Formal Complaint Regarding Non-Delivery of Prescribed Flu Medication

Dear Klinicare Team

I am writing to formally raise a complaint regarding the handling and non-delivery of my prescribed flu medication by your pharmacy.

I visited the pharmacy on Thursday last week to collect my flu medication. I was assisted by Jaco, the pharmacist, who informed me that the medication was not in stock but would be made available and delivered on Friday. I specifically requested that delivery be made any time in the morning up until 15:00, which he acknowledged.

I waited on Friday for the delivery, but no medication arrived and no communication was made to inform me of any delay. Instead, on Monday, I received a call stating that the driver was outside for delivery. No prior call or arrangement had been made with me, and unfortunately, I was out of town at the time, which resulted in me having to turn the driver away.

On Tuesday afternoon, Jaco contacted me to inform me that the medication was ready. There was no apology provided for the delay, nor any explanation, despite the fact that I had been clearly informed that delivery would take place on Friday. I then advised him that I was still out of town and that delivery could be made any time from Wednesday.

It is now Thursday, and once again, there has been no delivery and no communication from the pharmacy.

As a result of this repeated lack of follow-through, communication, and accountability, I was forced to recover from my flu without the medication prescribed to me, which is unacceptable. I find the entire experience highly *********** and unprofessional, particularly given the nature of healthcare services and the importance of timely medication.

Due to this experience, I will also be lodging a formal complaint with Klinicare Head Office.

I expect this matter to be taken seriously and addressed accordingly.

Kind regards

Noxolo Mali