Response to reader: Long wait to fill prescriptions

Long wait to fill prescriptions

Dear Dr McDaniel,

In your article 'Why so long to fill a prescription' you noted that one of the reasons long waits at the pharmacy was - "the unseen customers". As you explained, these customers are privy to having their prescription(s) faxed to the pharmacy so they are first in line and the customer(s) standing in front of you at the pharmacy has no privilege. I sincerely hope you will never again express this in this manner.

I think 'unseen customers' or not, each pharmacist is able to assess the situation and should make a judgement on the number of customers waiting, the time they have been waiting and how complex the prescription(s) for the 'seen customers' are. There is also the issue of communication. Most pharmacists do not speak to the 'seen customers' since they have nothing else better to do than to wait. What is wrong in letting the customers know how long the wait will be so that they can make a decision. I find that the same thing happens in doctors' offices. When did communication die?

Dear Reader,

Thank you so much for taking the time to comment my article (Jamaica-gleaner.com/gleaner/20110525/health/health1.html). You mentioned communication, and feedback is an important factor in communication. This is why I appreciate your comments so much. Your feedback shows me that I have apparently not communicated a particular point about 'unseen customers' very well.

In the series of articles, I gave several reasons for the long wait at the pharmacy, one of them being the 'unseen customers'. I wrote, "Some customers fax their prescriptions to the pharmacy before you arrive there. They are ahead of you in the prescription line." I did not explain nor elaborate on this particular point.

However, in your comments you stated that I explained that the clients who fax in their prescriptions are privy to doing this and, as a result of this, they are first in line. You also stated that I wrote that customers standing in line have no privilege. You stated that you hoped that I'd never express myself like that again. I never said any of the things you said I did, and I certainly did not intend for readers to have the impression which you got.

Pharmacists are capable

You are perfectly correct that pharmacists are able to assess each client and situation on its own merit. Pharmacists are challenged to do that every day. You and I are in agreement on the (lack of) communication issue. I strongly believe in customer sovereignty. As a client at the pharmacy, doctor's office, dentist or physiotherapist, I want to be acknowledged. I want staff to tell me that they see me, they know I am waiting, to tell me exactly what's happening there, what is the next move and when.

Dr Dahlia McDaniel is a pharmacist with a doctorate in public health. She is the chief executive officer of two pharmacies and a medical practice in Kingston; email:yourhealth@gleanerjm.com.