CVS Pharmacy Technician Certification Practice Test

If a customer reports an error with their prescription, what should you do first?

1. Take the customer's information and confer with the pharmacist

2. Ask the customer to wait while you assist others

3. Move the customer to the consultation area and notify the pharmacist

4. Apologize and process a refund immediately

The correct answer is: Move the customer to the consultation area and notify the pharmacist

Moving the customer to the consultation area and notifying the pharmacist is the most appropriate initial response when a customer reports an error with their prescription. This approach safeguards patient confidentiality and allows for a focused discussion regarding the issue, ensuring that the customer feels their concern is being fully addressed in a private setting. In this situation, it’s crucial to involve the pharmacist, who has the training and authority to assess the situation thoroughly and determine the correct course of action. This helps maintain a high standard of care and assures the customer that their health and safety are being prioritized. Other responses may not adequately address the importance of confidentiality or the need for professional expertise in resolving prescription issues. For instance, merely taking the customer's information without ensuring privacy could lead to further complications or dissatisfaction. Additionally, asking the customer to wait while you assist others can come off as dismissive, not handling the error with the urgency it deserves. Apologizing and processing a refund immediately could overlook the vital steps needed to investigate and rectify the prescription error.