We refer to the article ‘ Tough Rules Are For Prisons, Not Hospitals ' that was published in Malaysiakini website on March 20 ^, 2012 and would like to thank Susan Loone for her comment.

The Pharmaceutical Services Division, Ministry of Health understands the problem and regrets the inconvenience experienced by the complainant; however do allow us to clarify on this issue.

It is the standard policy practised that all patients on repeat prescriptions collect their medicines preferably during office hours.

However, in this case the complainant came to collect her medicines during lunch hour on Friday.

The pharmacist did not dispense the drugs to the complainant because she gave priority to patients who came to seek treatment from medical officers on duty.

The pharmacist suggested to the complainant to return after lunch to collect her medications.

Unfortunately, this resulted in the complainant being dissatisfied with the way she was treated.

We are sorry for the distress that the complainant suffered as a result of this incident and for any difficulty it had caused her. The pharmacist on duty has been advised to be more considerate in the future.

The division always welcomes any suggestion from the public in our efforts to further improve the efficiency of the pharmaceutical delivery services.

Eisah binti A Rahman is senior director, Pharmaceutical Services Division, Ministry of Health, Malaysia.