JASON LOVATT, senior market manager — patient monitoring, Roche Diagnostics, replies:

I am confident that Mr Chandi's views are not representative because many pharmacists who attended our meetings now offer the ongoing quality control service.

The principal behind quality control testing of meters each year is to offer reassurance that the meter is working accurately. This applies to all blood glucose meters.

If a pharmacist chooses to offer the quality control service free of charge, this will lead to differentiation from the pharmacies in his or her area. With the abolition of resale price maintenance, and many independents being bought by larger groups, it is increasingly difficult to compete on price. Good service is something that can be delivered well if a pharmacist is motivated and knowledgeable, and this was the objective of the Accu-Chek Approved Pharmacy meetings.

Most of the attendees already realise the value of their customers with diabetes, and have seen the opportunity that the quality control service can offer — to retain their existing valuable customers with diabetes, and attract new customers by publicising the service with their local GP practices and diabetes clinics. People with diabetes want this service, and by offering the reassurance of a professional person checking their blood glucose meters, pharmacists can gain some loyalty. Checking a meter takes about five minutes.

There is a small cost to the pharmacist in providing this as an ongoing service: the cost of some control solutions, which can be bought from any wholesaler. Roche has provided to everyone who attended a demonstration unit for Accu-Chek Active and Accu-Chek Advantage blood glucose meters, free initial control solutions, a comprehensive resource pack, and materials such as posters and leaflets to promote the service. We will also support pharmacies offering this service by referring customers from our free telephone helpline.

Mr Chandi writes that "what stunned me was that some pharmacists were willing to provide these services". It comes as little surprise to me. If a pharmacist is commercially aware, and wants to enhance his or her status in the local community, the Accu-Chek Approved Pharmacy programme and the on-going quality control service will be an attractive option.