Pharmacy Complaint - which pharmacy was in the wrong, and would you complain? To who?

[TheReader]

Editing/UPDATE: -- I think this is pretty well resolved; everyone said pharmacy #2 wasn't really at fault, and the Rx was finally ready & picked up tonight so that the child only missed today's morning dose, so not a huge thing. I'll leave this here for the sake of the thread but it's all resolved and taken care of so really doesn't need any more discussion. Thanks! :)

 

I will keep this as brief and non-identifying as possible, but I'm debating which pharmacy, if either, i should mention/file a customer service complaint with. 

 

Child needs an Rx, which must get doctor authorization monthly. Doctor visits are set so that the current month runs out a day or three after the appointment, to have plenty of time to fill the next Rx. If you think you know the drug, please still respect my child's privacy and don't say it "out loud" -- I share this because it's pertinent info to the situation. 

 

Child had dr. appt on Monday, drug "refill" approval on Weds/called in, and last of current month dose on Thursday. 

 

Thursday, I went to pick up the (called in by the drs office) Rx at Pharmacy #1. Pharm tech couldn't find it. Thinking perhaps I misunderstood the doctor, I then gave pharm tech the written Rx, and asked her to fill it from that. She then told me that the drug does not exist in the dosage written (30 mg, 2x/day). A search of (supposedly) the name brand and generic turns up nothing, only 20 mg & 40 mg. The pharmacist suggests the only solution is to have the doctor write it for 20 mg, 3x/day instead. 

 

I leave and call the doctor, leaving a message about the situation and ask them to call me. 

 

I head to Pharmacy #2, explaining what happened, and asking can she simply verify does this drug come in the dosage listed? I clearly explain that I've already been at a previous pharmacy, and told no, it doesn't. She checks. Finds it on her shelf, in the generic, in the dosage written. Great! Can they fill it? They need dr approval to change from name brand to generic. She calls the doctor, leaves a message asking for confirmation this is okay. I call also and leave a 2nd message saying yes, I've authorized this other pharmacy to fill it, and please call them and authorize. I get a call from the doctor a few hours later saying they have done so, called Pharmacy #2 and authorized the generic. 

 

A few more hours later, I just miss a call from pharmacy #2. I call back, and get a computer, so I assume that the Rx is ready and head over there. Within 45 mins of the missed phone call, I am in line to pick up the Rx. 

 

Turns out, when Pharmacy #2 tried to fill the Rx, insurance informed them it had already been filled previously, at Pharmacy #1.  Pharmacy #2 tried to call me, couldn't reach me, so began the procedure to cancel and reverse the existing, already filled at their competitor, Rx so that they can fill it for me instead; this meant I couldn't just go get the Rx from Pharmacy #1, because they had already spoken to the pharmacy and told them to cancel it. 

 

So. Pharmacy #1 messed up by not finding the Rx, already filled and ready when I first went Thursday morning. Then they further messed up by claiming that the dosage didn't exist (when it clearly does), and stating they were unable to fill the Rx anyway. Due to those 2 mistakes, I went to Pharmacy #2. 

 

Pharmacy #2, however, messed up by not waiting to speak to me before cancelling. It is now Friday, 24 hrs later and we are still waiting on the proper reversals to go through. Child has officially missed a dose of his medicine due to this mix-up, as he took his last pill on Thursday. Assuming it is ready today, that is all he will miss. But if it takes longer....who knows. 

 

Which, if either, of these pharmacies would you complain to? To management? Higher up? Neither?  Both are national chains, if it matters. 

Edited June 11, 2016 by TheReader

[displace]

Deleted d/t misunderstanding the situation.

 

I hope it gets resolved soon :(

Edited June 10, 2016 by displace

[TechWife]

There should be a pharmacy manager. If the pharmacy manager was the one who helped the tech, there should be a regional manager you can contact. 

 

Backing out a prescription that has been filled doesn't take very long. They do have to manually count it back into their inventory, but honestly, that could have been done as soon as the other pharmacy notified them they were filling the rx. These are things that they have to do regularly. 

 

I don't think the second pharmacy did anything wrong. You asked them to fill the rx and they went about doing so. 

