March 2024 by Zuke531
In summary - An extremely rude and unprofessional pharmacist who made several incorrect assumptions about our requirement, and who constantly interrupted and overspoke me when I tried to explain to him our reason for contacting the pharmacy.Our daughter has had an elevated temperature for over a week, with additional symptoms of a persistent cough and bouts of lethargy that are out of character. Despite being only 7 years old, she is good articulating when she doesn't feel well, and we had no reasons to doubt this. Last week, my partner took her to our GP, where we were advised that if symptoms persist after 5 days, to either get back in contact or call 111 to consider a course of antibiotics.On day 6, symptoms were still present, despite treating with a recommended course of paracetamol and nurofen, and keeping her cool. Due to it being the wkend, we contacted 111 and they signposted us to Mudeford Pharmacy, to speak with the pharmacist about a course of antibiotics, based on the GPs advice and because all other avenues had been exhausted.I then contacted Mudeford Pharmacy and was put through to the duty pharmacist (Saturday 9th March) who, from the first moment, overspoke and interrupted me when I was attempting to explain the circumstances, what courses of action we'd already taken and of course, the advice from the GP and 111 health advisor.Throughout the conversation, he repeatedly told me to treat via the steps that we'd already taken above. He then told me to see our GP. I again tried to explain that I'd already done this, and it was the wkend, hence why we were signposted to them.He continued to be obstructive by not listening to me, so I asked him just to clarify either way, based by his comments and stance so far, that he wasn't prepared to offer a course of antibiotics (if he'd given me a clear answer of no, I would just simply ask for his rationale on his decision and take this back to 111), to which he wouldn't give me a clear answer. At this stage I had no intention of prioritising an argument with him over the welfare of my daughter.Several times he put the phone down to speak to someone (without advising meof this) which didn't help the situation.When I finally decided that, despite my best efforts, the conversation wasn't progressing due to his unprofessionalism, I asked him several times for his name for which he refused to provide me. I then clearly told him that I would be escalating this matter due to his conduct and would be making a complaint. He then had the audacity to accuse me of being the one guilty of being rude and interrupting him. At no point did I raise my voice, use any offensive language, or personalise the words I used.This individual has no polite manner, was rude by constantly interrupting and overspeaking me, made false assumptions about our circumstances, and made no attempt to help resolve this issue.As a result, I can only provide the above review score based on this experience, and definitely recommend that this individual is in clear need of further training in manners and customer care, as his actions could have a profound effect on those he comes into contact with, especially given that this is a very small community with limited access to pharmaceutical requirements.I will be referring this experience to the Patient Advice and Liaison Service, where I will be reporting his conduct.
