Waiting at Chemist for Medications, a Marketing Ploy?

So I needed to get some prescription medication from the chemist and there was no one else except me in the pharmacy yet I still had to wait around 15 mins for the medications whilst the pharmacist got it ready

What occurred to me is, when I was trawling the aisles I wondered if this wait was a ploy to try to get people to buy other stuff? Or does it really take 15 mins to dispense some basic antibiotics. Any pharmacists on here who can weigh in ?

EDIT: for people who will see this in the future and assume automatically i'm some kind of a-hole who isn't patient enough to wait for people to do their jobs.

  1. This occured on a day when i had worked an 8am to 7pm shift, then needed to cover a 8pm to 8am shift since a collegue had called in sick last minute.

  2. The antibiotic (augmentin) was for a chronic sinus infection, for which i have been investigated profusely for over the years, but haven't had enough time off to be able to get the curative (or hopefully curative) septoplasty and polypectomy.

  3. I was at no point discourteous to the pharmacist, and ensured to thank her for dispensing the medication to me.

  4. I have only ever self-prescribed twice for a nasal corticosteroid spray never for antibioitcs or anything more serious (again for my sinusitis).

  5. Yes this was s discount chemsit i went to as it was the only one which was open at the time (~7:30pm) and close by.

  6. When i posted this on ozb, i did so because i was genuinely curious, not as an attack to pharamcists or anyone else in the pharmaceutical industry - i'm not sure how some people managed to get that construed view, but i do apologize if that impression somehow came through.

Comments

      • Benzos, Z's, things like propofol, gabapentin, pregabalin, phentermine and certain opioids are S4 so there is abuse potential.

        Could possibly make exclusions in legislature but ethically it makes sense to get a second opinion.

        Controversial though.

        Just don't make this guys mistake…

        https://www.dailymail.co.uk/news/article-7475099/Medic-forge…

        • Good point, didn't think about that!

          That was a hilarious read haha

  • +4

    When i used to work in retail pharmacy i was probably pretty slow. But 15 minutes for an Augmentin script is excessive if there were no other customers having scripts or OTCs dispensed.

    I do remember how painful it was in various dispensing systems to add new doctors - given you're a hospital RMO it's unlikely you're details would be in their system (there is no national database, each doctor is added to each dispensing system upon presentation of first script from that doctor). If she was relatively new to that dispensing system could easily have wasted 5 minutes just working out how to add you to the system as a doctor.

    • intersting, thanks for your input, i didn't know that.

  • +1

    In Priceline at North Sydney they have a clearance bay so I use the time to check that out and see if any of the staples I buy are on sale. Depending on how many other customers and the pharmacist on duty it can be 5mins or feel like forever. Hopefully the sinusitis has cleared up now :)

  • Absolutely - that's why they only have one seat.
    I feel this way because they took 20mins to tell me it was sold out…

  • interesting never thought about it….any pharamcists here?

    • +3

      I used to be.
      I got sick of it after 90% of my customers were like OP.

      • i didn't say anything discourteous to the pharmacist, i thanked her and went on my way..

    • Husband is a partner in a pharmacy.

      OP - depending on the store, it definitely is a tactic. You are more likely to see/buy something if you browsed/waited compared to if you got it with in few minutes.

      But there are also alot of slow staff in pharmacy. My husband says there are some pharmacists who could do 5 scripts and another could do 2 in the same amount of time.
      No different to any other profession. Some are really quick on the computer and some type with 2 fingers.

      • Did a course in community pharmacy demographics a few years back. Apparently the average time a consumers spends in the pharmacy getting a script filled is 4-5 mins. That's time from walking in the doors to processing the sale.

        But as you said bcraze, the people have varying ability. I know pharmacists that will pump out 30-35 scripts an hour if required and others that struggle to do 1 in 15 minutes.

  • +1

    As a pharmacist, such a script like this Will take about 30sec to complete, but she could had other things before you.

    This including enter dr info brand new.

  • +2

    If it happens again, browse the items on sale by picking them up, and then placing them in different places.

  • Yes, it is a marketing ploy.

    Anyone who says it's important because they "need to check stuff and enter things into the system" are on the verge of loosing their jobs to a computer that can check with more certainty and do it in an instant

  • +2

    There are some pharmacies that do this. I work in the industry.

  • +1

    Man complaining about having to wait for medication to be dispensed after writing own prescription.

    • not complaining, just wondering whether it was a marketting thing or not.

