CVS Pharmacy Technician Certification Practice Test

If a customer claims their medication looks different than before, what should you do?

1. Assume it's a different manufacturer and inform them

2. Have the customer discard the medication

3. Write down information and ask the pharmacist to speak with the customer

4. Explain the situation without consulting the pharmacist

The correct answer is: Write down information and ask the pharmacist to speak with the customer

When a customer expresses concern that their medication looks different than they remember, it is important to take their concerns seriously, as this can impact their health and adherence to the medication regimen. Writing down the information and asking the pharmacist to speak with the customer is the best approach because the pharmacist has the training and expertise to evaluate the situation effectively. Pharmacists can check if there has indeed been a change in the manufacturer's formulation, packaging, or appearance of the medication. They can also verify if the medication is dispensed correctly, ensuring that the customer receives the right drug and dosage. By involving the pharmacist, you ensure that the customer receives accurate, professional advice and guidance, which is essential for maintaining their trust in the pharmacy and ensuring their safety. This approach not only addresses the customer's immediate concern but also respects the professional roles within the pharmacy team, ensuring that the customer receives the most informed response possible. It helps reinforce the importance of communication and collaboration in maintaining patient safety.