Customer lying about generics

A customer comes in with a script for Keflex 500mg which was for his wife. I asked him for generics and he said he'll check with his wife. So he calls her. 

He tells me that his wife is ALLERGIC to Ibilex 500mg and that she wants the Keflex brand. 

Now Keflex and Ibilex are cross-licensed products so the components and constituents, even the capsule it comes in are completely 100% the same.  

I explained to him, if his wife is allergic to Ibilex then that means she's allergic to Keflex. Apparently she gets a rash when she took Ibilex. In that case, Keflex would be unsuitable for her as well.

The husband insisted that the wife doesn't get a reaction with Keflex and he wants Keflex, which doesn't really make sense. Unless he is lying about the allergic reaction........ So I played along, and said I'm obliged to let his doctor know that she's allergic to Ibilex and see if he wants to change her to a different antibiotic. 

He was reluctant to let me call but I called anyway. First thing the doctor said was, "oh she has an allergy to Ibilex, then can't give her Keflex. Change it to Alprim." 

The husband overhears our conversation and said: "No I don't want to change. I want Keflex."

Me: "Doctor, the husband insists to get Keflex even though they are cross-licensed with Ibilex. You still want to go ahead with it?"

Dr: Nah, better to get Alprim, in case she's also allergic to Keflex. Change it over."

Me: Thanks doctor.

Me to husband: Ok I spoke to the doctor and I'm sure you've heard. He didn't know she was allergic to Ibilex so now that he knows, he will change it to Alprim which is a different antibiotic. 

Husband: No, give me the script back. I want Keflex! 

Me: As you wish. But the doctor doesn't want her to take it. You can have the script back, up to you if you want to take the risk. 

He doesn't say anything and walks away...... 


Hahaha.... I have a feeling he was lying just to get out of not taking generics. But seriously, if you don't want generics just say so, don't have to lie. If you are going to make up a stupid lie that doesn't make sense, then I don't mind going through the hassle to cancel everything so you can't have neither. 

Then again, he could be telling the truth - in that case, maybe he is being misinformed, ignorant or have the wrong perception that Keflex would be ok. And if the patient ends up taking Keflex and ends up getting a reaction - who's fault would that be? The pharmacist knew you had an allergy to cephalexin yet still dispensed it - is that professional misconduct or act of incompetency?

Savlon lady who bases her buy on nothing

A lady comes in with a small burn on her face which she burnt with an ice pack. 

Woman: do you have anything for this burn on my face? 

Me: sure I'll give you savlon an antiseptic cream. That will help with burns. 

Woman: no I want something that's really good. 

Me: have you used this already? 

Woman: no I haven't used this before.

Me: how do you know it's not good? 

Woman: I don't want just any cream. I want something for burns. 

Me: this is not just any cream. It's an antiseptic cream which you use for burns. 

Woman: are you sure? 

Me: did you have some cream in mind then if you don't want this one? 

Woman: no I jsut want a good one.

Me: savlon is a good cream but you don't want it. There's these other ones here you can use: betadine, medicream, solugel etc.....I'll leave you to it to have a browse then.... Just call me if you need further assistance .

What a waste of my time. Comes to me for advice then don't like my recommendation even though she hasn't used it before and she doesn't have a cream in mind. She can look at it herself and Google which cream to use. 

Statutory declarations and pharmacists

This man was standing at the counter. 

Me: hi can I help you?

Man: hello I just need a quick signature from you

Me: let me just finish this off and I'll attend to you in a sec.

After a sec I'm free, I attend to him

Me: yes?

Man: yes just sign down the bottom please (shoves an unfilled statutory declaration form in my face)

Me: this is a stat dec. we don't sign stat decs anymore.

Man: yes you do. Someone did it for me last week. 

Me: I don't sign stat decs because pharmacists have been removed from the stat dec list.

Man: are you sure? Ok then ......

He later comes back and asks my assistants for my name because apparently he called somewhere and they said pharmacists are still listed and I told him we weren't so he wants to make an official complaint. 

My question is: 

a) who are you gonna make that complaint to and 

b) complain that I didn't fulfil this voluntary service?

He demanded me to sign his papers without asking if I was willing to. And even if we were still eligible to sign, it's voluntary meaning I can say no and I don't need to explain to you why if I don't want to. 

People always get upset when I say no which I don't understand. I don't know you, you're not a customer of our store, work is busy and you want me to drop everything and sign your papers without getting paid a cent. On what grounds do you have the right to be 'upset'. Always waste my time. So many pharmacies in the area and you go and pick the most busiest one ......... Expect to be turned away!

Dr prescribing Desyrel

There's this doctor in the area that writes whatever the patient tells her to write even though she's never heard of it. 

Overseas patient comes in with a script for Desyrel. Haven't heard of it, checked all our medical resources and supplier - nothing comes up. A quick google search brings up a Trazodone, an antidepressant that is not available in Australia.

Call the doctor to let her know it's unavailable in Australia and that she'll need to prescribe an alternative. 

Dr: yeh I thought it wouldn't be available in Australia but I thought I'll try. I don't know what it is, the patient was using this when they were overseas and they just asked me to write a script for it.

Me: it's an antidepressant. Do you want me to send them back to see you for an alternative?

Dr: don't worry about it. They insisted on getting that one, just send them to another pharmacy and see if they can find it. 

Are you serious dr? 

a) You are prescribing random medications you haven't heard of it 

b) you didn't even check your resources to see if it's available in Australia

c) no duty of care - didn't even go and seek an alternative for your patient 

Feel sorry for the patient, it's like they got no choice but to see this doctor even though she's quite pathetic because she's one of the few doctors in the area who speak their language 

Clueless doctor does not know formula of cream yet still prescribes it

Sometimes doctors do not know what they're prescribing. If I was the patient, I'll be a bit concerned of who I'm seeing. My advice is to doctors - if you don't know what it is, or what you're prescribing, don't prescribe it. Refer the patient to another doctor that may know, or prescribe an alternative medicine that you do know, or seek help from another doctor or pharmacist.

A customer drops in a script that said:

Compounded acne cream with clindamycin or erthromycin 50g


First of all, the doctor writes 2 active ingredients. Secondly, there's no strength. Thirdly, no ingredients has been specified.

