CVS Vent and a Question

[Eeyores Butterfly]

I went to CVS today to pick up a prescription my doctor called in for me. They have never been particularly fast, but today took the cake. I waited close to 10 minutes in line with only 2 people ahead of me. When I got up there she did not have the prescription. She told me that it could be on the pharmacist's voicemail, and he would check it "in a while." I asked her to repeat for me how long it would be, and she said again, "in a while."

I took a seat and dug out my book. About 30 minutes later, I finally went up to the drop off window. I told them I wasn't trying to be rude, but I didn't want to wait an hour if they didn't even have the prescription. They looked for me, turns out they did not have a record of it. Seeing their filing system, I'm not confident that they didn't lose it. I took my items up to the front check out and talked to a manager there. At that point I was frustrated that it was 50 minutes just to find out they didn't even have my script. I explained that I knew it wasn't their fault if it had not been called in, but I didn't think it was right that I had to wait close to an hour when it wasn't even there. I also expressed concern that while waiting, I watched somebody bring back a prescription because they had sold her the wrong person's prescription! Aside from a major HIPAA violation, that is also very dangerous. What if that person had been visually challenged (it was an elderly woman) and did not realize it was the wrong script? That could have been a deadly mistake!

At this point I'm not sure what to do. I have several prescriptions on file, and it's going to be a PITA to transfer them to another pharmacy. Plus, there is one tech who is always super friendly, greets me by name as soon as I walk in, and she at least is prompt. There is another CVS down the street. I am thinking that if I still havce problems tomorrow, I will simply go there. I'm curious for those who shop CVS: Do you find this inefficiency (and incompetence) to be a problem? I think the biggest thing is that they are simply understaffed. I'm wondering if this is a problem across the chain or if it is just our store.

 

[kwelch10377]

I have always used CVS and have never had a problem. There is sometimes a long line to pickup, but they usually have everyone that they can trying to get the line down. My RXs are on auto refill so they are ready at the same time each month and I don't have to wait for them to be filled. Even when my mom had to get a RX after I had my gallbladder surgery she was amazed that they filled it so fast, she thought she was going to have to drop it off and come back, but it only took about 5 minutes. This is also always a busy CVS bc of the location.

 

[sunshine1178]

Sounds like my small town pharmacy. Maybe pharmacies in general are under staffed?

 

[Handbag Lady]

I had to switch from CVS to Walgreens because of their wait times and Rx policies.

The wait at my local CVS was up to 30 minutes sometimes, just waiting in line to pick-up a refill. I don't have time for that, but they were nice so I just kept going because I thought it would be hard to change.

The "straw" that changed my mind was when I went in to get a refill in my b/c pills. After a long wait they handed it to me and it felt the same but since it was in a white bag, I didn't actually look at it until I went home. It was the wrong case and the wrong name on the Rx. My name was right, it was a different named drug.

Back I go, and waited in the very long line again. I showed them what I got and they told me it was right. Again, I explained the name was wrong, the packaging was wrong...they interrupted me and told me they decided to change the drug on their own. They told me it was the same as what I normally get, only it was a different generic brand with different packaging that is cheaper to make. And harder to use, if I may add.

Would you think they could have told me that the first time when I picked it up? Did they think I wouldn't notice or care? It turns out it is their policy to switch generics without telling people. The kicker is that the lady there told me that a lot of people were complaining. (Well, now, THERE'S a clue that maybe you should tell people.)

Granted, I COULD have looked inside of the white paper bag, but the rectangle of pills felt the same as usual, so I didn't think anything about it.

I switched pharmacies and now go to the place that uses the drug my doctor prescribed.

 

[DisneyFirefly]

I also expressed concern that while waiting, I watched somebody bring back a prescription because they had sold her the wrong person's prescription! Aside from a major HIPAA violation, that is also very dangerous. What if that person had been visually challenged (it was an elderly woman) and did not realize it was the wrong script? That could have been a deadly mistake!

I would definitely call the state about that. As you said, that's a major HIPAA violation and a potentially fatal or otherwise disastrous error. It's been documented that pharmacies give the wrong medication to the wrong person and have caused death or other serious medical problems. I remember seeing a 20/20 (I think?) report on it about a year or so ago, and they interviewed the family of a little girl who suffered severe brain damage after being given the wrong medication by the pharmacy tech.

 

[Eeyores Butterfly]

I called my doctor, they definitely called it in yesterday, which means CVS lost the prescription. They supposedly have it today and it will be ready for me when I get there later tonight. I asked my school nurse who the reporting agency is, and she suggested the department of health and senior services. I will be transferring my business to the other CVS in town. This level of incompetence is unacceptable.

