Preventing Errors: A Tech’s Perspective

July 2007

Cindy Jeter, CPhT

By nature, I am an inquisitive person and like to listen to people’s perspectives on different subjects.  I do not always agree with others, but I still like to hear their thoughts.  It never ceases to amaze me how there are usually as many perspectives on a subject as there are people in the conversation.  Recently, I was speaking with a Pharmacy Resident at a professional meeting, and he was very excited, passionate and full of hope for the new phase in his education. I was sporting a name tag, however, it only revealed my name and the company that I work for, not my position.  The conversation was a polite exchange of light-hearted words. We began by discussing current events and the mutual excitement about our chosen careers.  The conversation grew deeper as we discussed the technological advances, the clinical studies and wealth of information available via the Internet, the effect of drug manufacturers advertising to the general public and the onset of patients that run to their doctor asking for the “purple pill” or the “one with the butterfly that makes you sleep”.  As our discussion grew more serious, we began to talk about medication errors, the severity of mistakes and the tragedies suffered by families involved.

With the best of intentions I asked the young man what he thought we, as pharmacy professionals, could do in the future to address the medication error problem.  What I had hoped would be an inspiring response turned out to be a big surprise and disappointment.  The answer that I received was, “It will be a difficult process to improve medication errors because technicians simply do not care; it is not their license on the line.”  

What this new practitioner didn’t know was that I am a pharmacy technician and I do care. I care greatly, not about a license or a piece of paper, but about people’s lives and performing a role in the health-care system that makes a difference.   

When I began my career as a pharmacy technician, I was fortunate to work under a very wise Director of Pharmacy.  He told me to think of every patient as a member of my family and if I would not give something to a member of my own family, then I should not be giving it to a patient.  I remember that advice as a positive reminder not to make medication errors and to take the time and think about what I’m doing.  His attitude also reminded me to check, check and then check again before the medicine ever went to the floor.

I’ve also learned that preventing medication errors is a team effort and requires mutual respect between pharmacists and technicians.  This type of environment encourages double and triple checks and various other methods to eliminate medication errors.  It also requires, at times, questioning one another without insult or injury but rather verifying that both pharmacist and tech have done everything possible to ensure patient safety.  This type of pharmacist-technician relationship has the unspoken commitment, one that has no finger pointing, and promotes an environment of growth, improvement, and learning every day.  Most of all it cares for patients.