20/20's Story on Pharmacy Errors Part 2

[haris1254]

there should be alot more workers and pharmacists in a pharmacy but usually theres one or two pharmacists for 6 to 8 technicians. they need to slwo the pace because these drug errors happen often although most are not serious but the system is set up in such a bad way that its dangerous for patients while profit generating for the owner of these pharmacies who do not even work in these pharmacies.

[haris1254]

the system is so messed up. bc its about profit, consideration for the patient is not above profit as it should be. when i was working at a pharmacy you feel like you are in a busy assembly line. but why its like that is not the customers fault and this kind of system should never exist in a business that deals drugs to people. but since its profit driven the owner of these corporations have standards of how much profit should be achieved and the pharmacist has to work at a sped to achieve that

[H0tkebab]

That woman with the glasses is a bitch.

[TheMessymommy]

I am so sorry to the Suburban Chicago family, if you ever read this. How awful >:(

[TheMessymommy]

I always check my pills, drugs.com and mayo clinic to make sure they are really the right ones. (yes I use the net to double check)

[Carriebab]

I work at a CVS in a small town in Georgia. Over the past 6 years I've seen mistakes made and a lot of mistakes caught by the Pharmacist made by the doctor's and nurses. As a certified tech we take on a lot of responsibilities that most people don't see behind the counter or through the drive-thru window. We are not a fast food restaurant and I hate asking the customer when they want to pick it up. We should be having a sense of safety not a sense of urgency when filling drugs. No waiters!!

[trofy]

@Carriebab Hell yeah I also hate everyone's expectations when the store is extremely busy and they get angry at the wait time is not what the want for it to be!

[SNOflake888]

I'm a certified tech & used to work at Rite Aid. Instead of focusing on the best way to serve the patients, Rite Aid had STUPID, POINTLESS, TIME CONSUMING programs & paperwork that corporate wanted us to do. It kept us from doing our JOB which is assisting the pharmacist & helping customers. I had to endure yelling from both sides, the customers & the management, because we were overrun, overworked & understaffed. I now work at an independent pharmacy & the difference is night & day!!

[PhuQuangLe111]

hey its not about profits

this earth is not about revenues

its about a day of rest after all this, so just do your job right and do it slow.

[pharmd718]

I am a pharmacist. Chain pharmacies limit the number of pharmacy techs to support the pharmacist in an attempt to save money.  Depending on the amount of prescriptions you process per day is what they use to determine the amount of help you should have. The pharmacists work non-stop and are expected to process as much Rx's as they can in the shortest amount of time. For that reason I left chain pharmacy to work in a hospital. I make thousands of corrections every year.

[charmingmyth]

@gr8est08 -- Each pharmacist I have worked for--corporate and independent--has always made a notation on the Rx receipt attached to the bag of possible OTC interactions with a medication, or interactions as simple as being on an antibiotic and sun exposure. I'm shocked at the technicians not asking the patients if they have any questions before the signature, and the offhand "it's to show you picked up your prescription" actually goes against HIPAA laws, which were in effect when this aired.

[charmingmyth]

I think it's bull how a doctor's consultation about a patient's known medications falls onto the pharmacist; a good doctor fully reviews a chart and always asks a patient what else they're taking. Many times I worked beside pharmacists who caught the interactions before the Rx was typed into the system (which auto-checks interactions of known meds). Building a good rapport with your pharmacist and doctor(s) also keeps everyone "in the know" and prevents possible interactions.

[gr8est08]

yes it is up to the pharmacy. they do not know who it is for and in that case they should at least be asking if it is for them. drug interactions are very dangerous, like the coumadin and aspirin.

[TiburonGirl88]

"When do you want to come back and pick this up?" "I can't have it now?" Dude, you just handed me the prescription!

And you can't just blame Walgreens. CVS, Wal*Mart, local pharmacies, all make mistakes. Our jobs are hard enough as it is without 20/20 trying to make people more mad at us.

And we're not fast food, so don't expect to get your medication as soon as you "order" it. They need to make a video of what the techs/pharmacists have to do to fill a prescription.

[chrissytinalalala]

This segment they did was very angering to me as a pharmacy student the first time I saw it. 20/20 tends to choose the most controversial evidence when making a point. After they aired this, I didn't want to go into work. In the world of medicine, do you know what a study with 100 people proves? Not much. You need much a bigger test group to draw any conclusions. 20/20 should have tried this at many more stores and took individual state laws into consideration, as well as independent pharmacies.