 

[RitaE]

I have used a CVS once and let's just say it was not a happy experience. I've never been back.

As far as switching prescriptions to a new pharmacy it isn't nearly as difficult as you think. We switch between Walgreens and WalMart all the time. I do it online but I'm sure if you called or went in they'd be happy to walk you through it.

Basically you just take your old bottle or paperwork and tell them what you need - and they call the old pharmacy for you and get the prescription switched to their system.

 

[momrek06]

Do you use CVS.com for your prescriptions and refills? I just moved from the OC to San Deigo. All my prescriptions were at CVS in the OC. We have brand new insurance in SD and CVS is not one of the pharmacies with our new insurance.

After researching the "new" pharmacies for me in my new area, I just transferred all the prescriptions from CVS to my new pharmacy ALL ONLINE! Very easy to do.

You can do that yourself, (even though you are not moving) . Pick another pharmacy in your network and transfer the scripts over to the new pharmacy's website.

HTH!

 

[The Mystery Machine]

I have a choice to get my maintenance meds there now and so I got my dd's meds there a couple of months ago.

Yea, they are SLOW. I mean I guess I understand if they were jam packed but hello.... there were maybe a few customers in there.

I normally go to Walgreens, which is 2 minutes away. Very easy to drop off the script or pick it up there. AND they have the most wonderful workers at that store (front end/floor). They are older ladies and they are SOOO nice and helpful.

It makes going there enjoyable. It is always packed.

 

[Heidict]

I have used CVS a few different times, all at a different location. Once, it was Thanksgiving evening and that one took 10 minutes to fill.

The others took an hour on prescriptions that I had brought in and about 30 minutes if I'm getting there straight from the doctors office and after it had been phoned in.

 

[Eeyores Butterfly]

Other than the slowness, they've always been very nice, and I do like CVS over Walgreens. It just seems cleaner and I like the new extra care for diabetes.

I just got off the phone with the corporate customer service since the manager did not seem to take things seriously. She told me she is going to talk to the area supervisor ASAP. I'm still contacting the state, but I was happy with the outcome. If nothing else, I won't feel comfortable going there because they know me by name and know that I raised a stink about the situation. There is another CVS in my town, and that is where I will be going from now on. If I have problems there, then I will switch to Walgreens.

 

[Eeyores Butterfly]

I have filled out the form on the state Department of Pharmacy website. I will be printing it out and sending it. This is a rough draft. I am going tonight to pick up the prescription and will be trying to get names of the specific pharamcists and techs involved in the incident. They asked for specific details. Please let me know if there is anything you would change. I am also asking my doctor's office if they have a copy of the script sent in on Monday that I can include in the complaint.

I went to the CVS at ***********on May 17, 2010 at approximately 5:00pm to obtain a prescription for a 5 day course of Prednisone that had been sent in by my doctor at approximately 2:00pm that same day. After waiting 10 minutes in line, I was told that they had no record of the prescription. The woman at the counter (older woman with dark blonde hair) told me that the pharmacist had not yet checked his voicemail and would do so "in a little while." I asked her to repeat how long it would take, and she told me again, "in a little awhile." I sat down and waited for approximately 30 minutes. While waiting, I saw an elderly woman with a broken left foot bring in a prescription bag. She stated that they had sold her another person's prescription. Her prescription was for Klonopin. They told her her prescription was out of refills and they had sold her another person's prescription by mistake. Within a few minutes, they told her they found the refill order and it would be thirty minutes before her script was ready.

At 5:40, I returned to the Drop-Off window. I stated, "I'm not trying to be rude, but I was told that they needed to check their voicemail for my prescription. Could you check it? I don't want to wait an hour if you don't have my prescription." The woman at the counter pulled a disorganized stack of papers and was unable to find prescription. I complained to the manager about waiting 50 minutes when they did not have a record of my prescription. He went back and looked and was also unable to find it.

I called my doctor on May 18, 2010 to request the prescription be re-sent. I was told that they had indeed sent the prescription on May 17, 2010. The pharmacy had lost the prescription. The prescription was called in for a second time on May 18. At the time of this complaint (7:20pm May 18), the prescription has not yet been received. CVS Corporate Customer Service was contacted at 6:50pm on May 18, 2010 with the promise that the area supervisor would immediately address concerns over the disorganization of the pharmacy, selling customers other customers' prescriptions, and the misplacement of customers' prescriptions.

 

[BellePrincessBelle]

CVS is the worst. I refuse to use them to fill my scripts anymore. I'd actually rather go with out than use them.

