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  • Common patient/customer complaints!!!!!!!!

    just to share some common experiences and you can post some of your own:

    1. lady (not very regular but) comes in because she forgot to order her medication and wants to borrow tablets (technicaly illegal but common practice), pharmacists loans her some tablets (7 i think), asking her to bring in the rx next time and he can take it off that (makes a note), next time, she turns up, she hands the pharmacist a 14 tablet blister strip with 7 tablets missing. Pharmacist looks shocked/pissed off, just says we cant use these, and we end up throwing these away, pharmacist owns the pharmacy so he's the one who loses. He had no need to help her as she wasnt really a very regular patient and in doin so lost out.

    2. Patients who fail to look at the label or inside the pack before coming down to the pharmacy claiming the pharmacy gave them less tablets than prescribed. i.e when the whole quantity is put in the same box e.g 84 tablets

    3. patients who stand there lookin at the otc pack when the pharmacist has recommended a certain product after consulting the patient. as if trying to see if the medicine does what pharmacist said it does.

    4. patients who act like theyre in argos when waiting for a rx.

    5. patients who call for the pharmacist when the counter assistants would be able to help e.g. for a cough medicine, headlice, reordering of rx, etc....

    6. patients who fail to undrestand the situation when a pharmacist says the prescription cannot be dispensed e.g. prescription not being signed, rx out of date especially cd ones with the new regulations coming into place,

    one time some consultant was handwriting concerta XL tablets as capsules, we knew what the doctor meant but a request to re-write the prescription led to an awkward conversation where the doctor was saying they look like capsules. how do you reply to that, two of these similar prescriptions were recieved on the same day, the first one of sent back because it was out of date, although it also said capsules, this patient was a regular for that medicine and never came back so I guess that the patient took that same rx to another pharmacy and got it dispensed.

    hope people can add more of their own experienced, would be funny, interesting and educating at the same time
    We are the music makers, We are the dreamers of dreams and God damn we are that good

  • #2
    Re: Common patient/customer complaints!!!!!!!!

    I think it's very hard for people that don't work in pharmacy to understand what really goes on. Sometimes people have unrealistic expectations, sometimes they expect very little and leave the pharmacy very happy.

    It's a bit frustrating trying to explain to the public things like they have to pay for the prescription despite being in sick pay, or the item is out of stock, but after being three years in the UK I've develop a strategy. Repetion. I just repeat myself until the patient actually listens to what I am saying. Perhaps people get distracted with my accent, and they're trying to guess where I am from?

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    • #3
      Re: Common patient/customer complaints!!!!!!!!

      had a script which was hand written for a 6 month old child, the usual saline drops and paracetamol.

      underneath the 2 items the lazy GP had written "ibuprofen gel 5% x 30g, to be used by mother".

      when the patient queried why he had not written a separate script for the mother the GP told the patient that he is allowed to prescribe for the mother on the childs script.

      obviously, the patient was pissed of when i explained that i could not dispense the gel to her.

      the GP was from out of the area, Luton i think so not sure if he has done this before.

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      • #4
        Re: Common patient/customer complaints!!!!!!!!

        Originally posted by SolomonQ View Post
        just to share some common experiences and you can post some of your own:

        1. lady (not very regular but) comes in because she forgot to order her medication and wants to borrow tablets (technicaly illegal but common practice), pharmacists loans her some tablets (7 i think), asking her to bring in the rx next time and he can take it off that (makes a note), next time, she turns up, she hands the pharmacist a 14 tablet blister strip with 7 tablets missing. Pharmacist looks shocked/pissed off, just says we cant use these, and we end up throwing these away, pharmacist owns the pharmacy so he's the one who loses. He had no need to help her as she wasnt really a very regular patient and in doin so lost out.
        Provide an illegal service for free and then complain that pharmacists/pharmacy isn't paid well enough. If the patient wants that service funded by the NHS or the PCT there's a local election real soon now - talk to the politicians - at the moment all there is is a non funded legal emergency suplly scheme which is chargeable.