[basketballman169]

Someone should really do a story on how 20/20 likes to twist the facts in order to stir controversy...

[chrissytinalalala]

I completely agree with you.

[Moiranne2]

Baloney! Also, most of those people ringing up were techs not pharmacists, so they don't consult. Faulty and inaccurate reporting. Where is the patient accountability?

[Lukychrm42]

While I'm not minimizing the problem, I just want to say that while I'm living in Korea, not only am I not told what medications I'm taking, there is no information about the drubs, dosage, side effects, potential interactions, etc. In many cases, the pills come in unlabeled packs. My doctors don't even ask what medications I take. It's truly frightening.

[ExquisiteNikki]

GOD i hate my JOB as a TECH!!!! Cant wait to get into the LAW. FUCK this 20/20 shit, its not our fault for this shit! were so short staffed!!! and the customers are so bitchy.

[clarkbell]

All Rite Aids built new since 2004 (excluding the Eckerds they acquired) have entire rooms for patient counseling.

[dannad2006]

I am a nationally certified pharmacy technician in OHIO. Everything I am commenting on is in regards to OHIO law. These are a few things that are inaccurate:

0:48/2:51 - Pharmacist's are not required by law to counsel anyone. It is the patient's responsibility to ask questions if they have any!

3:35 - You're not being mislead at all! Read the paper that you have to sign. That's all it takes. Don't be lazy.

4:05 - Yes, you are saying you don't want counseling...and that's your choice.

[devinefist81]

Hey Techs if you have a hard time in retail stores.. MOVE ON. its not worth it. work at a home infusion center.

best decision you make in your life

[lehz]

You can work in mail order pharmacy too...

[luvalot311]

I worked as a Pharmacy Technician at Walgreens 3 years ago, and it was seriously the WORST job I've EVER HAD in my ENTIRE LIFE!! And I have worked fast food in the past. I had crappy training and crappy coworkers and crappy management. And another thing, patients need to read their freaking bottles! Some people come to me and say "I need a refill on the blue pill" WTF?!?! Know your meds! Luckily I got hired as an Inpatient Tech and life has been much better!

[devinefist81]

glad your doin better.. i work at a home infusion center.. a closed door pharmacy.. that should be your next move..

easy work easy enviorment. gooood money

[PharmacistCounseling]

In order for pharmacist to overcome making errors, the company must support the pharmacist in doing so. Most companies have a quota system where they will not have 2 pharmacist in a store at the same time unless that store fills a certian number of perscriptions per day. The company execs are treating pharmacist like they are on a grill at a fast food chain. With the drive thru, the perscription drop off window, the pick up window, the pt consultation window, and the phone, you will go crazy.

[catpedia]

that is so stupid the people who ring up the purchases are not the pharmcists and THEY CANT give advice about medical effects, including drug interactions such as the aspirin and comudain So this who 20/20 thing was just a stupid meaningless show

Also most states such as mine, require a Pharm Tech to be certified, pass a course, background check, and a high school diploma, then apply for a license having a pharmcist sign off on it, that you work for him or her.

[aubinhick91490]

I work at CVS as a tech, and we always ask if patients have questions for the pharmacist. We also explain that they're signing agreeing that they have no questions at the present time for the pharmacist. Obviously there's some people at some CVS that don't. Same with other drugstores. Nobody's perfect, but employees should be trained to understand fully that they're dealing with legality issues, not simple "store policy".

[Imnotscared]

That aspirin sting, really bothers me. I know for a fact that any script filled for Coumadin, has an auxiliary label attached, warning not to take aspirin. I mean come on. People should read the bottles of the medication they take. Walgreen's also offers Large Print prescription info for Older folks who can't see the small print.

[listenthinkspeak]

Educate yourselves about the things you put in your mouths BEFORE BEFORE BEFORE, you eat it! Healthcare is a SHARED RESPONSIBILITY between professionals AND PATIENT! Furthermore, all of us are human and therefore ALL of us are inclined to error. To avoid making errors would require perfection. If we were such we would be Gods. Since NO ONE, can sanely make such a claim, do your part, take the responsibility of your own life into your hands and stop blaming everyone else!

