A customer comes into your pharmacy and asks to speak to the pharmacist. She is worried because her medicine has changed appearance – it's a different colour from the previous prescription she collected – and for that reason she is refusing to take it.
You try to explain that sometimes the colour of a medicine changes because it has come from a different supplier, but she is having none of it and is convinced the wrong medicine has been dispensed.
She says she will not take the medicine until she is given one that looks the same as her previous prescription. What would you do?
❝It takes up a lot of staff time in recording and sourcing specific brands/manufacturers to fulfil individual foibles. However,