Clicks Pharmacy weaknesses

Reason for joining I have been using the service for about 3 -4 years. I joined Clicks pharmacy after reading about it in an advert in a Sunday newspaper. Grand promises were made about efficient service and low dispensing costs. When I visit Clicks, I enjoy reading two framed “Codes of Conduct” (underwritten by the South African Pharmacy Council (SAPC)), which is attached to the wall in the dispensary. They highlight the rights and responsibilities of customers. One of those rights is that they may report inadequate service.

I have two major concerns and a few “minor” concerns regarding general dispensing processes and communication with customers:- 1 Monthly dispensing continuously becomes earlier 2 Clicks gets paid before delivering medication

Initial experiences During the first year, things went reasonably well, the odd mistake notwithstanding. Then small problems started creeping in, e.g.  Five times in a row no SMS;  Confusion w.r.t. the combination of medication I’m pointing these matters out, because despite previous explanations and promises of rectifications, problems kept on recurring roughly every 4 months.

Major concerns 1. SMS notifications SMS notifications are sent a few days earlier each month. I queried this, and it was met with a shrug and, sometimes, promises to fix it. To no avail. SMS’s are still being sent earlier each month. I asked that dispensing of the medication should happen 3 weeks later. To no avail. It simply does not happen. It clearly does not suit their business model. After 3 years it’s more than one month earlier. I therefore have supply for two months. Is this deliberate? It’s good for increased sales, because if 5 million patients spend roughly R 300, then a cool R1.5bn has been added to the revenue stream over the 2-3 years. Is this even legal?

2. Clicks claims from Discovery An interesting twist on this earlier dispensing of medication, is that even if I don’t collect promptly after the SMS, they claim the dispensing costs from Discovery and promptly get paid – without me customer having received the medication. Again, is this legal? So, the interaction between the two large companies continues without the client. Serious system failure. I’ve asked Discovery about this. They are not worried. We wash our hands like Pontius Pilate. They get my monthly contribution, they pay Clicks’ claim. It’s all good! No matter that the patient has not even received their medication. A cosy relationship between the medical aid scheme and designated service provider In short, it is immoral to claim for a service not delivered!

“Minor challenges”

Packed medication 1. Sometimes medication is not ready, despite having notified me per SMS. 2. At other times there is no SMS and I am forced to phone to enquire. I am told (once by Carli) that medication was dispensed, but again withdrawn (what?) Why? She undertakes to prepare the medication. I’ll pick it up on Tuesday morning (20 Feb. 18). When I get there Buntu tells me there’s no medication prepared. He then prepares it. I wait 15 min. 3. Sometimes wrong hypertensive medication is in the package. Latterly, the Co-Zomevek that is dispensed, is of a higher strength. Has to be replaced. 4. Hypertensive meds that has not been prescribed is on computer sheet, i.e. Ludovox (?). I have requested them to please remove it, and then, six months later, it’s still there.

Personnel

There are normally one or two experienced pharmacists and many new trainee pharmacists. Is this high staff turnover? Each time I go there are new people, with one or two established ones. Is this the problem? Teething problems? New systems and staff?

Summary As an esteemed SA Company, one expects that Clicks should have an efficient system, but service has been topsy turvy and still is.

The process within the system that gradually makes dispensing dates earlier, as well as claiming from Discovery without even the patient receiving their medication, is one that will be further explored. This cannot be legal.

What to do. We have identified alternatives to Clicks for medication. There are a number of large retailers that also dispense medication, i.e.,  Dis-Chem  Medirite (Shoprite)  Pick n Pay Pharmacies

Finally Companies forget, once they become all-powerful, that a brand is about trust, consistency, and quality. “A promise made, should be a promise kept.”

Kind regards, Gargantua.