So I call the doctor to clarify what she means.

Me: Hi doctor. Just need to clarify what ingredients and strength for this acne cream?
Dr: Oh I don't have a formula. Ain't you a compounding chemist?
Me: No we're not. But depending on the ingredient, we can make some extemporaneous preparations. You just need to let me know what ingredients are required.
Dr: Oh I don't know. Just send them to a compounding chemist. They will know.


Really? So I call my contact at a compounding chemist and asked all my pharmacy colleagues. They have no idea what the doctor is talking about.

All I could do is, give the script back to the patient, and told him the doctor wants him to go to a compounding chemist to get it made. Good luck.

But why would a doctor prescribe a cream she doesn't even know what the formula is????!!!!

Biaxsig lady

Elderly people just need to calm down sometimes. An old ethnic lady comes in with a script from for Biaxsig 150mg. 

After I dispense it, she takes out an old packaging of Biaxsig 300mg from her bag and starts comparing to the Biaxsig 150mg. She looks at it, glares at me and throws the packet of 150mg back at me and starts yelling in her language. 

I got some help from other customers who spoke her language and it turns out she wants the 300mg but she thinks I gave her the wrong one. Contacted the doctor (who tells me he thinks she's a nutcase anyway) to change it to 300mg. She's still yelling, complaining about me until someone told her it's because the doctor wrote 150mg then she stopped and started to complain about the doctor. 

Ok fine so problem solved. I dispense the 300mg. She opens the box. The printing on the blister pack is now black instead of blue which she got before. She yells again. Oh dear. She asks me why is it black and not blue. I said - the company changed their packaging which I have no control over. But the words and milligrams are all the same. In the end she didn't want it because she thinks its different. 


I should've got a texta and coloured it first ...

Man thinks Advantan Cream should be OTC

Man: Do you have Advantan Cream?

Me: Yes we do.

Man: Can you please tell me the prices? I know it comes in 2 sizes.

Me: No actually it only comes in one size and that's 15g. $20 for the 15g

Man: Oh I see I see. I need to the doctor for a prescription first right?

Me: That's right. It's a prescription only medicine so you need to the see the doctor first.

Man: Yeh I don't know why they have to do that. It's just a cream nothing special, why do they have to make it difficult. Anyone can you use it.

Me: Actually no, the reason why it's on prescription is because NOT everyone can use it. Depends on the area you're using it on, the severity of the problem, the age of the patient ..... It's a potent cream - that's the reason you can't buy it just like that.

Man: Oh reallyy.......... but I know how to use it. 

Me: Just go see the doctor.

Mr Know It All. First you thought the cream comes in 2 different sizes and then secondly you think it shouldn't be on prescription because you know how to use it. 

Elderly man available

I have this elderly regular customer who used to come in from time to time but I haven't seen him for ages. He came in today to ask for a Safetynet printout of him and his wife's medications. I look on the system and he hasn't actually been in our pharmacy since January 2014.

Upon talking to him, he tells me his wife passed away in February. So it's been a while. Offered my condolences and asked how he's coping and he seems to be happy

Him: Yeh I'm fine. I've put on so much weight. If you know any young, rich widows, let them know I'm available!! 

Me: haha ok ok I'll keep an eye out for you! 

Hahahha what a funny bloke!  


He's about 85, Caucasian, has his own car and house, and knows how to cook. 

Apply within if interested. 

Conjunctivitis lady wants reassurance about Systane

A lady comes into the pharmacy today wanting advice on eye drops. She's holding a packet of Systane eye drops and asked me if it was suitable for her. I asked her what symptoms does she have?

She: There's a lot of discharge, and its all sticky. Its kind of red and a bit uncomfortable.
Me: Its sounds like conjunctivitis to me. Systane eye drops is only for dry eyes. For eye infections, I can give you an antibiotic eye drop which would be more suitable for you.
She: But my friend used Systane and it worked for her.
Me: Well maybe your friend only had dry eyes so that's why she used Systane. You have an eye infection so you will need a different eye drop.
She: Can you show me?
Me shows her Chlorsig eye drops: This is Chlorsig eye drops, which will help with your eye infection.


Holds the Chlorsig and scrutinizes over it for a long time.

She: Oh I don't know about this one, my friend used Systane. You don't think Systane will help me?
Me: No. They are for 2 different things. Your friend needs Systane because she has dry eyes. You need Chlorsig because you have conjunctivitis. You don't have the same problem. But of course, if you don't believe me, you can feel free to take the Systane - that's up to you.
She: So you think Chlorsig will help me?

This went on and on in circles. Eventually she got the Chlorsig, but a 2 minute job turned out to be 10min because she wanted me to say that Systane is good for her. Why bother asking a pharmacist for advice if you don't take it? Some people just trust their friend more......

VIPs of VIPs reg24 scripts

There's a regular customer of ours that can't no for an answer and expects everything to go her way. 

She came in the other day to fill on her scripts as she was going overseas for 3 months. She's on Safetynet meaning she gets her meds for free. All she had in her hand were a bunch of old repeats. Now Medicare doesn't allow any early supplies  to be covered under Safetynet if supplies are less than 21 days. So the key way to get around this is to get a new script from the doctor and tell him to endorse Reg24 on it. What was an easy straightforward process became so complicated. 

I write a note to the doctor explaining to him what to do. Patient comes back with just 2 scripts. I have no idea why the doctor didn't write scripts for all her meds. Patient gets cranky at me for making her go back to the doctor. It's not even my fault. I wrote everything out but don't understand why doctor didn't follow it. 

Then she wants discounts of everything she buys in the store. She doesn't want to pay the same price as anyone else even if it's heavily discounted. 

Then she wants an owing on Codeine Linctus, which I can't give without a script especially for an S8 med. She gets cranky at me again and says I never help her out. She just doesn't understand some things I can't do because they are illegal. 

Sigh* then she curses me the lowest of lows in her language and gets the scripts from the doctors anyway, which she could've done in the first place. 

