KindRx campaign fights back against pharmacy staff harassment

Pharmacy staff in Nova Scotia are facing high levels of harassment. Allison Bodnar, CEO of the Pharmacy Association of Nova Scotia, says she’s heard many stories about indignant patients interacting with pharmacists. “There some physical harassment like leaning in over the counter; very angry patients just yelling, ‘Just give me my pills.’ We have a pharmacist who has reported having a prescription bag thrown at their head.”It’s making things increasingly difficult for pharmacy workers, she says. “It’s a lot when the people you’re trying to help are the people that are harassing you.” In response, the association has launched a KindRx campaign that includes posters, stickers and a patient code of conduct that pharmacies can post. In a recent survey, more than half of the pharmacy professionals polled said they had experienced harassment at work within the past year. Bodnar says when the association asks what it can help them with, the most common response is helping them deal with the public and aggressive behaviour. “This [harassment] is impacting people’s mental health, it’s impacting their desire to go to work, it’s contributing to burnout,” she says. “The stress of working with the public when being treated like this by the public is unacceptable and something that we hear so often.” Read: Ohio hopes six new rules will protect pharmacy workers from understaffing and burnoutShe says there are multiple reasons behind the increase in aggression. Sometimes people don’t understand that the scope and workflow of pharmacists have changed. They expect their prescription renewals to be immediate or not to be asked questions about their health before receiving a prescription. Some are angry they have to make appointments for services or they’re annoyed by drug shortages. On the other hand, some people are expecting pharmacists to have the same scope as physicians and get angry when they don’t, she says. They may also be frustrated with the entire healthcare system, which will show in their interactions at a pharmacy counter. In addition, this kind of harassment seems to be increasing everywhere, Bodnar says, noting that she has seen similar signs around harassment as the ones in the KindRx campaign in doctors’ offices and even fast food restaurants. “I think it’s a general shift, we’re seeing a general intolerance of other people,” she says. The Pharmacy Association of Nova Scotia has also offered programs to pharmacists around de-escalation, she says. And though this campaign wasn’t prompted by any serious behaviours, she says pharmacies should also be aware that they are a high-risk environment and there is a potential for violence. There are steps that organizations can take to reduce the risk of that, such as adding cameras or placing furniture so the patient is not between the provider and the door. For now, they’re hoping this campaign will encourage patients to understand the reasons behind things like wait times for prescriptions and the need to stop, ask questions and stay in control of their emotions. Robyn Oickle, a pharmacy technician and educator, said in a press release, “I understand the frustration from patients who are concerned that they are not going to be able to get the help they need, but they need to recognize that we are doing our best. A little kindness goes a long way.”Read: Police charge man for alleged threats and anti-semitic harassment against Ottawa doctor

KindRx campaign fights back against pharmacy staff harassment

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