This was the phrase a very upset patient yelled at the pharmacy staff. She had dual coverage with Medicaid and her employer PPO, both denied the claim to cover her life-saving medication. I didn't personally handle the situation but I watched my supervisor handle it. The way she did lined up with what you teach. She I acknowledged her frustration, showed empathy, affirmed she was there to help, and validated their concerns by explaining that the medication was covered by both with the PPO being responsible as the first payor. The woman calmed down while my supervisor called the PPO to address the issue. It took a couple of hours since she spoke to several people from the PPO who didn't understand the problem. I noticed how she kept the patient informed of each step towads progress since she refused to leave the pharmacy. Once everything was settled and the prescription was handed to the patient, she apologized again for the inconvenience and thanked her for her patience. The problem wasn't caused by the phamacy but she took responsibility to rectify the poblem rather than leaving the patient to figure it out on her own.