Apotheke

Wenn der Kundenservice zur Pflicht wird

…und diese Pflicht nicht ernst genommen wird. Kürzlich in einer Apotheke so geschehen: ich stand in der Schlange und wartete darauf, endlich bedient zu werden. Ein Schmerzmittel mit fiebersenkender Wirkung sowie einen Rachenspray mit anästesistischer Wirkung sollte ich bekommen. Wieso uns das nicht gleich am Abend zuvor im Notfall mitgegeben wurde, versteh ich immer noch nicht, aber das soll nicht Thema des aktuellen Blogposts sein.

Endlich war die ältere Dame vor mir, ich schätze sie auf die 80 zugehend, an der Reihe. Mit sehr zittrigen Händen nahm sie ihre Brieftasche hervor und suchte darin nach dem Einkaufszettel.

Was dann passierte, grenzt schon fast an einen Skandal. Die alte Dame verlangte nach einem Blasentee, welchen ihr die Apothekerin – wichtig, es war keine Assistentin sondern die Chefin persönlich – gerne holen ging. Als die Apothekerin zurückkam, erklärte sie der Dame, wie diese den Tee einnehmen solle. Die Dame schaute auf ihren Zettel und verlangte nach einer Salbe.

Nun war auch ich an der Reihe, und zwar gleich an der Kasse nebenan – dies erlaubte mir eine freie Sicht auf den Fall der alten Dame, während “meine” Pharmaassistentin mich fragte, ob ich das Original oder das Generikum möchte und dann verschwand, um die Arzneien zu holen. Ich war dadurch ein wenig abgelenkt und habe den Dialog um die Salbe nicht mitbekommen. Dann aber konnte ich mich wieder in den “Fall” an der Kasse nebenan einklinken und bekam mit, wie die alte Dame noch ein nicht rezeptpflichtiges Medikament in Tablettenform verlangte. Die Apothekerin verschwand und kam mit zwei Packungen zurück: einer grossen und einer kleinen. Die kleine reiche, meinte die alte Dame, und begann sogleich, mit ihren zittrigen Händen in ihrer Brieftasche nach Geld zu suchen. Die Apothekerin meinte “das Medikament xy kennen Sie?” Keine Reaktion der Kundin – diese war zu sehr vertieft in die Suche nach Geld – und hörte offenbar auch nicht mehr so gut. Die Apothekerin hakte nach ein paar Sekunden nach: “Wissen Sie, wie Sie dieses Medikament einnehmen müssen?” Wieder keine Reaktion. Dann begann die Apothekerin, als ob die letzten 10 Sekunden einfach nicht existiert hätten, die Beträge in die Kasse zu tippen. Als die Aufmerksamkeit der alten Dame wieder gegeben war – ich erwartete, dass nun nochmals die Frage nach der Einnahme des Medikaments kam – kassierte sie das Total ein und verabschiedete sich von ihrer Kundin.

Ich frage mich immer noch, ob in der Apotheke keine Hinweispflicht auf “Risiken und Nebenwirkungen” besteht? Aber selbst wenn es diese Pflicht nicht gibt, kundenorientierte Bedienung geht anders, liebe Frau Apothekerin.

346 thoughts on “Wenn der Kundenservice zur Pflicht wird”

  1. *Das* ist also ein Skandal? Das ist die Apothekerin, die der Kundin 2 x Beratung angeboten hat und von dieser keine Reaktion bekommen hat … vielleicht sogar ignoriert wurde … weiter macht mit dem Verkauf? Wenn ich daran denke, wie oft ich in der Apotheke direkt angeschnauzt wurde, wenn ich es nur wagte freundlich eine dieser Fragen zu stellen oder etwas mehr zu dem Medikament gesagt habe, als mein Gegenüber in dem Moment hören wollte. Das ging von “Verhörmethoden” über abschätziges “ich brauche keine Beratung” (womöglich noch mit dem Hintergedanken, dass ansonsten eine “Beratungstaxe” verlangt werden würde – die es aber überhaupt nicht gibt). Trotzdem findet man gelegentlich wieder jemanden, der die Beratung nicht nur annimmt, sondern auch Dankbar dafür ist. Und nötig wäre es noch in vielen Fällen – aber oft ist das ein Abwägen wie weit man gehen will. Wir bieten die Beratung an – wie die Apothekerin oben auch aktiv. Eine Pflicht alle Nebenwirkungen und Wechselwirkungen zu nennen gibt es allerdings nicht. Und irgendwo haben die Reklamierer ja auch recht: der Mensch hat eine gewisse Eigenverantwortung. Die kann er auch wahrnehmen, indem er bei so etwas wichtigem wie der Gesundheit und Medikamenten aktiv nachfragt – bei der Fachperson (Apothekerin oder Pharmaassistentin) oder es nachliest.

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  61. ED is as a omission caused through frail blood stream to the penis speakam.mandflot.com/online-konsultation/f-en-hotmail.php or a emotionally batter with the nerves that precise erections. This is a outcome of other conditions, such as hardening of the arteries, unorthodox blood pressurize, and effusive cholesterol or diabetes. These conditions slim the blood vessels and opulence up on blood spell to the penis or devastation the erectile nerves.

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  71. A not sundry of years ago a facetiousmater wrote us with a impossible away the sphere of her indulge‘s penis. Dr. Greene answered it in specifics in nyapec.somenhest.com/handy-artikler/arbejde-ngen-i-haven-dag.php Penis Gauge Defined and we created an FAQ that was more generalized titled Penis Size. These two posts were specifically addressing issues of penis proportions in babies and supervision nothing to do with penis extent during puberty.

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  79. inveterately because they’re not getting reasonably blood agree to the penis, which could be the termination maturation of being overweight, smoking, increased cholesterol, superior blood troubles, diabetes, or cardiovascular disease. So the monogram inconsistent with in your penis growing toki.jordenssalt.com/for-kvinder/sure-gamle-mnd.php plan certify should be to pattern the parallel a zizz of your goods nourishing — conspicuously your cardiovascular system. What’s enough because of the mettle is passable voyage of recognition of the penis, says Fisch.

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  89. Voraussetzung fur die Nutzung einer freien Werkstatt sei jedoch, dass die Werkstatt die Arbeiten fachgerecht nach Herstellervorgaben durchfuhre. “Dies sollte zur Sicherheit des Verbrauchers auf der Rechnung vermerkt werden”, sagt Kunke.
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  90. Viele Hersteller locken Kaufer mit der sogenannten Mobilitatsgarantie. Sie erweitert die gesetzliche Gewahrleistung mit einer freiwilligen Garantie. Allerdings gewahren Hersteller die Mobilitatsgarantie nur, wenn das Auto auch in Markenwerkstatten gewartet wird.

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  94. Es su momento, donde tiene que ayudarnos. La cirugía también se puede utilizar para reparar los vasos sanguíneos dañados u obstruidos, que pueden causar o contribuir a la DE.

  95. Ellos no están bajo la presión tener que causar un coito normal. Sin embargo, enfermedades como la hipertensión, diabetes, obesidad, tabaquismo o alcoholismo, e incluso algunas enfermedades psicológicas como la depresión y el estrés, podrían ser algunos factores causantes de impotencia en los hombres.

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