Situation 1: Getting the wrong pills when you get a prescription refill

Carlos comes into the pharmacy to get a refill on his medication. The pharmacy technician gives him a bottle. Carlos looks at the bottle and notices that the pills do not look the same as last time.

Carlos: Excuse me, why are my pills green? The last time I picked them up, they were yellow.

Pharmacy technician: I don't know about the color, but look at the name on the bottle. This is your medication. Do you have any other questions? Sign here, please.

Carlos: Okay. [Signs the form]. Bye.

A few days later, Carlos feels that the pills are not working and he has a very bad stomachache and feels nauseous. He makes an appointment to see his doctor and shows the doctor the pills. Carlos' doctor is horrified to see that he had gotten the wrong pills. Luckily, Carlos had a feeling that something was wrong after he took these pills and went to see his doctor. However, this situation could have been avoided if Carlos spoke with the pharmacist when he felt that something was wrong with his refills.

Another way to handle this situation:

Carlos: Excuse me, Why are my pills green? The last time I picked them up they were yellow.

Pharmacy technician: I don't know about the color, but look at the name on the bottle. This is your medication. Do you have any other questions? Sign here, please.

Carlos: May I please speak with the pharmacist? I would feel better if the pharmacist explained to me why my pills are a different color this time.

Pharmacy technician: Okay, Sure. Just hold on one second.

Pharmacist: Hi. My name is Dr. Williams. How can I help you?

Carlos: Hi, I just received this medication and the pills look different. They are green now, but last time they were yellow.

Pharmacist: Ok, let me take a look here.

The pharmacist looks at the pills and notices that the medication is, in fact, not correct.

Pharmacist: Oh gosh! I am so sorry, but I must have switched your medication with someone else's. I feel horrible about this, but I am glad that you talked to me!

Carlos: Trust me, I'm glad too!

Remember, the person who rings up your medication at the pharmacy probably isn't the pharmacist. You have a right to speak to your pharmacist to ask any questions you may have. While mistakes do happen, you can take steps to prevent them by getting to know the pharmacist at your local pharmacy and asking him or her questions! Talking to your pharmacist will help you feel better about managing your medications and it may save your life!

Situation 2: Knowing your rights to privacy at the pharmacy

Maria, a 17-year-old woman, enters a busy pharmacy. There are a few people on line. She does not want anyone to know that she is on birth control medication.

Maria: Hi, I would like to get a refill.

Pharmacist: What is your name?

Maria: Maria Thompson.

Pharmacist: Which medication do you want refilled?

Maria: Uh Ummmm...

Maria is embarrassed and hesitant to say the name. She feels that the people on line may hear her.

Pharmacist: [Loudly shouting across the pharmacy] Is it your birth control?

Maria is embarrassed. She is sure that the people on line heard the pharmacist announce that she is taking birth control.

Maria: No, I'm not on birth control. You must have me confused with someone else. Never mind, I have to go. Goodbye.

Maria leaves the pharmacy. She now has no more pills left and is not sure that she can ever go back to that pharmacy again.

In this situation, the pharmacist was wrong for loudly calling out the type of medication that Maria is taking. It is against the law to publicly give out any part of a person's medical record. As a patient, you have the right to privacy Remember, it is a violation of the HIPAA law for health care professionals (including pharmacists!) to disclose patient information in public.

Another way to handle this situation:

Maria: Hi, I would like to get a refill.

Pharmacist: What is your name?

Maria: Maria Thompson.

Pharmacist: Which medication?

Maria hands the pharmacist the prescription label with the refill number on it.

Maria: It's this medication. Here is the label with the prescription number.

Pharmacist: Okay, thank you. It will be ready in thirty minutes.

Maria: Thank you.

If you feel uncomfortable talking about your medication while at the pharmacy counter, you can always write down the name or refill number and hand it to the pharmacist. You can also request to speak to the pharmacist in private, if possible. Ordering refills by phone is another option. Some pharmacies also have a service where they will automatically refill your medication when the time comes. Doing these things can help you feel safer and prevent situations like this from happening.

Did You Know? is a series of health articles written by HHPC and reviewed by our Health Advisory Board.