NOVATO, CALIFORNIA -- I recently returned from Mexico and fell quite ill. I went to the emergency room and spent two days there. Upon my release I was given two prescriptions (one for vomiting and one for pain). My husband dropped off the prescription for me at the pharmacy because I was unable to. Several hours later he returned to pick up the prescription. He thought it was odd that the girl made him sign for two prescriptions when he only received one but since he never takes medicine (including Tylenol) he thought that was just how it was done. The next day I asked him for the pain medication as I was in a lot of pain. He said he never got it.
So I went down to the pharmacy to see if it had been left behind on mistake. They said he signed for it and they gave it to him. I know my husband and know that he did not take the prescription. I asked that they look around for it. They said they had and it wasn't there and I should go speak to my husband. I called him on the spot and he swore that he never got it. So I then asked them to request a refill to my regular doctor who prescribes my pain medicine. In the meantime I asked the store manager to review the surveillance tapes and check to see if two prescriptions were put in the bag. He said it wasn't easy to clearly see and that he "thinks" two were put in the bag.
At this point I have to believe that the prescription was dropped between the store, the car, and our front door. I was a little irritated that I spend 4 plus dollars on a prescription that I never received but if that was the worst thing to happen to me that day I would be OK. I had let the whole incident go until I called the pharmacy to see if my regular prescription I had requested for refill was ready and they told it me it was declined. I learned that the pharmacy tech had not put the request for refill but rather notified my doctor the doctor that "I had sought drugs in the ER and was trying to obtain more drugs than I should." Needless to say the doctor declined my refill request and asked that I come in to see him.
After meeting with the doctor and explaining to him what occurred he seemed to understand as long as I agreed to take a urine test. He offered to refill my same prescription but I have been so traumatized by the accusation that I was drug seeking that I told him I would prefer not to take that medicine and wanted to try something else. He had no problem with that. How could a pharmacy I have worked with for 20 years and spend over $1000 a month on prescriptions slander my name like this? How could the technician have such a negative and bitter attitude to assume that a patient is trying to deceive her.
I have spoken to other members in the pharmacy that thought her actions will unjust and they apologized. I personally think she needs some additional training or time off so she can better do her job and fill prescriptions for those who are ill and hurt and not look at everyone who has an ailment as a criminal or drug seeker. I have always been willing to pay more because of the service and friendly staff but now I am thinking that I can't do business with someone who doesn't trust me. The worst thing is that I am afraid to change my pharmacy as I am sure they will report me for trying get drugs at other stores. I am a prisoner to the pharmacy and I hate it.
I've been working at a Longs Pharmacy (Soon to be CVS) for over 4 years now. I could write a book about how many times a customer has complained about something that is out of our control. Insurance is my number one annoyance. Do customers not understand that no pharmacy MUST bill your insurance? We do it as a courtesy.
We are NOT required to manage your insurance. It is not our job to find out what your coverage is or what your insurance information is or why your prescription costs so much/isn't covered. We do this is a service. Sometimes we don't have time so we ask you to do it. This is not because we're being lazy, etc. It's actually your responsibility to begin with. When did your lack of planning become my responsibility? I know I sound like a jerk and I'm sorry for being bitter. Just know that if you handle a situation nicely, your clerk/tech/pharmacist will most likely do whatever they can to help you. And if you don't treat them well, they won't go out of their way then or in the future.