      • +1

        For the record, with 10 years of experience in the industry, no it's not.

        I would imagine there is probably an unscrupulous owner that might do the insane thing to tell the staff that, but in the most part, when I ran the team, it was to get everyone out as fast a possible as no one wants people standing there and glaring.

        But for the record, the calibre of staff has significantly decreased over the past 5 years to the point where I actually refuse to work in that setting anymore. Many causes, but lack of a career path, commercialisation and poor wages have significantly contributed to it. So yes, there are chemist working out there that are significantly below the bar that IMHO I would expect - but just where is that bar in reality?

  • +2

    Not sure which state the OP is in but it is illegal to self prescribe in Victoria.

    If the prescription is written on blank paper, then the pharmacist also needs to confirm the prescriber details on AHPRA site which can take time especially when the prescriber name on the prescription does not quite match AHPRA registered name.

    • in QLD, was written on a hospital pad

      wow didn't know you could right it on a blank piece of paper, is that a legit thing?

      • +1

        Yes you can, my sister did it for me once when I needed an asthma preventer urgently. Took ages to verify though, and fair enough as we both have the same initials which is pretty suss haha

      • +2

        So long as it has all the legally required details it's a legal script.

        • Can stop grabbing hospital pad from now then haha!

          • @paraneoplastic: You just won't get PBS rates. Probably isn't relevant to you, but keep it in mind if you ever have concession card holding patients

            • +3

              @tensionday: Even if written on a blank piece of paper, it's a valid PBS prescription provided you write PBS on it.

              A PBS prescription doesn't need to be written in PBS stationary to be valid!

              • @Tharin: If you've got something to back that up please share.

                The hospital I work at is quite strict on making sure that all scripts are on PBS stationary in order to make sure that community pharmacists are able to dispense at concessional rates for patients.

                If you've got evidence that this isn't the case that would be awesome.

                • @tensionday: There's two separate issues there. The law/PBS rules, and then hospital policy.

                  Legally, see the link below in the section about writing a script. Random interesting trivia, you also don't need to put your prescriber number on a script (only doctors don't have to), although good luck getting a pharmacist to accept the script without it.

                  Even though your script may be legal and meet all the rules, your hospital will probably have a policy that all scripts have to done on their stationary/EMR printed, if only so that they have a copy for their records.

                  https://m.pbs.gov.au/healthpro/explanatory-notes/section1/Se…

          • @paraneoplastic: Some hospitals rather frown upon borrowing the hospital script pads. They have a street value as it makes forging scripts easier, so they're monitored by pharmacy how much departments are using them.

      • Oh and this. Manual hospital scripts are a f*king pain in the arse.

        Nothing can be scanned through (there's an electronic scanning system now that enters in all the details) so everything is literally done manually for your prescription.

        • Hmm didn't know that, maybe that's why then. But in saying that, i've gone to that chemist before (the other time i'd prescribed to myself)

          • +1

            @paraneoplastic: Yeah probably double why.

            So it comes up in the system twice on your file, that you are self-prescribing.

            if something was to happen, on the second instance, like you had an anaphylactic reaction to your aug dforte and died, the pharmacist would get pulled up at the inquest as to why they chose to dispense even though there is a history of self prescribing.

            pretty damn rarity for that to happen - but she was probably contemplating the risk of that vs is this guy chill enough not to do something as dumb as that and be aware of his allergies.

            Like pretty annoying decisions to make TBH when the chemist is making $23-$32 an hour and the security guard is making the same amount….

          • +2

            @paraneoplastic: She may have added you to the dispense program file again and then realised halfway through there were duplicate entries, then took time to merge the files - maybe she didn't know how and had to figure it out.
            Other reason include:
            - She was in the middle of an order when you walked in, and the cut-off time was looming and thought she could get it done in time before dispensing your script, but didn't want to miss the cut-off as that would mean other patients tomorrow could be disadvantaged if there were special orders or currently no stock on the shelf.
            - She was checking you up on Ahpra to make sure you actually were a Dr and could prescribe
            - Unfamiliar with the system
            - Realised you were the Dr, was instantly jealous of your perceived entitled lifestyle, made you wait on purpose.
            - Combination of some or all of above?
            - Many other reasons…

    • False regarding self prescribing (only applies to S4/S8s right?). Antibiotics are not an S4 or S8 drug. Self prescribing drugs of dependence might be illegal, but not antibiotics. Similar in all states to a degree. It is unreasonable, given our rural doctors are often the ONLY one in the area who are doctors, expecting them to drive / commute hundred(s) of KMs to get antibiotics is unreasonable.

