I went to my pharmacy today, which is usually a nucking fightmare. Nothing’s ever ready, the computer takes forever, the insurance info is wrong, and there’s always someone screaming at the staff.
Today the computer was slow, as usual. The woman filling my script just kept typing and typing and typing, and I remarked that she seemed to be typing in the entire chemical structure of the drug. There was a guy in a tie just sort of hanging out in the background and he laughed. Then it appeared he was watching what the staff was doing, and occasionally he’d step in to show them something on the computer or to ask what the pharmacy assistants were doing.
Turns out he was the Efficiency Expert and I.T. guy. But, unlike every other one of those I’ve met, he was really good. Pleasant, observant, helpful, and very interested in making things work better. He’d already set up both the computers and the staff process so that people actually there in the store waiting were at the head of the queue, which incredibly had never been done before. He was also there to prepare the staff for the new computer system, which he said was “more drop downs, less typing, and easier.”
Then he stopped me on the way out to ask how well they’d done. The answer was perfectly: my two prescriptions were done in 10 minutes.
Now if I could only get a plan where it didn’t cost me hundreds of dollars a month to get the meds I need…