Fagan Pharmacy

Initial Business Response / [redacted] (1000, 5, 2016/04/19) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @fagenpharmacy.com On 4/8/I fully acknowldege that our pharmacy mistakenly refilled a different prescription than the one the patient had requested(To be clear, the patient did not receive an incorrect drugIt was a prescription he currently takes, just not the prescription he had wanted refilled on this date) The patient notified us the next day, 4/9/2016, of our error after he had picked up and left with the unwanted refilled medicationMy staff relayed to me the situation and we immediately filled the medication the patient requestedAt 12:36pm on 4/9/a voicemail was at the phone number for the patient listed on this complaint to inform him that the medication was readyI was not aware of the patient requesting delivery of the medication and my staff could not recall such request We closed at 2:00pm on 4/9/without hearing back from the patientWe were closed on Sunday 4/10/On 4/11/16, the patient physically picked up the prescription refill at the pharmacy I sincerely apologize for our mistake and any hardship it brought the patientHonest mistakes of this sort sometimes happen in our professionOne of our standard practices in these types of unfortunate situations is to resolve the issue in a manner that satisfies the patientDelivery would have been possible and offered had I had the opportunity to personally talk to the patient prior to him picking up the medicationSince we did make an error I would to offer an alternate resolution in this matterWe can fill the next refills of the two medications relating to this complaint free of charge at this locationIf the patient desires, he can also request delivery of the medication at the time of refilling Again, I am sorry for the mistake that occurred -Pharmacy Manager

Initial Business Response /* (1000, 5, 2016/04/19) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@fagenpharmacy.com
On 4/8/I fully acknowldege that our pharmacy mistakenly refilled a different prescription than the one the patient had requested(To
be clear, the patient did not receive an incorrect drugIt was a prescription he currently takes, just not the prescription he had wanted refilled on this date)
The patient notified us the next day, 4/9/2016, of our error after he had picked up and left with the unwanted refilled medicationMy staff relayed to me the situation and we immediately filled the medication the patient requestedAt 12:36pm on 4/9/a voicemail was at the phone number for the patient listed on this complaint to inform him that the medication was readyI was not aware of the patient requesting delivery of the medication and my staff could not recall such request
We closed at 2:00pm on 4/9/without hearing back from the patientWe were closed on Sunday 4/10/On 4/11/16, the patient physically picked up the prescription refill at the pharmacy
I sincerely apologize for our mistake and any hardship it brought the patientHonest mistakes of this sort sometimes happen in our professionOne of our standard practices in these types of unfortunate situations is to resolve the issue in a manner that satisfies the patientDelivery would have been possible and offered had I had the opportunity to personally talk to the patient prior to him picking up the medicationSince we did make an error I would to offer an alternate resolution in this matterWe can fill the next refills of the two medications relating to this complaint free of charge at this locationIf the patient desires, he can also request delivery of the medication at the time of refilling
Again, I am sorry for the mistake that occurred
-Pharmacy Manager

Initial Business Response /* (1000, 5, 2016/04/19) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@fagenpharmacy.com
On 4/8/2016 I fully acknowldege that our pharmacy mistakenly refilled a different prescription than the one the patient had requested. (To...

be clear, the patient did not receive an incorrect drug. It was a prescription he currently takes, just not the prescription he had wanted refilled on this date).
The patient notified us the next day, 4/9/2016, of our error after he had picked up and left with the unwanted refilled medication. My staff relayed to me the situation and we immediately filled the medication the patient requested. At 12:36pm on 4/9/16 a voicemail was at the phone number for the patient listed on this complaint to inform him that the medication was ready. I was not aware of the patient requesting delivery of the medication and my staff could not recall such request.
We closed at 2:00pm on 4/9/2016 without hearing back from the patient. We were closed on Sunday 4/10/16. On 4/11/16, the patient physically picked up the prescription refill at the pharmacy.
I sincerely apologize for our mistake and any hardship it brought the patient. Honest mistakes of this sort sometimes happen in our profession. One of our standard practices in these types of unfortunate situations is to resolve the issue in a manner that satisfies the patient. Delivery would have been possible and offered had I had the opportunity to personally talk to the patient prior to him picking up the medication. Since we did make an error I would to offer an alternate resolution in this matter. We can fill the next refills of the two medications relating to this complaint free of charge at this location. If the patient desires, he can also request delivery of the medication at the time of refilling.
Again, I am sorry for the mistake that occurred.
-Pharmacy Manager