The Life and Times of a Cynical Bitch (bitchness) wrote in bad_service,
The Life and Times of a Cynical Bitch
bitchness
bad_service

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Pharmacies

Jesus I hate pharmacies. I realize that it's not an easy job, I realize that sometimes it takes time to get a prescription filled. But I dropped off those two prescriptions for my daughter yesterday, and I should either have had them by now or been told when I would have them.

I also realize that they require authorization, but I have no idea how long that takes here, when I worked for a doctor's office I could usually get authorization, even from the worst insurance companies, within an hour or so. Yesterday at 1pm when I dropped them off the girl at the counter told me it would be about 2 hours. So I went home, and called the pharmacy 2 hours later. They informed me that there was an issue with the insurance company (requiring authorization, I was aware of that before I dropped them off, I thought they would be as well), and that they had faxed paperwork to the prescribing doctor and were waiting for that to come back. I called the doctor's office, and was told that my daughter's provider had been with clients back to back, but would have the paperwork done as soon as possible. I gave it another hour, called the pharmacy back, still no authorization, but it should be ready in an hour or so. I called back. Nothing. The pharmacy closed, the doctor's office closed. My child still does not have her medication.

This morning I called the pharmacy again. Still nothing, and then the woman that I spoke to started to go off on me about how it takes days sometimes to get authorization yada yada yada.

Me: Concerned mommy trying to get meds for the midget
B: Bitch at the pharmacy who needs to learn how to tell the difference between a yelling angry customer and one who wants to make sure the situation is cleared up
M: Brian, the pharmacy manager

B: Sometimes it takes days to get these kinds of prescriptions filled, you need to be patient.

Me: Well, that's not what your employees told me yesterday, I was told that it would take a couple of hours, and I wasted a lot of time on the phone yesterday trying to find out what was going on

B: Well, I don't know what you want me to do.

Me: I would like for you to apologize and make sure that your employees don't -

B: (yes, the bitch cut me off) You can talk to the pharmacy manager then if you're going to be like that, I don't need to take that from you! (Not another word, hands off the phone)

M: Hi this is Brian, how can I help you?

Me: Hi Brian (explains situation and conversations up until this point), and the woman I was just speaking to asked me what I wanted her to do, and then cut me off as I was explaining. What I want is an apology, and for you to train your employees not to tell people that a medication will be ready in a few hours when it could be a few days. Had I been clear on that in the first place I would not be upset at all.

M: Absolutely, let me apologize, they should absolutely know better than that, and I will speak to them about it.

So the manager was polite and my daughter will have her meds today, but I'm sure that woman won't be told off nearly as well as she should be. I really hate it when I'm being polite and professional and the person on the other end of the phone gets hysterical and claims that I'm yelling at them. It makes me want to crawl through the phone line and beat them with their handset.
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