Rite Aid Pharmacists Demonstrate “We Care”
The mother had a spoon in her hand, ready to give her crying newborn another dose of medicine when the phone rang. It was Helen Maser, pharmacy manager in Roseville, Mich., calling to see how the baby was reacting to a prescription filled three days earlier at her store.
“The mother said the baby was very fussy and covered in pink blotches,” Maser recalls. “I asked a few more questions and discovered that the baby was also having difficulty breathing. I told the mother to give the baby Benadryl and take the baby to the emergency room.”
Maser’s phone call may have saved the baby’s life as the newborn was experiencing an allergic reaction that could have led to a severe inflammation of the windpipe. The baby was treated and has since recovered.
“The mother thanked us profusely,” Maser says. “She said she would have given the baby another dose because the doctor told her to finish all of the medication.”
Maser’s phone call to the mother is part of a Rite Aid program called “We Care Patient Callback,” which encourages pharmacists to call at least three patients each day who have recently filled prescriptions at Rite Aid.
Rite Aid launched the program last year to increase interaction between pharmacists and patients, provide a service that improves the overall healthcare of patients and build loyalty to Rite Aid pharmacies.
Dan Miller, vice president of pharmacy operations, says that during the “We Care” calls, pharmacists ask patients if they have experienced any adverse reactions or side effects, if they have any further questions regarding their drug therapy and if there are any ways Rite Aid can improve its overall service to the patient.
Miller says pharmacists are encouraged to call patients who have filled pediatric acute medications, started a new therapy of maintenance medications, take multiple medications or are new to the pharmacy.
“Pharmacists find that making these calls can be very rewarding because patients are so appreciative,” says Miller. “Patients think it’s great that, in a busy world like the one we live in today, someone is taking the time to follow up with them and see how they are doing.”