Formal Complaint Regarding Unprofessional Conduct of the Pharmacist

Dear Sir/Madam,

I am writing to formally express my disappointment and concern regarding the unprofessional conduct of your pharmacist during my recent visit to Local Choice Pharmacy in Ventersdorp on 5 November 2025.

I accompanied my father to the pharmacy to seek professional advice from the pharmacist regarding his medication. One of the staff members initially assisted us and mentioned that my father’s tablets were “just vitamins,” adding that he would consult the pharmacist for confirmation. When the pharmacist was approached, she responded in a loud, disrespectful, and unprofessional manner, clearly audible to everyone present.

She did not have the courtesy to approach us directly, listen to our concerns, or offer appropriate professional guidance. Such behavior is discourteous and unbecoming of a healthcare professional who is expected to treat patients and their families with dignity and respect.

Following the incident, I was informed that the pharmacist contacted people outside the pharmacy to inquire about me and my family, which I find deeply invasive, *********, and unprofessional. This constitutes a breach of confidentiality and professional boundaries.

This is not the first time I have experienced issues with the same pharmacist, and I am extremely disappointed by her ongoing disregard for professionalism and patient care.

As per the Pharmacy Act 53 of 1974 and the Good Pharmacy Practice (GPP) standards set by the South African Pharmacy Council (SAPC), pharmacists are required to:

Maintain patient confidentiality at all times;

Communicate respectfully and professionally with the public; and

Provide appropriate advice and assistance within the scope of their professional duties.

The conduct I witnessed is a clear violation of these principles and undermines public trust in the pharmacy profession.

I therefore request that this matter be investigated urgently, and appropriate disciplinary or corrective action be taken to ensure this does not happen again — to me or to any other customer. I also request a formal written response regarding the outcome of this complaint.

Thank you for your attention to this matter. I look forward to your prompt response.