The Pharmaceutical Journal
Vol 270 No 7245 p545
19 April 2003

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  New Charter
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Letters to the Editor

Community pharmacy

Could do better at providing customer service

From Mr R. M. Johnston, MRPharmS

As a locum pharmacist, I am interested in customer service provided by pharmacies (particularly by pharmacists). At the last count, I have been into about 20 pharmacies across the country in the past year, all with disappointing results. There must be some excellent community pharmacists, but where are they hiding? I would like to give two examples of my experience as a customer.

I had a prescription for Naprosyn, Seretide and Ventolin. The only thing I was asked was to confirm my address. Fifteen minutes later I left with my bag, having no knowledge what was inside. This is not good enough. There was no confirmation that I was the patient. What about allergies, the association between non-steroidal anti-inflammatory drugs and asthma, inhaler technique, and rinsing the mouth after steroid inhaler use?

On another occasion I made an over-the-counter request for a cold and 'flu product containing belladonna extract (it is available overseas). The staff member asked the pharmacist in the back room; the product was not available. I then requested Sudafed, Piriton, Otrivine nasal spray and Nurofen. "That will be £22 thanks", and again a nice bag. Come on! Where's the counselling? All my purchases have been from different pharmacies, whose staff knew nothing of my medical history and made no attempt to ensure I knew how to use the medicines safely and effectively.

Will pharmacists' indemnity insurance defend them for a fatal adverse reaction, when they have failed to provide even basic information? Customers will pay slightly more for an item at a pharmacy because they have trust in the profession, and because they receive quality counselling and quality products. Otherwise it is off to the supermarket. Let us lift our game.

Rory Johnston
Huddersfield, West Yorkshire

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