I have no complaint, but reading some of these complaints is just irritating. I do not work for Walmart but I have worked for several other pharmacy chains so I understand what the pharmacy is experiencing.
Many complaints are accurate and should not be happening. A mis-fill is something to be upset about, I assure you. It is no small matter and can be life threatening. However, I see so many people complaining about wait times. In the society we live in, everyone wants it now. People expect to drop off their prescriptions and for us to ask, "Would you like fries with that?" and for the order to be done when they get to the next window. I agree that some of the wait time stories here are absurd, but you cannot predict what will happen in the pharmacy.
I'm assuming most of you have jobs. Those that have jobs in the customer service field have probably had one of those "customers" who will drain you of all the time they can. The will keep you for 30 minutes, asking you questions. If this person being occupied is the pharmacist, guess what? No prescriptions are getting filled. It is against the law for technicians to actually complete prescription verification. So yes, we may have told you 30 minutes but that was before another customer started talking with the pharmacist for 30 minutes about how they are having an adverse reaction to their medication.
Another thing about waiting, just because no one is in the waiting area does not mean no one is waiting. For example, this pharmacy is Wal-mart. You have 10,000+ items you can be looking at while waiting on your prescriptions. Why do you think Wal-Mart offers prescriptions so cheap? They give away medication for virtually lower cost because they want you to be in there, buying their other merchandise!
I get complaints all the time about insurance not covering their medication. Sorry, that is not our fault. Talk to your insurance company. They are the ones getting kickbacks from drug companies for making sure their drug is getting dispensed. Do you think you see any of that money? Nope, not one red cent. So, don't complaining to us or look at us like we are aliens when we tell you your medication isn't covered.
That is another time-sink we get sucked into instead of getting prescriptions ready for other patients. We are listening to you argue with us about your medication costs. Bottom line, medication doesn't appear out of thin air. It costs millions of dollars to research and test, which over the years is happening, and there is no profit. They need to make their money back so yes, this is expensive! That's why generics are so important. Yes, pharmacies do make their money off of generic drugs. They are doing this because the cost of the generic doesn't include research, just the cost of the medication.
I recall a situation I had at my pharmacy a few years back. I was working and I had a customer come up to me and drop off a pain medication that he just received from a dentist appointment. He told me how much pain he was in and that he needed it done as soon as possible. I told him it would be 15 minutes. He said, "That long? I'm in a lot of pain." I said "Yes, it takes time to safely get your order ready. I will have it out as soon as I can." He then said again how much pain he was in and said he would appreciate it if I got it out quickly because he was in so much pain and he kept talking about his procedure and what happened during that time causing him to be in so much pain.
The whole time I'm thinking, if he is in so much pain and just came from a dentist, why is he talking so much? I finally cut him off, which if you are were to complain you would think is rude, to tell him, "You keep talking about how you want this to get done quickly, but you keep talking to me so I can't work on your prescription." He then proceeded to the waiting area and sat quietly. Prescription was finished in about 10 minutes.
I am so overwhelmed by some of the stupid things patients do. I understand that you have not worked in pharmacy but that means you should not assume you know what goes on back there. We are not frying hamburgers;, we are dealing with lives. Have I been involved in mis-fills? Yes, I have. Nowadays, the companies are more concerned about making a profit that they cut the hours of their pharmacy staff without concern for their employees or their patients. This causes mistakes to happen because you have that person in the waiting area staring at you, arms crossed, and pissed because it has been 20 minutes and you want to get home to watch your TV shows and you waited until you ran out of your medication to come in and ask for a refill instead of calling 3 days in advance!
I've worked in a pharmacy where I have had a pharmacist break down and start crying. Do you think the 10 people that were out there in the waiting area cared? No, I worked right next to Disney World and we had a ton of stupid tourists that were so worried about remembering their swimsuits that they forgot their medications. Then, they get upset because the 7 tablets they need to get them home will cost them $75.00 because their insurance won't pay for their medicine since it was just filled last week. Don't try to blame the pharmacy for your own faults. We can only do so much.
I had a patient once who had never been to our pharmacy before. This patient called and asked for a transfer to be done on her asthma inhaler. I could tell something was wrong with her already, she was gasping for breath as I was talking to her. My pharmacist called her pharmacy and got the transfer, and the pharmacist at the other pharmacy warned us about this patient. Shortly after getting the transfer, the patient came in. We were still working on her order but she was having an asthma attack.
We finished her order in less than 2 minutes and were ringing her up at the register. The first credit card was declined. Other customers decided to join the patient's side, saying she needs her inhaler and to give it to her and then she can pay! Reluctantly, we gave the inhaler to the patient to use. After sitting for about 5 minutes, she came back up and the 2nd credit card was also declined. We asked for any other method of payment, and she said she has nothing else to pay with and she would have to return later to buy it. She never came back. Another pharmacy called us later that week to transfer the inhaler out, a different one than before. This is stuff that we deal with!
