to change to ensure that the optimal outcome is reached...Patient Care!
For example:
Pharmacists need to slow down and give each RX the attention it needs.
Managers of drugstores need to listen to their pharmacists’ requests for more help. Doctors need to write more legibly.
Patients need to take an active role in their healthcare (which includes medications).
Etc. etc.
I also think that there should be new laws made at the state and federal levels. (Sidebar: I would love to see a ban on drive-thrus!)

Ultimately, I think that we need to start changing the way retail pharmacies are run...or else all of these problems are going to continue to accumulate and spiral out of control! (If nothing changes, we will continue to have overstressed and overworked pharmacists and technicians. And along with the increased need for prescriptions, there will be an in increase in mistakes.)

There isn’t just one root to this growing problem in retail pharmacy. There are so many compounding factors...

So, PHARMACISTS, how are we going to make this change?

How can we change the perception of our profession so that the value of our service is recognized? How can we help patients to understand the importance of knowing about the medications they are taking? How can we decrease stress in the pharmacy? How can we decrease medication errors? When will we be treated like healthcare professionals (and not check out cashiers)?

I know that we can’t do it alone...Any suggestions?

I am a Certified Pharmacy Tech. and have been since 1997, I did work in the pharmacy before becoming Cert. however until 1995 there wasn't anyway for me be become certified in Ohio. The states don't want to mandate certification and education for Techinicians because the industry knows they will have to pay them more. I would also like to see you do a story on how many times a pharmacist and/or technician catch errors the doctor/nurses/physician assitants/ and an one else writing or calling in prescriptions. Most pharmacists and technicians care about their customers and NEVER want to make ANY mistakes. Customers want the prescription ready the moment they walk up to the counter. They don't always have all the info you need to fill the prescriptions(namely ins info) so we have to be investigators to find out how to bill their prescriptions. You always have someone tap on a window while you are filling someones prescriptions and "just want to ask a questions" that usually had NOTHING to do about pharmacy. I know that everyone that works at my pharmacy treats EVERY customer like they are family and we are not an independent pharmacy we work in a national retail pharmacy. Because of your story you make everyone questions even the really good pharmacist and technicians. Could you sometime do a GOOD NEWS story about any profession. They are out there I know they are. I am sure I am not the only person tired of the beatings the media does on public professions.
With the new HIPPA laws we have to be VERY careful who hears info about a patients prescriptions and as far as the coumadin and aspirin you truely don't know that the person taking the Coumadin is also planning to take the Aspirin. I have asked customers before about over the counter meds and rx meds if they are taking them and I get attitude from the customer because I am not minding my own business. Everyone thinks that if it is over the counter it is safe to take with whatever and however they want. I know that you want do anything about any of the comments that have been written here. I guess it will make us as the people that work in Pharmacy feel maybe a little better because you have seen that pharmacy isn't as cut and dry as you made it sound. I beg you to please do stories about people that are extremely happy with their pharmacy and were pharmacists and technician catch their own mistakes(because we are all human) and mistakes made by doctors and the others that write or call in prescriptions incorrectly.

As a practicing pharmacist for 8 years I cannot agree more with what I see on this board. I got out of retail and am glad I did. Insurance headaches, extremely high volume, impatient customers, drive thrus, standing all day with barely 5 minutes for lunch, the phone RINGING OFF THE HOOK, etc. etc. etc. This industry has just totally allowed itself to become McDonaldized. More More More. FASTER FASTER FASTER. OH yeah, and be perfect in everything you do. 350 prescriptions in an 8 hour shift is 43 per hour. That's less than 2 minutes per prescription. What a joke. Low insurance reimbursement has driven local independants out of business,and now it's all going to big chains (target, walgreen, wal mart, etc). They can eat the lower reimbursement rates, and make up for it with the huge volume of stuff in the front of the store. I really thought I was getting a professional degree, and would be treated as such, but by neither corporate america or customers has that come to be. When I went into this career I was hoping I would be able to have fun at the job and help people, but the reality is just SO different. Customers don't understand their insurance, expect everything in 2-5 minutes, and so many have just gotten downright rude. They have no appreciation for what we do in a day, and it's not like I'm asking for that much in return. It's very sad in a way that I regret spending 8 years in college to get this degree, and I don't even want to stay in the career and I'm only 35. It would just kill me if I screwed up someones prescription and they were somehow severely harmed because of it. I don't know why, but the boards of pharmacy are supposed to protect the public from the profession. They do all this little crap like certifying technicians, establishing ratios, and other law stuff, but they do ABSOLUTELY NOTHING about the working conditions regarding breaks, volume limits, pharmacist staffing, and other things that REALLY affect working conditions. I really wonder if the big chains have some sort of influence over them not doing anything that would hurt profits because they seem to regulate everything else in the industry. I know medicine has changed for doctors too, but could you imagine a surgeon being told how many procedures he had to do in a day by some corporate dick. If 5 were reasonable and he was basically forced to perform 10 a day?? That's kinda what pharmacy feels like to me.

