Business Inefficiency/Bureaucracy

[Boggo]

I am amazed.
On the way home today I called in to the local National Pharmacies chemist to purchase some Sudafed (sinus relief).

There was nobody ahead of me at the counter, I asked for the product, was told I need driver's licence identification, went back to the car at the front door and got the licence.
After about a minute I was asked if I would wait or call back, I said wait and was handed a piece of paper with a number on it. The person who took the details then passed them to one of four people at the next counter behind her.
While I was waiting another person asked me if I was being served.
Nine minutes later the person behind the second counter placed a small tray on the counter in front of her where it stayed for a couple of minutes.
Another person from behind the counter then walked around to the front of the counter and called my name (I was one of only two customers).
This person then asked me if I knew what this product was for and if I had used it before etc.
I asked why it takes so long and was told that "it's because we have to enter it in the computer"
She then directed me to another person at the cash register, $12.99 and twenty minutes later and I was on my way.

All up I had to deal with four people (not including the person who asked if I was waiting).

I counted eight people who seemed to be employed at this chemist, bear in mind that this is a small chemist in a country environment on the edge of suburbia (Blackwood).

I am sure that there may be times when they do get busy but you don't need to be Einstein to work that one out.
I cannot ever recall seeing such a level of incompetent inefficiency, how on earth does a business like this survive especially in the current economic climate.

The whole process looked like a merging of Yes Minster and Fawlty Towers.

Businesses like this deserve to go bust.

 

[nunthewiser]

SUDAFED on the list of over counter medicine used to make speed .hence the rigmaroll re I.D and computer ..... the rest of the service probs were there doings and agree re some should NOT be in business

 

[adobee]

problem is Pharmacy is one of the biggest money earning businesses around.. just check out some of the wholesalers / discount Pharmacies .. the turn over on these is huge.. and with a mix of pbs non pbs.. gst applicable no gst .. generic versions etc i think the tax paid could be minimal...

Pharmacy is by far the biggest industry waiting for domination.. problem is that at this stage supermarkets etc cant get in due to the government restrictions.. each pharmacy needs to be owned by licenced pharmacist.. cant open new pharmacies within 1.4km of old one.. cant get a new pharmacy number have to buy old ones..

Discount Wholesale Pharmacy owners are going to be the newest entry on the next RICH200..

 

[Boggo]

Lucky that I didn't want some of these as well eh nun

 

[nunthewiser]

LOL

 

[Boggo]

problem is Pharmacy is one of the biggest money earning businesses around.. just check out some of the wholesalers / discount Pharmacies .. the turn over on these is huge.. and with a mix of pbs non pbs.. gst applicable no gst .. generic versions etc i think the tax paid could be minimal...

My wife has an inoperable brain tumour (grade 3 anaplastic astrocytoma for those of the medical fraternity) and it costs an arm and a leg weekly for her medication.

To see that we are funding this level of incompetence is very annoying.

 

[Timmy]

Next time ask (in a VERY LOUD voice):

"I ALSO WANT SOME EXTRA LARGE STUDDED AND RIBBED CONDOMS, OH AND FLAVOURED TOO. HEY, IS THERE ANYWHERE I CAN TRY ONE ON, MAYBE EVEN TEST IT OUT?"

And keep insisting you would like to test one out, eh?

This might speed up the service.

 

[Boggo]

Next time ask (in a VERY LOUD voice):

"I ALSO WANT SOME EXTRA LARGE STUDDED AND RIBBED CONDOMS, OH AND FLAVOURED TOO. HEY, IS THERE ANYWHERE I CAN TRY ONE ON, MAYBE EVEN TEST IT OUT?"

And keep insisting you would like to test one out, eh?

This might speed up the service.

A job for "The Chaser" guys I think

 

[Farencue]

I have a lot of sympathy for pharmacists, what a bummer it took 20 minutes, although you didn’t give us the minutes it took you to go out to your car and retrieve your licence. Here are some possible reasons for your discontent.

I said wait and was handed a piece of paper with a number on it. The person who took the details then passed them to one of four people at the next counter behind her.

The four people are the pharmacists and their assistants. They do not usually serve directly at the counter.

While I was waiting another person asked me if I was being served.

Much better than going into a store and being ignored by the sales people when you actually need one. They are the businesses that dont deserve custom.

Nine minutes later the person behind the second counter placed a small tray on the counter in front of her where it stayed for a couple of minutes.
Just because there was only 2 people waiting doesn’t mean the pharmacists weren’t already filling out orders for home delivery, nursing homes or doctors surgeries, you know ahead of you? When I worked in a doctors surgery we often called the pharmacist for meds that were urgent. Doctor surgeries also fax through prescriptions. It probably sat on the counter until the person whose legal obligation it is to talk to you was free to do so.
Usually that is someone licensed and not just a cashier.

[B]Another person from behind the counter then walked around to the front of the counter and called my name (I was one of only two customers).This person then asked me if I knew what this product was for and if I had used it before etc.[/B]

This is the law when dispensing medication. No way around it for the pharmacist.

I asked why it takes so long and was told that "it's because we have to enter it in the computer"

What Nun said, and it will happen in every chemist in Australia.

She then directed me to another person at the cash register, $12.99 and twenty minutes later and I was on my way.

This person is the cashier. Pharmacists and their assistants don’t generally serve at the counter, they are usually too busy getting all the meds together.

I cannot ever recall seeing such a level of incompetent inefficiency, how on earth does a business like this survive especially in the current economic climate.

You wont go bust as long as people need medication (prescription medication). It also is a very efficient system especially when the pharmacy is very busy. Wouldnt want to give you diarrhoea medicine instead of Sudafed after all.