 

[Eeyores Butterfly]

I finally picked it up! There were three people there when I got there. Two had been called saying scripts were ready that were not. One has to pick it up tomorrow, and one they told him his insurance denied it- but they called and told him it was ready! I think the most irksome thing is that the manager seemed absolutely unconcerned about the disorganization. I spoke with him tonight to get his name and inform him that i will be filing a complaint.

I have updated the complaint with the new information. I am going to talk to the doctor's office tomorrow about getting some kind of written evidence of the script being sent in and then I will mail the complaint:

I went to the CVS at *** on May 17, 2010 at approximately 5:00pm to obtain a prescription for a 5 day course of Prednisone that had been sent in by my doctor at approximately 2:00pm that same day. After waiting 10 minutes in line, I was told that they had no record of the prescription. R***. told me that the pharmacist, H***, had not yet checked his voicemail and would do so "in a little while." I asked her to repeat how long it would take, and she told me again, "in a little while." I sat down and waited for approximately 30 minutes. While waiting, I saw an elderly woman with a broken left foot bring in a prescription bag. She stated that they had sold her another person's prescription. Her prescription was for Klonopin. They told her her prescription was out of refills and they had sold her another person's prescription by mistake. Within a few minutes, they told her they found the refill order and it would be thirty minutes before her script was ready.

At 5:40, I returned to the Drop-Off window where I spoke with M***. I stated, "I'm not trying to be rude, but I was told that they needed to check their voicemail for my prescription. Could you check it? I don't want to wait an hour if you don't have my prescription." M*** pulled out a disorganized stack of papers and was unable to find prescription. I complained to the manager, P***, about waiting 50 minutes when they did not have a record of my prescription. He went back and looked and was also unable to find it. I also spoke to P*** about the elderly woman who had been sold the wrong person's prescription. I expressed my concern that this was both a HIPAA and safety violation. P*** appeared to be unconcerned about the error stating that it was simply a mistake.

I called my doctor on May 18, 2010 to request the prescription be re-sent. I was told that they had indeed sent the prescription on May 17, 2010. The pharmacy had lost the prescription. The prescription was called in for a second time on May 18. The prescription for 10 20 mg tablets of Prednisone (Prescription number ****) was picked up at 9:00pm on May 18 . CVS Corporate Customer Service was contacted at 6:50pm on May 18, 2010 with the promise that the area supervisor would immediately address concerns over the disorganization of the pharmacy, selling customers other customers' prescriptions, and the misplacement of customers' prescriptions.

 

[luvthatdisney]

I guess I am in the minority of people that are pleased with their CVS. We have used them for years and have only had to wait a few times, usually when the flu or other illnesses are going around and there is an influx of prescriptions. I have one prescription filled at Wal-mart and they are 100% worse than CVS (at least for me) waiting 10 people deep and only having 1 register open. I am planning on moving that prescription to our CVS this month, keep meaning to and forgetting

This past Saturday we stopped by our CVS to pick up some auto-fill scripts for DH and he has one we did not set up with the auto-fill and forgot to call in, the Pharmacist told us to wait a minute and she came back with that script filled for us. And we were at the drive through window

I do agree if I saw the wrong prescription given to someone I would call the State as well. As awful as it is, we are only human and mistakes will be made, it is just inevitable. But as long as human hands touch the process you run the risk of these errors. Thank goodness that person saw the mistake or it could have turned out much much worse

At our local CVS the Pharmacist is the one "responsible" for the actions in the pharmacy not the store manager - at least that is how it is at our store. I am a diehard CVS couponer and I am in the store alot, so I have learned that over the years.

 

[Eeyores Butterfly]

Like I said, I will just simply go to the other one in town now. The pharmacists have always been very polite to me. One knows me by name and gets my script as soon as she sees me walk in. But I no longer have confidence in this store, so I will be going to the other one. I do like their new Extra Care Advantage for diabetics and plan to enroll in that the next time I am in a store.

 

[bumbershoot]

"At this point I'm not sure what to do. I have several prescriptions on file, and it's going to be a PITA to transfer them to another pharmacy."

As you need things, just have your doctor call in the prescriptions to the new pharmacy of choice. Doesn't seem that much of a pain.

 

[DVC~OKW~96]

I will not use CVS for prescriptions and will only shop there if there is no other alternative.

Their shoddy pharmaceutical control is one reason. Their low quality pharmacists are another. Their frequent errors, and their frequent switching of meds without consent are others.

I use Publix pharmacy now and have had no problems what so ever. Changing pharmacies was not a problem at all. Quite easy in fact.

I do not like CVS's hiring practices, or their corporate policy on other issues.

I'm sure my lack of business matters not at all to them, but my not shopping there matters a great deal to me. So I don't!