Have you been refused service at Chemist Warehouse when requesting your prescription for S8 medication?

When Jasper Peach heard a rumour that a major discount chemist chain was ceasing supply of pain medications, they investigated - and found that pharmacists have more power over prescriptions than many of us think.

It’s a terrible thing to be in unbearable pain. The times when I’ve been in this situation are always intensified by an accompanying insecurity. My primary focus lies not in how to function or recover, but to make sure I don’t look dodgy – in case someone decides that I belong on a list that says I’m abusing addictive drugs. 

There was a rumble recently in one of the social media groups I’m in for disabled and chronically ill people, that Chemist Warehouse was ceasing supply of Schedule 8 (S8) medications from September. S8 refers to a set of medications with strict legislative controls, including opioid analgesics. 

When I contacted Chemist Warehouse about this, its response was, “This only applies to the Chemist Warehouse online store. You are still able to have S8 medications dispensed from [your] local Chemist Warehouse.”

Though marginally better than I initially thought, this doesn’t help people with mobility issues or psychosocial disability that makes going into shopfront locations exhausting, challenging or impossible. 

When I asked why the option of ordering online with an eScript was being removed, I was told this was a “business decision”, with a follow up email stating: “There were significant legal complications with supplying S8 [medications] online due to varying legislations across different states.”

Robert*, who has post traumatic stress disorder (PTSD) and uses prescribed diazepam during flashbacks, contacted Chemist Warehouse to enquire about medication delivery. Robert was unable to drive or leave the house at the time due to their mental health. 

“[Chemist Warehouse] said they don’t deliver that type of medication, it’s for your other medication only. They treated me like I was abhorrent for wanting a script I had. As though you can only get ‘benzo’ scripts if you’re a garbage human.”

The tone a person hears during a phone call is, of course, subjective. However, the outcome remains that this person was disempowered and humiliated when seeking help that his prescription indicated he was able to access - and he’s not the only one. The issue consistently falls to a disconnect of information, with patients being the most vulnerable party in the chain.

“We’re proud to pass on the full discount on PBS subsidised scripts,” the Chemist Warehouse website says in a vivid red and yellow banner ad. And cost is a major driver of the panic caused by rumours of these medications - at this price - being taken away. 

When you’re on a disability support pension, or your earning capacity is impacted by illness, disability or chronic pain, every dollar counts. With 37 percent of people with disability living in poverty, there are tens of thousands of households who have tough choices to make between buying food or medications that have a large bearing on quality of life.

Image: Writer and disability advocate Jasper Peach 

“Have you been refused service at Chemist Warehouse when requesting your prescriptions for S8 medications?”

This was a question I posed on Twitter. And while there were a handful of positive responses, I was inundated with private messages and comments about negative experiences - and not just with S8 medication.

One person was denied syringes at a Chemist Warehouse because “junkies use them”. This person is diabetic, but even if they weren’t, anyone who wishes to purchase sterile syringes should have clear access – it’s basic harm minimisation and community care. 

Another diabetic customer was told they were being “precious” when they insisted on a specific size and gauge of needle nibs via their National Diabetes Services Scheme (NDSS) hub. 

Multiple sources described being denied medication at a Chemist Warehouse, then going to a nearby community pharmacy and having their script filled with no issues. 

Justine* was discharged from the emergency department at her local hospital and stopped at Chemist Warehouse, handed her handwritten prescription over and was accused of stealing the prescription in front of a large number of people at a busy store. She walked out and went to a smaller community pharmacy and had no problems receiving her legally prescribed medication. 

I asked my GP if she had any insights into why so many people were being refused their scripts in store. She explained that on her computer at the surgery, a code automatically prints onto prescriptions that states this medication can be released to this person, even though it’s under strict legislative control. 

When people come straight from the emergency department with a paper script, for example, often after being seen by junior doctors, the code might be omitted due to its issuer not knowing that it’s required. The same can be said for some specialists, who aren’t in the routine habit of dispensing prescriptions in this up-to-date manner. 

A pharmacist can check a script with its prescribing physician and then make a call from there. But this doesn’t help on a Sunday, or a Friday afternoon before a long weekend.

Every pharmacy in the country has access to a central database which pharmacists are required to check prior to giving out S8 medications. If a person is listed as having been rejected for a prescription, or having multiple doctors and suppliers, the pharmacist has several options for how to proceed. These are most often about harm minimisation, and shouldn’t necessarily result in instant refusal. 

I spoke with Jarred McMaugh, Victoria’s state manager of the Pharmaceutical Society of Australia (PSA) via email, about what the guidelines for pharmacists are when receiving a prescription in store.

“PSA is aware that there are a small number of pharmacists who use this [central] system incorrectly, and treat a monitoring notification as a reason to prevent supply rather than as a point for medical advice or counselling. PSA has a strong interest in addressing this practice, so any feedback on this occurring is very useful to improving patient experiences.”

Mr McMaugh went on to explain the level of responsibility the pharmacist has when dispensing drugs. “The fact that a doctor has prescribed a medicine does not mean that it’s safe, and a significant portion of a pharmacist's role is ensuring that an error by a prescriber - regardless of profession - doesn’t lead to harm or death.”

This is where the communication disconnect comes in. Most people assume that once a physician gives you a written or electronic prescription, they’re the person who makes that final call – not the pharmacist. But what has become clear is that a prescription is not necessarily a guaranteed ticket to access medication. 

Mr McMaugh continued: “The pharmacist has access to a large number of options when there is a professional duty to prevent harm. Refusal to supply is rarely the correct answer, and should be a matter of last resort, not first resort.”

PSA, the peak body for pharmacists in Australia, relies on people to notify them when a pharmacist may not be meeting their professional obligations – and here’s how to do it:

Firstly, make a formal complaint via the Australian Health Practitioner Regulation Agency (AHPRA) via phone or their website. If you’re not satisfied with the response, you can take your complaint to the National Health Practitioner Ombudsman. 

What started as an investigation into a discount chemist chain has uncovered a broader issue. The lack of awareness about the buck stopping with the pharmacist is one thing, but the mistreatment of vulnerable people seeking help in public spaces is cruel, and something that I now understand we have the power to address. 

*Names have been changed for privacy 

Hireup has approached Chemist Warehouse for comment. At the time of publication, we are yet to receive a response.