Acaria Health Pharmacy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the paragraph listed below is completely incorrect:On September *** * called again to place an order for the same medication she had ordered on September She spoke to Aaron who indicated the order was already in the system and ready to pick upAaron also mentioned that her Credit card had already been chargedAt that point *** * asked how much she was chargedWhen *** * found out the cost ($160.75) she became upset because the previous fill of the medicine had only been $after applying a manufacturer's couponOnly after *** * discovered the cost did she indicate she had not authorized the chargeAt that point, Aaron apologized for the mistake and offered to reverse the charge, but *** * indicated it was not necessary because she would be in later that day and she needed the medicine.Also, was there any resolution to the charges being reversed ($160)? I didn't receive any additional phone calls as I was waiting for the escalation department to call me back with a resolutionI never heard from them after we spoke on the phoneI was waiting for a follow-up, but there was none. Regards,
*** ***

To Whom it May Concern:Acariahealth has investigated the complaint filed by patient ([redacted]) related to the timing of a credit card transaction on/about September 18, 2017. [redacted]'s patient records show that she called the pharmacy on September 16 to set up an order. Mr. S[redacted], a new hire to the...

pharmacy, took her order. The order entry system has a short data field for Order Comments; this field pops up on the main billing screen. The system also has a Notes field for situations that require lengthier text. Mr. S[redacted] did place the note "patient will pay when she arrives" in the Notes field, but also placed the following in the Order Comments field: "Manually charge card-Pt will pick up on Monday after 3PM." This statement was unnecessary as our counter staff know to bill patients when they come in, but Mr. S[redacted] wanted to highlight that [redacted] had not pre-paid at the time of order.The lead Pharmacy Technician, Ms. D[redacted], saw the note in the Order Comments when she worked on processing the order, so she charged the patient's credit card which we had on file from previous fills. It did not occur to Ms. D[redacted] to make further search of the Notes field.On September 18 [redacted] called again to place an order for the same medication she had ordered on September 16. She spoke to Aaron who indicated the order was already in the system and ready to pick up. Aaron also mentioned that her Credit card had already been charged. At that point [redacted] asked how much she was charged. When [redacted] found out the cost ($160.75) she became upset because the previous fill of the medicine had only been $12 after applying a manufacturer's coupon. Only after [redacted] discovered the cost did she indicate she had not authorized the charge. At that point, Aaron apologized for the mistake and offered to reverse the charge, but [redacted] indicated it was not necessary because she would be in later that day and she needed the medicine.When [redacted] arrived to pick up the medicine that afternoon, she seemed surprised that her credit card had already been charged despite her earlier conversation with Aaron. The counter staff called the Lead Pharmacy Tech forward. Ms. D[redacted] confirmed that she was the person who had charged the card because of the Order Comment and attempted to explain the mistake. [redacted] remained upset, so (Pharmacist Chinnaraj) came forward to speak to her. explained the miscommunication about the notes placed in our billing system and tried to find a solution. However, [redacted] would make very little eye contact with me, and just repeated several times that we had "stolen" her credit card and committed "identify theft" and that she would be contacting the Revdex.com. Ms. G[redacted] from our Ouality Assurance team placed a phone call to [redacted] on September 29 and again on October 2 in order to resolve this complaint, but [redacted] did not answer the phone. Ms. G[redacted] also called the manufacturer's pharmacy assistance program to see if [redacted] was eligible for another coupon to lower the price of the drug, but the program could not because they only allow one fill per month, and [redacted] had already received an order in September.[redacted] called Ms. G[redacted] back on October 3 and repeated that we had stolen her credit card and charged her without authorization. Ms. G[redacted] then inactivated the credit card in our billing system so that we could not inadvertently charge her again in the future. However, [redacted] was insistent that we should reverse the $160.75 charge. Ms. G[redacted] escalated the program to her managers.Acaria Health and its employees at our Falls Church pharmacy regret any inconvenience or discomfort our internal miscommunication caused [redacted], but we strongly deny any allegations of identity theft or Credit card fraud.At this time, Acaria Health would suggest, with [redacted]'s approval, that we will remove all her credit card information from our files which would eliminate any chance that this could occur again. In addition, our Ouality Team would be happy to follow up with her every month for the next six months to ensure there are no further issues with her charges.Sincerely,