PharmEasy: All about the row over push-selling of unverified medicines by online pharmacists

PharmEasy faces backlash for recommending unverified herbal medicines without sufficient evidence. Here's what Twitterati had to say.

BySumit Jha

Published Jun 12, 2023 | 9:30 AM ⚊UpdatedJun 12, 2023 | 9:30 AM

PharmEasy: All about the row over push-selling of unverified medicines by online pharmacists

PharmEasy faces backlash for recommending unverified herbal supplements without sufficient evidence.

Is the hardsell of medicines, especially by those not qualified to do so, wise, or even ethical — given the potential risks?

In a recent incident, which sparked widespread concern over the ethical challenges surrounding what is called “push-selling” of unverified medicines and supplements, a customer’s interaction with a pharmacist on the online pharmacy platform PharmEasy has shed light on this unethical practice.

The conversation, which was shared on social media, has prompted a public outcry and raised questions about the safety and ethics of such practices.

The incident

The incident occurred when a customer placed an order for diabetes medication for their parents on the PharmEasy app. Shortly after, he received a phone call from a pharmacist employed by the company.

The conversation took a troubling turn when the pharmacist recommended a “herbal supplement” alongside the ordered medication, claiming it to be a beneficial addition for blood sugar management.

Sceptical about the recommendation, the customer, Abhijit Majumder — an assistant professor at IIT Bombay — raised several valid concerns. He questioned the pharmacist about the basis of the claim that the supplement was effective and safe, demanding data from clinical trials, and highlighting the potential risks of untested herbal products.

Also Read: Alternative medicine reason for 42% chronic liver disease deaths

The pharmacist, however, failed to provide any evidence, and instead emphasised the herbal nature of the product as a guarantee of its safety.

Majumder further expressed his worry about the pharmacist’s lack of knowledge regarding his father’s complete health history and the possibility of adverse reactions with other medications. He raised the crucial point that if any harm were to befall his father as a result of taking the supplement, neither the pharmacist nor the company would take responsibility.

Also Read: Dr Cyriac Abby Philips on his fight against alternative medicine

More voices raised

The conversation gained significant attention on social media, with users sharing similar experiences and expressing outrage over the dangerous and unethical practice of selling unverified medicines to unsuspecting customers.

Many individuals criticised PharmEasy for prioritising profit over customer safety, and urged the company to reconsider its policies and practices.

Also Read: After SC’s verdict against pay parity, Ayurvedic doctors miffed

The first denial

After Majumder tweeted about the incident, PharmaEasy issued a reply that they were only following the process of confirming the order.

“Hello, we understand that you are unhappy with the confirmation call you received after placing an order. Please note that as PharmaEasy policy, we are required to follow the process of confirming the order. The team of pharmacists will always suggest to customers a medicine/product depending on your medical history. Kindly note that this is done in goodwill and you can always refuse the suggestion,” PharmaEasy replied.

To this, Majumder replied, “Really? Do you know my dad’s medical history? Do you know his present SGPT, SGOT level before suggesting a herbal product? Do u know what all other medicines he is taking? Money making push sells are not goodwill.”

What PharmEasy had to say

In response to the mounting backlash, PharmEasy issued a statement acknowledging the incident and extending an apology to the customer.

The company explained that while over-the-counter (OTC) products do not require a prescription, trained pharmacists are sometimes allowed to recommend wellness products based on their professional opinion.

“Since OTC products are not required to be dispensed only through registered medical practitioners, there are certain cases where qualified and trained pharmacists may recommend specific wellness products (which do not require a prescription under the law) based on their professional opinion,” said PharmaEasy.

What do IMA regulations say?

The old Medical Council of India (MCI) Regulation 1.1.3 that is followed by the Indian Medical Association (IMA) state that “no person other than a doctor who holds qualification/s that are duly recognised by the MCI and is registered with MCI or State Medical Council can practice allopathic medicine. A practitioner of other systems of medicine cannot practice allopathic medicine. A pharmacist cannot practice and prescribe drugs.”

The MCI has been now replaced by the National Medical Council, or NMC.

Also, IMA Regulation 1.4.1 requires that every prescription should carry the registration number of the prescribing doctor. The pharmacist should check every prescription he comes across while dispensing medicines.

Also Read: Ayurveda docs not entitled to same pay as MBBS doctors: SC

The risk of the unverified product

Despite the company’s explanation, concerns remain regarding the potential harm caused by untested supplements and the absence of rigorous scientific evidence supporting their effectiveness.

Critics argued that the majority of the Indian population, who may not possess the same level of health literacy and awareness as the customer who questioned PharmEasy, could be more susceptible to the risks associated with such unverified products.

“…the majority of Indian people are not well informed about healthcare options. A large proportion of Indian patients and their families still believe that herbal supplements are safe and chemical free. They are not. They harm more and they have no conclusive benefits. They are peddled by alternative medicine practitioners, Ayush companies and blood-sucking e-pharmacies to monetise on the gullibility and scientific-illiteracy of the Indian health-seeking population. Pharmacists cannot practice & prescribe medications. An e-pharmacist does not even see the patient face to face. They have no clue about the patient’s history and disease management,” Hepatologist and Clinician-Scientist Dr Cyriac Abby Philips tweeted.

Dr Philips described those involved in push-selling as “bottom-feeder scum” who exploit patients’ lack of health literacy and emotions to drive sales, rather than prioritising patient well-being.

It is important to note that while herbal medicines have been found to contain glucose-lowering plant compounds, none of these supplements are approved or recommended for treating diabetes.

A study reported in The Lancet highlighted cases where herbal treatments for type 2 diabetes were adulterated with undisclosed drugs, leading to dangerous consequences such as hypoglycemia and even death.

“Remember the pilot who took both standard medicines and herbal medicines for diabetes and crashed a flight because he went into a hypoglycemic brain failure mid air? If a customer’s family member had indeed started on the herbal drugs along with the diabetes medications and suffered hypoglycemia and died or if the herbal supplements reduced the effectiveness of standard diabetes medications and the family member developed complications of diabetes… would PharmEasy be responsible for it? Or was it the customer’s fault that she/he did not know any better that they were being fooled?” asks Dr Philips.

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