This came my way via the National Pain Report http://americannewsreport.com/nationalpainreport/
I support this group by managing a column “Ask the Pharmacist”
I’m hoping you can help me regarding the issues i’m having with the pharmacies. I had to move from Walgreens to CVS, because Walgreens ws basically complaining about the paperwork they had to fill out to fill my prescription. I called Walgreens Corporate and made a complaint and the pharmacy staff retaliated against me. Making me wait longer and longer, giving me issues, not refilling my meds etc..
Here is a letter I typed and mailed to CVS Caremark Corporate Office;
Here’s my story and experiences recently in the past few months with CVS. I moved from Walgreens to CVS, because Walgreens was complaining about the paperwork they had to fill out. I then made a complaint to Walgreen’s corporate office and went back another day and they treated me horribly, made me wait etc.. So, I move to CVS…. Here’s a formal letter I just mailed to CVS
CVS Caremark Corporation
One CVS Drive
Woonsocket, Rhode Island 02895
Reference to: CVS Store # 7003
7/14/2017
To whom it may concern:
I wish to complain about my most recent, unpleasant, and embarrassing visit to one of your CVS store pharmacies (Store # ###) that I visited on 6/26/2014.
I am complaining because the level of service each time I go in every month to get my prescription filled/refilled has degraded. Specifically on 6/26/2014, when your pharmacist T was given my paper prescription, because it’s a controlled C2 substance he was asked by the tech to see if they have this medication (that I get every month) in stock. Regardless of the excuses I’ve been given, ex; He is a temp pharmacist and goes around to different CVS stores to fill in. First, when he looked at prescription, then looked at me. He stated no we don’t have this, which is a lie, because I know it’s kept in stock. This is one of the reasons I moved from Walgreens to CVS. I informed T that he needs to take his key and open the safe and actually look. Comes to find out, which I already knew this, he did have the C-II medication . Then, after he finds the medicine he looks at me and states What are you getting treated for . Which until recently I found out to be a violation of HIPPA. So, I called CVS Corporate and expressed my concerns and filed a complaint. This complaint would be the fourth complaint I’ve made to CVS Corporate.
Here is the list of Reference numbers that Iíve kept to keep track of my complaints:
1. 7/2/2013 – REF# xxx-xxxx
2. 1/9/2014 – REF# xxx-xxxx
3. 6/18/2014 – REF # xxx-xxxx
4. 7/11/2014 – REF # xxx-xxxx
When I first learned of this specific problem regarding T bluntly lying to my face about not having a medicine in stock I spoke to the Store manager G, at Store # #### on 6/26/2014, at your company and was told she would inform her boss that she is been having a lot of trouble with their Temp Pharmacists G also took down my name and number. So far, I’ve been told by the customer service reps that take the complaints and provide the REF number that I would get a call from someone and this has still yet to happen. I feel that after the second, third, and when I spoke to G (store manager) that the pharmacy staff is revolting against me and my wait times, even when there are 2 souls waiting for their prescription are getting higher and higher. I hear them talk and look at me like I’m some drug addict and to everyone else during checkout they say have a great day, be well etc…. When I checkout, I’m just asked for my ID every time, and how I want to pay. I’m not stupid and know the pharmacy staff at store # #### hate me.
I believe that this behavior and response is unfair because, I feel CVS as a company has an obligation and by law to follow HIPPA laws which also ensuring that their customers are happy, and not treated in the manner that I’ve been experiencing. I would like a written statement explaining your company’s position and what you will do about my complaint.
I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 15-20 days, I will file complaints with the appropriate consumer agencies and consider my legal alternatives. Above are my reference numbers that contain documentation regarding my complaints and other information for your company to review.
I may be contacted at the above address/phone number.
Sincerely,
Who thinks that this store’s customer satisfaction score is going to “take a hit ” ?
Filed under: General Problems
A conversation between a pharmacist and a doctor(s) regarding a specific patients medication is not a HIPPA violation, The pharmacist is considered part of the healthcare team. A part of my asking the patient what he is taking it for is sometimes to determine the doctor hasn’t made an error in writing the RX (ie some same name meds are EAR drops and EYE drops) If I have a pain script from a dentist for someone on many pain meds already, I will call the dentist and the doctor and ask how to proceed and make sure all are on the same page. Avoids potential overdose. I always try to draw the patient away from other customers to speak with them. Maybe they already have the game plan worked out with all their healthcare providers in which case I don’t need to call. To me it’s important to coordiate care and being on the same page, save problems in the long run. In the case of the 180 Percocet (6/day) and 90 2 weeks later, I probably wouldn’t fill either due to the fact they are putting his liver at risk from the APAP. I bet if they ran AST, ALT, bilirubin and urobiliogen they would be elevated. And I’d ask for a copy of the labs. Unless we’re talking an end stage cancer patient…my only exception
I understand there are 2 sides to every story. But enough of the big chains have decided in many areas that filling CIIs is no longer their concern regardless of how regular the customer has been getting them in the past. IMHO. Maybe in patient’s area there are no other alternatives except big chains. In my hometown we have 2 independents, one no longer stocks Oxycodone and I dont know what other CIIs, the other is a small componding pharmacy, but I don’t know how much non compounding business he does as it is a new pharmacy. My town is pop. 70,000. At one time we had several independents. We have grocery chains. We are supposed to be one of the most trusted professions. With attitudes like this RPh telling her he doesn’t have it right off the bat without looking sure doesn’t help that rating.
