The Rounds Journal · For pharmacists
“Treated like doormats”: pharmacists on respect at work
Pharmacists describe daily friction with physicians and patients, and patients describe advice that goes too far. Both point to the same question about the pharmacist's role.
Pharmacists are trained medicines experts, and in hospitals they catch prescribing errors every day. In practice, many in the region say they are treated as the last step in a supply line rather than as members of the clinical team.
“pharmacists are treated like door mats, daily yelling from physicians over medical orders, daily yelling from patients”
“we can't prevent him from filling here... he apologized to corporate, and they made note of the incident, but we can't prevent him from filling here”
In the hospital
Disagreements over orders are part of the job. A pharmacist querying a dose or an interaction is doing what they are there for. When those queries are met with anger, the risk is that pharmacists stop raising them.
At the counter
Retail pharmacists deal with high volumes, long waits and patients who are unwell or worried. Most interactions are fine, but staff describe abusive customers who keep their right to be served, leaving the pharmacist with little protection.
The other side
Patients have their own complaints, including pharmacists who offer diagnoses they are not qualified to make.
“the pharmacist literally looked at her arm and went 'it's leprosy.' ... pharmacists aren’t even licensed to be throwing out diagnoses like that???”
Advice that goes beyond scope damages trust in the whole profession. Staying within scope, and referring when something needs a diagnosis, is one of the clearest ways pharmacists can earn the respect they want.
What can help
Raise order queries using a clear structure: the issue, the evidence, and your recommendation. Document it.
Escalate repeated hostility through your manager or the hospital's pharmacy and therapeutics committee.
Ask your employer for a written policy on abusive customers, including when staff can refuse or pause service.
Refer patients who need a diagnosis. Stay within your licensed scope.
Pharmacist scope of practice differs by country. Check the rules set by your licensing authority.