[TheReader]

I think pharm #2 did the right thing. If the insurance had already filled the script for the month, it is probably not possible for them to charge insurance again. It would be rejected. Of course you can fill at pharm #2 but would probably have to pay out of pocket. I assume this because of all the prior authorization done. And they did try to contact you. I'd be irritated at pharm #1 for the initial mistake.

 

But I would get script at pharm #1 instead as it was filled and authorized there already instead of waiting for reversals, cancellations, prior authorization to go through. I may/may not use pharm #1 after this situation.

 

I would complain probably only for a high need type medicine or diagnosis. Also I'd consider shifting the Dr appointment another day or two ahead. Some pharmacies take a few days to get a request in, which could eat up the leeway you have currently.

 

I'm sorry you are going through this :(

 

oh, I totally understand Pharmacy #2 had to cancel in order for them to fill it -- I am upset that they didn't wait and give me the option to either, a, yes, do that, or b, Oh, sorry, I will go pick it up at Pharmacy #1 where I tried to pick it up in the first place. The further delay (they only tried to call me once, and I was literally there within 30-45 mins of their call), would have been worth it to verify that the customer did indeed prefer to wait an extra day vs. drive across the street. 

 

If I had any choice at all, I'd have done that. My understanding is that they had already cancelled it, so I was unable to do that, BUT the reversals hadn't (still haven't) gone through, so unable to fill it there as well. 

 

I will definitely make the dr. appts. sooner next month though, just in case. And I'm undecided whether I'll go back to Pharmacy #1 -- they were definitely more in the wrong, I think. 

[TheReader]

There should be a pharmacy manager. If the pharmacy manager was the one who helped the tech, there should be a regional manager you can contact. 

 

Backing out a prescription that has been filled doesn't take very long. They do have to manually count it back into their inventory, but honestly, that could have been done as soon as the other pharmacy notified them they were filling the rx. These are things that they have to do regularly. 

 

I don't think the second pharmacy did anything wrong. You asked them to fill the rx and they went about doing so. 

 

I think the part taking long is getting insurance to reverse whatever they had to reverse. So, it was already returned/cancelled/whatever at Pharmacy #1, but now Pharmacy #2 is waiting on the insurance reversal thing. I think. This is what they're telling me, anyway....I'm still on hold trying to find out if it's ready yet or not. 

 

But I'll be nice to them if it's not....sounds like you all mostly think they were fine not waiting on confirmation from me. 

[Daria]

oh, I totally understand Pharmacy #2 had to cancel in order for them to fill it -- I am upset that they didn't wait and give me the option to either, a, yes, do that, or b, Oh, sorry, I will go pick it up at Pharmacy #1 where I tried to pick it up in the first place. The further delay (they only tried to call me once, and I was literally there within 30-45 mins of their call), would have been worth it to verify that the customer did indeed prefer to wait an extra day vs. drive across the street. 

 

If I had any choice at all, I'd have done that. My understanding is that they had already cancelled it, so I was unable to do that, BUT the reversals hadn't (still haven't) gone through, so unable to fill it there as well. 

 

I will definitely make the dr. appts. sooner next month though, just in case. And I'm undecided whether I'll go back to Pharmacy #1 -- they were definitely more in the wrong, I think. 

 

I don't think Pharmacy #2 was in the wrong.  

 

I've gone to pick up medication in a similar situation, and the cancellation has gone through in minutes.  I imagine that Pharmacy #2 thought they'd have it filled by the time you returned.  

 

Pharmacy #1 definitely messed up.

[Paige]

I wouldn't complain to anyone and would chalk it up to things happen. If it were a life saving medication, I'd probably feel differently, but I'm guessing it's not. If it were, I think the pharmacy would also have been a little more careful and I'd probably have been more of a squeaky wheel to start.

 

We had a similar problem with what I suspect is a similar drug. I went to pick it up and was told this prescription had already been filled at a different pharmacy that we never had been to and picked up. I was confused since we literally came straight from the doctor's office. I called them, they called the pharmacy and after a few days it was worked out. No explanation was given, but since it worked out it's fine. 

[TechWife]

I think the part taking long is getting insurance to reverse whatever they had to reverse. So, it was already returned/cancelled/whatever at Pharmacy #1, but now Pharmacy #2 is waiting on the insurance reversal thing. I think. This is what they're telling me, anyway....I'm still on hold trying to find out if it's ready yet or not. 

