Issue over MyUbat delivery service due to miscommunication, says HKL

PETALING JAYA: There was a miscommunication about the MyUbat delivery service between a complainant and an officer at Hospital Kuala Lumpur (HKL) pharmacy, says the hospital's director.

In response to a viral social media post, the hospital director in a statement said the investigation found that the MyUbat service could not be implemented for certain drugs due to limited supply.

MyUbat is a mobile application that allows users to manage their drug supply and delivery with public pharmacies nationwide.

“Therefore, to be able to use the MyUbat application and delivery service by courier, the packaging (process) of the medicine must be made two weeks in advance.

“The MyUbat service will be able to run as usual when the drug supply stock returns to normal,” the statement read.

The hospital director added that the officer-in-charge has been identified and appropriate action will be taken.

The post by a man named Syafarizal Sharif that went viral claimed that the officer who was serving the counter acted unprofessionally while using inappropriate language.

“Usually the supply of my medicine will be done through MyUbat application, which then will be delivered by paid courier.

“(However,) an incident took place at HKL pharmacy on Jan 10 morning,” he wrote.

His first interaction with one of the officers did not end well when Syafarizal questioned why the MyUbat service was unable to deliver her medicine as usual.

The officer only instructed him to visit the pharmacy once every two weeks to collect his medicine.

However, Syafarizal said he lived in Sungai Buloh and to come to HKL every fortnight will be a hassle for him.

He added that as a patient of Type One Allergic Anaphylaxis, shortage of the drug could lead him to suffer anaphylactic shock.

He was taken aback when he claimed that the pharmacist replied “Not my problem” to his explanation before turning around to talk to another colleague, and subsequently asked him to get his medicines from another hospital.

“I took my phone out and started recording the conversation we were having afterwards. And I asked for the officer’s details for me to refer the incident to MOH (Health Ministry).

“After I went home, I received a call from HKL,” Syafarizal said, adding that an officer had tried to resolve the issue.

However, he had decided to take the matter up with the ministry.

As of time of writing, the post had received more than 19,000 likes and shared over 6,900 times.