[kb3600]

You are only signing that you picked the prescription up, that's for insurance purposes, and for those patients who call back saying "I didn't get my medicine!" when you know they did. There is a "yes" and a "no" on the signature log that the patient circles to acknowledge whether or not they wanted counseling. Signing your name, or circling "no" for counseling doesn't mean you're "waiving your rights" to ANYTHING.. Why must people be so dramatic?

[cwj06001]

I work in a Walgreens Pharmacy and we are always supposed to ask "Do you have any questions for the pharmacist about the medicine?"

But what does this really do? I get old men telling me they've can't the drug forever and then proceed to give a history of medications they took years ago. I have old paranoid people asking me with the can still use eye drops with medications that have nothing to do with the eye!In most cases the employee's are scare to ask with you need help cause of wackoos

[jjr04001]

Good point Ayevivi. Also, healthcare is a share responsibility, between Professional and patient, not just the responsibility of the professional. Just like you check your fast food order to make sure they left out the onions, you should be making sure you are getting the right medication and the right dose. That is not to say that ALL patients are able to do so, but many are. This especially goes to the parents or caregivers giving medications to a loved one.

[listenthinkspeak]

BRAVO ... i agree completely!

[ayevivi]

And the Freaking pseudophedrine law takes up way too much time and takes us away from the prescriptions....all of this on top of people treating us very badly and like we have to get their meds out like fast food can lead to really bad things.

Please practice patience. From Working retail pharmacy. I have learned to treat other people in other service industries more kindly because (although they are getting paid), they are giving up a Sunny Saturday to Service You!

[ayevivi]

please be patient cashiers, pharmacy technicians & pharmacists. We are constantly rushed to give you your meds, given dirty looks, blatantly cursed at, hung up on...and there is a huge volume of scripts, insurance problems, checking if substitions are allowed, dealing with illegible writing on scripts, calling Drs & nurses, people turning in fradulent scripts, out of stock/backordered drugs, patient counseling, people asking Us random questions about where CHICKEN ROTISSERIES ARE???

[kb3600]

hohohoh.. you are TOO right. too right!

[Crowrocker71]

I always come home and look up any and all meds. that I take....Drs. & Pharmacies will KILL you folks....look it up!

[chrissytinalalala]

They can also save your life, dumbass. They are not out to purposely harm you. The next time you need an antibiotic or you pick up a monthly prescription, be thankful you live in a country where this service is available. People like to focus on the bad and not see all the good there is. I'm not saying medication errors aren't harmful because they can (and unfortunately sometimes do) harm and/or kill people, but imagine how many people would die if health care professionals did not exist.

[Crowrocker71]

Let me guess -----ummm????...... you work for a drug company. That's what I thought dumbass! KMA

Your smites don't bother me - smite away. : )

[chrissytinalalala]

No, I do not. I am not a proponent for any drug company at all. I am in favor of the advancement and betterment of the health care profession. Stories like these are biased, the facts are twisted, and in the end these segments help no one. But, don't think for one moment doctors and pharmacists are out to kill you. That's farthest from the truth (minus Dr. Kevorkian). Like I said before, they save lives and help make them better. Everyone makes mistakes. It's part of what makes us human.

[frericjk]

again misleading. I think it's unreasonable to expect counseling on every single over the counter item when all you do is ask someone to ring it up. millions of customers buy products for family members, neighbors, coworkers, etc. just because they buy a medicine that interacts with a prescription medicine that they're picking up in no way means that they are both for that patient. responsibility falls on the patient when it comes to taking over the counter medications.

[cwj06001]

yea I mean is the tech supposed to assume the huge bottle of aspirin to be for himself and not for his family?

Oh yea, and on the damn patient leaflet it says don't take aspirin

[Imnotscared]

That part was ridiculous. I am a Cpht and when I'm ringing a patient out , I would not know whether an OTC drug will interact with the prescription they are picking up. I do agree that the patient should be offered consultation with the Pharmacist.

[leadfoot210]

your absolutley right

[frericjk]

again misleading. I think it's unreasonable to expect counseling on every single over the counter item when all you do is ask someone to ring it up. millions of customers buy products for family members, neighbors, coworkers, etc. just because they buy a medicine that interacts with a prescription medicine that they're picking up in no way means that they are both for that patient. responsibility falls on the patient when it comes to taking over the counter medications.