Fist punch

Patience is something a lot of people don't have. Customers should realize a pharmacy does not guarantee a 3 minute order like Maccas. If you come at a quiet time, or if you just have a simple script, yes it can be ready in less than a minute. But come at a busy time, and there's about 4 people ahead of you already, then no - you can wait 5, 10, 15 min.

Everyday is a hectic day. We as pharmacists have to deal with dispensing scripts, deal with customers with over-the-counter queries, answer phone queries from doctors, hospitals, customers etc. We try our best to accommodate everyone but some people are just so not understanding and they think they are above everyone else.

Take this customer who came in today almost getting into a punch-up with one of the pharmacists.

I was already dispensing other scripts at the time in the dispensary. This man waiting for a script decides 5 minutes was too much of a wait for him, so he decides to walk up to one of our male pharmacist who was helping another customer in the cold&flu section and demanded him to dispense his script immediately.

The pharmacist politely answers him and says its in line, and it will be processed when we get to it.

Customer: No you go do it now!
Pharmacist: Excuse me? It is in line. We will call you when its ready. You need to wait for it to be processed.
C: I got no time! I want you to go and dispense it now.
P (got pretty pissed off by now): You know what? If you don't want to wait, I'll give you your script back. (proceeds back to the dispensary to hand over the script)

Customer decides to snatch the script from the pharmacist's hands by grabbing his arm. Pharmacist felt threatened so he told him to back off. Customer decides to punch him coz he got angry.

Lots of shouting and almost got physical. The girls were scared. The customer was eventually dragged out by other big macho guys in the pharmacy, and the last I heard was him kicking his legs and screaming "let me go let me go".......


People should just calm down! Why get so angry and chucking a tantrum over a prescription for? No need to get physical.

Abortion Pill

A lady came into the pharmacy with a hospital prescription for Mifepristone aka the abortion pill. 

Now its not something that's very easily accessible by any pharmacy or any doctor. Go through training and application to actually prescribe and supply it. So what I don't understand is why the hospital just gave the prescription to the patient and told them to get it from 'any pharmacy'. For all I know, I'm not even sure if the doctor is authorized to prescribe such item.  

Anyway, patient insisted me to call the hospital pharmacy. So I called the hospital switchboard asking for the outpatient pharmacy, this is her response:

Her: errrr, no because we don't even have an outpatient pharmacy here. 
Me: Is there a pharmacy outside your hospital?
Her: errr no?
Me: Is there another hospital nearby that you direct me to that actually has an outpatient pharmacy?
Her: Well you try XX or XX /hangs up on me....

You can so tell she was rolling her eyes on the other side of the phone. She hangs up on me before I could reply. 

So I tell the patient and I ended up calling XX or XX.... they either didn't have an outpatient pharmacy or they don't supply it. *sigh* 

Patient tells me to call the clinic she was in at the hospital. 

Called the first hospital with the b*tch receptionist.

Me: Can you please patch me through to the XXXX clinic?
Her: Its closed.
Me: What time does it open?
Her: Its open from 7.30 to ...

Me quickly slams the phone in her face. 

That felt good. Anyway, after numerous phone calls, couldn't get it for her. So I told her to see her GP for a referral to an abortion clinic and they should be able to supply it to her directly there. 

More information here: http://www.tga.gov.au/hp/information-medicines-mifepristone-gymiso.htm#.U9MLcOOSz74

Medicare Fraud

A lady just came in for a script for Tramal and another script from another doctor for Codeine Linctus. Both written on the same day. Now I was thinking - why on earth did she see 2 different GPs on the same day to get different things.

I dispensed them and then counselled on her that Tramal and Codeine Linctus interacts and both can cause drowsiness and respiratory depression etc blah blah blah. Her response?

Her: Oh that's ok, coz the Codeine Linctus is not for me, its actually for my sister. The doctor just wrote it in my name. 

She had a Centrelink concession card.

I just hate it that people abuse our healthcare system like that. And doctors are in on it just to keep their patients happy. 

That's why, for people like that I don't feel sorry that the government will be charging them $7 for a consultation.

Man thinks pantyliners are condoms

A man in his 30s asked me where the condoms were and so I directed him to the aisle it was in. He comes back holding a packet of Kotex pantyliners and asked me: "Is this it?"

Tried so hard not to crack up laughing......... 

Imagine he bought it without asking - probably start wrapping the sticky side around the area lol 

GP doesn't believe he can't write Roaccutane

A boy with bad acne comes in with a script for Roaccutane written by his local doctor.

I circled the doctor's name and said his not a specialist, go back and get a referral.

The boy goes to see the doctor and comes back and says: "the doctor says the law has changed and that they can write it now."

Me: "The law has been the same and it hasn't changed."

The boy wanted me to call the doctor.

I thought about doing that, but why should I go explain to the doctor why I'm not dispensing the script. I took an extra step and decide to print out a copy of the Poisons Schedule from the Department of Pharmaceutical Services NSW site, highlighted the relevant section and then gave it to the boy.

Him: What's this? Did you call the doctor?

Me: No I didn't call the doctor because if he has a problem he should call me. Anyway, your doctor seems to be confused about the law, which I'm a bit concerned, so I've printed out the law for him to read so he will understand. Please don't come back with this script because for the final time I'm saying it, its invalid.

Ritalin lady swears at me over an invalid script

General practitioners need to learn their laws and stop writing medications such as Ritalin as they don't have authority to do so!

It happens all the time... and the other night, a lady comes in with a script for Ritalin from the local GP. I explained it to her why its invalid and that she should go back to her GP for a referral to see the specialist. She says her specialist is on holidays and that her specialist has gave the GP the authority to write it.

The thing is, its a private prescription and no CNS number was found, therefore there is no documentation that the GP has got the approval. Drs can't just write a script for Ritalin based on 'word of mouth'.

I refused to dispense it coz the doctor should know better.

The patient argues that I must dispense it because the GP wrote it.

Ummmm no sister. GPs can't just write any medication, and me as the pharmacist ain't going to dispense any prescription the GP writes if they are not authorised.

So that's my final answer.

She walks out swearing and complains to my assistants that she waited an hour for her script (which was actually 5min) and that I refused to dispense it.

Well if your doctor knew his laws properly in the first place, you wouldn't have to have wasted so much time. So if you want to swear, go swear at your doctor.

