DISCUSSION QUESTIONS: Will customer faith in Walgreens be compromised in light of this reporting? What is the appropriate course of action that should have been taken when Walgreens received proof that their pharmacists were being overworked?
Interactive Edge’s CEO, Zel Bianco comments, featured on RetailWire’s Braintrust :
We all have had bad experiences at a pharmacy at one time or another. I recently had a horrible experience at my neighborhood CVS, but I attributed it to the fact that the pharmacist was not one of the usual pharmacists at that location and it became very obvious. There is usually only one pharmacist and one or two assistants, and when they are not in sync, as they may have never worked together, things can get rather chaotic. When the regular pharmacist came back in the next day, all was resolved. If the medication I was waiting for was of a more critical nature, it could have been a problem, so you would think that standards and procedures should be put in place so that no matter the staff at the time, the expectation is that prescriptions should always be processed quickly but accurately and safely.
As to the Walgreens situation, my experience has been that this is an issue that needs to be corrected at all retail pharmacies, including CVS and all others, even the mom and pop ones across the country.
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