[frericjk]

again misleading. I think it's unreasonable to expect counseling on every single over the counter item when all you do is ask someone to ring it up. millions of customers buy products for family members, neighbors, coworkers, etc. just because they buy a medicine that interacts with a prescription medicine that they're picking up in no way means that they are both for that patient. responsibility falls on the patient when it comes to taking over the counter medications.

[KnightMetal6969]

Walgreens sucks anyhow.

[jaydude28]

blame the drug companies for not finding the cure to the dieases of the world, they want us to be sick, and then die, when its all said and done they want to make the money, Walgreens is trying to cure the person, but the customer should also do research as to what is causing their suffering

[knuttsaq]

I don't know about other pharmacy's, but where I work clerks/cashiers are the ones to finish the transaction with the customer. Why would they know when to tell a patient about a possible drug interaction with a OTC? Consultations are mandatory unless the patient refuses, so the patient must show some responsibility when it comes to taking OTC products. Will our front end cashiers soon have to question the people buying alchoholic beverages too? When/where does the pt. take responsibility?

[PajDawb88]

I don't like watching 20/20's stories because they do interviews and then cut and paste certain parts to make their stories intriguing or more likely enraging. Funny though Marian 4:35 "I dont know why because I wasn't there." Not a very good defense.

[klo88]

i didn't mean to sound like a prick in my last comment. but i'm also saying that not all the errors are the pharmacy's fault. a lot of them are caused from the doctor or insurance companies or like i said before, the customer's failure to communicate.

[klo88]

just to let you people know, pharmtechs are not allowed (by law) to give customers ANY information on medication, whether its perscription or otc, which is why we always ask if you have any questions for the pharmacist. i work at one of the busiest cvs's on long island and that's it goes down in my store, i don't know about anyone elses. just keep that in mind next time you step into a pharmacy so next time we don't have to blamed for your failure to communicate.

[tmec420stoner]

i got 31 ambien in this months bottle YAY

[bball4life2308]

loooooooooool...every time i fill a perscription i wonder if people actually count every single pill...

i guess they do

[tmec420stoner]

the pharmacy tech looked like a pothead so i wanted to see if he shorted me a few pills or not but he gave me an extra one lol

[DarqueSock]

they usually got a pill weigher or counter, it might be off by 1 if any

[bball4life2308]

naah...ambien is fast rack...gotta count that out by hand : )

[rez5005]

The CERTIFIED Pharmacy Technicians are underpaid from my opinion.

[rez5005]

Pharmacy Tech's do most if not then all the work than a Pharmacist does...A Pharmacist's responsibility is to double check the order for errors before signing it. And the Pharmacists get paid way more than Pharmacy Technicians do and the Tech's get most of the blame for errors. They work there tails off for pennies!!!

[iKEYY]

Pharm techs dont require 6 years of schooling.

[iignoreyou]

Pharm techs a year or less,Pharmacists require 4 to 6 years.

[hentaiseeker]

NOPE. Today you must be a doctor (Pharm.D). 8 years.

[cwj06001]

WEONG: To get a PharmD ( a Doctorate of Pharmacy) requires 6 years straight through or a excellerated 3 yr. program following receiving a 4 year BS.

6 years is generally the average to get a PharmD. While it's not 8 years which is need to get an MD, a pharmacist will generally have a much better knowledge of medications than most doctors

[kb3600]

Anyone graduating with a pharmacy degree is automatically getting a pharmD.. it takes 6 years.

[busterbone]

It's the triangle of "p" communication; physician-patient-pharmacist that obviously has it's weaknesses. In today's demanding fast drive-thru world, all three parties and their subordinates/liasons (medical assistants, pharmacy techs, patient's relatives, etc.) need to all be more accountable.

[colgatesmiley]

Its not the pharmacist fault!

They are only human.

They are worked like dogs!

[rozy71]

They do offer counseling. The people say they have no questions, you can not force people to listen. You have it all wrong. You try to make people look bad, because you are ignorant. How does she know they are taking the aspirin and coumadin togeter, unless the patient asks about it.

[rozy71]

I've been a customer at a lot of other pharmacies, and Walgreen's is by far the best. The other one's don't ask you anything.And Walgreen's does a damn near perfect job!!!