Having had a back problem for many years I have had numerous perscriptions filled. Most of those I never took. There were three incidents of those perscritions being filled incorrectly. One of which at my local and closest drugstore. The other two were at a familiar drugstore chain. I noticed it before I took the pills. I often wondered if taking those perscritions would have affected me. I also know that on one occasion the physican himself ( different story I suppose) wrote the prescription inproperly. These were all heavy duty ant-inflamatorys and pain medicine. My take on this- QUESTION everything and everyone at any cost. I pity the elderly in these cases as much of the time they are so used to taking the same meds that they dont question it. Beyond a shadow of a doubt there should not be a anyone working behind the pharmacy countr that does not hold a degree!

My husband had a heart attack at the age of 43 on March 14, 2007. When he was released from the hospital, he was given a prescription for Coreg for 6.25mg, but it was filled by Walgreen for 25mg. This caused a dramatic drop in his blood pressure, resulting in an inability to perform normal functions. Fortunately, we had been monitoring his blood pressure at home, which prompted us to contact his Cardioligist. The prescripition that was filled was 4 times the prescribed dose. They explained that when the script was scanned into their system, it was crinckled and read inaccuratly. When it was brought to their attention, they filled the prescription properly, but gave no apology. We hope this will help everyone to be aware that mistakes could be life or death. If ABC does a follow up story on this, we would be willing to share our story.

It's funny how Ross said on Good Morning America that once you sign the log, you are "WAIVING" your right to counseling. Okay, so if this is the case, we pharmacists would have lesser duties because what we would say to someone on the phone asking for counseling (and let's just assume said "No" to counseling at the register): "Oh, I'm so sorry Ma'am, I cannot counsel you anymore because you already waived your right to counseling". I think that we should go with this so we could lessen our load and reduce phone calls to the pharmacy. Just a thought!

I posted earlier, but forgot to mention this: Why would someone expect a CASHIER to catch a potential Coumadin/Aspirin interaction? Patients should have the common sense to consult a doctor or pharmacist about taking OTC products with their medication. It is certainly not a reasonable expectation that a pharmacist would come from behind the counter, to the cash register, and inspect each customer's purchases! Ask your pharmacist. You don't need an invitation, just ASK!

I THINK 20/20 NEEDS TO RE-DO THIS STORY. MANY THINGS WERE MISLEADING
I HAVE BEEN A PHARMACIST FOR 14 YRS. NOW. THERE ARE ALOT OF THINGS THAT DISTRACT THE PHARMACIST LIKE PHONE CALLS, CUSTOMERS QUESTIONS, ETC. THESE ARE NOT EXCUSES, BUT REALITY. TRY DOING YOUR STORY FROM THE OTHER END OF THE COUNTER FOR A CHANGE. MISTAKES SHOULD NOT BE MADE AND I AM SORRY FOR THE ONES HURT. LARGE CHAINS SHOULD HIRE MORE PERSONNAL TO HANDLE THE INCREASE VOLUME OF PRESCRIPTIONS. MAYBE YOUR STORY NEEDS TO BE ABOUT THE LARGE CHAINS WORKING THE PHARMACIST AND TECHS TO THE BREAKING POINT. ALL THE LARGE CHAINS CARE ABOUT IS THE PROFIT MARGIN NOT THE CUSTOMERS OR PATIENTS OR EMPLOYEES AND THEY WILL NOT STAND BY THEIR EMPLOYEES IF SOMETHING GOES WRONG. GO FIGURE!!!!!!!