      • +1

        Antibiotics are S4 drugs

  • +2

    When I’m organised, for recurring medications I drop my scripts and simply say, I’ll pick them up tomorrow (or x day). Avoids any waiting. Obviously can’t be done for new prescriptions you need now. I feel CW is slowest - but cheapest for my meds, so I suck it up.

  • +1

    It wouldn't surprise me if chemist warehouse had a policy to make you wait a moment. They aren't making any money on the prescriptions, so it makes sense to give you a moment to buy some other stuff.

    That said, I doubt that's actually occurring. There are just certain processes a script needs to go through before dispensing and you stated they were on the phone, so likely had other jobs to complete before getting to yours. Also if I were the pharmacist I'd go an extra step to check your registration, considering how easy it is to forge scripts and you've self prescribed it.

    • "Aren't making money on the prescriptions" they make a plenty.

      • +1

        Since the advent of chemist warehouse and their kind, these large stores charge little to no mark up on prescriptions. They make their money on the other products on the store and operate on high volume of sales with low margins per sale. It's very hard for small independent pharmacies to compete with this. Walk into chemist warehouse and look at the % of the store dedicated to scripts versus the floor space for things like cosmetics and perfumes or supplements.

        The pharmaceutical company makes a lot off your scripts. Not so much the individual chemist except over a very large scale.

  • +3

    It takes about 1 minute to do a script quickly if the patient is in the file. 2 mins on average per script is easy.

    I find it funny that people think that 15 minutes for a single script is reasonable when that is the time for a gp to take a history, perform an examination and prescribe the item ( which nowadays is electronically transmitted to the pharmacy!)

    Oh, I have been a pharmacist for decades.

    • And if it is a repeat? 30 seconds ?

      This is my problem, repeats taking so long to process. None of that other rubbish matters if they have previously dispensed the same script already..

      Everybody knows there isn't much money to be made by pharmacies on dispensing medicine. Fragrances is where the cash is at!

  • +4

    To start, it's often best not to complain about other health care workers as to why they are so slow without seeing the whole perspective. As a higher educated individual, I would hope you would have the hindsight to know this.
    I find that health professionals are often the worst at being self-aware - from experience.
    Also, it would be nice if health professionals would back each other up. You don't go 'dog' the other health professional because of a minor error. I've seen many colleagues make minor mistakes but you don't go full blown rat them out to the patient, the GP, the carer, the medical board and blow it out of proportion - which, I highlight, you have not done in this case, but I would just like to mention it so that other health professionals reading this can be a bit more of a human being.

    CWH is slowest as they are the busiest and the most understaffed. The chemist most of the time are not only doing prescriptions but also websters, retail duties, dealing with customer complaints etc.

    No one really complains to doctors, but you will find people feel the willy nilly to go up to the chemist to complain about why they cannot return an item.

    Yes, some pharmacists are slow. So are doctors. The number of times I've seen doctors in ER who don't know how to time manage, forget to tell another colleague something. In fact, just yesterday, I saw a reg: Waste 45 mins of a patients time as they forgot to tell the nurse to move them to xray whilst the patient waiting at xray was never bought back to procedure room. But, it was the end of an 8 hour shift, only reg on and it was a full moon out.

    Everything is really a perspective.

    For those that say it's a strategy to make people wait, even at CWH I have never seen that been a verbal order. The whole idea was to get the annoying customers out the door faster.

    TBH - your script probably took a long time as the pharmacist was contemplating whether or not to dispense your script as you were self-prescribing - but in this case it seems she didn't want to make a big deal about it. I'm not sure about the laws in each state, but would imagine legally ok, but ethically no.

    • -3

      I completely get what you are saying, but again i wasn't trying to complain, just genuinely curious.

      Thought it might be like how there are some GPs who will call you back for an appintment after getting bloods done, when the results wher compeltely normal to get the second session billed. Instead of just telling you that you have normal results on the same phone call (i know a lot of places that do this, and wittnesed it myself multiple times as a med student - not saying it's a norm though, or trying to attack GPs or any healthcare worke, or anyone else who may take offense to my statement).

  • Just don't go back, there are pharmacies everywhere.

    It's not normal to have to wait at all unless they are busy.

  • thats why I always wear my tin foil hat when I go to the Chemist

  • +4

    It really depends on the pharmacy. Dispensing Augmentin, even if it was self-prescribed would take 1 minute.