[rozy71]

The tech's are trained extremely well. They do ask if there is any questions. It is checked if there are interactions with any prescription medicine. You don't see what is in the package when you sell it to the customer. You ask there name and verify it is them. You have no way of knowing there will be any interaction with other things they buy. It's absurd to even think so, unless the customer asks if it's ok. You can't blame the pharmacy. You have no right focusing on Walgreen's

[rozy71]

Walgreens does 350 to 600 scripts a day, per store. 2 bad errors all though they're not acceptable, that is nothing compared to all the scripts that are done. And the doctor's write so horribly, the script probablly said 10 mg on it. The pharmacist is there to check to make sure these errors do not happen.

[chrissytinalalala]

That mistake is exactly why trailing zeros should no longer be used. The script probably said 1.0 mg. I love how they didn't show what the prescription actually looked like. That would probably just shed a better light on pharmacies. Also, since when do pharmacy technicians VERIFY scripts? That's the pharmacist's job, and that's the reason they go to school for 6 years.

[markiexp85]

ppl don't understand pharmaceutical companys make BILLIONS and by these pharmacy techs tryin to cover for pharmaceutical companys, they're lovin it. y? because they won't have to take any action cuz the little guys r covering up for them. same thing goes for with a gang. the bosses don't get locked up the little guy doin the dirty work gets it while the tier on the top gets the profits.

[cvirgen]

Pharmacy clerks can't counsel patients because we don't have a license. Coumadin interacts with almost everything and the doctor would have told the patient which otc meds to stay away from. This stupid show makes us look bad but what about the good things like when the pharmacists catch mistakes that the doctor made. Like drug interactions or over dosing or drug allergies? Of course, no one pays attention to that. They just want their medications cheap and fast.

[bezelthai]

Most of the people at the register are not pharmacists. Pharmacy technicians are not allowed to give council. They should know what signing is for, though.

[TRUMPET737]

And You know that they probably paid some pharmacists here to not say it? or they dubbed it. its not all real

[TRUMPET737]

Ok, Pharmacists have lives too. They probably make mistakes sometimes, but not a lot... You shouldnt believe everything that every one says. Even if its on 20/20 and ABC doesnt mean you should trust it

[Devoted524]

Wow, this Mary-Ann lady that is speaking of behalf of the drugstores is a MORON, she had absoultely nothing to contribute to the discussion.

[loreleisiren]

In Europe(I'm American)we get original boxed tablets...none of these pill bottles which could be filled mistakenly with a different meds. Also each tablet sheet is printed with the name of the med on it. Inside the box is an information sheet listing who should or should not take the med and what possible side effects you could have, etc. It is not such a strain for the pharmacists to fill prescriptions as they just have to find the right box on the shelf.

[colgatesmiley]

ah.

true

but remember, they have to fill out soooo many prescriptions.

they are only human.

they get tired and sleepy.

and poeple are always being rude to them

[DemonJustice]

Wow. So many prescriptions in a day. Maybe, it's time drug stores get real pharmacists, who might actually have the knowledge about the medicines to work behind the counters? Yea everyone makes mistakes but someone else has to pay dearly for those mistakes. I think the problem is that we are handing out too many prescriptions a day. There's too much pressure on the techs to keep up with the demand when everyone wants everything QUICK and EASY.

[imfungidd]

Pharmacist are people too... we make mistake..... nobody is perfect...

[badballiance87]

Im a tech at CVS. I dont even know where to start to comment on this garbage, but let me just say that its the stupid customers with whom problems happen. If you have half a brain and you care at least a little about what chemical goes in your system, you will be perfectly fine.

[aoski716]

Me, even not being that of a pharmacist (only wanting to so badly) thinks its rediculous the way the network cropped and edited this. Only picking out the bad. If people really did take caution, they would ask about drug interactions. And when signing, for your drugs you are not completely waiving the right to ask the pharmacist a question. You can always ask, Pharmacists, like doctors take oathes to help the people.

[dheh123]

As a pharmacy tech for CVS, I can see that 20/20 is twisting everything. Even when the customer signs the sheet at the end saying that "No, I do not want to be counseled", that does not mean that the pharmacist or technician is not responsible if a mistake had been made! It's common sense! And yes, to reiterate, we cannot counsel _every_ single customer nor can we think for them. In the corporate world, everything is about profit and speed rather than accuracy and correctness.

