Table 3 Pharmacy interactions following syringe purchase request, Arizona 2022
Negative Pharmacy Staff Interaction | Positive Pharmacy Staff Interaction |
|---|---|
Response to Request: Body Language and Tone of Voice | |
Shift to negative body language | Positive or neutral demeanor, No change |
Initial verbal fumble, lack of clarity, pause | Confidence in exchange (request and response) |
Customer Query | |
Why are syringes needed? Do you have a prescription? Are you a patient here? | Why are syringes needed? What size do you need? |
Normalization or Othering of Pharmacy Service and Customer | |
Transfer to other staff Engagement (verbally or visually) with other staff | Same staff member handled interaction throughout |
Syringe sale as not a pharmacy service: “We don’t do THAT here” Buyer is not a customer: “We save them for our customers” | Normalized interaction of care (If sale) behavior as with any pharmacy item sale |
Response to Purchase Rationale (“I need them to protect myself from HIV and Hepatitis C”) | |
Restatement of store policy Stating negative opinion about drug use, the area, or people who use drugs Dismissal-refer to another pharmacy | Expression of care Referral to other pharmacy Referral to syringe service program |
Interaction Closure | |
Pharmacy staff silence, staring at field investigator Investigator had to initiate closure: “thanks, goodbye” or “thanks, have a nice day” | Customary closure by staff: ‘thank you’ If no sale, “Sorry I could not help you” |