    Sometimes there are genuine reasons for a 15 minute wait. Most likely the pharmacist was preparing someone elses scripts before yours that had 5+ scripts and have stepped out of the Pharmacy. Or they could be checking websters, compounding a cream, on a work related phone call. However being 8pm and no one else in the store, chances are it was a shitty pharmacist with poor time management and unable to prioritise tasks. We see this all the time. In your case, making someone wait 15 minutes for a simple script like that is poor form. Find another Pharmacy and Pharmacist more aware of their customers needs eg it was obvious you were a Dr, no counselling needed on Augmentin, the script should be given out in under 5 minutes. Try a small independent Pharmacy more focused on professional service than retail. You pay a bit more of course, but at least they respect your time.

    Discounters especially Chemist Warehouse are set up to increase your basket size and their profits. They have long isles to walk through before you hit the dispensary, then the long walk to the tills gives them a second opportunity to entice you again. Script waiting time is unlikely a priority.

  • +4

    You sound like one of those people who go to a restaurant and want a well done steak in 5 mins because you’re the only diner at the time.

    • I urge you to re-read my original post. At no point was i complaining, i was just genuinely curious if it was a marketing thing or not… Because it makes buisness sense to make people wait.

  • +1

    Most chemists ask if you'd like to wait there or come back in 10-15 mins. Doubt pharmacists would be forcing people to wait just to boost business. The more likely scenario is your unorthodox method of obtaining the prescription attracted interest and they probably wanted to verify it.

  • +1

    did they at least try to up sell you anything?

    would you like some hemorrhoid cream to go with your antibiotics?

  • I just call my pharmacy and say I need these three scripts then pick them up when I arrive, most small pharmacies are happy to have the business. If they don't already have the script you can send a fax or email copy and supply the original on arrival with the prescription ready to go.

  • -2

    a GP who doesnt understand why a chemist takes the amount of time they do. Of all people who should know…

    • +1

      OP has stated he's not a gp multiple times in this thread…

  • I think people assume a lot of things are "marketing ploys" that really are just the outcome of coincidence.

    And probably if you're writing your own scripts, they're spending that 15 minutes trying to remember their password to look you up on some database to make sure you're not an addict.

  • My local pharmacy (country SA) dispenses within 5 mins when busy, and as little as a minute if they're not. They're not one of the big players, just an independent small business pharmacy.

    I do know the owner/head pharmacist relatively well but that doesn't put me in priority or anything; all customers have the same lead times. They're the most popular pharmacist in town because of it, despite being the smallest.

  • If you are an RMO do not prescribe yourself anything as what the law states and what AHPRA decides are 2 very different things. People have been given misconduct/reprimands/limitations on their registration for self prescribing. All it takes is one person to send a complaint.

  • I use the med advisor app and order online and collect at my leisure, no waiting

  • -1

    I too and wondering why it is taking 8 months just to register a trademark. Just look at the name, look at the logo.. and BOOM VOILA.. I'm done.. RIGHT? RIIIGHHTT?

  • I drive thru Footscray to get my medication from Jose. No waiting

    • for the best merchandise in town ?

  • I find the best time to get scripts in a hurry is ten minutes before closing time. They literally almost fall over themselves to get you in and out quickly, especially at a discount chemist (chemist warehouse etc).

  • I can say going to my smaller local pharmacy asking for an asthma puffer is as simple as them turning around and getting it off the shelf. But some of the bigger chain pharmacies make you wait ages.

    • This is so true!

  • Surprised no one's mentioned it: It's obviously revenge.

    You made them wait an hour for their procedure so they made you wait the maximum ;)

    It could be slow working, it could be double checking, it could be marketing.. it could be, you looked like their ex and spent the time casting some voodoo on you. There's not enough to make any more than an uninformed, potentially amusing (hope this made you smile at least a little), opinion.

  • Sometimes I get my stuff in less than 1 minute.

    A few times I have had to wait up to 15mins ( even when there was only me and one other customer in the store ).

    Makes no sense.

    It should be < 1min every time. The stuff that I get are very common. I buy it every month. I know if there are any mistakes, and even if they made a mistake, I don't think it would be life threatening.

    Seriously pharmists. There are only a few medications that are truly dangerous if used incorrectly. Most are just mundane and BAU. So stop with the 'we need to make sure you don't die' etc nonsense.

