This customer comes walking into my store and tells me he came in with an Imodium script the other day. I remember asking him for generic and he said yes so I gave him Gastro-stop instead. And it wasn't a dodgy substition whatsoever, i went through and explained same ingredient, same strength just made by a different company... so basically i got consent.
Today, he comes back and says I gave him the wrong thing. because he just went back to the doctor and the doctor said it was DIFFERENT. The customer is very unhappy and pissed and said "i am not happy with this pharmacy because you said it was the same but the dr said it wasn't the same." I'm surprised this is what the dr said. I said, everyone knows they're equivalent and i told him to go and confirm it with any other doctor or even call up the Pharmacy Board for complaints and they will tell you its the same. I have no idea why the dr would say that. Anyway, the customer wanted me to go and confront the dr so i did because the patient said: "The doctor's never wrong. He knows everything." So i only went in to confront the dr because i want to prove my point!
Lucky for me its only at the medical centre next door so i just walked over to his room and took the 2 Gastro-Stop VS Imodium and showed it to him and asked him the patient said he was told by him that the 2 were different.
Dr: "No i never said they were different. They're similiar."
Customer: "See SIMILAR. SIMILAR is NOT THE SAME."
Me: "They both contain the same ingredient and same concentration. Both loperamide 2mg. Dr Can you please clarify are they not the same?"
Dr looks at both the packets: "Actually you are right. They both contain the same ingredient and concentration. They're 100% the same. Just made by a different company."
Customer's face is now blank because he has nothing to say.
Me takes both the boxes back: "Thanks Dr for clarifying that they're both the same."
Dr: "Yep, no probs."
Me and patient walk out. The patient continues to find excuses to justify.
Me: "You heard what the dr said. Its the same."
Patient: "No. The doctor said it was SIMILAR first so similar means its not exactly the same. I'm not happy with this pharmacy. Give me the wrong thing."
Me: "You were in there with me. He said that first but then later he said it was 100% the same. How is it the WRONG thing?"
Patient: "Yeh but he said similar first."
Me: "Doesn't matter. Maybe he realised he was wrong and changed his response. The final answer is the right answer."
Patient: "Hmmmm .... no that's not right. Well then do i get a refund?"
Me: "No of course not. The product given was not wrong. The dr already explained its the same. You can also feel free to ask other doctors. They will say the same thing. You were given the right product."
Conversation ends there because I explained numerous times but he just can't hack that his wrong and i'm right! ha! Kept on saying not happy with the pharmacy because he got given the wrong product - how is it wrong? I don't understand why its wrong - the doctor most likely was in the wrong in the first place because he thought Gastro-stop was something else and he relayed the WRONG information to the patient. The patient believed the doctor 100% no questions asked and STILL wouldn't believe me after i showed him the ingredients and concentration on the packet. I even ENCOURAGED him to clarify with another dr in the medical centre but he refused to. And so when I walked in, I wanted the doctor to explain to me why he says its different. The doctor couldn't answer me - he said it was just a different brand. DERRRRR Yet the patient still refuses to accept that and try to maintain that i'm wrong to get a refund...... GET LOST! Go complain to Health Complaints Commission geez.... see if he has a case there coz i followed protocol and he gave me consent. Stingy cheap a$$ trying to scab a refund.ROCKED YOU HARD muhahha
No comments:
Post a Comment