Customer service

I suspect the QR code connects you to a site that obtains more information about you than they would otherwise have gotten.

Jeroen Belleman

There was a talk about removing the paper leaflet in all medicines boxes, but it was discarded, and it remains mandatory here. It does add something to the cost.

A big proportion of the people using medicines are old folk, and of these a sizeable proportion do not even have a computer. Phone? My neighbour doesn't have one. Others do not know how to use a QR.

Methinks that probably getting the leaflet once would suffice.

This is a sort of "cover letter" that accompanies the product. An

- first two letters of surname in 24pt type (to faciliate locating it)

- name and complete address of pharmacy (12 pt)

- date (prescribed? dispensed??) 12 pt

- full name of patient (12 pt BOLD)

- full address of patient (12 pt)

- patient phone number

- name of medication (12 pt BOLD) and dosage unit

- equivalent product (for generics) 12 pt

- amount patient is required to pay

- prescription number and quantity dispensed (12 pt)

- 36 digit identifier and barcode encoding (12 pt)

Virtually the same information is repeated (in a different layout) immediately adjacenet to this withthe addition of:

- number of refills allowed (and date prescription expires)

- nondiscounted price

- names of up to three insurers covering this instance

- 1x1" QR code accompanied by: "Costco Pharmacy is committed to sustainability. Please scan this QR code to access important information about your medication. Paper copies are available upon request from our pharmacy team."

The above occupies the top quarter of the page (portrait orientation).

The next quarter contains:

- "Counseling: Required (or not)" -- i.e., if first time using this medication

- "Reason: " that counseling is required, if so

- Name of pharmacy (gee, didn't we already have that earlier?)

- Address of pharmacy (again!)

- Hours of operation

- "You may contact the pharmacy to receive medication counseling and any othr questions including but not limited to: + status of your order and delivery date (for mailed prescriptions) [um, then how did you end up with this sheet of paper???] + concerns or questions regarding your medication + concerns or questions about potential damage or temperature issues to medication during shipping, if applicable (if its been over 48 hours and ice packs have melted) + any complaints about medication or pharmacy services

Then, the name of the medication (again) and dosage

Finally, the directions for taking same.

The last ~third of the page is blank -- as is the entire back side.

PREVIOUSLY, the balance of the page (and second sheet, if necessary) would contain:

- name of medication (along with pronunciation)

- why prescribed

- contraindications and conditions that your prescriber should be made aware of (e.g., allergies, medications that might conflict with it, pregnancy, etc.)

- OTC products and foodstuffs/beverages to avoid while taking

- precautions when taking ("avoid driving", "avoid sunshine", etc.)

- time of day to take it

- with or without food

- swallow vs chew, etc

- how to store the medication

- typical side effects (diarrhea, headache, dizziness, runny nose, etc.)

- notable side effects (e.g., call doctor if any of the following occur)

Presumably, scanning the QR code brings you to a page that gives you this information -- which you would likely PRINT for reference (or, preserve the QR code so you can access it in the future as it is not marked on the actual product dispensed) as its unlikely that you will remember "warning signs" when/if they occur days later.

Regarding "concern for sustainability:

- this medication was for some eyedrops delivered by the manufacturer in a ~20ml "dropper bottle"

- packaged (by manuacturer) in a conformal fitting box

- placed in (by pharmacy) a larger "pill bottle"

- with lid

- labeled with the name of patient, address, date, medication, dosage, application instructions, quantity dispensed, pharmacy name/address/phone, date dispensed, date first prescribed, date prescription expires, number of refills remaining out of number allowed, prescription number, name of manufacturer, alternate name of medication (for generics), physical description of dosage unit (e.g., yellow capsule, etc.), quantity, expiration date of medication (much of this in "light" 6 point type)

- accompanied by this sheet of paper

- all *sealed* in a clear plastic bag!

- AND, accompanied by a full-color, glossy insert encouraging you to PREPAY your prescription (to reduce time waiting in line)

(I guess "sustainability" only applies to trimming those things that might benefit the *customer*!)

Likewise, the "fine print" on the labels (though the name of the pharmacy is proudly displayed in full color! ... priorities!). It's not just *small* (6 pt) but also "LIGHT" (vs. normal or BOLD).

Note that they are sure to put the name of the pharmacy prominently on the product lest you forget and bring your business elsewhere!

We make similar "mistakes" in the name of doing things "for the customer/user". Rationalize that a printed manual is no longer necessary (look at all the money WE WILL SAVE THE USER??).

Or, "help" delivered over an internet connection (so it is always up to date) -- but likely not preformatted in a manner that makes creating a printed copy efficient!

Or, allowing the user all sorts of configuration options (instead of PICKING ones that make sense).

And, of course, support for online updates (instead of just getting it right the first time -- if it wasn't important enough to get right the first time, why is it important to UPDATE it??!)

Don Y snipped-for-privacy@foo.invalid wrote: |----------------------------------------------------------------------| |"[. . .] | | | |And, of course, support for online updates (instead of just getting it| |right the first time -- if it wasn't important enough to get right the| |first time, why is it important to UPDATE it??!)" | |----------------------------------------------------------------------|

An engineer complained that persons working on Rosetta (a comet probe) seriously proposed to let Rosetta become launched without essential embedded software being completed until after this probe's launch (i.e. to later become uploaded as a patch). My then boss's then boss (during my 1st job at the European Space Agency) complained that this Rosetta crew messed up by not performing requirements engineering. "They f[. . .]ked up!" said he himself.

An interviewer asked me why I particularly want to work on spacecraft as distinct from a telescope on Earth. I answered that spacecraft need to be done properly. Many persons who work in space are alas charlatans. (S.