Dis-Chem Pharmacy's inability to recognise the seriousness of the emergency

On 29 November 2025, I visited Dis-Chem Pharmacy in Lebowakgomo after staff at Clicks Pharmacy failed to demonstrate a sense of urgency regarding my situation. I urgently needed one insulin cartridge for my daughter due to an unexpected emergency. Earlier that day, one of her insulin cartridges accidentally fell and broke. Because this was unforeseen, we did not anticipate needing a replacement and therefore did not have her prescription with us. The prescription had been left at home in Johannesburg.

Upon arriving at Dis-Chem, I explained the circumstances clearly and requested only a single Fiasp insulin cartridge to cover my daughter for that day. The pharmacists were able to access her patient profile from 2024, which confirmed that she had previously collected diabetes medication from their store. I also explained that she normally receives her medication from a diabetic centre, and that our request was strictly for an emergency. Despite this, the pharmacists refused to assist us without a physical prescription.

What was most concerning was the lack of urgency and empathy shown, especially given their professional understanding of the medical risk associated with withheld insulin. Even with proof of prior treatment and clear evidence of an immediate need, the staff insisted they were “guided by rules and regulations” and declined to provide just one cartridge. Instead, they advised us to consult a doctor, which would have resulted in unnecessary costs far exceeding the price of the cartridge itself.

To ensure that my request was reasonable, I contacted a diabetes educator/nurse for guidance. The educator confirmed that, based on professional standards, the pharmacy should have provided insulin for an emergency situation, particularly where the patient’s treatment history was already documented in their system.

The experience at Dis-Chem was deeply disappointing. The pharmacist’s inability to recognise the seriousness of the emergency, despite having all relevant information at hand, reflects a troubling lack of compassion and responsiveness in a situation where prompt action was medically necessary.