Beyond the Counter: How One Pharmacist Bridges the Gap Between Confusion and Clarity

In an increasingly complex healthcare landscape, community pharmacists often become the frontline educators for patients navigating their prescriptions. Dr. Janay Scott, PharmD, is one such pharmacist who regularly steps into roles far beyond the expectations of her white coat. 

"I do a lot of things. I'm not only a pharmacist," Dr. Scott explains. "I feel like a counselor. I feel like a nurse. Sometimes I feel like I could be working in the ER because people come to you first before they go to the doctor." 

Dr. Scott works at a community pharmacy where she sees the disconnect between what doctors prescribe and what patients understand daily. "All the time, people come in confused about prescriptions," she says. "There are just steps along the way where things don't connect. Sometimes they don't even know what they're diagnosed with." 

Her approach is simple but effective: meet patients where they are. One of her go-to methods is to break instructions down into everyday language and then ask patients to repeat them. "I make sure it's small, simple, sweet, and to the point," she says. "Then I have them repeat it back to me. That way, I know they understand." 

Her motivation? "Helping others," she says. Whether it's family, friends, or patients, Dr. Scott often finds herself recommending over-the-counter treatments or flagging potential issues. "Even outside of work, I'm that person people come to." 

Her ability to connect with people is rooted in her lifestyle as well. Social and involved, she says, "As much as I enjoy my life and the benefits of being a pharmacist, I'm always thinking about how I can help my community." 

That community includes people like Vanessa Richards, a 38-year-old mother of two, who remembers when her son's prescription bottle had a different name than the one her doctor mentioned. "I froze," Vanessa says. "I almost didn't give it to him. Luckily, the pharmacist explained it was just a generic name. But I didn't know that. What if I had guessed wrong?" 

Like many, Vanessa often feels overwhelmed. "I'm not a medical expert," she admits. "So, when they hand me a bag with directions and a name I don't recognize, I panic." 

According to a study by the NIH, nearly 50% of people don't take their medications as prescribed due to confusion, forgetfulness, or misunderstanding. Another report by the American Pharmacists Association found that over 60% of pharmacists report daily instances where patients are confused about how to take their meds. 

The emotional toll of bridging that gap can be heavy. "Whatever the doctor doesn't explain ends up on me," Dr. Scott says. "It's stressful, but it's worth it when you see that moment of clarity on someone's face."  

As the role of pharmacists continues to evolve, professionals like Dr. Scott remind us that medication guidance is more than filling bottles—it's about fostering trust, health literacy, and empowerment. 

Learn more about health literacy and pharmacy education, and how to advocate for better medication communication with your provider.