Wednesday, August 13, 2014

CVS and I at a Possibly Good Place Now

Every month I go to CVS to pick up my medications around the same date. 

For about six months every time I went it was always something. One of my meds had to be ordered but I received the message that my order was ready so when I went to pick them up, I was understandably irritated when I was told I would have to go back the next day to pick up that one.

There was a pharmacy crew that was loud, obnoxious talking among each other making their customers wait. Sometimes I would walk to the counter or drive up to the window and it took them forever to even acknowledge me. I timed it once and it was 10 minutes before I was even acknowledged and there was only 1 other customer.

A few times my family doctor would send a prescription 'electronically' and when I would get there 1/2 hour to an hour later I had to wait. 

Or sometimes the pharmacy would say they did not get the prescription yet but when I called the doctor's office they said they had sent it.

Sometimes my doctor would give me the prescription and when I went to fill it, they would ask me what time I would pick it up. Duh! Why do I have to come back to get my meds?Whatever happened to pharmacies filling prescriptions right then and there? I would have to wait for 1/2 hour-45 minutes after explaining to them that I lived 20 miles away and really didn't want to come back.

I would fill out the survey with my complaints. Nothing changed except a while later I noticed a few of the obnoxious employees gone.

A few weeks ago the crap hit the fan but it changed everything.

I went to my dermatologist and she said they would send the prescription electronically. It happened again, CVS said they hadn't received it yet. So it was merry go round again. A day later I got my medicine.

A week later my dermatologist had to change my meds so they said they would send it electronically. I waited an hour and called CVS. They said they didn't receive it yet. I called the dermatologist and the nurse said she had sent it.

I called CVS back and told them what the nurse said. The pharmacist assistant said, "Well we didn't get it. Give it more time." I thought a fax was supposed to be fast?

I was miserable and aggravated and needed the medicine. I waited for a few more hours, checking my CVS account online. Still no new prescription. I called the pharmacy again and she said they didn't receive it but she would call the office itself and see what was going on. I called the dermatologist and the nurse insisted she had sent it. I told her the pharmacy was going to call them.

Situations like that you really don't know who to believe. However, considering the history with CVS I sided with the doctor's office.

I waited for 2 hours and no response.

I decided to take a step to higher authority. I called the store's manager.  I let loose all the aggravation of all the other months' in addition to the present one. I told him I was at the verge of taking all my prescriptions letting him know it would be a monthly $1000+ out of his store and I would never recommend this pharmacy again.  He told me he would look into it and call me back.

However, a half hour later the PHARMACY manager called me back and angrily exclaimed, "YOU did not have to call the manager, I told you I would call the doctor's office!" Obviously, the store's manager got on her case. 

I retorted, "It was two hours ago and I'm still waiting." We bantered back and forth. I told her I couldn't believe she was doing this as a professional. I reiterated what I told her manager and all the previous problems.

She then said, "Well for your information, I talked to the nurse and she couldn't tell me what time she sent it because there was no time on the fax. So YOU are blaming the wrong people." I conceded that may be true but asked what did she suggest I do since I've been going in a circle with them and the doctor's office."

Never answering the question, changing her tone to defeat she said, "Anyway, I did get the prescription  and you can come get it in 20 minutes.

When I got there, I could tell there was tension but I was polite and thankful.

After that when I reorder my medicine they call me and tell me if one of my meds has a delay.
When I go pick up my meds, they are on the ball.

A month later when I went to follow-up with my dermatologist I gave her the scenario of the problem with the electronically prescription. I told her I would so rather her to just give me the prescription on the paper. She said it was not their protocol, all prescriptions have to go electronically. She also confessed they were having a problem with the fax at that time and it was probably their fault and apologized. But she offered to give me a copy of the prescription so if this happens again I'll have that to show them. 

She told me they would send the prescription since we were changing one. I thought here we go again. 

But get this! Before I got out of the parking lot, I received an automated phone call from CVS saying that my prescription was ready. Now that was fast! When I picked them up, they were ready and was given to me with a smile.

I don't know what happened behind the scenes but every time I reorder my meds online and they see it may take a day longer for one they immediately let me know. When they see me, they smile and are attentive.

At times I feel like a bitch or complainer but then why does it take an act of Congress to do something so simple. I know some people think I am a bitch or demanding.  Maybe I am sometimes. However, I always remember my dad telling me I will need to stand up for myself, speak up when I think something is not right and never let anyone walk all over me. 

At least I seemed to have learned at least one thing he has taught me.

One more little story for those who are not on Facebook.

Yesterday, I went to Murphy USA to get gas. As many times before the receipt did not print. I wonder why it is called "Pay at the Pump" when  you have to go and get the receipt.

Anyway, I politely and cheerfully requested my receipt and hinted the pump must be out of paper. The clerk sarcastically said, "No it is NOT out of paper, it is probably jammed!'

My instantaneous comeback was "Then unjam it."

She paused, stunned. Then gave me my receipt and I went along my merry way. I was so proud of myself for coming up with such a quick answer and stunned her to silence. One of my former coworkers and friend commented.: remember well little LISA and her temper. You're like a RATTLE SNAKE, ZAP, STRIKE, AND YOUR VICTIM IS STUNNED AND DONE. THE LOOK ON PEOPLES FACES, NOT EXPECTING IT. LMAO

Yep, don't mess with me! HA!

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