        2. Patients who fail to look at the label or inside the pack before coming down to the pharmacy claiming the pharmacy gave them less tablets than prescribed. i.e when the whole quantity is put in the same box e.g 84 tablets
        Patients taking their medicines seriously - generally a good thing.

        3. patients who stand there lookin at the otc pack when the pharmacist has recommended a certain product after consulting the patient. as if trying to see if the medicine does what pharmacist said it does.
        As above - patients should be interested in the medicines that they take. Almost as bad as a pharmacists thinking before dispensing what the doctor has prescribed. The final check is the patient.

        4. patients who act like theyre in argos when waiting for a rx.
        How do people act in Argos?

        5. patients who call for the pharmacist when the counter assistants would be able to help e.g. for a cough medicine, headlice, reordering of rx, etc....
        Sticking to the headlice - do you confirm the diagnosis before selling - should you?

        6. patients who fail to undrestand the situation when a pharmacist says the prescription cannot be dispensed e.g. prescription not being signed, rx out of date especially cd ones with the new regulations coming into place,
        snip
        so I guess that the patient took that same rx to another pharmacy and got it dispensed.
        So the medicine could in fact be dispensed (because you assume it was) it was just that your pharmacy was unable/unwilling to sort out the technicalities with the prescriber.

        Jeff

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        • #5
          Re: Common patient/customer complaints!!!!!!!!

          Originally posted by silnarnin View Post
          or the item is out of stock
          Surprisingly often the "out of stock" is a computer generated reply for the default brand/pack size. A phone call to the wholesalers/manufacturers sorts out a surprising number.

          e.g. NeuPro

          Jeff

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          • #6
            Re: Common patient/customer complaints!!!!!!!!

            Originally posted by RedJimmyG View Post
            had a script which was hand written for a 6 month old child, the usual saline drops and paracetamol.

            underneath the 2 items the lazy GP had written "ibuprofen gel 5% x 30g, to be used by mother".

            when the patient queried why he had not written a separate script for the mother the GP told the patient that he is allowed to prescribe for the mother on the childs script.

            obviously, the patient was pissed of when i explained that i could not dispense the gel to her.

            the GP was from out of the area, Luton i think so not sure if he has done this before.
            What was the problem, why couldn't you dispense it?

            Jeff

            Comment


            • #7
              Re: Common patient/customer complaints!!!!!!!!

              Originally posted by Jeff View Post
              What was the problem, why couldn't you dispense it?

              Jeff
              Jeff,
              maybe you haven't read the initial post properly:
              The GP has prescribed the gel intended for the mother, on the script in the baby's name! Whose PMR would you put that under?
              One script= one patient; OK, in this case the mother is exempt from Rx charges since she's given birth less than 12 months ago, but what if the child was a year older, and the mum no longer exempt? Then this would obviously be fraud!
              Ze genuine Article, present & perfect!

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              • #8
                Re: Common patient/customer complaints!!!!!!!!

                Originally posted by Zoggite View Post
                Jeff,
                maybe you haven't read the initial post properly:
                The GP has prescribed the gel intended for the mother, on the script in the baby's name! Whose PMR would you put that under?
                One script= one patient; OK, in this case the mother is exempt from Rx charges since she's given birth less than 12 months ago, but what if the child was a year older, and the mum no longer exempt? Then this would obviously be fraud!
                But the child wasn't a year older - and under the childs PMR with the directions as written (does it matter as you are not likely to see the patient again - the GP was out of area - and would the ibuprofen gel appear on a PMR if you sold it to the patient?)

                I don't see a problem with dispensing the script as it was described.

                Jeff

                Comment


                • #9
                  Re: Common patient/customer complaints!!!!!!!!

                  So the medicine could in fact be dispensed (because you assume it was) it was just that your pharmacy was unable/unwilling to sort out the technicalities with the prescriber.