Businesses like this deserve to go bust.

Thats a shame you feel that way, most chemists are extremely helpful and are willing to give you advice for free (sometimes a pharmacist is more helpful than a doctor).

 

[Boggo]

You wont go bust as long as people need medication (prescription medication).

Ned Kelly got hanged for robbing people.

most chemists are extremely helpful and are willing to give you advice for free (sometimes a pharmacist is more helpful than a doctor).

I agree entirely.

My disagreement is with the inefficient staffing level while taking into account that there are elderly pensioners who cannot afford some medications but are funding a flaming audience every time they go this chemist.

 

[Prospector]

National Pharmacies are the worst kind in terms of pleasant service to the public, especially when it comes to Sudafed with pseudoephidrine. They assume people are drug addicts. They always take at least 30 minutes to dispense, and usually longer. One time after surgery to my eyes (the day after) I had to have some meds dispensed. I had black eyes but was wearing sunglasses, and felt dreadful but had no-one else to get the script. They told me it would take 20 minutes - there were too many people waiting to have a seat; so I sat on the floor as I couldnt stand any longer. They told me off for blocking the way. So I took off my sunnies and gave them the glare. Seemed to have done the trick as I got my tablets shortly thereafter.

Thankfully other pharmacies I have used have been much better experiences, but National Pharmacies just seem to have a special attitude!

Ah, boggo, I see you are in Adelaide and used Blackwood National Pharmacy. Dont ever go into Gawler Place in the CBD - they are the worst (drug addict experience!) Norwood isnt much better (Black eye experience). Ha ha, Blackwood being a country environment....

 

[Boggo]

Ha ha, Blackwood being a country environment....

Hi Prospector, well it sorta still is, looking out the window I see some cows and a couple of horses but if I really lean to one side I can see some MacMansions too that didn't exist a few years ago

 

[Julia]

Boggo, I'm very sorry about your wife. I hope the Budget doesn't - as suggested - reduce the Medicare Safety Net for prescriptions.

Re pharmacy staffing level, perhaps they have to maintain a staffing level consistent with a busier time than you experienced in your 20 minutes of contact. That would account for more staff than appeared necessary.

I don't think pharmacy staff enjoy having to do the extra admin involved with Sudafed but they don't have a choice.

If it's something you use on a regular basis, I'd suggest getting your GP to write a script for it. Then you get it much cheaper and don't have to go through all the ID stuff.

 

[Boggo]

Boggo, I'm very sorry about your wife. I hope the Budget doesn't - as suggested - reduce the Medicare Safety Net for prescriptions.

Re pharmacy staffing level, perhaps they have to maintain a staffing level consistent with a busier time than you experienced in your 20 minutes of contact. That would account for more staff than appeared necessary.

I don't think pharmacy staff enjoy having to do the extra admin involved with Sudafed but they don't have a choice.

If it's something you use on a regular basis, I'd suggest getting your GP to write a script for it. Then you get it much cheaper and don't have to go through all the ID stuff.

Hi Julia
Thank you, and luckily we are (currently anyway) in a position where the cost etc is not an issue. I do really feel for others that I hear about and today's experience is just bad really.

It's not something I use regularly, last time I bought any (12 in a packet) was July '08.

I had to go out this evening and crossed paths with my wife, when I told her the story just now her response was laughter followed by "don't ever go to National Pharmacies at Blackwood, its quicker to drive to Mitcham or Morphett Vale where the staff are really helpful", believe me, she knows.

Cheers.

 

[tech/a]

Yeh Boggo all to best to your wife.

Have you had an opinion from Charles Teo?

I'll write up some stuff about the Bureaucracy in the Commercial/Civil building industry that will raise the odd eyebrow.

 

[Boggo]

Yeh Boggo all to best to your wife.

Have you had an opinion from Charles Teo?

Ta tech/a.

Charles Teo has been discussed by the specialists here in Adelaide and because the remaining bulk of it now exists in a sort of tentacle form it is too risky.

Through chemo an radiation it has been reduced to 40% of its original size.
Originally she was given 3 to 5 years, that will be 6 years ago in July.

There are some absolutely amazing specialists (radiation etc) here in Adelaide who quietly perform miracles on a daily basis without any fanfare.
Their demeanor, professionalism and dedication to what they do is amazing.

As a heads up folks, the spot where it started was precisely where her mobile phone spent one to two hours a day, coincidence, I think not.

Boggo

 

[Trevor_S]

As a heads up folks, the spot where it started was precisely where her mobile phone spent one to two hours a day, coincidence, I think not.

I have maintained for years that holding an RF transmitter that close to your brain is a dangerous thing to do. I use mine sparingly and will go days without using it and even then I am wary. I read the literature ... but still...

 

[Boggo]

I have maintained for years that holding an RF transmitter that close to your brain is a dangerous thing to do. I use mine sparingly and will go days without using it and even then I am wary. I read the literature ... but still...

Apparently the biggest mistake people make is that they place their finger on the back of the phone blocking the antennae output which increases the signal strength.

 

[Prospector]

My wife has an inoperable brain tumour (grade 3 anaplastic astrocytoma for those of the medical fraternity) and it costs an arm and a leg weekly for her medication.

To see that we are funding this level of incompetence is very annoying.

Oh Boggo, I am sorry I missed this post, I was still on a National Pharmacy vent. I am so sorry to hear about your wife. I do know about these things because my niece is having wicked health issues at the moment and an astrocytoma was on the list of maybe's. Ruled out now, but they still havent worked out what is her problem.

All the best.

 

[Timmy]

My wife has an inoperable brain tumour ...

Yep, missed it too.

Best of luck to your wife, yourself and family.