But therein lies the problem. These pharmacies that claim we don’t carry this product anymore is an excuse. As a consumer I would make the pharmacy call my Treating physician, verify the script, and make them order the product for me. I believe them not doing that is against the law as well and their breaking ADA.
Please keep in mind that we are hearing only one side of the story. I’ve had to answer for a floater pharmacist in a similar situation. In my case, the argument and complaint made by the customer/patient TO ME was vastly different than the version told me to by a technician who witnessed the entire fiasco. My customer/patient very definitely exaggerated what was said, who said it, and how it was said. I think once we heard the story from the CVS pharmacists and technicians, it would tell a completely different story.
It is very unfortunate that this person has had these issues, but there are policies in place regarding controlled substances. And quite frankly, the pharmacist IS the last line of defense in protecting the patient. Asking about the condition was very appropriate for someone who didn’t know the patient.
With all the complaints this person has already made against CVS, one has to wonder WHY he/she continues to get medications there. If he/she lives in a town big enough to have a CVS and a Walgreens, I’m certain there are other choices for his/her business.
Demanding that CVS respond within a particular time frame “or else” is inappropriate. This is tantamount to a threat, and one that is made before CVS even has time to investigate it. Why, exactly, does he/she need to hear in 15-20 days? I’m not understanding the need for an immediate response given one of the complaints was from last January.
Amazing that the story is the same with CVS in Smyrna,Tennessee and I refuse to buy a coke from them any longer. Walgreens isn’t any better however. Wonder how long this discrimination will last? My dx-a few of them anyhow are on my prescription form. I did call CVS to ask about medication being ordered-told no problems. Got there and told they couldn’t. I had even wrote down the names. It is discrimination against the disabled.
I sure hope they do! How sad for this patient!
This man needs to get a life. If the patient won’t be honest with the pharmacist and tell him what he is using the med for then he needs to go away. That is not a violation of HIPPA.
According to the pt.. the discussion abt his disease issues was done in the presence of other pts/customers and was easily overheard by them.. So a HIPAA violation could have taken place …
“If the patient won’t be honest with the pharmacist and tell him what he is using the med for then he needs to go away.”
Stop Googling Me, I really hope you aren’t a pharmacist. This is a terrible attitude to have, and it would give all pharmacists a bad name.
Why is the particular reason for prescription important to you? This is something that the doctor has prescribed for a specific ailment. You are not a doctor, nor their doctor. Your job is to make sure that the pills are dispensed as ordered within the confines of the law. You also have a responsibility to make sure that other prescriptions will not interfere, or act adversely with this prescription. How does knowing the patients illnesses help you in any way?
If you want to be a doctor, go get a degree in medicine.
Jason, I hope you are no a pharmacist. Ever here of corresponding liability? It is the DEA law so it needs to be followed and puts fear into each pharmacists.
I had a situation where a man got 180 percocets (max 6/day) and 2 weeks later came back wanting 90 more (same MD). The MD office said they couldn’t tell why he needed more due to HIPPA. I said I am not filling – I am not a mindless drone. Who is liable when he OD’s? Do I want to stand in front of a jury and tell them I just looked the other way when I knew the patient was taking more than prescribed?
And yes, I am a well educated doctor of pharmacy. I am just tired of patients telling me how to run a pharmacy, people with limited understanding of the laws.
I understand your position on this story and I would not fill that prescription either because it was just to early to be refilled, but does’nt your computer tell you that anyways. But as a pharmacist it is against HIPPA/ADA that your company is flat out lying about what medications you have in stock esp when this customer had been going to you for awhile. If you had a “Red” flag issue then it’s your responsibility to call the treating physician and verify that information/prescription is correct with the Doctor. It is your responsibility to fill prescriptions period, but your profession and the 1000’s of other pharmacists out there are going to have some problems legally when it all comes out as many pharmacists out their had crossed the line and broken the law.