Clicks Pharmacy - Lack of sense in emergency situation

On 29 November 2025, I visited Clicks Pharmacy in Lebowakgomo to request an emergency replacement insulin cartridge. My daughter had accidentally broken her insulin cartridge, and we urgently needed a single Fiasp cartridge to manage her blood glucose levels for that day. Although the pharmacy staff could clearly access her patient profile on their system—including evidence that she consistently collects her diabetic sensors from the same store—they refused to assist us because we did not have the physical prescription on hand.

The prescription was in Johannesburg, as we had not anticipated such an unforeseen incident. Despite explaining the situation in detail and presenting proof of ongoing diabetic treatment and supplies, the Clicks pharmacist assistants insisted that they could not dispense even one emergency cartridge without the script. Their refusal demonstrated a lack of urgency and sensitivity in handling what was clearly a medical emergency. Instead of helping us, they referred us to Dis-Chem or suggested we consult a doctor, which would have required unnecessary additional costs for a situation that could have been swiftly resolved.

To seek clarity, I contacted a diabetes educator/nurse for professional advice. The educator confirmed that, given the circumstances and the documented patient history, the pharmacy should have exercised reasonable discretion and provided the insulin for emergency use. Nevertheless, the Clicks staff continued to emphasise “rules and regulations” rather than prioritising the immediate health needs of a diabetic patient.

This experience was deeply disappointing and concerning, as it reflects a failure to recognise and respond appropriately to a genuine medical emergency.