Woman on the Sainsbury's pharmacy counter

[SoggyBottomBoys]

Shopping in big Sainsbury's this morning with baby. Tried to buy some Solpadeine at the counter. Have been suffering from various post-birth complications and SPD that's flared up pretty badly (I was basically hobbling). Conversation (in full earshot of 3 people queuing behind) goes like this:
Pharmacy assistant: Have you taken this before?
Me: yes
PA: Are you on any other medications?
Me: No.
PA what are you taking it for?
Me: I'd rather not discuss that.
PA: Then I can't sell this to you.

And she refused to sell it to me! Unless I told her what was wrong with me. Which (because I was really annoyed/emotional by this point) I refused to do. So I walked off almost in tears and now have to lug myself to a chemist to buy some when I can frankly barely walk.

Am I right in thinking she crossed a line here? The first two questions are completely fine. I have no problem with being warned of side effects, don't take for more than 3 days, etc. But the third one just seemed so intrusive, especially in public when it's a woman who clearly has a small baby they have recently given birth to. They can't demand you tell them what's wrong with you...can they?!

Tell me if IABU... as I am so cross I'm considering complaining.

PS - I totally agree that drug laws in the UK are ridiculous and not at all based on degree of harm, but still, codeine can be a nasty one.

I use cocodamol for pain
The pharmacy only ever ask if it's for me, not what it's for.
If they need to ask that they should offer a private consultation room.

The PA could do with going on a course on how to treat customers.

If it's obvious that a customer is embarrassed to say what their ailment is out loud (fear of other customers listening in) then a PA with any common sense could surely extract the information in another way.
Possibly keep a notepad and pen close by on the counter, so that the customer could write the word down and slide it back across the counter for the PA to read.
Everything would be kept confidential.

Confidentiality should be respected.

Chocolate123 do you mind telling us if you have a qualification?

Just out interest why do they ask what it for when you can say anything?

We ask because most people are honest. Because some people ask for inappropriate things - I was asked for "that Immodium stuff" once to treat chronic constipation. Also get asked for the wrong type of eye drops when people wear contact lenses or have heart conditions.

We have to ask about other meds/conditions because some people ask for things like decongestants when they are on blood pressure medication, or a sugary cough syrup or verruca treatment when they are diabetic.

Others are chronic misusers - come in 2 min before closing when you are dealing with another customer asking where you keep the "what is it called? oh that co-codamol stuff". Or for 3 boxes of decongestant (we can only sell one) since an ingredient in illegal highs can be extracted.

The reason any of the questions are asked is purely and simply for the safety of the customer (or if breastfeeding , that of their baby)

It is good practise to make a note of a conversation you've had with a patient about an over the counter medicine or chat about a minor ailment on the electronic pharmacy record keeping database if it's significant.
I would record things like a discussion about potential drug interactions, side effects experienced by a patient, if I make a referral to another health care provider. I've tended to work in small communities where I've had regular customers and know people by name so can keep good records as a result.

Wow Newman thats very intrusive. Id complain about that, i cant imagine the storage of data complies with the DPA

'But then so is alcohol and cigarettes and you don't get drilled when buying them or have to provide your drivers licence, or be made to feel like a naughty school child when you buy them -(not that I smoke or buy cigarettes). '

Yeah, you do! I've been asked for ID and I'm 46 and man, do I look it! I was in ASDA last month with a mate who's 60 and we both got asked for ID to buy wine and lager.

In the US, you have to show your driving license or other ID and they take record of it if you buy certain medications at the counter because fucking drug makers use them to manufacture meth and the like.

I don't understand why you didn't just say you had a toothache. Just lie!

Same principle applies when you go to GP and speak to some receptionists and they start asking about your symptoms... Again not medically qualified! And sometimes in earshot of other people

I've also been asked for ID in the US multiple times to buy spray paint, which is locked up in some DIY shops. It's due to people huffing it.

Yes I suppose you could mix it up like that guess I'm thinking most people would know was a painkiller.

Are there any schemes to buy codeine safely? My Dr said to take for pain I was nervous as it clearly says only for 3 days. I get the 20 questions as it is and tend only use for period pain 3/4 days a month. She wasn't bothered about giving me a prescription for it, Though is a long term condition so guess all local pharmacy will just see me as "addict" so she have to give me them eventual On prescription?

