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Editor's note: London Drugs sent us this letter on April 18. The company is offering an apology to Sarah Arboleda and says it is investigating the incident in which she was denied access to the morning-after pill.

Arboleda has also written a follow-up commentary piece. See: More thoughts on being denied the morning-after pill by a pharmacist.

Setting the record straight on Plan B

Re: Denied access to the morning-after pill by an anti-choice pharmacist, Georgia Straight, April 17, 2012

Thank you, Sarah Arboleda and the Georgia Straight for bringing this incident to our attention. We would like to apologize and assure you we are taking this matter very seriously. Upon learning about Ms. Arboleda’s experience, London Drugs immediately began an internal investigation. Denying access and leaving Ms. Arboleda to believe she did not have a choice when choosing Plan B, was inappropriate and does not reflect London Drugs’ policy and our commitment to patient care.

We would like to take this opportunity to provide clarity for Ms. Arboleda and all of our valued customers, on the sale and dispensing of emergency contraception products (Plan B and Norlevo).

From the moment pharmacists were able to dispense emergency contraception without a doctor’s prescription, London Drugs had developed training, procedures and policies for our pharmacists to support patients’ requiring this medication and service.

In addition to provincial college of pharmacy regulations and national pharmacy guidelines, London Drugs has a detailed policy and guidelines for our pharmacists, with respect to emergency contraception. First and foremost, our policy is to support and encourage pharmacists to provide emergency contraception services to patients who request emergency contraception.

Having pharmacists deliver this valuable service allows women to have increased access to emergency contraception while providing the appropriate level of interaction with a trained health care professional.

As per Ms. Arboleda’s article, Plan B is an over-the-counter drug. As a London Drugs process, patients are to ask the pharmacists for this emergency contraception. This initial contact is vital because every occurrence and need for Plan B is different. The timing of when to take Plan B is of paramount importance (must be used within 72 hours) and an understanding of the specific use is necessary for reaching the desired medical outcome. It is extremely important that individuals who require Plan B are properly counselled for the timing aspect as well as side effects such as vomiting - what to do should side effects occur (such as bleeding) - and additional physical symptoms that could result after taking Plan B.

Ms. Arboleda’s experience provides reminder to all pharmacists that the manner in which we dispense Plan B must be done discreetly and in accordance with the Canadian Pharmacy Regulatory Association guidelines. There are professional guidelines currently in place to address the balance between the individual rights of pharmacists and the professional responsibility to their patients.

In accordance with the National Association of Pharmacy Regulatory Authorities (NAPRA), a pharmacist is permitted to object to the provision of a certain pharmacy product or service if it appears to conflict with the pharmacist’s view of morality or religious beliefs. Objections should be conveyed to the pharmacy manager - not to the patient - and the individual pharmacist must pre-arrange access to an alternate solution, enabling the patient to obtain the service or product they need. Any alternate means must minimize inconvenience or suffering to the patient. In Ms. Arboleda’s report, the pharmacist did not perform her duties in accordance with London Drugs’ policy and the NAPRA’s guidelines and we apologize for this. Our customers and patients health and safety are always of utmost concern. In addition to the investigation we are also reminding all of our pharmacists of their professional responsibilities and of our corporate policy on the provision of emergency contraception products and medical advice.

Upon completion of our internal investigation, we will be submitting all findings to the College of Pharmacists of British Columbia, the regulatory authority. We encourage all of our customers and patients to provide London Drugs with valuable feedback at all times. We have operated as a family-owned pharmacy dedicated to the health and wellness of our customers since1945. Providing the best patient care is of utmost importance to London Drugs.

I’m personally available to address Ms. Arboleda’s concerns and any additional patient concerns specific to this matter and can be reached through London Drugs customer service representatives by Phone: 1-888-991-2299 and Email: ldonline@londondrugs.com.

Sincerely,

John Tse, vice president, pharmacy

London Drugs