A viral video showing a mother confronting pharmacy staff over a medication mix-up has sparked nationwide outrage, prompting the Pharmaceutical Society of Kenya (PSK) to clarify the professional status of the woman involved. The footage allegedly captured the dispensing of a skin ointment instead of prescribed eye drops for a baby, leading to irritation and discomfort for the child.
PSK quickly moved to disown the individual, confirming that she is neither a licensed pharmacist nor a registered member of the society. “It is important to correct public and media mischaracterisation that refers to every person working in a pharmacy setting as a ‘pharmacist.’ Such misrepresentation is inaccurate and unfairly associates the pharmacist profession with incidents without verification,” PSK president Dr. Wairimu Mbogo stated.
The incident has highlighted critical gaps in patient safety and the importance of adhering to proper dispensing practices. Medicines intended for ophthalmic use are distinctly different from dermatological formulations, and verifying prescriptions—including the route of administration—is essential to avoid harm.
In the video, the mother expressed her frustration, explaining that she had carefully followed the prescription instructions. The pharmacy staff member, acknowledging the error, apologised repeatedly, saying the mistake was unintentional and asking the mother to discuss the matter further inside the pharmacy. Despite the apology, the incident has raised questions about the level of oversight in licensed pharmacy outlets.
PSK has called on the Pharmacy and Poisons Board to investigate the outlet involved, ensure compliance with licensing regulations, and enforce accountability where necessary. The society urged regulators to strengthen enforcement of patient safety standards across all pharmacies to prevent similar errors in the future.
The episode serves as a stark reminder that professional verification, prescription review, and careful dispensing are non-negotiable safeguards in healthcare. PSK reiterated that only qualified and licensed professionals should handle medications, and public vigilance is key to protecting patients—especially the most vulnerable, like children.