Communicating clearly to help a customer

Speaker 1: Thank you for coming to the stock check meeting.

Is there anything else to order on this list, Mr Khan?

Speaker 2: Yes, there is one thing I've noticed - aspirin 75mg soluble tablets.

Speaker 1: Thank you. Kamaran?

Speaker 3: Propranolol, 10mg.

Speaker 1: 10mg. OK, I'll do it. Ayesha?

Speaker 4: A lady popped in this morning and she's concerned about her insulin.

She needs the insulin because she is flying off to India, so can you arrange this for her by Monday morning?

Speaker 1: Thank you. Let's go and check the stock. Aspirin, 75mg, dispersible.

Speaker 2: Yeah, we only have one pack.

Speaker 1: OK, so we definitely need more. Propranolol, 10mg tablet.

Speaker 2: Yep. Again, only one pack.

So we definitely need more.

Speaker 1: All right. The next one, the insulin.

So let's go and have a look in the fridge.

Speaker 2: Yeah. Is it there?

Speaker 1: It's not there, that particular insulin.

I think we need to order it definitely for Monday morning.

Speaker 2: (TO AUDIENCE) A stock check is an opportunity to find out exactly where we are with the stock level and also to be able to have the opportunity of meeting any urgently required items or medicines.

Speaker 1: Hi there. Can I pick up the insulin I ordered on Friday, please?

Speaker 2: I'm so sorry. There's been a delay with the suppliers.

We've been chasing it the whole morning.

Speaker 1: Right, and it hasn't come?

Speaker 2: It hasn't come yet.

Speaker 1: OK. I just really needed it this morning, cos I've got an appointment with my GP.

He needs to show me how to inject it, and I'm going off to India in a few days.

Speaker 2: Yes, yes. I can understand.

Don't worry. We will get it very soon.

Speaker 1: OK.

Speaker 2: Let me check with my pharmacist. Mr Khan?

Speaker 3: Oh, yes. I've got good news for you.

We are getting your insulin, but this afternoon, and we'll phone the doctor, rearrange your appointment for the later part of this afternoon.

Would that be OK for you?

Speaker 1: Yeah, that works for me.

Speaker 3: Excellent.

Speaker 1: Thank you so much. Bye-bye.

Speaker 3: You're welcome. Bye-bye.

Speaker 2: (TO AUDIENCE) When the patient is worried, I always try to calm them down and reassure them that the medicine will be coming soon.

Speaker 1: Ayesha? We have received the insulin for Ms Maxwell, and also I have rearranged her appointment with the GP surgery.

Speaker 2: I'll give her a call straight away and let her know.

(PHONE RINGS)

Speaker 3: Hello?

Speaker 2: Hello, Ms Maxwell, it's the pharmacy here.

Your insulin has arrived and we have made a new appointment for you, with your doctor.

So your insulin is ready to collect.

Speaker 3: OK, that's great, thanks, I'm on my way.

Speaker 2: OK, thank you.

(TO AUDIENCE) We always work as a team, and, we have to be very quick, and sometimes we have to be very firm, to contact the suppliers, to get the medicine that the patient needs.