Dischem staff lack empathy for mental health

I am writing concerning an interaction between my wife and a Dischem staff member at Steps to Health in Diep River Cape Town on Monday 22 July.

My wife has chronic illness and mental health issues. She spends a lot at the pharmacy monthly due to her chronic meds. We have been customers of Steps to Health for many years and the staff are all fami**** with us.

Recently my wife has been feeling ill for several days and came in on that day to get medication and a COVID test, she has tested positive.

While at the till she asked a Black Female staff member to help read some ingredients on a product and then was struggling to find her Dischem card. The staff member became agitated and complained that another till had to be opened, she made faces and was aggressive to the point where my wife burst into tears. She then refused to help my wife and insisted that another staff member help. My wife in extreme distress then left the pharmacy with the help of security and the same staff member came out and tried to hug my wife, without asking, possibly realizing she had tormented my wife. I find this unacceptable behaviour. I followed up with Gadija Mohamed the Front shop leader who initially apologised and stated that the store was “taking immediate steps to make things right”.

Six days later I followed up and got this reply: “Thank you for reaching out , but we still busy investigating the matter internally before taking any internal action, which is confidential . Apologies once again for your experience you had at Dischem Steps to Health . Our Brand would like your continuous support and keep you as our loyal customers, thank you . ”

When I rep**** that I wanted tangible action and real action, and asked to be forwarded to an area manager I was directed to the careline!

I find a general lack of sensitivity and empathy. I am appalled by the lack of tangible redress. Instead of recognising an intolerance to mental health, I get drivel marketing nonsense and emoji’s!

I strongly urge Dischem to send staff on mental health sensitivity training! Personally, Dischem has lost a customer who spends a significant monthly amount at the Pharmacy in terms of chronic medication.

I would like the Pharmacy management held accountable and get a sense that the staff will not continue to torment vulnerable customers.