Everyone knows my boss - what's your point?

I understand as a consumer you would want to get the best price for things, but just don't like how some people approach it. 

A customer I haven't seen before (mind you I work everyday and been there a long time) walks into the pharmacy asking for assistance with blood pressure machines. I spend a good 10min explaining to him the differences and my recommendations. 

In the end this is what he says: "I know Michael (my boss)."

My response: "Great. A lot of people know Michael too." 

He didn't say anything and he said he'll think about it and walked off.

Yeh what's your point bringing out my boss' name. You want a discount, you'll have to come in when my boss is here. Random customers thinking they're bum-chums with the boss (which in most cases my boss don't even know them) and expects a discount.

If I don't know you, then you are not a regular customer. 

Stubborn Eno man

A man walked into the pharmacy and wanted to know if we sell Eno. I told him we don't sell it. He asks me how much it would be?

From the top of my head, I said it should be less than $10. 

Him: How much exactly?
Me: I don't know because I don't sell it here.
Him: Can't you search up the price?
Me: I can't because each chemist sells it for a different price.
Him: How much?
Me: Less than $10.
Him: What's that mean? That could be $4 , $5, $9 ...... that could mean anything
Me: I can't tell you the exactly price because each chemist charges a different price, but it should be between $5-$10 from memory.
Him: No, you said it was less than $10.
Me: Yes, its between $5-$10.
Him: No it should be between $5-$9. It can't be $10 coz you said its less than $10.
Me: Well, if its $9.95, that would be less than $10.... 
Him: But......
Me: Look sorry sir but I really don't know the price. Its best to ask a chemist that actually sells it. If you don't mind, I gotta help these other customers here.


Waste of my time.  

Claratyne man being rude to my assistant

A man asked me where's the Claratyne Syrup and I told him its in the 3rd aisle on the right hand side.

Him: Why is it not next to to the tablets?
Me: Because Claratyne Syrup are for kids so we keep it in the kids section.
Him: Ok where's that?
Me: Its in the 3rd aisle on the right hand side.

My assistant was about to show him where and she says: "Its just overhere on the right, I can show you."

The egotistic man scolds her: "Did I ask you?!?!?! I'm talking to her (points to me) - I never ask you!"

Everyone in the store turns around and my assistant backs off all scared. I got so angry, I stood up and defend her.

Me: Excuse me sir! You cannot speak to my staff like that (me points finger at him). If you are going to be rude, I will ask you to leave.
Him: She should mind her own business!
Me: No. She is doing her job and trying to help you. You, on the otherhand, are being extremely rude and you are not welcomed here ok?

He gets angry and walks away. I shake my head and mutter 'what a rude man' - loud enough for other customers to hear so they know what a jerk he was.


Hate when men treat women like that. Lucky we have the power to stand up for ourselves. Do not let them ever to step on you. If they do, you stand up and step back down on them. After all, how is an uneducated man ever superior than an educated woman? Never.

Excessive sex enquiry

A random man walks into the pharmacy and asks me a weird question: "Do you have any medication to stop you from having too much sex?"

Me being professional: "You mean medications to reduce arousal?"

Him: "Yeh too much sex you know."

Me: "Could be too much testerone. There are some hormone tablets you can take. Or perhaps you need counselling. Just see a doctor and they will be about to help you."

Who complains about having too much sex?

Patient offended by me asking a simple question

A psycho lady came in probably forgot to take her medications - because she got offended by me asking if she wanted everything on the prescriptions she's given me. 

She gave me 3 prescriptions with 5 items on them. Ideally, we ask the patient first what items they want because they might not necessarily want all of them and if you just 'assume' they want all, you will have to do more work to cancel them in the end if they don't want them.

Me: "Would you like all these medications today?"

Her: "Did I say anything?" 

Me: "Excuse me?"

Her: "Did I say anything? I give you the prescriptions, I didn't say anything so you just dispense them all" (she snapped)

Me: Well that's why I'm asking you because not everyone wants everything they want on the prescription. 

Her: Well I would tell you if I didn't want them. But I never said anything, so you shouldn't ask.

Me: Excuse me? A lot of people just give me the script and don't tell me anything until the very end when I do everything. That's why I'm asking you first.

Her: Well that's some people.

Me: Look I'm just asking ok? You need to calm down.

So I walk off and do her script. 

When her scripts were ready, I didn't even talk to her or say thank you. I point to the bottom of the script and signal her to sign. 

All of a sudden she says: "Look I'm sorry for what I said before."

Me (rolls my eyes and stares at her like is this some kind of a joke look): Ok. 

She gets annoyed at my reaction and lack of response coz frankly I don't care if she apologises. She was rude and that's enough for me to give minimal service. 

Man wants to call cops for refund

A man was arguing and telling my assistants off because they wouldn't refund baby formula and baby bottle without a receipt. Which is true. No receipt, no exchange or refund. He was yelling so I had to go out and escort him to the side. 

Me: "Sir let me show you something." I tell him to come over. "This is our store policy. Have a read."
Him: No exchange on baby formula. Fine! But you must refund the baby bottle.
Me: Read down the bottom here. Exchange only with a receipt, purchased within 7 days and item/packaging is not damaged. You've got no receipt.
Him: You don't know anything. You can just scan your product and it will come and tell you where i've bought it from.
Me: You haven't worked in retail before? This is just a barcode. Big W sells these products too. You can go and check their barcode its the same.
Him: Well when I got to Big W, they will exchange it for me without a receipt.
Me: As you've said that's Big W. We are not Big W. Each store have their store policy.
Him: No this is YOUR policy. Fair trading says you have to refund even without a receipt!
Me: Where do they say that. Show me. I don't have to refund anything without a receipt because a) you can't prove you got it from us and b) when you bought it. 
Him: I can tell you when I got it!
Me: You can tell me any date you want. You can say today even. But that's what a receipt is for. 
Him: Are you saying that if I walk into Big W, they will accuse me of stealing because I don't have a receipt and I bought it somewhere else.
Me: Yes exactly. They will and they will have to investigate if you are telling the truth otherwise they will call the cops. 
Him: What a joke. Where country are you from?
Me: That's none of your business and its got nothing to do with thisw.
Him: Which country are you from?
Me: As a matter of fact, I was born here. You got a problem with that? 
Him: .....................
Me: What about you?
Him: Me too! (in a strong indian accent) 
Me: Oh realllyyyyy, I couldn't even tell coz you seem so clueless about store policies and legislation and you think that you can simply yell at me and my staff and expect us to help you when you don't even have a receipt. 
Him: Fine its my fault. I lost my receipt. 
Me: Well its certainly not our fault.
Him: I'm gonna call the cops.
Me: Yeh the police station is just across the road. Go tell them and see if they will do anything. Good luck. 


