This note is about a store with which I am generally happy, though this particular note is somewhat disparaging, so I'm removing the specific name:
They
Are
Really
Great...
Excluding
This.
Dear “Convenient Pharmacy”,
If my daughter is sick enough that I'm willing to interrupt my normal work schedule to take her in to see a doctor, it seems reasonable to conclude that I'm interested in her getting better. The fact that the physician has prescribed medication indicates that we are actively looking for solutions to a situation.
It is frustrating to arrive at the pharmacy counter after the appointment wherein a prescription was sent to you and, regardless of how much time has passed between leaving the clinic and arriving at your counter, you are "just now" finding out about the prescription. The entire point of sending it ahead of time is that you can have it ready.
However, invariably, when I finally get to the front of the line, the person always gives me a blank stare, has to wander over to the baskets, then to a second set of baskets, then checks a few more counters, then asks a few of the other people "have you seen the 'Smith' order?", then they go to another terminal, and finally they pull it up. "Oh, it just came through. It will be about 20 minutes."
20 minutes?!?
It took more than 20 minutes to get here from the clinic. I have a sick child. She is uncomfortable and in need of medication. We want to get the medicine in her as soon as possible to begin the road to recovery. Why have you not been working on this until now?
So, I wander around the store with my sick child for about 20 minutes and then return. At least the clerk recognizes my face, though not the last name, but he knows why I'm there. He goes back to a counter and says "Ok, we just need to mix it up."
Mix it up?!?
What were you doing for the past 20 minutes? Do you really think that, after our first encounter, I'm going to decide my child is no longer sick and just leave the store, never to return again? This medicine is to be stored at room temperature. It can sit on your counter just as well as it can sit on mine. I am to shake vigorously before each dose, so, even if it were to settle out a bit, waiting for my return (which should be within 20 minutes), it won't affect the potency of the medicine. It will be sitting on my counter for 4 days!
And then, you need to give me a consult. Really?!? My daughter is 6 and my eldest is 9. We've dealt with liquid medicine before. In fact, we've been in to this very clinic before… for this very same child… for this very same medicine. While I appreciate the "option" of a consult, should I have any questions, if there's nothing out-of-the-ordinary, please don't introduce another delay into this process. So long as the label clearly indicates the dose amount and frequency, whether or not to refrigerate it, and whether or not to take it with food, I should be good.
Analogous situation:
Me: Hello, Fictitious Pizza Palace? Yeah. I'd like to order some take out.
FPP Employee: Alright, what’ll it be?
Me: Can I get 2 large, original curst pepperoni pizzas?
FPP Employee: Sure thing. Your total comes to $10. It will be about 20 minutes.
Me: Great.
[20 minutes pass, during which, I have driven to Fictitious Pizza Palace.]
Me: Hello, I'm here to pick up my order.
FPP Employee: Ok, sir. One moment please.
[Goes back to where the kitchen.]
[Returns.]
FPP Employee: Alright, we just need to bake it. I will be another 15 to 20 minutes, ok?