    Its called 'risk based approach'. The amount of time you spend reviewing should be proportional to the risk of error. If something is mundane, and they have been on it for years, you don't need to check for 15min.

    • Perhaps you should do a little research random12 about those few medications. Let's take paracetamol for example - the most widely used OTC analgesic. More than 4g in 24 hours is enough to start causing hepatic failure, and doses above that require immediate hospitalisation.

      Literally all of the medicines that a pharmacist can supply either on script or over the counter have toxic or adverse affects when used above the recommended therapeutic dose. Even water will kill you with enough consumption of it.

      Even when patients have been on a medicine for years, it is still worth a check. Consider a patient who has been taking lithium for 20 years. Fills a script every month. Gets a gastro bug and starts drinking large amounts of Hydralyte to compensate his/her dehydration. Turns out Hydralyte results in a reduction of lithium levels and causes the patient to have a seizure. Prime example of a few simple questions changing a persons everyday life.

  • The Pharmacy market in Australia is one of the most sheltered / protected in the country. Up there with Doctors - specifically surgeons for protectionism.

    1. Ever increasing number of drugs subsidised by the PBS.
    2. Protected areas and zoning.
    3. Set margins and pricing.
    4. Huge oversupply of pharmacists keeping wages low.

    They're literally Government mandated drug dealers.

    Many pharmacies are now branching into pseudo-science with their vitamins, herbal supplements and even Homeopathy!

  • Give people time to do their work thoroughly, geezus.

    • 1+1=2.

      You don't need 15minutes to 'do it thoughly'.

      Also, let's assume you make a mistake and say its 3.

      99% of cases, it will not really make a difference ( in that, its not going to be dangerous ). The other 1℅, people can read the box and use common sense.

      I am on a few scripts now. I know what they look like and how much to take. I will know if I am given something that's not correct.

      • Have you considered that they may also be processing other people's prescriptions in that 15 minutes and that your script has been put in the queue? Maybe they're compounding some drugs for another customer?

        My wait at the chemist has always been dependent on how busy they were and 15 minutes is on the longer end of the wait times.

        On the other hand, OP seemingly being a doctor themselves, should know everything about patient wait times. Patients are patient while you treat others, you should lend the same courtesy to those in other fields of work.

        • They are not processing anything. They are doing what the OP suggested and that is to make you look around the store and spend more money. Have you not seen the amount of advertising and product placed specifically next to the script pick up counter ?

          • @gviddy: Nope. Maybe you should change chemists if you’re not happy with your current one.

  • never seen a pharmacist sitting on their butt while customers are waiting, but I have seen them check stuff, enter details in computer, check labels, check stuff again, answer questions from other staff etc, all while I wait for a script.

    No one is forcing you to wait or to shop, you could drop your script in and come back later.

  • OP is impatient and showing signs of acute over-thinking.

    OP will definitely end up in a mental health clinic..
    ..only OP has the key to their own destiny.

    So please use it to open the right door.

  • Yeah it is BS isn't it. My pet hate which happens often is you put your script in, and then the only actual pharmacist is then wasting 5 minutes telling the person in line after you what cold tablets they should take. Oh Ease a Cold, or whichever other one that doesn't work. Then finally they go and start processing the script!

  • +4

    Here we go again…this question has been asked before and even done by a certain radio host who shot a shit-stirring selfie video of it at a Chemist Warehouse - only to received a huge backlash from everyone (as she should) and had to apologise for her stupidity. OP must not be very active in the medical community because this was big news a few years back.

    Btw I am GP who's a former pharmacist so for the OP (who says he/she is a 'doctor') to be questioning this it is extremely unprofessional and to be frank, if you're a doctor, you would have some sort of idea how the whole process works.

    • this question has been asked before and even done by a certain radio host who shot a shit-stirring selfie video of it at a Chemist Warehouse - only to received a huge backlash from everyone (as she should) and had to apologise for her stupidity

      The first comment in this post has a link to the story.

    • the hell :O , literally fully antagonized me without stating half the facts

      • +1

        .. and we are still none the wiser as to whether it is a marketing play or not.

    • -1

      LMFAO

  • Yes this was s discount chemsit

    Chemist Warehouse?
    By any chance did you have to walk through long aisles of body-building supplements and hair-colour to reach the pharmacy counter?

    It is quite obvious that my $5 for a packet of generic antibiotics is not what made Jack Gance and Mario Verrocchi into billionaires.

    • +1

      Not so much the private prescriptions , but the PBS prescriptions make a motsa.

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