If you want us to help you, you are suppose to be nice to us. Don't demand this and that. Makes you look very hostile and arrogant and we don't like to help those type of people. Policies can be bended and broken as our discretion but when you act like that, policy is policy. 

Lady overly worried by a simple small rash

A lady comes in with a script from the doctor for Elocon Cream. Before I start dispensing, she asks me all these questions about the cream:
"Is it for 'broken capillaries' 
"Will it work?"
"What's the strongest cream you have to treat the same thing?"
"What else can you use for pigmentation?" 

I write down hydroquinone for her. She asks me: "What strength does it come in?"

Me: "The doctor decides the strength suitable for you and then writes a script before we make it into a cream. Its tailor made."

"What does it do?"

"Its a peeling agent for pigmentation and blemishes?"

"So it will help with this?" and then she proceeds to point to her face or nose area where a small rash is there...... 

Me: "That's just a rash. Dermatitis. That's not pigmentation."

She: "Its not?

Me: "No its not. Pigmentation is different to a rash. They're not the same."

She: "So you think the doctor won't prescribe me hydroquinone?"

Me: "No why would they? Its not pigmentation. Its just a rash. So his prescribed you Elocon cream which is for rashes. Use a thin layer and it will go away in a few days. You've got the right cream ok?" 


She seemed so worried. And she thinks its pigmentation. Its not! Just get over it. Its just a rash, cortisone cream will help, though I think Elocon may be a bit strong for the face. 

Pharmacists furious with Chemist Warehouse dodgy Medscheck practices

http://www.pharmacynews.com.au/news/latest-news/chemist-warehouse-s-medscheck-push-sees-store-do-3

http://www.pharmacynews.com.au/news/latest-news/pharmacists-furious-with-cwh-medscheck-push

Chemist Warehouse (CWH) is at it again! News recently broke out about how one CWH store claimed 319 Medscheck in 2 weeks. And bragged about it. Head office pushing their stores or actually their underpaid pharmacists to do low-quality Medschecks. Easy $20,000 in their pocket.

This news made a lot of pharmacists in the industry furious. Furious because CWH is clearly doing a dodgy and getting away with it. One Medscheck should take about 20-30min to do. If you do the math, the pharmacy would have to be open more than 24 hours and employed a lot of pharmacists to do this.

I recently met someone who works at CWH and that's what they told me too. They had KPI they had to meet - they must do 10 Medscheck PER DAY. Wow, that's probably what I do in a month! Don't understand why Medicare still paid CWH without even auditting them. Its so suspicious but its like noone's doing anything!

Honestly, I think the the pharmacy industry is screwed and here's why:

• Medscheck has no benefit to us pharmacists. It only benefits the pharmacy owners. It just means more work and pressure for the average pharmacist. Not like they get paid anymore. Same wage. 
• CWH paying their pharmacists only $24 per hour. Casual rate, long hours, night and weekend shifts. Cityrail ticket person at the train station gets paid $60,000 per year salary with paid annual leave, sick leave and other benefits. 
• Pharmacists don't even get a proper lunch break. On call means we eat while we work. And some stupid law stating they must close the store if there is no pharmacist on the premise. 
• Employers talking about generics all the time. Lying to patients that we don't keep the brand anymore, made in Australia when its made in India, better quality not necessarily, less expensive when we charge them the same price as the original. Must have 80% generic conversion or your job is on the line. 
• Employers talking about Medscheck. Doing 5min Medscheck, and them getting the patient to sign. They don't even know what they are signing for.
• Discount chemists charging so little for medications. Amoxil Syrup is $6.50 at CWH. That's cheaper than the concessional price. Dispensing FEE zilch! Patients thinking other pharmacies are ripping them off as CWH charging so low. 
• Customers expecting everything in pharmacy is free. Free blood pressure checks, Free blood glucose checks, free weighing scales, free medical advice, free Webster packs........ We don't get paid by Medicare for each consultation we do. 
• Abused by customers who don't want to pay a surcharge for original brands coz other pharmacies are not charging me. Either they are lying or they really do that we don't know for sure. Patients think the pharmacies set PBS prices. Its Medicare but they don't believe us. 
• Very weak governing body The Guild. Hasn't done much. Their negotiations are crap. They don't know how to negotiate. Lets Medicare and government step all over us. Just not powerful enough. Look at the nurses union. They walk out on their job, protest and government gives them a payrise. What about us? The Guild puts out a stupid petition, gets everyone to sign it and gives it to the government who chucks it in the bin. No change. Problem is still there. Just forget about it and move on. 

Hycor ointment 0.5% and 1%

Lost-case doctor does it again.

She writes a script for Siguet Hycor Ointment 0.5% which was discontinued like 5-6 years ago. So I give her a call

Me: Dr, the hycor ointment 0.5% was discontinued 5-6 years ago. Only the 1% is available.

Dr: Are you sure? He said he only got it a few weeks ago. He showed me the old packet. 

Me: I'm looking at the old packet he is holding...... it says 1% 

Dr: Oh change it to 1% then.

Does she not know it was discontinued? Its been so many years. Especially when the patient has brought in an old packet, where you can actually LOOK at it. She can't seem to differentiate between 0.5% and 1%. 

Again, its another example that she is a doctor that prescribes whatever the patient tells her to prescribe without thinking or questioning. We need to get rid of doctors like that. *sigh* 

Most easiest Medicare paid consultation ever

A man comes into the pharmacy and gives me a piece of paper written by a doctor.

He went to see the doctor to ask what he can use to get rid of his wrinkles on his face. Guess what the doctor wrote on the paper?

