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Posted on 2/19/18 at 3:06 pm to Funky Tide 8
I call on 2 Walgreens and 4 CVS stores. They're severely understaffed throughout the whole store, but especially the pharmacy. To the point where the store managers are sometimes back there helping out. These are in small towns where there's only one Walgreens or CVS there or one Walmart or one brookshires. Not many options so they get busy as hell.
Posted on 2/19/18 at 3:18 pm to TH03
quote:
I’m married to a pharmacist. They hate the drive thru. They don’t have the staff to man them at the big chains. Yet corporate makes them have not just one but 2 lanes open.
It's really insane. I never go through the drive-thru at my pharmacy, I just go in because I feel bad. They'll have 2-3 people max working in there trying to deal with issues by phone, fill scripts by drive-thru, and man the counter with 5 people waiting in line.
Big retail chains are horrid.
Posted on 2/19/18 at 3:21 pm to scottfruget
quote:
Worst places ever. How can you know ahead of time what I’m here for and still not have it ready or some issue about it you could have called and cleared up?!
Oh look, someone thinks they're the only person getting meds filled at that pharmacy.
Posted on 2/19/18 at 3:22 pm to MSMHater
quote:
The American medical patient, ladies and gentlemen.
What? If anything this is a failure on the store's ERP system, and the expectation it gives the customer.
They've all but told you the best way to get up to date information, fill your prescriptions, etc. is via their app and to get phone updates when ready. Is it wrong of him to expect the item to be ready when he gets there given the information provided?
Posted on 2/19/18 at 3:24 pm to Funky Tide 8
Unfortunately I am not clueless about customer service and running a successful business. That is what these people are supposed to be doing. Their business just happens to be filling prescriptions. I love that everyone who is related to medicine thinks that basic rules of customer service and decency don’t apply to them. Doctors make appointments only to keep you waiting and pharmacists gripe because their big chain bosses won’t hire enough people to keep them from having to do work themselves. Find a new job if you can’t do it well or leave for a better.
I for one will be taking my business to a new local pharmacy that just opened per the advice of this thread and hope enough do so that these bastions of crappy service can go out of business. /rant
I for one will be taking my business to a new local pharmacy that just opened per the advice of this thread and hope enough do so that these bastions of crappy service can go out of business. /rant
Posted on 2/19/18 at 3:25 pm to CockyTime
It's a pharmacy not a McDonalds. Walk in.
Posted on 2/19/18 at 3:26 pm to Golfer
My wife—no pics—called and gave new insurance info to CVS to ensure they could fill her prescription. She then got a call that medicine was ready. We get there and they don’t have the insurance information. Give it to them and they say it will be thirty minutes while they reprocess. That is poor customer service. No way around it
Posted on 2/19/18 at 3:28 pm to CockyTime
mine delivers... 
Posted on 2/19/18 at 3:29 pm to CockyTime
Never had to wait a long time, but they definitely look like I'm a major inconvenience to them. I sometimes feel like I'm talking to my teenage-angst riddled niece.
Posted on 2/19/18 at 3:29 pm to scottfruget
quote:
Unfortunately I am not clueless about customer service and running a successful business. That is what these people are supposed to be doing. Their business just happens to be filling prescriptions. I love that everyone who is related to medicine thinks that basic rules of customer service and decency don’t apply to them. Doctors make appointments only to keep you waiting and pharmacists gripe because their big chain bosses won’t hire enough people to keep them from having to do work themselves. Find a new job if you can’t do it well or leave for a better.
I'm tired of these entitled millennials wanting everything on the spot.
Posted on 2/19/18 at 3:32 pm to Golfer
quote:
Is it wrong of him to expect the item to be ready when he gets there given the information provided?
Was a letter wrong on the name? A number missing from the subscriber ID? Correct group number? active coverage? No benefit information available.
Was all the prescribing info correct? Dosage? Are generics allowed? Was a PA obtained? What was the prescribing docs NPI?
There is so much detail that goes into satisfying the regulatory requirements to deliver any form of healthcare in this country, that, yes, it is unreasonable to consider your healthcare "shopping" experience to be like Burger King where you always have your way every time.
Consider a diabetic with a MCR primary and BCBS secondary insurance. There are 4-5 separate entities that all have to be on the exact same page for the medication to be dispensed without increased liability or regulatory non-compliance for the involved entities. The patient, the pharmacist, the prescribing doc, CMS, and BCBS all need to have the exact same info and understand the benefits before that patient arrives making demands. We have simplified shite the best we can, but all this shite is extremely burdensome and time consuming. And the volume of demand far exceeds the available and competent labor supply.
This post was edited on 2/19/18 at 3:35 pm
Posted on 2/19/18 at 3:34 pm to MSMHater
quote:
Was a letter wrong on the name? A number missing from the subscriber ID? Correct group number? active coverage? No benefit information available.
Was all the prescribing info correct? Dosage? Are generics allowed? Was a PA obtained? What was the prescribing docs NPI?
There is so much detail that goes into satisfying the regulatory requirements to deliver any form of healthcare in this country, that, yes, it is unreasonable to consider your healthcare "shopping" experience to be like Burger King where you always have your way every time.
Then the ERP system shouldn't have told him the script was ready. That's the issue here.
Posted on 2/19/18 at 3:38 pm to MSMHater
It was a refill from the app of a current prescription. Real cliffhanger. Sure it stumped them.
Posted on 2/19/18 at 3:40 pm to MSMHater
What does this have to do with telling me it’s ready and actually having ready? Hell dominos can get the tracker right and tell you the pizza is out of the oven. If you text or call to say it’s ready, it should be a simple transaction.
Posted on 2/19/18 at 3:41 pm to MSMHater
So you admit pharmacies suck.
Posted on 2/19/18 at 3:43 pm to HogX
Entitled to expect that if you say it ready for pickup it is ready? Yeah that is the definition of entitlement there.
I have never dropped off and sat around waiting. I drop off and then come back when I am updated by app or text or email that my prescription is ready. So yeah, I expect it to be ready.
I have never dropped off and sat around waiting. I drop off and then come back when I am updated by app or text or email that my prescription is ready. So yeah, I expect it to be ready.
Posted on 2/19/18 at 3:44 pm to MSMHater
quote:
Consider a diabetic with a MCR primary and BCBS secondary insurance. There are 4-5 separate entities that all have to be on the exact same page for the medication to be dispensed without increased liability or regulatory non-compliance for the involved entities. The patient, the pharmacist, the prescribing doc, CMS, and BCBS all need to have the exact same info and understand the benefits before that patient arrives making demands. We have simplified shite the best we can, but all this shite is extremely burdensome and time consuming. And the volume of demand far exceeds the available and competent labor supply.
So why would the pharmacy say it's ready before all of this is done?
Posted on 2/19/18 at 3:46 pm to scottfruget
quote:
So you admit pharmacies suck.
Sure.
Our entire system generally sucks. From the people like me who have to figure out how to guide patients through this maze of regulation, to the pissed off patients who have to navigate it, to the docs and pharmacists who have to deal with both. We are all getting screwed. And the noticeable decrease in medical customer service is a by product.
It is possible that something could have changed from the time you received your text and the time you arrived. But it is ONLY possible b/c of how fragmented the system is in the first place. Maybe your particular pharmacist was incompetent. But your complaint is said on a daily basis in physician offices all over the country, and it triggered me...sorry.
This post was edited on 2/19/18 at 3:48 pm
Posted on 2/19/18 at 3:46 pm to CockyTime
If there is a line at the drive-thru I go in. If the inside is full I go though the drive-thru.
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