A lady comes in with a script for Keflex. Pharmacy protocol, I asked her if she wanted generics... I also explained to her what generics were and the brand we offered. She says yes. So i proceed and dispense Ibilex instead.
She comes back 5min later and says: "actually this medicine is not for me. they want the keflex brand. would you be able to change it back?". I said: 'sure no problem.' But as I was redispensing it as Keflex, I discover one tablet inside was missing.
Me: "Umm, she took one tablet didn't she? one tablet is missing."
lady: "ahh yes, she took it and then she realised it was the wrong brand. i dunno, but she says ibilex doesn't work for her."
Me: "Oh in that case, i won't be able to do an exchange for you as its been opened. but i can assure her that its exactly the same, and the doctor will say exactly the same thing."
lady: "oh ok. thanks for ur help."
Then 5min i get a phone call from the patient.
Patient: "Look my mother just came in with a script for Keflex and you gave her Ibilex?"
Me: "Ahh yes that's right."
Patient: "Listen Ibilex does not work for me. Next time my mother comes in, you give whatever's the doctor's written on the script. Your duty is to give what the doctor written. You can't just change it to something else!"
Me: "Err no actually, we don't have to give the brand the doctor has written on the script unless they specified it no change. Our duty is to ask the patient what brand they prefer, and I asked ur mother for consent. She said yes."
Patient: "Well no you don't have to listen to my mother - she doesn't know! I specifically asked the dr to write keflex so you should give that brand. Every other chemist I go to don't ask me."
Me: "Well then those chemist should because it gives ppl a choice. Perhaps next time you should communicate with your mother first about getting what brands when she's buying meds on ur behalf. I asked for her consent. If she didn't want it, she could've said NO."
Patient: "Well i won't be going there ever again."
Me: "Ok then."
Hangs up.
Her mother comes in. She's actually a really nice lady. Poor thing. Why get ur poor old mother to get meds for you? Mother apologises and comes in with the repeat for Keflex. I give her Keflex .... but now she has to pay an extra box - extra box. Now that she's here in person, I start talking to the mother.
Mother: "I'm so sorry. I didn't know."
Me: "That's alright. Ur daughter did sound a bit angry on the phone."
Mother: "Yeh she doesn't like ibilex."
Me: "Ok I'll just let you know, if the doctor actually wanted her to take Keflex specifically, she would of ticked this box {brand sub permitted}. As you can see, its unticked. So legally, the doctor's intention would be ANY brand of his medicine is acceptable."
Mother: "Ahhhhh i see i see."
Me: "Of course the patient doesn't always have to say yes. I got customers coming in complaining why we DON'T ask sometimes because they paid too much. Asking why we didn't offer them the cheaper brand. That's why with all customers, we ask them if they want generics - you know giving you a choice. A choice is better no choice right?
Mother: "Yes of course. that's good!"
Me: We always ask for consent first. If the patient doesn't want it, then you can say no. I don't know what arrangement you had with ur daughter, but maybe next time if ur buying meds for someone else, just confirm with them what they actually want. Coz most pharmacies go by what the buyer says.
Mother: yes i know. I have to ask her next time.
Me: Yeh so i hope you understand, that's how pharmacies work. Maybe you can explain that to her when she CALMS DOWN.
Mother: haha yeh i'll let her know when she calms down. I hope it didn't ruin ur night. I'm so sorry.
Me: Ahh don't worry, I'll be fine. I didn't make a mistake, so there's nothing to worry about haha. Its just some ppl don't understand that's all. You have a good night.
Mother: thank you. you're a good person. good night!
What a idiot though. I'm not obliged to give what the dr wrote. We have the right to ask you for consent. She made it sound like I'm not allowed to ask and I must give whatever's written on the script. My duty as a pharmacist is to inform the patient about generic brand substitution and whether they would like to switch generics or not. I gave all the info to the mother, an informed decision, and she said yes. If the daughter wanted Keflex, should've told the mother first. Hey if i did a dodgy, and just switched it like that, then yes i'm in the wrong. but i did everything by protocol. so tough luck for paying for a new box coz of poor communication with ur mother. ha!
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