ABSTRACT
Mrs. Green walked into the community pharmacy and complained that she had not received her medication for weeks, although the script was with the pharmacy. The counter assistant referred the complaint to the manager, Dianne, who greeted the patient, listened to the complaint, and excused herself to obtain more information relating to the problem. She returned shortly afterward and informed the patient that the particular item, Sinemet® Plus, was not available because of manufacturing problems. No further action was taken. Mrs. Green collected the script and walked off an unhappy customer.
