I am writing in
response to the customer concern issued *** *** *** on 4/16/14. My name is *** Bouche RPhand I was
the pharmacist and pharmacy manager the night of 4/4/I will explain below
our pharmacy's process and the chain of events that occurred the
evening of
4/4/
First off, our
pharmacy offers free prescription delivery to better service the homebound
community members. We deliver Monday
through Saturday and have over deliveries a day throughout Sheboygan County. In order to successfully and efficiently
deliver the high volume of prescriptions we have four separate delivery times
according to delivery region. The exact
route and delivery time varies and we never guarantee same day delivery due to
order issues related to prescription refills, insurance, etcwhich was the
reason this patient’s prescriptions were delivered different daysLastly, the
driver always makes a delivery log that lists each patient's name, address, and
the prescription numbers and leaves a copy at the pharmacy for reference.
So now that I have
given a little background I will explain what happened the night of
4/4/14. *** *** *** called
sometime between and 6pm. The person
who spoke with her and investigated the situation was not me, but our pharmacy
clerk ***, but I did oversee the situationThe out of town driver on
4/4/just started delivering for us the previous week so even though he had
delivered to *** previously he was still familiarizing himself with the
job. The first phone call from *** was
concerning why she hadn't received her delivery. *** stated that the driver was still out
delivering and after referencing the delivery log stated she was on the route
so it should be still coming. She called
back sometime after stating she still had not received her prescription. *** then stated we will try to reach the
driver and give her a call back. ***
called the driver and he stated there was no answer so he left it in the
mailbox. *** then called her back
explaining there was no answer at her residence so it was left in her mailbox
she responded with an okay and hung up.
About minutes later *** called back claiming she didn't have a
mailbox which was not mentioned in the previous phone conversation. *** proceeded to say we will contact the
driver to get more information and then call her back. The driver went back, realized the mailbox
was not just for her apartment, but the complex’s overall mailbox, and
retrieved the prescriptionGave the prescription to *** and apologized for
his mistake. When he returned to the
pharmacy he explained what occurred and I educated him that he cannot leave
deliveriesI waited to call *** until the delivery mix up was resolved and
after I spoke with everyone involved so I could better explain what occurred
and make amendsAt around 7:I called *** and got her voicemail. I left a message apologizing for what occurred
stating "that God made us all human and we sometimes make mistakesWe
feel terrible about what occurred and hope that in your heart you can find a
way to forgive us and allow us to continue to serve you. If you would still like to talk with me my
name is *** and you can reach me at the following timesHope you have a
nice night and vacationGoodbye".
Monday the situation was explained to the owner and on Tuesday (due to
the patient being out of town) the owner attempted to call ***, but had to
leave a message on her voicemail. We
never received a return phone call from *** concerning this matterOverall,
we have served this patient for about a year and have gone above and beyond to
provide the best service and in this situation made our best effort to contact the
patient to voice our concern for herGlander Prescription Plus Pharmacy prides
itself on going the extra mile to provide quality care for our customers and it
hurts us when someone is dissatisfiedIf you have any other questions or
require any other information please contact me
Sincerely,
*** ***
PharmD, RPh
Superior Ave
Sheboygan, WI
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***
Glanders response has many untruthsBiggest one being they left the script in the mailbox for the complex not my individualThere is no mailbox for the complexAll mailbox's are for the individual residents & in a secure locked buildingSecond I have never received a follow up phone callThird I was told they could not contact the driver because he was new & they didn't have his personel mobile numberI have stopped doing business with GlandersSo I do not expect them to do much
I am writing in
response to the customer concern issued *** *** *** on 4/16/14. My name is *** Bouche RPhand I was
the pharmacist and pharmacy manager the night of 4/4/I will explain below
our pharmacy's process and the chain of events that occurred the
evening of
4/4/
First off, our
pharmacy offers free prescription delivery to better service the homebound
community members. We deliver Monday
through Saturday and have over deliveries a day throughout Sheboygan County. In order to successfully and efficiently
deliver the high volume of prescriptions we have four separate delivery times
according to delivery region. The exact
route and delivery time varies and we never guarantee same day delivery due to
order issues related to prescription refills, insurance, etcwhich was the
reason this patient’s prescriptions were delivered different daysLastly, the
driver always makes a delivery log that lists each patient's name, address, and
the prescription numbers and leaves a copy at the pharmacy for reference.
So now that I have
given a little background I will explain what happened the night of
4/4/14. *** *** *** called
sometime between and 6pm. The person
who spoke with her and investigated the situation was not me, but our pharmacy
clerk ***, but I did oversee the situationThe out of town driver on
4/4/just started delivering for us the previous week so even though he had
delivered to *** previously he was still familiarizing himself with the
job. The first phone call from *** was
concerning why she hadn't received her delivery. *** stated that the driver was still out
delivering and after referencing the delivery log stated she was on the route
so it should be still coming. She called
back sometime after stating she still had not received her prescription. *** then stated we will try to reach the
driver and give her a call back. ***
called the driver and he stated there was no answer so he left it in the
mailbox. *** then called her back
explaining there was no answer at her residence so it was left in her mailbox
she responded with an okay and hung up.
About minutes later *** called back claiming she didn't have a
mailbox which was not mentioned in the previous phone conversation. *** proceeded to say we will contact the
driver to get more information and then call her back. The driver went back, realized the mailbox
was not just for her apartment, but the complex’s overall mailbox, and
retrieved the prescriptionGave the prescription to *** and apologized for
his mistake. When he returned to the
pharmacy he explained what occurred and I educated him that he cannot leave
deliveriesI waited to call *** until the delivery mix up was resolved and
after I spoke with everyone involved so I could better explain what occurred
and make amendsAt around 7:I called *** and got her voicemail. I left a message apologizing for what occurred
stating "that God made us all human and we sometimes make mistakesWe
feel terrible about what occurred and hope that in your heart you can find a
way to forgive us and allow us to continue to serve you. If you would still like to talk with me my
name is *** and you can reach me at the following timesHope you have a
nice night and vacationGoodbye".
Monday the situation was explained to the owner and on Tuesday (due to
the patient being out of town) the owner attempted to call ***, but had to
leave a message on her voicemail. We
never received a return phone call from *** concerning this matterOverall,
we have served this patient for about a year and have gone above and beyond to
provide the best service and in this situation made our best effort to contact the
patient to voice our concern for herGlander Prescription Plus Pharmacy prides
itself on going the extra mile to provide quality care for our customers and it
hurts us when someone is dissatisfiedIf you have any other questions or
require any other information please contact me
Sincerely,
*** ***
PharmD, RPh
Superior Ave
Sheboygan, WI
***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***
Glanders response has many untruthsBiggest one being they left the script in the mailbox for the complex not my individualThere is no mailbox for the complexAll mailbox's are for the individual residents & in a secure locked buildingSecond I have never received a follow up phone callThird I was told they could not contact the driver because he was new & they didn't have his personel mobile numberI have stopped doing business with GlandersSo I do not expect them to do much