How new policies and/or practices will avoid similar problems in the future, and 4) offer ms. cross an appropriate and attractive incentive (max cost $250), to regain her goodwill and keep her as a customer.

analyzing and responding to a customer service complaint, (read below) from the
perspective of a Pharmacy Manager at Kaiser Permanente Hospital
letter should have 1)
sincerely and professionally apologize for the problem, 2) address her concerns (which may or may not include
agreeing to all her requests), 3) explain how your management team has addressed the specific problem and
how new policies and/or practices will avoid similar problems in the future, and 4) offer Ms. Cross an
appropriate and attractive incentive (max cost $250), to regain her goodwill and keep her as a customer. Part
of your assignment is to decide which policies/practices (for task 3) and incentives (for task 4) are
appropriate for the situation.
Dear Kaiser Permanente Pharmacy Manager,
My name is Kelsey Cross, and my Medical Record Number is 0010152318. I’m writing to report a deeply distressing
mistake—providing the wrong medication and significantly disrupting a complex medical treatment—that one of your
Fontana branch pharmacists made on October 5, 2022.
On that day, my physician Dr. William Ryan prescribed letrozole to help prepare me for an intrauterine insemination
(IUI) procedure. The prescription number on the bottle is 133419683602. As you may know, letrozole is an aromatase
inhibitor, used to treat infertility by suppressing estrogen development and allowing fertility specialists to stimulate
increased ovulation. Dr. Ryan had also prescribed Human Chorionic Gonadotropin (HCG) to supplement the letrozole,
as both medicines have to work together for an IUI to be effective.
After my examination was done, I picked up my prescription at the in-house KP pharmacy, as usual. The bottle I got
was clearly labeled with the drug name and dose (letrozole 2.5 mg tablet, 3x daily for five days). The label also specified
that letrozole is a “yellow round tablet” with an imprint of “LT.” Since this was my first time taking letrozole, I asked
the pharmacist about what time I should take this medication and whether to take it with food or not. He checked his
records, including the label, and told me that I could take it at any point during the day. When I got home, I discovered
that there were only five white pills in the bottle, but I did not recognize the mismatch at that time since it was a new
treatment. Accordingly, I took one pill each day to prepare for my HCG and IUI procedures.
Ultimately, the IUI procedure did not result in pregnancy last month, so I restarted the treatment cycle this week and
got another letrozole prescription. This time, however, I noticed that the pills were a different color than last time
(yellow vs. white) and that the bottle contained 15 pills rather than 5. This prompted me to review my pharmacy
records and Dr. Ryan’s prescriptions, and to contact him about the discrepancy. I would like to state, for the record, that
Dr. Ryan and his team have handled this situation professionally and effectively. The incorrect medication was clearly
not his fault, but he responded to my email very quickly by phone, so he could apologize and seek to thoroughly
understand the situation and my concerns.
Based on my conversation with Dr. Ryan earlier this evening, the white pills that I was given in October were most
likely 50mg prednisone tablets, which I had taken in September 2022 (prescription number 125782341) for a skin
infection. There is no reason that the prednisone should have been refilled, and the pharmacist certainly should have
caught the error when I asked about the dosage schedule. In any case, it is likely that the pharmacist’s mistake severely
compromised the effectiveness of my IUI, which requires a precise hormone balance. Fortunately, I did not suffer any
major side effects from the prednisone, but the other elements of the IUI procedure went very smoothly, so both my
husband and I expected a successful pregnancy. Needless to say, we are both frustrated and upset that KP’s error spoiled
an expensive procedure—and that it may have cost us the chance to conceive a child.
If my husband and I decide to keep using KP’s pharmacy for our future medications, we will be double-checking
everything for accuracy. After all, if I had been using letrozole for its typical purpose—treating breast cancer—then a
missed dose could have been fatal! To help restore our trust in KP’s services, we have two requests for your office:
1. Give me the name of the pharmacist who issued the incorrect medication and terminate his or her employment
immediately.
2. Refund my account for the full cost of the October IUI ($947.43), given the central role that letrozole plays in a
successful IUI procedure.
Thank you for your attention and consideration. I look forward to your prompt response.