"Anti-wrinkle cream"


Yep what a genius!

Customer thought I was ripping him off only to return later in defeat

A customer got really angry at me as I was not able to price-match the Diprosone OV ointment 30g he wanted. We sell it for $31.50 and he says he usually gets it for $25 at the chemist down the road.

I checked our cost-price, which was way above the $25 so I just couldn't match it. I told him we are the cheapest in the area and if we can't sell it for that price, don't know how other chemists can. I said the prices have gone up over the years.

Then he continues on and curses me for overcharging him and that he won't ever come here again coz we are ripping him off etc etc....

Well guess what. The same man came back today and I dispensed the script for him.

I cheekily said: Oh you know its not $25 right? We sell it for $31.50.
Him: Yeh what can I do? I need it so I'm gonna have to buy it.
Me: Oh you said you could get it at the other chemist for $25, you didn't end up getting it? Why's that?
Him: (getting frustrated) coz the prices have gone up and they can't do it for $25 anymore.......
Me: Is that so? Yeh I wasn't lying when I told you we're the cheapest in the area. Now you know.

Petitions don't work and gives a false sense of hope

Sick of those organisations who decide to start a petition every time there's a change that affects the industry. Stop being fake and optimistic. Petitions is not the solution to our problems. We need ACTION and STRATEGY and good LEADER. That we lack. We don't have a union (i think we do but not many members and they don't do anything). We got money-hungry governing bodies like PSA, The Guild who have ridiculous membership fees and they don't really fight for our benefits.

At times when needed, they come up with this wondrous solution, namely a petition, grab our names and our signatures then end of story. No follow-up, no solution. Change goes ahead. Because you know why? The change went ahead without our consultation, so why would a petition of our say change their mind?

Be realistic. Petitions just don't work. Gives fake hope and its a form of action that those organisations do just to fake their concern. They don't give a crap about us.

Don't waste your time signing it. I'm not.

Pharmacy Guild of Australia & Medscheck Caps

A lot of colleagues and friends in the industry ain't very happy with the recent changes the government and The Pharmacy Guild of Australia has put through, again without consultation with their pharmacy members.

Read their article here:

http://www.pharmacynews.com.au/news/latest-news/guild-to-assume-responsibility-for-hmr-payments-as

Each year, pharmacy owners pay heaps of $$$ to The Guild who is the representative body for community pharmacies. But each year, they continue to disappoint. I don't see why we need to continue paying them if their stupid proposals do not benefit us.

The changes Feb 2014:

MedsCheck and Diabetes Medscheck has been capped at 10 per pharmacy per month. So that means for small pharmacy with one pharmacist a script volume of less than 100 per day VS a large pharmacy with 7 pharmacists per day with a script volume of 600 ---- do they really think 10 MedsCheck per month is reasonable? You develop this service to help the greater good of the community, but after one year, you take it away from us and impose a stupid cap so you can keep some of the money? So if we think a patient would benefit from a Medscheck, guess we'll have to say no sorry and turn them away coz we have reached our quota this month.


The Guild is sly. Pretending to represent us, but then taking over Medscheck and imposing a cap. Seems to be could be some secret dealing under the table.

Why do pharmacists have to suffer when it comes to cost-cutting Medicare expenses?


Why don't they focus on doctors who prescribe inappropriately and charge inappropriately from Medicare? Let me tell you how Medicare can save some money easily just by auditing doctors:

• Abbocillin VK 150mg/5ml syrup, Ventolin Syrup, Celestone Cream, Aristocort Cream, Adrenaline injection all come in packs of 2 under PBS. Most doctors prescribe maximum PBS quantity even though the patient only needs to use it for a few days. Technically, one bottle is more than enough, but doctors are too lazy to change the quantity. What happens to the second unused bottle of syrup or box of cream? Goes into the bin unused when it expires after sitting in the cupboard at home for a long time. 
• Doctors charging Medicare even though they just print off a repeat script for their regular customers. I know doctors who refuse to write repeats just so the customer can go back and see them again for a new script so another Medicare swipe is required. I know the doctor does nothing because no doctor requests a blood test every month when the patient is only taking cholesterol tablets and the dose has been the same for the past year. 
• Micro consultations that only take 5min as patient's condition is not bad. Eg. sore throat, patient comes out with script for Nurofen. Seriously, that's another $60 of Medicare wasted. 
• Doctors prescribing items on PBS when the patient doesn't meet the criteria. Eg. Normacol Plus is for disabled quadriplegics but I see normal grown people being prescribed that. or Klacid Syrup prescribed for children as part of a triple therapy with Amoxil and Losec when its only indicated for Pertussis.   
• Doctors writing PBS scripts for their regular patients who intend to send it overseas to their sick relative. (illegal btw) 

Medicare of Australia - my advice to you is audit those doctors in our country if Medicare requires cost-cutting. Do not focus everything on pharmacies and makes constant changes such as price disclosure, price dropping, clinical interventions value reduction, Medscheck caps, audit us ..... coz these will drive us out of business, unemployment rates with increase. Trust me, doctors require auditing as there has been a lot of illegal activity going on. and I'm surprised nothing has been done about it. Pretty unfair if you ask me. Why are we always targeted? Changes in the past few years have affected pharmacies.

Confused woman who doesn't know what one plus one is

I dispensed Voltaren EC 50mg tablets for a customer today. I explained to her its an anti-inflammatory for pain and inflammation; counselled her on how to use it:

Me: You need to take one tablet twice a day so one in the morning and one at night.

She looks at me blankly and frowns with a very confused look on her face.

Her: But the doctor told me I need to take two tablets a day?!?!?!?!?!?

Me looks at her very confused and I say: Errr yeh that's correct. One morning and one at night IS two tablets a day?

Her: Oh.....


Either slow or dumb... actually maybe both.

Doctor encourages patient to forge CTG (Closing The Gap) script

This dodgy customer of ours keep on coming into the pharmacy with a script from that particular doctor and it always says CTG on it. Lately, its been written as 'GST' and 'CGT'. I call the doctor to confirm and he says its correct. So then I dispense it.

