This scenario repeats itself a dozen times per day.
Customer: I'm picking up prescriptions.
staff: OK, I have 3 prescriptions for you.
Customer: No, there should be 4.
staff: Well, I have these 3 here. Which one are you missing?
Customer: I don't know which one it was. I just know there should be 4 for me.
Pharmacy Mike in his head: AHHHHHHHHHHHHHHHHHHHHHH!!!!!!!!!
You have no idea how much I hate this. My first instinct in this case is always to respond, "Well, if you don't know what it is, then I don't know what it is. Sorry." Of course, that would never go over well. Apparently, we're supposed to be mind readers among all the other tasks we have to do. We're supposed to keep track of what ALL of our hundreds (if not thousands) of patients need to have filled at all times.
In my dream world, my official policy would be that anyone picking up prescriptions at the pharmacy is responsible for knowing which prescriptions are being picked up. If one is missing, and you don't know what it is, tough luck.
The other thing that always makes me cringe is when I hear someone come to the counter and say, "My doctor was supposed to call in a prescription for me."
Is it just me, or does it seem like 90% of the time a customer says this, the doctor has not called in the prescription? Upon learning the office never called, the follow up question is always, "Can you call my doctor?"
HELL NO!!!!, I want to scream but never do. I hate calling the doctor's office in this case. Quite frankly, I think it's rude. Maybe the office staff just hasn't gotten a chance to do it yet. Maybe instead of it being 5 hours ago that the patient left the office (like the patient said), it was really 5 minutes ago. There could be any number of good, acceptable reasons why the prescription was not called in yet. I feel calling them on this issue is kind of like rushing them. I don't want someone calling in to rush me when I'm doing my job. Why would I do it to them?
Furthermore, I believe my responsibilities begin once I get a prescription. From there, I'll check it for accuracy, check for interactions, do whatever I can to get it to go through the insurance, and make sure it is filled correctly. However, I don't feel it's my job to track down a prescription that hasn't been called in yet... and this refers to a doctor calling in a new script or a customer calling in a refill.
If your doctor hasn't called in a prescription yet, YOU call the office. If you don't know what prescriptions were supposed to be filled, YOU go figure it out. Those are the customer's responsibilities. My responsibility (when it comes to prescriptions) is solely to fill every prescription I'm told to fill safely (I include counseling here) and accurately.