OPERATIONS AT THE PHARMACY NEED A RELOOK. IT IS STATIC. EMPLOY DYNAMISM
We are senior
citizens. We are pensioners.
When
we become unwell, like everyone else we are forced to proceed to a Hospital,
consult a doctor and subject ourselves to the treatment the good doctor
suggests. The treatment cures us and we go on with our life.
On
Saturday, 10th Jan 26 I was suffering from fever, severe head ache,
and a running nose that gave me no let up. I just couldn’t put up with it
anymore. My mind told me I must consult a doctor at once. Finding me unwell,
Lila said she’d accompany me. I was in no position to drive our vehicle. She
had stopped driving after she had retired from her job.
We
took the Uber autoriksha route. It took some time. At the Hospital, the
receptionist provided us with token no.32. It was 12 noon. The Doctor had a
number of patients waiting for consultation. We could meet the doctor at 1.15
pm. She was very considerate. Examination over, she prescribed the medicines
and told me to consult her again if I had any further discomfort.
Medicines
are supplied at the Pharmacy. Prescriptions from all the consultants end up at
the pharmacy. The Jubilee Memorial Hospital, thronging with patients was having
a very busy day. At the Pharmacy you have to have another token. There will be
a heavy backlog. You wait there patiently for another 30 to 45 minutes for your
number to be called. At the counter you are asked to pay up through cash, g pay
or card. Then you have to wait for another 5 to 10 minutes for collecting your
medicine.
We
went through that process and reached home at round 3 pm. The medicine did act.
The incessant flow from the nose had stopped. But by Monday violent bouts of
cough started and I had no respite. I went on till Tuesday, the 13th
hoping the cough would go away. No way. It was worsening. We knew another visit
to the hospital was essential.
We
reached the hospital at 12 noon. This time we were lucky. We could meet the
doctor fast. She wrote the prescription after careful evaluation. But we were
unlucky at the Pharmacy. We were behind 40 patients. It took almost 40 minutes
for our turn. Lila went to the counter at the Pharmacy. No invoice was handed
over. The young girl took her card and swiped it. Money was transferred. No
counterfoil was given either.
Another
10 minutes, the medicines were delivered. Instead of placing the medicines in
the cover, the young lady had delivered the medicines and the cover separately.
Lila had a difficult time to put them all into the cover as she was holding her
shoulder bag with one hand. Fortunately a young man, who observed her
predicament, did the good Samaritan act. He took the cover from Lila and placed
all the medicines and the prescription in the cover.
We
didn’t bother to verify anything at all. We somehow had wanted to reach home
fast and take some rest.
At
6.30 pm a young lady from the hospital called me on my phone. She said against
an invoice of Rs.609.10 I had paid Rs.6.09 only. She wanted me to G Pay the unpaid balance. I
asked how it could be, for the amount was keyed in by the staff at the Pharmacy
and we had no bill with us at that point. When I asked for it she forwarded the
copy of the payment voucher. I said by the time the medicine was delivered at
the Pharmacy the patient and the bystander would never be in their normal frame
of mind after such a long wait. They would be thinking only of reaching
their home somehow without any further delay. I added they had to streamline
the operations at the Pharmacy. I told her no one wants to visit a hospital as
a patient. They do that out of sheer necessity. And they should not expect that
the patients or the people with them would be coherent.
I
told her I would send the amount that was short and did as I had agreed to.
I
have no complaints about anyone at the hospital over our discomfiture
But
as I said the operations at the Pharmacy of the Hospital need a critical review
or audit by the people who are managing it.