Drug service par excellence

THE EDITOR,Sir:

AS THE sun creeps over the hill and slowly spreads over the busy commercial area at the corner of Old Hope Road and Downer Avenue in St Andrew, you can see a trek of persons walking up to the Government's Drug Serv outlet. They comprise persons who are not so poor but who are unable to access certain medications, which are unaffordable at the private pharmacies.

At the Drug Serv counter, drugs which are allowed on the National Health Fund card can be acquired for roughly half the cost that the private pharmacies would charge. The outlet is clean and tidy. The ergonomics is good (furniture and seating). The system is smartly arranged. There is a TV running and, more often than not, you can watch a family movie. Each patient takes a number. The number that is being served appears electronically overhead, so you easily know who is next. There is no pushing and boring. The place is air-conditioned so people sit and wait in peace, comfort and quiet. You can read your newspaper, your Daily Bread devotional, or whatever.

Excellent customer service

The essence of this letter, however, is to highlight the customer service of one young pharmacist who stands out above all else. He is none other than Mr Sheldon Thawe. He exudes a persona par excellence. He is pleasant and warm, calm and confident and he does not just hand out the medication with the hope that you will read what is on the container. He will explain exactly what you are getting and how you should proceed to take the medication. Above all, he hands you your package with a smile. Mr Thawe will bring out the best in anyone.

The end result is that the patient feels important, cared for and respected. Mr Thawe's photograph is displayed on the Drug Serv billboard and this is a well-deserved exposure.

I would say to all persons who are engaged in customer service across the board, in whatever field, that they should take a page out of Mr Thawe's book. Most customer service representatives I have encountered leave much to be desired. Actually, for the most part, they often ruin your day.

I am, etc.,

Satisfied customer

elvena@cwjamaica.com