Ldi Pharmacy

Mr [redacted] called our pharmacy on July and refilled using our automated system He called back on August saying he did not order it though we told him he did Missouri law states that once a prescription is sent, it cannot be sent back He also had it refilled in February and March He physically called in himself and reordered it We charged him his $copayment and he decided he didn’t want it Once it leaves the pharmacy, it must be trashed I have him on a recording going through our prompts and a phone conversation speaking to one of the newer reps At that point (8/8), the medication was filled, mailed out, and accepted by him and then he decided he wanted to return it

Mr [redacted] called our pharmacy on July and refilled using our automated system.? He called back on August saying he did not order it though we told him he did.? Missouri law states that once a prescription is sent, it cannot be sent back.? He also had it refilled in February and March.? He physically called in himself and reordered it.? We charged him his $copayment and he decided he didn’t want it.? Once it leaves the pharmacy, it must be trashed.? I have him on a recording going through our prompts and a phone conversation speaking to one of the newer reps.? At that point (8/8), the medication was filled, mailed out, and accepted by him and then he decided he wanted to return it

We are in receipt of the complaint referenced above, regarding patient Dineen ***. in reviewing this complaint, please note the following timeline:1. 3/19/- Ms*** called due to prescription claims rejecting at a local pharmacy. Ms***'s benefit plan requires members to
use the mail service pharmacy for certain medications. An LDI representative in the benefits call center contacted ***'s account representative for override approval to allow Ms*** to have her prescription filled at the local pharmacy. Ms*** also established a profile for mail order and was instructed to contact LDI Pharmacy when down to 7-days of medication remaining on hand. The patient was notified the overrides were approved and the medications may be processed at the local pharmacy. The representative also provided Ms*** with her account number for online access and notified the patient this is a refill portal. However, the representative was not explicit in detailing to the patient that enrollment is not an option using the online refill portal until a patient receives their first prescription from the mail pharmacy.2. 3/27/- a LDI supervisor contacted Ms*** to discuss the issues detailed in the complaint. It was reiterated that the account number provided (digits) was appropriate but cannot be used until at least one order has been processed through LDI Pharmacy. Prescriptions were also obtained from the patient's prescriber and have been set up to process when she is due for her next refill. The patient acknowledged understanding of the mail order process and next steps at the end of this call.3. The patient was provided a direct extension for contact at the time of the call on 3/27/18, ensuring the desired settlement requested in the complaint has been met.Please let u know if you have additional questions regarding this matter. I may be reached at *** *** ***

We are in receipt of the complaint referenced above regarding patient *** ***. Ms. ***' complaints surrounding three medications were recently filed by CastiaRx Pharmacy (formerly LDI Pharmacy).On the last several orders of *** (dated 5/22/18, 6/27/18),
quantities less than days' supply were authorized by the prescriber (capsules and capsules, respectively). This required multiple interventions from the pharmacy to the prescriber. The order requested in May was sent to the same prescriber as the previous prescription. There was no indication a new prescriber needed to be contacted. The most recent order, dated 6/with UPS confirmed delivery date of 7/3, was not received according to the patient's call on 7/5. A new order was received and sent the same day with delivery on 7/6.*** was also processed on 6/in response to a prescription received from the prescriber. This order was shipped along with the *** order, with delivery date of 7/3. There has been no indication from the patient that this order was not received.*** was ordered on 6/and required authorization from the prescriber. This order shipped on 6/with delivery on next UPS business day, 7/2.In order to make orders flow more smoothly, I have removed the copay authorization flag from the patient's account. This process can delay orders and slows down the mail order process. The patient may also place orders in multiple methods to ensure prompt service: IVR ordering, online, via our customer service team, or opting in to the automatic refill program

Mr*** called our pharmacy on July and refilled using our automated system.? He called back on August saying he did not order it though we told him he did.? Missouri law states that once a prescription is sent, it cannot be sent back.? He also had it refilled in February and
March.? He physically called in himself and reordered it.? We charged him his $copayment and he decided he didn’t want it.? Once it leaves the pharmacy, it must be trashed.? I have him on a recording going through our prompts and a phone conversation speaking to one of the newer reps.? At that point (8/8), the medication was filled, mailed out, and accepted by him and then he decided he wanted to return it

See attached

Mr. [redacted] called our pharmacy on July 11 and refilled using our automated system.  He called back on August 5 saying he did not order it though we told him he did.  Missouri law states that once a prescription is sent, it cannot be sent back.  He also had it refilled in February and...

March.  He physically called in himself and reordered it.  We charged him his $60 copayment and he decided he didn’t want it.  Once it leaves the pharmacy, it must be trashed.  I have him on a recording going through our prompts and a phone conversation speaking to one of the newer reps.  At that point (8/8), the medication was filled, mailed out, and accepted by him and then he decided he wanted to return it.

We are in receipt of the complaint referenced above, regarding patient Dineen [redacted].  in reviewing this complaint, please note the following timeline:1.  3/19/18 - Ms. [redacted] called due to prescription claims rejecting at a local pharmacy.  Ms. [redacted]'s benefit plan requires members to...

use the mail service pharmacy for certain medications.  An LDI representative in the benefits call center contacted [redacted]'s account representative for override approval to allow Ms. [redacted] to have her prescription filled at the local pharmacy.  Ms. [redacted] also established a profile for mail order and was instructed to contact LDI Pharmacy when down to 7-10 days of medication remaining on hand.  The patient was notified the overrides were approved and the medications may be processed at the local pharmacy.  The representative also provided Ms. [redacted] with her account number for online access and notified the patient this is a refill portal.  However, the representative was not explicit in detailing to the patient that enrollment is not an option using the online refill portal until a patient receives their first prescription from the mail pharmacy.2.  3/27/18 - a LDI supervisor contacted Ms. [redacted] to discuss the issues detailed in the complaint.  It was reiterated that the account number provided (6 digits) was appropriate but cannot be used until at least one order has been processed through LDI Pharmacy.  Prescriptions were also obtained from the patient's prescriber and have been set up to process when she is due for her next refill.  The patient acknowledged understanding of the mail order process and next steps at the end of this call.3.  The patient was provided a direct extension for contact at the time of the call on 3/27/18, ensuring the desired settlement requested in the complaint has been met.Please let u know if you have additional questions regarding this matter.  I may be reached at [redacted]