                  Jeff
                  erm....the one that was sent away was out of date like i said. so it wasnt legal to dispense, please read carefully before pointing fingers
                  We are the music makers, We are the dreamers of dreams and God damn we are that good

                  Comment


                  • #10
                    Re: Common patient/customer complaints!!!!!!!!

                    Originally posted by SolomonQ View Post
                    erm....the one that was sent away was out of date like i said. so it wasnt legal to dispense, please read carefully before pointing fingers
                    I stand by my pointed finger ;-)
                    The pharmacy was unwilling or unable to sort out the technicalities with the prescriber i.e. pick up the phone and ask the prescriber if the medicine was still required and if they would supply a new legal script.

                    Jeff

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                    • #11
                      Re: Common patient/customer complaints!!!!!!!!

                      oh my God!!!! and sweet jesus, i hope you dont treat your patients with the same contempt you treat your colleagues, and i dont see why i need to justify myself to you, but just for other members of this forum:

                      Both prescriptions were from a specialist hospital from a specialist consultant for a SCHEDULE 2 drug, now you try to do the sums when you include a busy pharmacy.

                      I'd like to see you get a consultant in that situation on the phone in realistic time, now......

                      ....even if the doctor said he would prescribe the medicne again i wonder whgat the illuminated jeff would do in such a situation does he accept faxed prescription for schedule 2 drugs. or do prescirption up his end have wings so once written they fly straight to the pharmacy theyre told to go to.


                      suffice to say all actions taken were in the interest of the patient, like Sir Alan said on the apprentice last week sometimes you have to turn down offers in the interset of long term goals, in this situation it was deemed the patient would have been better off knowing theyre sorting it out them selves than wondering if theyre situation was being given any priority, and also the second one that was sorted out was later in the afternoon on a Friday, again although it took time to get to the consultant it was deemed it need to be done IN THE INTEREST OF THE PATIENT.

                      SOME PEOPLE NEED TO STOP BEING SO ANAL!!!
                      We are the music makers, We are the dreamers of dreams and God damn we are that good

                      Comment


                      • #12
                        Re: Common patient/customer complaints!!!!!!!!

                        oh my God!!!! and sweet Jesus
                        I'm not familiar with either of these two - you should try reading the God delusion by Richard Dawkins - that'll put you on the right path for a scientist....

                        My best complaint by far was when someone got her solicitor sister to write a letter of complaint to the large chain I worked in, because someone in the queue said something she didn't like!
                        Lively debate is encouraged but please respect the opinions and feelings of others.
                        Please help keep the forum vibrant by spreading the work to friends and colleagues via word of mouth or social media.
                        Thank you for contributing to this site.

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                        • #13
                          Re: Common patient/customer complaints!!!!!!!!

                          We recently had a customer who complained that we had stapled the delivery note(we get a signature on this and keep on file in case of queries) to his bag, as the staple hurt his finger when he opened bag! I actually asked if he was serious, he was

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                          • #14
                            Re: Common patient/customer complaints!!!!!!!!

                            I'm not familiar with either of these two
                            haha, growing up in a "Christian" country i would have assume everyone would be very familiar with the two above, (or is the three???), anyway I was just being sarcastic, and the book you mention is quite a god recomendation for people who believe in such absurdities, I on the other hand deduced all the conclusions presented in this book by the time I was 16-17.

                            ***another annoying one is where patients expect you to know their name and sometimes also the medicines they're taking, one is able to rememeber bits and bats but not remember a patients whole pmr
                            We are the music makers, We are the dreamers of dreams and God damn we are that good

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                            • #15
                              Re: Common patient/customer complaints!!!!!!!!

                              Solomon Q appears to be anti-Scottish..no-one yet knows why.
                              Don't Stop Believing

                              http://youtube.com/watch?v=rnT7nYbCSvM

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