 

But I'll be nice to them if it's not....sounds like you all mostly think they were fine not waiting on confirmation from me. 

 

Reversing the insurance claim is only a couple of keystrokes. It shouldn't have taken them long at all. 

 

Yes, pharmacy #2 was fine in not waiting on a confirmation from you. You asked them to fill the prescription and they carried out that instruction. 

[TheReader]

Okay, that makes sense, that they thought it would go through by the time I was there. I hadn't thought of that. 

 

Anyway, it finally cleared, so all is well and lesson learned. 

 

Thanks everyone!

[gardenmom5]

my dd is a pharmd - in case that prejudices anything.

 

#1 was the biggest mess-up, and it wasn't just any one person's error, but a series of errors made by multiple people.  #2 sounds like they were following proper procedure in cancelling the rx.  (it isn't just about the insurance, it's a controlled substance and there are strict federal laws to which they must adhere to keep their license.)

 

As frustrating as it is - I would give the benefit of the doubt the pharm tech @ #1 was new.  you said pharm #2 found the 30mg as a *generic*, not the brand.  it also sounds like the dr wrote for the brand, not the generic so the tech probably only looked at the brand availability.

 

I would speak to the lead pharmacist at pharmacy #1's location.  let them know what happened, that this meant your dd was without her meds for several days, and what you expect them to do about it.  IF the pharmacist brushes you off, then I would contact their corporate offices.

 

I would also suggest you try to swing having more than a day or two supply between renewal appointments.  that's cutting things too close for me.

[TechWife]

 

 

I would also suggest you try to swing having more than a day or two supply between renewal appointments.  that's cutting things too close for me.

 

The timing of the appointment isn't the issue. The doctor times the follow up appointments based upon medical necessity and prescribing laws. The timing of the refill is an issue, however that is mandated by law. There are many prescriptions that can't be filled early, no matter when you present the prescription. There is nothing the doctor, pharmacist or patient can do about it. It is what it is. 

 

I've been in this same boat before, so I understand. 

[TechWife]

 

#1 was the biggest mess-up, and it wasn't just any one person's error, but a series of errors made by multiple people.  #2 sounds like they were following proper procedure in cancelling the rx.  (it isn't just about the insurance, it's a controlled substance and there are strict federal laws to which they must adhere to keep their license.)

 

 

I agree. The biggest error was that they had filled the prescription but then couldn't find it when she went to pick it up. That should have set off several alarm bells with both the pharmacist and the tech. Losing an rx is a big deal. 

 

It isn't just about the insurance, but it also doesn't take very long to count one prescription back into your inventory. Both canceling an insurance claim and counting inventory are things pharmacies do all day long. 

[TheReader]

my dd is a pharmd - in case that prejudices anything.

 

#1 was the biggest mess-up, and it wasn't just any one person's error, but a series of errors made by multiple people.  #2 sounds like they were following proper procedure in cancelling the rx.  (it isn't just about the insurance, it's a controlled substance and there are strict federal laws to which they must adhere to keep their license.)

 

As frustrating as it is - I would give the benefit of the doubt the pharm tech @ #1 was new.  you said pharm #2 found the 30mg as a *generic*, not the brand.  it also sounds like the dr wrote for the brand, not the generic so the tech probably only looked at the brand availability.

 

I would speak to the lead pharmacist at pharmacy #1's location.  let them know what happened, that this meant your dd was without her meds for several days, and what you expect them to do about it.  IF the pharmacist brushes you off, then I would contact their corporate offices.

 

I would also suggest you try to swing having more than a day or two supply between renewal appointments.  that's cutting things too close for me.

 

re: the Pharm tech at place #1, she asked the pharmacist, who told her to look under the generics. And the pharmacist never actually looked up from what she was doing to ask/answer any further questions, at all. I may go back and talk to them, but given that the pharmacist was already unhelpful in the first place, I may just drop it. 

 

I will schedule follow-up visits with more time next time, just in case. 

