Suitland Community Pharmacy

November 14, 2014Dear *** ***,In reference to your letter dated November 12, Suitland Pharmacy reviewed the complaint about an associate, *** ***, encounter with a customer that reported refusal of a prescription for a rollatorBelow is the statement from our
associate regarding the incident:"On 10/27/the customer called Suitland Pharmacy and asked information about a service that we give and I explained that we are a pharmacy that we do prescriptions as well as Durable medical equipment (DME)The customer said I don't understand, I will come there and need an explanationShe came into the pharmacy and asked for further explanationI politely explained to her that this is a pharmacy doing both prescriptions and Durable Medical Equipment according to the pharmacy policyWe do not do only MEI referred her to another store that does only DMEThe costumer said for now I only have this prescription for rollator and asked to talk to the managerI said manager is not here now but you can wait to talk to the managerAnd she yelled “are you going to fill this prescription or not?” I politely said “can you please wait and talk to the manager”Another associate asked her to wait and talk to the manager too but she efused to wait and said I know what to do I am going to report youShe asked for my name and I gave her my name, She then left”Suitland Pharmacy strive to keep customers happy, it is our responsibility to serve every customer that comes through our doorWhen we are approached regarding a product, we make every effort to provide it to the customersIn the event we are out of a product, we try to refer customers to another source if he or she has immediate needIf the customer has time, we attempt to order for the next day if we have access to obtain such product we always work closely with the pharmacy policy in serving our customer's needs.How ever the customer did not complain to the pharmacy management or according to the associate she did not wait for the manager,Therefore, if the customer has any concern she can come and discuss it with the pharmacy Manager at any time