I would record things like a discussion about potential drug interactions, side effects experienced by a patient, if I make a referral to another health care provider. I've tended to work in small communities where I've had regular customers and know people by name so can keep good records as a result

Do you follow proper rules on keeping information on people? Do they know and consent to these notes being taken? Do you have data protection training and give privacy information to all customers?

Are there any schemes to buy codeine safely? My Dr said to take for pain I was nervous as it clearly says only for 3 days. I get the 20 questions as it is and tend only use for period pain 3/4 days a month. She wasn't bothered about giving me a prescription for it, Though is a long term condition so guess all local pharmacy will just see me as "addict" so she have to give me them eventual On prescription

Akire - if you find it a hassle for your doc to prescribe it, then I would ask to speak to your pharmacist of choice in the consultation area and explain the situation, that way they will quite happily let you have the medication repeatedly - they know your reason, you have spoken to your doc. The pharmacist will just say "yes" as soon as you walk in the door, or if not the usual pharmacist give your name and they will look on the system for any notes made and agree it that way. Pharmacies are there to help and will help in this sort of situation.

Thanks beyond the page that's really helpful. I thought she was being unrealistic to say just buy it when they have ask questions but yes my pharmist has a room
I could go in explain to avoid future grillings.

Yes to all of your questions winter. I'm a pharmacist so it's part of my job to keep up to date and accurate records. That includes conversations about minor ailments and OTC medicine purchases.

Akire I used to have the same problem and bought cocodamol every month for period pain. I did exactly as was suggested by beyond and spoke to the pharmacist who made a note on the electronic record and I never had a problem. She also advised trying naproxen based meds alternately with the cocodamol to reduce the amount of codeine I was taking. Worked a treat. Pharmacists really are underutilized when it comes to health advice.

OK, cards on the table.It annoys me that assistants are asking questions that they are not qualified to ask. I know a shedload more than the average chemist shop assistant. I know that is not true of most people. I tell them what they need to hear to get what I need (and know that I can take). I am not above lying either : 'No, I don't take any other medication'.
If they carry on asking questions I just say 'My GP says its fine.' (Which is true). That ends the discussion.

Winter That's all fairly normal in community based pharmacies. And they all have the correct training too! It isn't a conspiracy, it's Best Practice, shared data between GPs and dispensing chemists.

I work with the NHS smoking cessation team and I too add notes, make referrals to other agencies based on conversations with clients - as I have been trained to do for the last 20 years.

Thanks for answer. I ask because I've never noticed a notice in a pharmacy about that kind of records being kept about me, or been told verbally that anyone is taking notes on my medical history or purchases.
I'm wondering though if everyone is taking these kinds of notes (not just pharmacists but the assistants, trained or not) and whether they are all complying properly?

Taking notes about purchases and medical history is a confidentiality/freedom of information nightmare!!!

I'm wondering though if everyone is taking these kinds of notes (not just pharmacists but the assistants, trained or not) and whether they are all complying properly

The first 2 training sessions as a counter assistant were on data protection, discretion, customer confidentiality and compliance with several laws, where to find the policies, and how to comply with them as well as the (severe) penalties for not doing so. Customer confidentiality is key - the number one responsibility of ALL staff in a pharmacy.

That's probably because you don't have a complex health/social care profile, Winter

I have worked in areas of high aging populations, low literacy, high dependency etc. All agencies work very closely together. The local staff working in local chemists are usually fonts of knowledge and still very discreet. They are all trained. I have known a couple who lacked common sense and they were let go very quickly.

Beyond I don't have time to read all the posts but assume you are a pharmacist by your post?

Re. treatments for thrush. I think the kind of discussion you are advocating is far too intimate for an OTC consultation with an unqualified asst and assume you mean this would be in private with the pharmacist? eg how often does this occur, what treatment are you using, diet, lifestyle and even sex. This is more a dr/ patient discussion and not one for across the counter in a busy Boots!

I've been semi-grilled in the past by a young male asst when I bought a thrush treatment and found it quite embarrassing as it was in public. I would have preferred to have been asked if I was happy to be asked these questions, and if I'd prefer to answer in private.

winter in all professions some people will do things properly and some people won't. If you have concerns about a pharmacist/pharmacy contact the GPhC.

I'm just idly wondering, not complaining, don't worry!