The timing of the appointment isn't the issue. The doctor times the follow up appointments based upon medical necessity and prescribing laws. The timing of the refill is an issue, however that is mandated by law. There are many prescriptions that can't be filled early, no matter when you present the prescription. There is nothing the doctor, pharmacist or patient can do about it. It is what it is. 

 

I've been in this same boat before, so I understand. 

 

Sort of yes, sort of no. I can do blood work ahead of the appt with the doctor, which I didn't know as this is our first "refill" month. So they had to wait on bloodwork this time -- the appt was on Monday, the bloodwork came through on Weds, today we finally got the meds refilled on Friday, after running out on Thursday. So, I thought I had time, but I didn't know I could do the bloodwork early so it's ready by the time of the appt. Now I know, and will do so. 

 

But thank you for sticking up for me :) 

I agree. The biggest error was that they had filled the prescription but then couldn't find it when she went to pick it up. That should have set off several alarm bells with both the pharmacist and the tech. Losing an rx is a big deal. 

 

It isn't just about the insurance, but it also doesn't take very long to count one prescription back into your inventory. Both canceling an insurance claim and counting inventory are things pharmacies do all day long. 

 

Yes, the fact they could not find/did not take the time to actually look for the prescription in the first place is the part that irritates me/worries me the most. I don't know if I was too quick to pull out the paper prescription, when she first seemed to have trouble finding it, or what. At that point, she quit looking, saying there was nothing in the system. And it apparently didn't come up later on when she input his birthday to try to fill the paper Rx, either. 

 

I know for the cancel/recall/whatever, they had to wait on insurance and the drug company/supervisory program/thing, given the drug that it is. But the 2nd pharmacy was very helpful with all of it, and luckily it all worked out and is fine, and he has only missed today's morning dose so not too bad. I quit being annoyed with pharmacy #2 thanks to all of you, so I was pleasant when we picked it up, so that is good :) thanks!

[Tap]

I know you have already resolved the issue, but

 

 

1.  Check to see if pharmacy #1 has two files for the patient. The script could have been in one file, while they looked at another file. If it happens again that they can't find a script, ask them to search by date of birth and the minimum number of letters needed for the computer system.  It happens quite often that there are multiple files for the same patient for various reasons. A few reasons it happens.... Old computer systems that have been merged together, one company buying another company, variations on names (nick name vs given name), etc.  It happens all the time, especially with all of the electronic prescriptions that come in now.  If the name doesn't match exactly the files don't like. For example if you have a pharmacy file under Alexander Smith, and the doctor send a script at Alex Smith, and a different doctor has him as AJ Smith....the patient may have 3 separate files. (mini rant: NEVER use nicknames in medical files it creates problems)

 

2. If a pharmacy says they don't have a script that the doctor says they sent over....Ask the pharmacy they a have all the current prescriptions typed, or if there are any set aside waiting for clarification.  I have seen pharmacies that are 3 days behind on typing prescriptions.  If there was any kind of a question about the medication, it may be set aside in a problem area.  Even prescriptions that have been filled multiple times, can come through with an error or a new pharmacist may have a question, that a different pharmacist would have let pass by.

 

3. If it was a strength your son had had before, you can also ask that they check his file to verify that the strength does indeed exist. If they are not finding the file with that strength, then go back to my #1 listed above.  

 

 

 

Right now, while things are still fresh in everyone's minds, I would call pharmacy #1 and find out what happened.  Not to get anyone in trouble, but just so that you know how to prevent it in the future. 

 

 

 

[JFSinIL]

If you had always gotten the drug at #1, then they should have been able to fill it. I'd have pointed that out, and asked to speak to another person. At any rate, if you are a long time customer and always getting the same drug each month, don't they know you by now? My pharmacy will spot us two to three doses of a long-standing prescription if there is a problem so no doses are missed.

Edited June 11, 2016 by JFSinIL

[ThisIsTheDay]

I must be missing something. If one party were "in the wrong," I would think it would be you by not letting pharm #1 know you were canceling. By filling the updated script that was called in, they were doing exactly what they'd expect after telling you to call the doc to update the dosage. They didn't have any further info to go on and were doing their best to accommodate you.

 

But I don't think anyone was "in the wrong." Everyone was working to do their best to get the script filled quickly--you included.  Glad it all turned out with just one missed dose.