[foxyroxytm]

This is ridiculous, I work in a pharmacy, does anyone know how busy it gets at times? There's no way the pharmacist can explain each medication and side effects to everyone, that's why we print out a paper with instructions for customers. And the person who rings up the medication is usually not the phamacist, and they don't know all the drug interactions. Give us a break. Maybe if stupid people weren't so dependant on all this medication, this wouldn't be such a problem.

[DooberXL]

1) Pharmtechs usually do the cashiering and always ask "Do you have any questions for the pharmacist?" as required by law. Pharmtechs are not required to know EVERY BLOODY drug interaction, especially at busy pharmacies where they fill 400+ prescriptions a day. We can't be expected to check each prescription a person picks up, tell them about drug interactions, and still keep the work flow going even though customers are specifically asked "Do you have any questions for the pharmacist?".

[joybeeme78]

the coumadin and aspirin interaction, a cashier NEVER knows if the SAME person is going to take it.

[jhericurl85]

good point, the cashier wouldn't know if the coumadin and aspirin was for the same person. If the doctor prescribed the medicine he would have asked the patient if they took any other prescriptions anyways.

[cipher747]

what exactly happened to the little girl at the end? they didnt say..

[gypsy1971]

This is a tragic story but everyone makes mistakes. Everyone. A missing child proof cap, keep your medications out of the reach of children. Shortage of pills, go back & get the rest. If I am concerned about interactions, I ask. It would be great if you could spend a half hour on each rx, but then you have patients standing in line screaming at you for being too slow. No matter what you lose.

[dancelovedrum]

Adverse reactions to prescription and over-the-counter medicines kill more than 100,000 Americans and seriously injure an additional 2.1 million each year. Such reactions which do not include prescribing errors or drug abuse rank at least 6th amoung causes of death in the U.S. behind heart disease, cancer, medical errors, lung disease, strokes, and accidents, according to a report bythe Journal of the America Medical Association.

[desaisonam]

what the heck...they show the NY CVS pharmacy guy running out!...n all the bad stuff abt WALGREEN'S...so biased...CVS finds.abc's broadcasts!..so they are being biased!..n talking just abt walgreens... "most of the bad examples ABC uses are undercover video of Non-walgreens pharmacies. Yet Walgreens is all they talk about"

good point!!

[cwj06001]

In reality, after working for both, walgreens has a better computer program and is much better than CVS in accuracy

[Imnotscared]

I've worked for Walgreens for over 5 years, and I believe they are much more efficient than any other chain. The 20/20 video was very misleading. First of all I know for a fact that Walgreens keep track of all medication errors with a program called STARS. The video said otherwise.

[fowler04wrx]

Why in the world did the Harrison School of Pharmacy @ Auburn conduct an investigation that would discredit its own profession and then show it to the world? Gook work farm school!

[joekuta]

I like that most of the bad examples ABC uses are undercover video of Non-walgreens pharmacies.  Yet Walgreens is all they talk about.

(and I do not include buying an over the counter product to be a non-addresed drug interaction. If you are allergic to latex, and purchase some regular condoms, this is not anyones fault but your own unless you ASK a health professional).

[jtbaski1]

I love how no errors were made in the dispension of medications and yet they still say there was a percentage error. It seems as though they're just trying to find reasons on how to pick on pharmacies. Instead of doing this, they should praise them for all the correct prescriptions pharmacists fill each year. 20/20 is totally bias. It's rediculous. -Walgreens Pharmacy Technician

[joekuta]

The customer NEVER asked the pharmacist, or even the technician, for consultation on whether they can take aspirin with warfarin sodium (or another blood thinner).

Go out and buy a cheeseburger, when your doctor has told you to eat healthy. I suppose this is McDonalds' fault, or is the the doctors? Bias, setup, and more bias. 20/20, not giving all the facts.

[gamekillanyc]

yeah its barbaric i am studying to become a pharm tech. when you also look at other Americans who sued mc donalds when they came into mcdonalds knowing what food there consuming. i am glad that i read your comment joekuta

[joekuta]

maybe i need to reiterate this, as part two decided to

". . . when the customer was not given consultation for a "drug interaction"? The customer asked if he could simply purchase an OTC product, not ever asking about any interaction with their Rx. . . Is the technician who sold the product supposed to know about what the customer does on his own time, in their own home, all the time, as well? I can't wait for part two!"