N.S. pharmacy association says members facing more harassment

The Pharmacy Association of Nova Scotia has launched a new anti-harassment campaign after a new survey revealed more than half of respondents have been intimidated or threatened at work over the last year — mostly by their own patients. 

Allison Bodnar, the association's CEO, said harassment, intimidation and physical threats against pharmacists have been on the rise in recent years. 

"We've had people throw their prescription bags at peoples' heads and it's just impacting our members' mental health and their physical well-being … and it just needs to stop," Bodnar told CBC Radio's Information Morning Sydney on Wednesday.

The association, which represents more than 1,500 pharmacy professionals in Nova Scotia, recently conducted a survey about harassment in the workplace. Of the 700 members who responded, more than 50 per cent had experienced some form of harassment in the last year.

Bodnar said these experiences are happening to burnt-out staff, which has led to increasing rates of disability and sick leave and in turn, staffing shortages.

She said it's something pharmacies across the country are facing.

"It's a bit terrifying and we're seeing this across health care too. We're having people just tired and leaving the profession. They aren't finding joy, they don't feel safe, and they just said enough is enough."

That's why the association has launched KindRx, a campaign that aims to remind the public that pharmacy professionals are there to help, and don't deserve to be harassed. 

The campaign is accompanied by a new patient code of conduct that has been distributed to pharmacies around the province. It outlines how patients should conduct themselves, what they need to know about how pharmacists work, and what they can expect if they're being treated at a pharmacy. 

Bodnar said some harassment may stem from the lack of understanding about the evolving role of pharmacists in Nova Scotia.

Pharmacies have expanded their scope of practice — to assess and prescribe minor ailments and administer injections — as a way to improve access to health care in the province.

Bodnar said while pharmacists are thrilled about the increased scope, there needs to be more education for the public on what they can and can't treat.

"We either have people angry that we can't do everything that a physician can do or they're angry because we're doing more than they think we should," Bodnar said.

"We need the public to remember that these folks in front of them, they're doing the very best they can for them, and taking out their frustrations and anger about the system is just not appropriate."

Pharmacist not surprised by numbers

Graham MacKenzie, who has been a pharmacist for 31 years, said he's not surprised by the results of the survey.

MacKenzie, who is a regular contributor to CBC Radio's Maritime Noon, said it's hard to imagine a pharmacist who, within a year's time frame, hasn't had a difficult experience with a patient. 

He said he's lucky because he works at a small pharmacy location in Baddeck, N.S., and it's rare that a situation turns violent.

"Sometimes it's a level that you can kind of de-escalate on your own," MacKenzie said. "I have called the police when it got to the point that I knew that we were not going to be handling it on our own."

He said this can sometimes happen if the pharmacist is unable to provide medication to the patient without a renewal from their doctor.

Bodnar encourages patients to make sure refills are called in before their prescription runs out. She said making appointments ahead of time is also helpful.

"If you're not happy, speak to the pharmacy manager. Let's learn together, let's figure out a solution," she said.

"But please don't take it out on the front staff that are trying to help you."