Today the script looked unusual. The doctor's signature was in black and the words 'CGT' was written in blue. Weird because I just dispensed a CTG script from that doctor for another patient and it was CORRECTLY WRITTEN. So I call the doctor to confirm.

The receptionist picks up and says she'll check with the doctor. Comes back and tells me the doctor says its ok. I hang up the phone and the patient saw me calling the doctor so he tells me HE was the one that wrote CGT on it.

Me: Why did you do that?
Him: The doctor forgot to write it and he told me before I can write it in.
Me: No you can't. Only the doctor can write on the script. If he forgot, you have to go back to him and get him to write it in himself. I can't dispense this script.
Him: Ok ok i'll come back.

Now while his gone to the the doctor's, I was not happy I was lied to by the receptionist. So I called back the surgery and I told her off.

Me: Ok I found out what happened. The patient just told me he wrote it in himself because the doctor forgot to.
Receptionist: Oh ....
Me: So obviously the doctor did not write the code on it, why did you confirm that the doctor did?
R: Oh I thought the doctor wrote CTG so that was what was confirmed.
Me: I called you to confirm the script for a reason. If the doctor didn't write it, you should not confirm that. Now for a person other than the doctor to AMEND a prescription is a criminal offence and illegal. I have told the patient not to do that again. I am sending him back to get the doctor to fix it up properly. Please remind him not to do that again. The doctor is the only person to write it.
R: Ok ok ok  thanks for letting me know......

Patient comes back with the script, initiated by the doctor and stamped. I'm pissed.
Patient apologises.

Patient: Doctor sometimes forgets to write it in so he said i can write it in.
Me: No that's not true. Who told you that?
Patient: The receptionist - who's the doctor's wife.
Me: So what. She's not the doctor. You know what you just did was illegal. You could get in trouble, I can get in trouble and the doctor can get in trouble. If the doctor forgets to write it in, you remind him.
Patient: Yeh sometimes his busy or in a hurry.....
Me: No that's no an excuse. If he has time to see you and write a prescription, he should have time to write the code. You can't do this. If you do this again, I'm going to have to report you.
Patient: Ok I won't do it again.
Me: We do not do illegal things here and that receptionist knows nothing, she's wrong and don't listen to her. Let's do in the right way ok.

------------------------

I can't believe they encourage the patient to write it in himself!!!! Closing The Gap is such a flawed system though. All you have to do is write CTG on it and it'll be covered. Medicare wasting our taxpayers money on dodgy people like this. I have a feeling maybe the receptionist is in it with the patient - maybe the patient isn't eligible for CTG but they just write it in. Blah.... seriously if it happens again, and I catch them out. No more chances, will report them to Medicare Fraud. Sick of dodgies!

Patient only cares about time, doesn't care about the pharmacist helping her

This regular customer of ours keeps on whinging about the wait of her scripts every-time. Today I got so annoyed at her - I was THIS close to cancelling her script.

Complained about the wait while everyone in front of her was patiently waiting. Basically I think, if you are in such a rush then maybe you shouldn't come at this time so go to a more quieter pharmacy. We are not Maccas or any fast food chain and we do not guarantee you get your medicines in 2min. It was busy today and lunch-time, short-staffed and there her doctor wrote her the wrong strength of her medicine which means we had to call the dr to confirm.....


My colleague's on the phone with the doctor and she's like whinging and whinging then tells my assistant - as a sign of protest - that she doesn't want to wait anymore coz she's waited too long already.

My colleague just got off the phone with the doctor and clarifies the problem when my assistant tells her that the customer wants to cancel the script. Colleague says it will be ready now coz she spoke to the doctor. Assistant is about to tell the customer it will be ready soon but I jumped in....

Me: No, if the customer wants to cancel the script, I'll cancel the script. I don't care if we fixed the problem, since she doesn't want it, I'm happy to cancel the script even though its done now.

Assistant looks at me awkwardly and asked the patient, the patient wants it now since its done.


Well I'm annoyed and sick of her tantrums. She doesn't seem to appreciate what we do here, we called the doctor to fix your problem, and then you turn your back on us and complain that we're making you wait too long. Stuff you. You wasted my time, and if I had it my way, I would push for cancelling the script despite it being ready because you're just asking for trouble.

The patient did talk to me since I was the one in-charge and I asked her: "Did you want me to cancel it? Its ready now but if you want me to cancel it, I'll cancel it for you."

She: Well if its ready, I take it.

Me: No if you don't want it, I will cancel it for you. You want it or not?

She: Yes I'll take it. I don't know, all this problem...

Me: Well it was a problem with the doctor and we fixed it for you.

She just shut up. and then later told my assistant to apologise to me.

You know what I said to assistant: An apology? Yeh I accept her apology. Good to see she's finally admitting she's wrong coz that apology ain't coming from me.

Do not guess when I ask you an important question

As pharmacists, there's a protocol to go through when you are giving advice to someone. 

Who is it for?

What are the symptoms?

How long have they had it for? 

Are they taking any other medications?

Do they have any other medical conditions? 

Now today a man walks into the pharmacy and he wanted something to increase his dad's appetite. 

Do they have any other medical conditions? No, but he had a stroke 8 months ago. 

Are they taking any other medications? Just Asasantin.

I questioned him if there are any medications and he kept on saying no more. I pointed out that if he had a stroke 8 months ago, he should be on more medications not just Asasantin. 

He was firm with his answer: "He doesn't have a heart problem, no diabetes, no cholesterol." but I still suspicious there should be more. Missing therapy - so wanted to do an HMMR right there. 

Then he gets his mother who's sitting on the chair and she pulls out a BUNCH of new scripts from the doctor for her husband. 

And what do I find amongst those prescriptions? Asasantin was one of them. As well as Minax 50mg and Lyrica 25mg..... 

I questioned the man: Ok well I can see from these scripts, he has a pain problem and a heart problem and a stomach problem. But when I asked you before, you said there was nothing else. What are these then?

Man: I don't know about these. I am not aware of it. 

*Dude! How can I provide the correct advice if you don't provide enough information. And when I question it, he didn't attempt to find out. You don't know doesn't mean its no. 

