This is a story I heard from a good friend of mine who works for a Goofmart Pharmacy in another state.
So the story goes that a lady wanted an early refill on her narcotics... to the tune of two weeks early. Neither the pharmacy manager or the staff pharmacist at the Goofmart Pharmacy in question would fill the medication.
The lady complained to the corporate office. Phone calls made their way to the Pharmacy Director. He immediately called the store and told the pharmacists that they needed to fill the medication for the lady. After all, laws be damned, patient safety be damned, we're NOT going to entertain a customer complaint. No way, no how.
The pharmacists told the director they would not fill the medication. It was too early. And by the state law, they are not required to fill a medication they do not feel comfortable filling. There's probably much more to the story about why they wouldn't fill the medication. Most pharmacists, if not all pharmacists, want to help and please their patients. We don't refuse unless there's a good reason.
The Pharmacy Director, in charge of dozens of pharmacies in the state, drove to the pharmacy in question (a good 50 miles) and filled the prescription himself. Tons of work to do, people to manage, pharmacies with serious tech needs to ignore, Excel spreadsheets to comb over and find fault with, but nooooo, this Director was going to make sure ONE disgruntled customer obtained her early narcotic refill.
For those few readers that just don't get what the problem is here, let me explain it to you:
1. The director should have stood behind these pharmacists. I don't know the reason why they refused to fill the medication, but I have no doubt it was a dandy reason. We don't refuse service to patients without good reason.
2. The director should not have taken the time to take care of this personally. The director has a job, and that's directing. It's not filling. If he felt like it really had to be done, he should have sent a regional manager or one of his brown-nosers to do it.
3. This sends an entirely wrong message to the public. If you complain enough, you get your way with Goofmart Pharmacy whether your're right or wrong. This is yet another example of that "the customer is always right" drivel from the 1950s.