Usually the only time anyone ever says anything is on their controlled medications, and 9 out of 10 those are bogus claims because it was double counted by the filling tech. If it is the first time a patient claims this, we would give them the extra 5 vicodin or whatever it was, and then put a notation in their file to double count and notate. If it happens again, they wouldn't get anything.
If its a C-II then you should be able to check your perpetual inventory to verify their claim. I have never ran into a problem with C-II's. I have had people claim they were shorted but a check of my perpetual inventory revealed I was right on and I expalin to them the "loss" had to be after it left the pharmacy.
For non-controlled medication, I usually just give them whatever they say they are missing. If it becomes a recurring issue a double count and notate would also be added to their file.
I have NEVER had anyone come back or call and say you gave me extra pills. Hehe.
It seems to only work one way.
I have pharmacists who say that the Kirby Lester counters are inaccurate and they refuse to use them. I used one for 2 years and never double counted anything (even controls) and I had, I think, only one customer come back and say they were shorted. (I did still double count C-II's by hand). Plus the counter's are MUCH quicker.
More information than you probably wanted, but that's my take on over/under counting.
I don't carry any malpractice insurance. I probably should. Anyone know any good carriers for California? Someone posted one here a bit ago, but when I called they didn't cover California.