Believe me when I tell you as a pharmacy technician myself, we would love that there would be no problems with your insurance! We would love for your doctors to call in your refills in less than 2 days! We would love nothing more than to just give you your order so you can leave and we can help the next patient! What most of you expect is ludicrous and not going to happen. Someone said in one of their posts, "What happened to the customer is always right?" This is not true in pharmacy and never will be. Laws see to that. Every day, I have at least one person wanting me to break the law in some way because they are too lazy to do what they need to do.
I have had patients ask me to contact their doctors for refills ever after the doctor has denied it because they say, "Going to the doctor doesn't fit into my schedule." I wish I could say that about my medicine! I now am working in a specialty pharmacy where I don't have to deal with 95% of the issues I have had to deal with in the past, mostly because dealing with you nut-jobs caused me to have a nervous breakdown and severe panic disorder. I was a district employee for one of the largest chain pharmacies in America and was a trainer for 2 years. I know almost all there is to know about pharmacy.
You are here complaining about Walmart's service, however, you complain about prices at other pharmacy chains. Where do you think the phrase, "You get what you pay for," comes from?
Please save yourself some time. This is important information and if you paid attention to anything, pay attention to this! Read your prescription bottles! They have very important information on them! If the bottle says, "Take 1 tablet once daily," then you take 1 tablet once daily. If the doctor told you something else, call the pharmacy! Check the directions! If we say the prescription was filled correctly, don't assume that that is still right. Call the doctor, verify the dose with them. If they want you taking more, then they need to call us to correct the prescription.
Also, don't expect the pharmacy to fix the doctor's mistake. If the doctor calls in the wrong medication for you and you pick it up, don't ask for a refund! It is not our fault your doctor messed up! Federal law prohibits the use of any prescription medication that leaves the filling facility to another patient - translated, gets thrown away. The bottle of most companies also tells you what the pills should look like. You know you are taking Nexium 40 mg. Now, does the bottle say Nexium 40 mg? Yes? Good. Now, there is a description of the pills listed on the bottle, usually color and the markings on it, plus sometimes the shape. Does the pill match what the description says? No? Call the pharmacy! We messed up!
These tools are here in case of human error. Pharmacists do not want to mess up but sometimes it does happen. No one is perfect. I'm not, and you're not. Only God is perfect. If you can tell me you have never made a mistake, then you are a liar. Pharmacists generally check, depending on the location, up to 500 prescriptions a day. That means, in the 600 minutes they work (10 hour day), they are checking 500 prescriptions in that time frame. Also, taking doctor's calls, transfers to and from other pharmacies, and counseling patients, all which are illegal to do for technicians, at least in the state of Florida.
During this time, many do not get to eat lunch. If they do, they eat while standing trying to fill prescriptions for people staring at them wondering why they are eating and not filling their prescriptions. Too many people have become relaxed with the knowledge of their medicine. Please take some responsibility and know what you are taking! So many people say, "I need all my medicine filled. No, I don't know what I'm taking just fill everything" or "I take that because the doctor told me to. I don't know what it's for." This is important information to know! You are responsible for knowing your own health, not the pharmacy.
In addition to what I just said, there was a comment about how a patient caught a medicine that was filled for one medication that was not covered and a new medication that the doctor called in and both were dispensed. Thankfully, the patient's caregiver knew what they were on and knew that there was a problem. Every patient is different. Some patients need multiple medications to get to their goals, example being maybe the doctor wants a patient to be on 10 mg Amlodipine and 80 mg Benazepril. Well, this medication comes multiple ways, including a combination medication, Lotrel. However, the highest strength there happens to be Lotrel 10/40 (10 mg Amlodipine, 40 mg Benazepril). The doctor then also prescribes Benazepril 40 mg.
This brings you to your dose of 10/80. We'll use this same scenario but in a different way. Your doctor calls in Lotrel 10/40. Later that day, your doctor realizes that they made a mistake, calls you and tells you that they do not want you to take Lotrel 10/40 so they will be calling in only Benazepril 40 mg to your pharmacy. Keep in mind, the doctor has already called in your Lotrel 10/40. He now calls in your benazepril 40 mg but doesn't tell us that he is cancelling your Lotrel 10/40. So what happens is both get filled. Now, your doctor told you to only take Benazepril 40 mg, instead you are taking Lotrel 10/40 plus the Benazepril 40 mg, getting an additional medication plus double the dose of what the doctor wants you to have. We have no idea what the doctor wants you on. The doctor tells us what you should be on and we fill the order for you!