Busy phone lines and 'mayhem' at Waterloo's first pharmacy to offer COVID testing

The first few days of in-pharmacy COVID-19 testing in Waterloo region have been "mayhem," says one of the pharmacists offering the service.

"All of our lines are busy at all times," said pharmacist Pascal Niccoli, whoowns the Shoppers Drug Mart at Conestoga Mall in Waterloo.

"Even calling people back is difficultbecause we sometimes don't have a line to call them back on. We've been using personal cellphones to try to get to get the job done."

The province announced pharmacy testing last week as a way to relieve some of the pressure onassessment sites.

Local testingsites have recentlyreported high demand. The drive-thrusite staffed by Grand River Hospital had to shut down last weekamid heavy traffic and abusive behaviour toward staff. Tests atthe site arenow by appointment only.

People can't have symptoms

Niccoli's pharmacy is one of three in Waterloo region that started offering COVID-19 tests this week. The other two are located on Ira Needles Boulevard in Kitchener and King StreetE. in Cambridge.

As of Wednesday afternoon, Niccoli estimated his team had taken nearly a thousand phone calls from people who wanted a testing appointment. Only about half of callers have actually met the eligibility criteria, he said.

To get a test at a pharmacy, you cannot haveany COVID-19 symptoms. You must also be part of a group targeted for testing by the province, such as a worker or resident in a homeless shelter or another congregate setting.

"I would say the most common reason [is that people] need to go into long-term care homes to see loved ones, who are essential people in their lives," said Niccoli.

Help wanted

The first week may be hectic so far, but Niccoli expects pharmacies will soon iron out the kinks in the process.

The test itself, he said, is quick and easy the time-consuming part is answering the phone.

To help screen people more quickly,Niccoli said he plans to hire more people to help take calls. He also wants to hire more pharmacists to help with testing itselfand to help administer flu shots when they're available in the coming weeks.

"My biggest concern and the biggest focus that we have is making sure that we don't end up in a place where we have the COVID pandemic along with a flu pandemic," Niccoli said.

"So we're really trying to emphasize the importance of getting the flu shot this year with our customers and our patients."