CVS Informative - Why Customer Service Is "Horrible"
VIRGINIA -- After looking at all the complaints on here, I want to make clear that despite what many people seem to think, pharmacy staff usually try their best to help all customers out. However working in an environment like CVS can drive anyone into a horrible mood.
Techs receive little to no training and they're expected to learn to locate and recognize drugs starting off first thing. They must generate prescriptions, take phone calls, fill prescriptions, and ring up customers and receive and enter prescriptions into the computer, but worst of all, CALL INSURANCE COMPANIES EVERY 20 MINUTES; and are usually doing two or three of these simultaneously. In addition, corporate heads purposely keep pharmacies short-staffed to lower costs, so there are never enough people working.
Usually we try to juggle everything and multi-task (which is the cause for some unintentional mistakes) but if even one problem comes up, everything is delayed. Most problems I've seen are due to insurance, but some people cannot seem to grasp that fact. I've had people scream at me because their insurance doesn't cover the drug their doctor wrote. In fact one lady accused me of trying to change her prescription so that I'll make more money. Newsflash!! I will make the measly $8.00 an hour no matter how much money CVS makes, so it makes no difference to me!
I think a lot of people don't even understand some basic things about insurance companies that may cause their prescriptions to be delyed:
1) Insurance will not cover certain drugs that are not on their approved list, instead they will give you an alternative which you can switch to. You will need a new prescription by your doctor for the other drug. You should probably take a look at that list someday...it comes in your mail. It'll save you the high blood pressure and us the headache.
2) If you only want that particular drug, your doctor will have to provide paperwork to your insurance saying that that drug is MEDICALLY NECESSARY and no substitute can be taken.This is called a Prior Authorization. The pharmacy will contact your doctor initially but after that it is your responsibility to follow up after 2-3 days. We get literally hundreds of these a day, and we always try calling you to let you know....if only you could give us the right phone number or pick up when we call, or maybe even listen to your voicemail?
3) Even if you are 1 day too early, your insurance may not cover your prescription until the supply you have at home (and whats entered into the computer) is finished. We know its stupid, but there's nothing we can do about that.
4) Sometimes the doctor writes the prescription for 90 days but the insurance will only approve a 30 day supply at a time. You will have to pay a copay each 30 days. The pharmacy has nothing to do with that, take your anger out at your insurance, not us poor souls.
Also, if you are a person who only wants or needs brand name drugs, make sure you make it crystal clear to your doctor or the pharmacist since many state laws require that unless the doctor has written on the prescription that you need brand name, you must be given generic.
If you want to fill more than 3 prescriptions, be prepared to wait more than 20 minutes. An please do not come in 5 minutes before closing time to fill your prescriptions RIGHT THEN.
If you are getting narcotics or controlled drugs, it will be x-rayed to insure its authenticity. We can lose our licenses over these since there are many many people who 'shop around' or even write fake prescriptions! Its happened at least 10 times in the last year in pharmacies I know!
And...if your doctor made a mistake on your prescription, we can't fill it. Blame it on the person who deserves it please.
Finally, remember that we are also human beings like you with lives and feelings and the ability to get tired or frustrated after (many of us) attending college for half the day and then coming straight to a pharmacy full of irritated customers to spend the other half, without a break, trying very hard to take all the bad attitudes, insults, and hissy-fits in stride without showing any emotion. Customers want the individualized care and attention to their particular situation and problems but they want it on demand. With 200 people, this creates all the problems.