Carlson Drug

Initial Business Response /* (1000, 5, 2016/01/17) */
On 1/8/16 an eye drop prescription was indeed filled for the complainant. The complainant states that this prescription was filled inaccurately and that I should apologize for my "screw up". However, the prescription was filled accurately and...

in accordance with state and federal laws. The complainant was asked if she had any allergies to any medications, to which she answered "no". A generically equivalent medication was selected for dispensing in accordance with the laws. The complainant was counseled by another pharmacist regarding the generic equivalent as well as how to use the medication. At this point in time the complainant seemed content with the generic equivalent, but questioned the Copay she was asked to pay at the time of dispensing, and was told that is what the insurance was requiring and if she disagreed with it she would need to contact her insurance company. The complainant ultimately agreed to the price, paid for the prescription and left. On 1/11/16 the complainant returned to the pharmacy and stated she had a reaction to the medication which made her eyes turn red. I asked her if she had used any other brands of the medication to which she stated, "no". I told her it would be very likely that she would have the same reaction to other brands as the one dispensed. Before any more discussion regarding the medication could take place the complainant became very rude and insinuated the prescription had been filled incorrectly and that I charged her $6.00 instead of $3.00. She went on to state that her insurance only charges her $3.00 for generic drugs. I stated to her that the state of Minnesota changed their copay schedules on some of their insurance plans as of January 1st. She became even more rude, still insinuating that I filled the prescription wrong and charged her wrong because I dispensed a generic. I told her I was under contract with the insurance company and was required to charge her the amount the insurance company stated. I told her there was nothing I could do about it and that if she had a problem with it she would have to call her insurance company. Her rudeness level climbed again as she stated I was being very rude. I told her she was as well. She began to storm off and told me she was going to report me. I did indeed tell her to go ahead as I had done nothing wrong. If the complainant would have stated that she did not want the generic at the time of dispensing I would have gladly attempted to get the Brand Name for her. However, she took the prescription that day and said nothing of wanting the Brand Name and only complained of the copay being charged; and according to state and federal law, it is illegal for a pharmacy to take back a prescription after it has left the building. Three days later when the complainant returned and became very rude she said nothing of wanting a refund, only yelled at me how I filled it incorrectly. At this point in time the prescription had already passed all our quality assurance measures, but I did check the prescription a 3rd time after she stormed off just to make sure there wasn't a mistake made. The prescription was filled 100% correctly and in accordance with state and federal law.
Brian M. [redacted], Pharm.D., RPh
Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is all incorrect brian did not make it correct the pharmacist across the street did. he was the one who was RUDE to begin with. he did NOT ask if it was ok to give a geranic. the eye dr prescribe a certain brand NOT the geranic. brian never even attempted to make it correct. and when I came back it in Monday he sad tough very rudely. me insurance has been notified of his actions also. I want a appolgy and a full refund. you never treat coustomars like this. I would like the better buesness burew to report this matter to the Minnesota dep. of health this pharmacy should NOT be in buesness if this keeps happening. this is NOT proper protical.
Final Business Response /* (4000, 9, 2016/01/19) */
The complainant's accounts of what happened are highly inaccurate. It should be noted that this complainant has been banned from several local businesses because of her rude behavior. The complainant was indeed counseled on the fact that she was receiving a generic medication. A pharmacy does not have to ask if it is OK to dispense a generic. Pharmacists are actually required to dispense a generic by state law if one is available, unless the drug is considered to have a narrow therapeutic index, or the prescriber documents on the prescription "Brand Necessary, Dispense As Written". This was NOT documented on the complainants prescription, nor was the drug considered to have a narrow therapeutic index. Insurance companies also mandate this unless the prescriber states otherwise. Therefore, the prescription was NOT filled incorrectly. If the complainant would like a copy of the prescription I would be more than happy to provide her one, so she can see for herself that the prescriber did not mark it "Dispense As Written". It should also be noted that generic substitution is something that happens many times a day in any given pharmacy. The complainant is simply upset that she had to pay $6.00 for a generic medication, but that is an issue she needs to take up with her insurance company, as they are the ones who determine the copays. As far as the reaction to the medication, that is very unfortunate that happened. She was asked if she had any medication allergies to which she answered, "no", Which is why any untoward reaction was completely unforeseeable. I was willing to talk to the complainant more about the reaction when she informed me of it, but all she did was yell at me how I dispensed a generic when I shouldn't have and that I overcharged her for it. Unfortunately, there really is nothing I can do in this situation, as the prescription was filled in the manner in which it was written, and in accordance with state and federal law.