Question from a reader:
I recently picked up eye drops from my regular pharmacy, but when I got home, I noticed something different. Although the name of the medication was the same, I was given a version that contained preservatives instead of the preservative-free one I expected. I want to avoid unnecessary expenses, but how should I address this with the
pharmacy?

Dealing with Issues at the Pharmacy: How to Handle Receiving Eye Drops with Preservatives

Introduction

Recently, a friend consulted me about a situation where they picked up eye drops from their regular pharmacy but felt something was off when they got home. Although the name of the medication was the same, they received a version that contained preservatives. In such cases, how should one respond? I decided to consider this from a legal perspective as well.

Pharmacy Responsibility and Consumer Rights

First, let’s clarify the handling of medications at pharmacies. Pharmacies have the responsibility to properly dispense medications prescribed by a pharmacist and provide them safely to patients. An important point here is that if a patient receives a medication that differs from what was prescribed, they have legally protected rights. If you receive something different from the prescribed medication, it is considered a “defective product.” Under Japan’s Consumer Contract Act, consumers have the right to request returns or exchanges for defective products. This means you also have the right to receive the correct preservative-free eye drops you expected.

Specific Steps to Take

Now, let’s think together about how to approach the pharmacy specifically.

1. Check the Medication

First, carefully check the label and instructions of the eye drops you received. It is crucial to accurately determine whether preservatives are included by looking at the ingredient list. Even within the same medication, there can be different ingredients or variations, so verification is essential.

2. Contact the Pharmacy

Once you have confirmed the details, contact the pharmacy immediately. A phone call is the easiest way, but if possible, visiting the store directly to speak with the pharmacist in charge may be more effective. It’s important to communicate the situation calmly and without getting emotional. Specifically, you might say, “I received eye drops with the same name, but I noticed they contain preservatives. I was hoping for the preservative-free version, so I would like to know how this can be addressed.”

3. Consider Written Inquiries

If you find it difficult to communicate over the phone or in person, sending a written inquiry can also be a good option. You can organize your thoughts and requests in an email or letter, allowing for a polite and clear communication. This also serves as evidence, which can help avoid future issues. When writing, be sure to include specific information such as the date, details of the medication, and who you spoke with.

Waiting for the Pharmacy’s Response

After making your inquiry, you will need to wait for the pharmacy’s response. Here, it’s important to pay attention to their reaction. The pharmacy may respond sincerely, or they may show a defensive attitude. If their response is positive, they might offer solutions such as an exchange or refund. On the other hand, if you do not receive a satisfactory response, consider escalating the matter. Specifically, you might contact the pharmacy’s headquarters, a consumer center, or even medical institutions or health departments. These organizations exist to protect patients’ rights, so it is worth consulting them.

Legal Action as a Last Resort

If you consider legal action as a last resort, it’s worth mentioning this option. In such cases, consulting a lawyer is common. Receiving legal advice and considering how to proceed is important. By hiring a lawyer, you might receive more specific solutions. However, legal procedures can be time-consuming and costly, so it’s advisable to aim for a resolution at a more immediate level first. Personally, I believe that having calm discussions is crucial.

Conclusion

When you receive eye drops with preservatives from a pharmacy, it is essential to respond calmly. First, check the medication, then contact the pharmacy to explain what happened. Depending on their response, consider your next steps, including the possibility of legal action if necessary. Incidents like this can occur in our everyday lives. It’s important to address them appropriately to protect our rights. Above all, I am reminded that prioritizing the health of ourselves and others is the most important thing.