The pharmacy complaint letter

What mistake did the customer identify when picking up the prescriptions?

• The prescriptions were not ready

• They were given the wrong dosage of Kendomol

• The pharmacist did not offer an apology

• There was an error in the number of tablets

Tags

CCSS.RI.6.3

CCSS.RI.7.3

CCSS.RI.8.3

CCSS.RI.9-10.3

CCSS.RL.5.3

Who does the customer collect prescriptions for

• His grandmother

• His mother

• His aunt

• His wife

Tags

CCSS.RI.7.3

CCSS.RI.7.5

CCSS.RI.8.3

CCSS.RI.8.5

CCSS.RI.9-10.5

What was the pharmacist’s reaction after the customer pointed out the mistake?

• The pharmacist ignored the customer

• The pharmacist became defensive

• The pharmacist apologized and corrected the error

• The pharmacist offered a refund

Tags

CCSS.RL.11-12.3

CCSS.RL.6.3

CCSS.RL.7.3

CCSS.RL.8.3

CCSS.RL.9-10.3

What concern does the customer express regarding future visits to the Eden Hill pharmacy?

• He is worried the pharmacy will be too busy

• He is concerned about the availability of prescriptions

• He fears another mistake could occur due to understaffing

• He doubts the quality of the medications

Tags

CCSS.RL.6.3

CCSS.RL.6.6

CCSS.RL.7.6

CCSS.RL.8.6

CCSS.RL.9-10.3

What change does the customer believe is necessary at the pharmacy to avoid errors in the future?

• The pharmacy should close earlier

• The pharmacist should be more friendly

• There should be more than one pharmacists available all the time

• The pharmacy should fire that pharmacist

How does the customer describe their emotional response to the situation, and what part of the letter reflects this?

• They are happy with the service, as shown in their positive comments

• They are confused, as reflected by their mixed feelings about the prescription

•  They are concerned for their grandmother's safety, as shown in their warning

• They are indifferent, as indicated by their lack of emotion

What does the phrase “take steps” imply about the customer's expectations from the pharmacy management?

•  The customer expects management to take action to prevent future errors

• The customer expects management to fire the staff involved

• The customer wants the pharmacy to reduce their prices

• The customer expects management to offer compensation

Tags

CCSS.RI. 9-10.2

CCSS.RI.7.2

CCSS.RI.8.2

CCSS.RL.7.2

CCSS.RL.8.2

What is the customer implying about the staffing situation at the Eden Hill pharmacy?

• There is no need for additional staff

• There were too many pharmacists working at the time
  

• The pharmacy is understaffed, which could lead to errors

• The pharmacy needs more security staff

Tags

CCSS.RI.8.1

CCSS.RI.9-10.1

CCSS.RL.7.1

CCSS.RL.8.1

CCSS.RL.9-10.1

Roger was picking up prescriptions for his grandmother on January 14th.

• true

• false

Tags

CCSS.RI.8.1

CCSS.RI.9-10.1

CCSS.RL.7.1

CCSS.RL.8.1

CCSS.RL.9-10.1

The pharmacist gave Roger the correct medication

• true

• false

Tags

CCSS.RI. 9-10.1

CCSS.RI.7.1

CCSS.RI.8.1

CCSS.RL.7.2

CCSS.RL.8.1