Me: Ok. I'm going to assume that these are the only medicines his on and provide you with a product suitable based on that. I won't know what other medications his on if you don't tell me ok? That's why I ask you. If you don't provide me the full information, then I might not be able to provide you with the appropriate medicine.

Man: Yeh i didn't know ......

Me: Next time, you ask the person who knows best - namely maybe your mother or get a list from the doctor of the most updated medicines his on. Do not guess. This time was ok, but if he was on other important medicines and you didn't tell me, and I give you another medicine - it can be dangerous.

------------------------

Sorry but I just had to tell him off because he was being ignorant after I asked him so many times. These people need to learn!  

 

Special sunscreen for special skin

This Indian man walks up the counter and asked me if the SunSense sunscreen is 'transparent'.

Me: Well the sunscreen is white. When you put on a thin layer and rub into the skin thoroughly then yes it will be transparent.
Him: Ok thank you.

He comes back 5min later and complains. Now you'd think its just sunscreen - what is there to complain about?

He shows me his hairy arm. There's white residue all over. It was the sunscreen he applied.

Him: You said this was transparent. But when I put it on, its white!
Me: That's because you haven't rubbed it in properly. And look at your hands, they're so greasy. You must have put too much on.
Him: No i didn't. Its white. You gave me the wrong advice.
Me: Excuse me? Ok let me try.

So I squeeze some sunscreen and applied it to my arm like normal and guess what - it was transparent. I showed him my arm.

Him: Well I don't know. It doesn't work for me.

Me: Maybe because your skin is dark? Let me get my colleague who has dark skin to try.

So I get my male colleague who's got really dark skin and applied it on. Transparent.

Me: Well as you can see, all of us have applied the same sunscreen on and its all transparent. There is nothing wrong with this sunscreen. You just applied too much and not spreading it out.

Him: No you are wrong. I came here thinking the pharmacist can give me professional advice, but obviously this is not what I want.

Me: Are you saying I lied or gave you wrong advice? Because clearly, it is transparent when everyone else puts it on.
Him: Well I don't want a product that's transparent on other people. I want a product that's transparent on ME.
Me: Well sorry but there's no such thing as a custom made sunscreen for each individual. All these sunscreens are basic and standard. There is no special one for different colored skins. I gave you advice based on what the 99.9% people would get but I think you've put too much on and you are just refusing to accept that.
Him: This is ridiculous.
Me: Its not ridiculous. Can you explain to me why its transparent on me and my colleagues arm then? We applied it in front of you. My colleague is dark skin and his a male, why would it be different?
Him: I don't know why.
Me: You don't know why. Can I just ask you a question? Is this the first time you've used sunscreen before. Because you seem a bit adamant about it.
Him: Yes its my first time.
Me: Errr ok so its your first time. Well I guess you came in with a very high expectation of sunscreens. I'm telling you, sunscreen is something very simple and basic. But you make it sound so complex. There is no sunscreen tailor-made for anyone. You have to understand that.
Him: I came in with an expectation that I would be given professional advice but I guess I was wrong. You've give me the wrong advice.
Me: Fair enough. If that's what you think, fine. Well there's nothing I can do for you then. All I'm going to say is - I'm sorry there is no special sunscreen for your special skin. You will have to try all those different sunscreens on the shelf then, since I can't fulfill your requests just by looking at it, you'll have to try it in order to know.

And I ended it at that.

WTH. Its just sunscreen!!! He clearly put layers and layers on to the point where his whole hand is greasy and wet. How dare he come in and say I gave him wrong advice! What did he expect man? Special custom made sunscreen for his special skin? Come on!

Rude Duromine lady wants me to call doctor before everyone else

This regular customer of ours probably had an episode of PMS or something coz she gave me a bit of attitude when she came in today.

She had a repeat for Duromine 15mg. She said she wanted 30mg. People need to realise you can't just 'swap' different strengths around just coz you have a repeat of the same medicine. She tells me to look in her record and she's taken both the 30mg and 15mg before. For the Duromine 30mg, she should have 2 more repeats left. She says she's lost it. 

I tell her if she's lost her prescription, she will have to see the doctor, let him know she's lost the repeat so he can write her a new one. She urges me to call the doctor for her coz she 'can't be bothered' or 'have no time' to see the doctor. 

Lazy sh*t. Anyway, because she's a regular customer, I said I'll call the doctor for her and see if he can fax a script over. Now mind you, I was in the middle of doing a prescription, and there were 2 other prescriptions waiting to be filled before hers. So i put her order in line. 

She walks to the other counter and stands there watching me. I'm in the middle of dispensing someone else's script. 

She stands there for a few minutes then she says: "Umm excuse me, have you called the doctor yet?"

Me: "No not yet. There are 3 people ahead of you in the line, I will call the doctor when I get to your prescription." 

She rolls her eyes and sighs and snaps: "Wellllll I'm going to go the bank now, by the time I come back, you should have better have called by then."

Now that was extremely rude. So I snapped back: "Well that depends on if I get to your script by the time you come back. Like I said, I'll call when I get to your script."

Then she asks for my boss. I said my boss wasn't here. Then she asked for my name..... and I proudly showed my name tag and said this is my name. I am certainly NOT afraid of giving my name. 

I later call the doctor while she's gone and the doctor says: "my surgery's just across the road, just tell her to come over and see me." Good. That's all I need. Confirmation from the doctor that he is refusing to fax over a script and rather see the patient in person. HOW it should be done. Can't wait to tell her the bad news hahahaha... wanna see her reaction when she comes back.

She comes back and speaks to my assistant: "Has she called the doctor yet? Coz if she hasn't, I find that quite rude."

Excuse meeeeeee... I find you quite rude in fact. 

Me walks over: "I've called the doctor. His won't fax over the script, instead he wants to see you in person first." 

She looked disappointed: " Can't you just give it to me?"

Me: "No coz the doctor said no. I've tried to help you but the doctor wants to see you first. Ok. that's his answer."

She: "Fine." and walks away.....

Teeehhheeeee... I felt so good telling her that. Suckers! Lazy people - stop making excuses. You have time to walk to the bank which is next to the doctor's surgery, I don't know why you don't have time to see the doctor. If you need it so desperately then surely it's worth the wait.