A lady who is not a regular, comes into the pharmacy with a half used box of Alphamox 500mg capsules. She asked us why we gave her the generic brand when she didn't ask for it. She wants to swap it over to the Amoxil brand because she's been taking for 2-3 days and still not better. She says when she usually takes Amoxil, one tablet would usually fix her up. But with this Alphamox brand, 2-3 days still can't sleep.
I know I know its only $2, I could've swapped it over to minimise any trouble, but its the principle you know? She comes in saying that we were being unprofessional and gave her a generic brand. Well, I question that because she had so many chances to ask us and request for the original brand. She saw the box when it was first dispensed, she saw the box when she paid for it at the counter, she saw the box 7 other times that she opened the blister pack to the take the tablet. If she was really concerned about us giving a generic brand, why didn't she bring it up at the time of purchase and why didn't she bring it up before she took the first tablet? Why bring it up AFTER you've taken 7 capsules from the box?
I know why. Its not because we didn't ask her. This is what I think. We did inform her that we had given her the generic brand instead of the original. She accepted it at the time of purchase. Got home, took her capsules for a few days, didn't get better, so decided to come back to the pharmacy and complain that we did a dodgy and didn't ask her.
I explained to her that its the same thing, and we've informed her about the brand change. The reason why its not working may be due to:
- antibiotic being a bit weak to infection.
- bacterial resistance
- she hasn't finished the whole course yet.
- another course might be required
- placebo effect
She wouldn't listen and started to tear up that she's really sick and that we are a dodgy pharmacy who lie to people...... blahhhhhh
Give me a break. And then after that, the manager has a talk with us pharmacists about customer service and to always swap the brands over whenever customers are not happy with the generics. Ok, I guess I didn't handle it that great this time, I mean its only worth $2 - I didn't have to make the whole situation so hostile. But will too much leniency cause even more trouble? So for every patient who comes back with a used box of generics, they can swap it over for the original. What happens if they have half a box left? Do I give them just half a box? Then we'll have so many non-full boxes. I don't know how this can be cost effective. Of course, if its a regular customer, with a big account with us, I know I would change it over. But for a random customer who buys antibiotics once or twice a year from us, seriously? do we have to give THAT kind of service to THOSE people as well? That's the question. Depends on the reason. So ppl come up with unreasonable excuses - do we need to accept them as well?
Good luck. Hope no patient comes in with 5 tablets left from a Kalma bottle and want Xanax instead. Not sure if that still applies. That's gonna create so many problems with our stock. Gives people too much flexibility and exchange/refund power with medicines. they should think carefully first before buying. If you accepted the generic brand at the time of purchase then you shouldn't be coming back for a refund. There is not such thing as a 'faulty' medicine just because it hasn't worked for you. Moreover, it could be due to the doctor under-prescribing you a medicine that is too weak for your problem.
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