Priceline Head Office
Phone: (03) 8720 3000
885 Mountain Hwy Bayswater VIC 3153
Complaint ...... By: Lynn Turnbull( Australia ), 2013/09/01 08:19
I wish to lodge a complaint against Priceline Pharmacy in Hurstville Station. A few weeks ago I went to get my daughter's Diabex and Duac prescriptions and was told that she did not have any scripts. I called my daughter who informed me she had left six months supply with the pharmacy. This was at around 5.30 pm on Saturday. The pharmacist informed me that he did not have any scripts left and that the notes in the computer confirmed this assumption. I asked him to look again and I expressed deep concern that my daughter could suffer a fit or collapse if her insulin levels dropped. He coldly suggested that if my daughter were to collapse as a result of her not getting Diabex, that I should take her to the hospital. At no point did he check the physical files.
I went back home and spoke to my daughter who said she had most definitely given written prescriptions. I returned with my husband to the pharmacist who read out what was on the computer in front of other customers which was -" not to give my daughter any Diabex or Duac under any circumstances".
My daughter had been late with some scripts due to working and studying and helping to look after family members who have cancer and dementia. She DID however have six months worth of scripts. The pharmacist was reading an old massage left in the computer which had not been duly deleted from the system. In other words, my daughter's records were not kept up to date.
But what is much more worrying is that this young pharmacist did not take the time or have the forethought to look in the draw and check for written prescriptions. It took me, the customer, to tell him to go look in the draw where he eventually found six or more months worth of scripts.
He accused me of not telling him to look in the draw when I informed him, and as a customer not trained in pharmacy practice this is not my job to do so, but his. This last remark is a real worry to customers as it means the pharmacist was not following procedures correctly by double checking and looking in the draw. He made a dreadful mistake which may have cost my daughter her health or others, worse, their lives. I also wasted a lot of my own valuable time trying to sort the matter out.
I have been a loyal customer for the last ten years using this Priceline Pharmacy. I am a high school teacher who has lived and worked in Hurstville, Sydney for over ten years. I have always had very good service from Priceline and over the years got to know most of the staff. I have been a valued customer and get my mother's and daughter's prescriptions from you as well as buying presents for teachers at school. I have spent a vast amount of money (thousands $$$ every year)in the store.
I would like a written apology from Priceline and would ask that customer service procedures be strongly reviewed so that other customers DO NOT experience what I went through at the Hurstville store.
Lynn C Turnbull
Phone: 0434 928 214
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