I agree with an earlier post about shocking people for ratings. Unfortunately, this type of information is what sells in this country. However, it doesn't make it RIGHT. I was thoroughly disgusted with this investigative report. I agree with the other posts about being overworked, over stressed, etc and there IS a problem. Everyone knows there is a problem and negatively slanting it for the people to see is COUNTER-PRODUCTIVE. The way the system is set up, most will fail in attempting to reach the lofty goals set forth. The system needs to be reworked, which is overdue. I am a 4th year Pharm D student, with graduation rapidly approaching; and the pharmacy curriculum teaches us about medication safety and errors. I have also been a technician for 10 years working both retail and hospital, so I understand the demands of the phone, of an insurance problem, of incorrect prescriptions, etc. Many good solutions were posted previously, and there NEEDS to be a change. When I become a pharmacist, I will do my best to start this change; as most future pharmacists should do as well. However, the solution lies with EVERYONE, so the blame game should stopped being played.

Since the pace at pharmacies is often hectic, some big retail chain pharmacies have designed ways to save pharmacists' time. As they say, "To err is human; to really foul up requires a computer."

It is funny how all you pharmacists like to blame prescription errors on phone calls, impatient customers, 10-12-15 hour shifts, loud noise, people talking...etc list goes on. Yes your job is stressful/hectic but that is no reason to make excuses; LIVES ARE AT STAKE HERE! I work at a bank and it is not nearly as hard as being a pharmacist but I've learned to multi-task. If I didn't I would end up giving errors in the form of extra cash to anyone that caused an interruption. If you can't do your job right then quit or find something else.

I've read most of the comments on here. I have to say I missed the report but read what was on the internet about it. It's true everyone makes mistakes, it's true that it's hard to work long hours, it's true that everyone should take responsibility for something. But.....it's the patient's responsibility to see that they are getting the proper meds. Start at the doctor's office and write your own prescription in plain English so you will know what you are getting. Ask questions when you pick up your prescriptions.

Just like someone said, just because you are in the medical field doesn't mean you know everything about medicines. How is this pill suppose to look? Buy a book on prescription pills or look them up on the internet. If in doubt, call your doctor's office or the pharmacy and ask questions again. Get to know your pharmacist and their staff. I used on chain drug store and knew just about everyone in there. I then switched to a different chain drug store and I know everyone there. When I call them all I have to give is my first name and they know who I am. If they get a new staff person, I make it my business to introduce myself. You should not be embarrassed to ask questions and consider it rude or an inconvience. This is yours or your family health we are talking about.

The Boards of pharmacies cannot control breaks, lunches and such. That is a personnel issue with the company that have set policy and procedures within the company. If the employees are that overworked, then they need to complain to contact EEOC regarding such things. Techs cannot get all of the blame here. EVERYONE HAS SOME TYPE OF RESPONSIBILITY in this process. Consumers don't be in a hurray to pick up meds and then get mad when you didn't take the time to ask questions! I do agree with all of the posts on one thing....pharmacies are not fast foot establishments and shouldn't be treated as such. I know someone that said, "why do you have to go to pharmacy school to become a pharmacist. All you do it take the pills from the big bottle and put it in the little one." I told that person if you believe that, then I feel sorry for you. It's much more than that and consumers should become more conscious of the profession and take a more active role in their health. Pharmacy workers should take a more active role in their work conditions, doctors should take a more active role in explaining to patients what they are being prescribed, and consumers should ASK QUESTIONS!!!!

there are a couple comments on here blaming the Pharmacist for everything, stating nothing short of "If you can't take the heat, get out of the kitchen".

they missed the point of the Pharmacists statements entirley.

It's not a matter of placing blame on someone else.

It's a matter of calling public attention to a growing problem. The more we can create an understanding between the patient and the pharmacist the sooner these changes can take place.

Pharmacists need to understand that THEY are responsible. They must begin to take measures to ensure properly trained Techs, and be sure they get the meantal breaks the deserve.

the rest of my comment was cut off.

continued...

the patient must understand that they WILL have to wait for their prescription. NO MORE bs about how they need it right away. to ensure saftey, you will have to wait at least 15 minutes or more. Deal with it.
you also do not need an RPH to tell you where the gift wrap is. learn the difference between a Pharmacy issue and a front store issue.

I have been a pharmacist of 4 years now and have worked as a pharmacy technician for 6 years prior to that, so I have quite a bit of experience in the area. I have worked in both retail and the hospital environment. Currently, I practice as a clinical pharmacist in a large, teaching hospital.

First off, I would like to commend 20/20 for bringing this issue to light. However, this report as many stated, was inaccurate. Others have commented on the reasons as to why so, so I will not pursue that further.

For the non-pharmacy/healthcare related people, specifically the banker and some of the other posters. The way the current retail environment and some hospital environments are, it lends itself to easily making errors. To phrase it bluntly - THE SYSTEM IS SET UP FOR FAILURE AND MEDICATION ERRORS!