Twin Harbor Drug

Complaint: [redacted] I am rejecting this response because: RE: ConsultI picked up Singulair RXNo consult was offeredHad written note was stapled to the bag w/SingulairI asked about this note that indicated the prior authorizationEmployee (Not a Tech) said my insurance is that way and could take four or five daysI waited a full week before callingWhen I called they indicated the medication was not yet approved Employee said they would check with my primaryMy primary's office said no request for prior authorization was never receivedMy primary's office put a prior authorization to the primary at MY requestA new RX was then sentWhy did leave upset? Because the response I got from your employee when I went to pick up the Rx was "you didn't talk to me", defending herself, not trying to provide a reasonable explanationNO CONSULT WAS ever offeredRE: Calling back, I did not get the message until after the pharmacy was closedMrJ [redacted] stated he was leaving on vacation the next day, so he would not be available So, why would I call back? I don't plan to use this pharmacy againThe staff are unprofessionalYes, they came to my car to ask about the prescription, as I had waited inside for awhile, so I went to my car to waitThis is another attempt to defend themselves Sincerely, [redacted] ***

Complaint: [redacted]
I am rejecting this response because: RE: Consult. I picked up Singulair RX. No consult was offered. Had written note was stapled to the bag w/Singulair. I asked about this note that indicated the prior authorization. Employee (Not a Tech) said my insurance is that way and could take four or five days. I waited a full week before calling. When I called they indicated the medication was not yet approved . Employee said they would check with my primary. My primary's office said no request for prior authorization was never received. My primary's office put a prior authorization to the primary at MY request. A new RX was then sent. Why did leave upset? Because the response I got from your employee when I went to pick up the Rx was "you didn't talk to me", defending herself, not trying to provide a reasonable explanation. NO CONSULT WAS ever offered. RE: Calling back, I did not get the message until after the pharmacy was closed. Mr. J[redacted] stated he was leaving on vacation the next day, so he would not be available . So, why would I call back? I don't plan to use this pharmacy again. The staff are unprofessional. Yes, they came to my car to ask about the prescription, as I had waited inside for awhile, so I went to my car to wait. This is another attempt to defend themselves.
Sincerely,
[redacted]

We are very disappointed as this appears to be a major misunderstanding. Wetake pride in the extra time we take to satisfy our customers. Our pharmacytechnician went to the customer/patient's car to ask questions necessary to fillher prescription so that she didn't have to wait any longer than...

necessary. Thepharmacy technician processed the prescription and put it through her insurance.However, the insurance company required a prior authorization for themedication she was prescribed. This means that the insurance company wouldnot pay for the medication unless there is documentation from the doctor that itis medically necessary and that other medications of therapeutic equivalencehave been tried and/or would not be appropriate for the patient. We informedher personally and her doctor through fax. We have written down othermedications of the same therapeutic class on our fax to her doctor that theinsurance will cover. A prior authorization from the insurance company was notreceived so the doctor wrote a new Rx that was formulary. We processed it and itwent through her insurance fine. On April 5, she called and she asked if herprescriptions are ready. One of our pharmacy technicians told her that it is readyto be picked up. When the customer came in to get the new prescribed medicine,the pharmacist was on the phone. We weren't given a chance to explain aboutthe prior authorization process as she was very upset and left the store veryunhappy. Consequently, the pharmacist, after getting off the phone, wasn't ableto consult her and talk to her about her medication. The owner/pharmacist calledto discuss the complaint with the customer in person and did not receive a callback. Our pharmacists consult on all new prescriptions. It would be an accident ifwe missed a new Rx and failed to consult. We do appreciate our customers andtry to satisfy their needs. It is very disappointing to not satisfy a new customer.We have reviewed our guidelines in response to this to further discuss andenhance our strategies and prevent reoccurrence of this kind of situations.We do not have any employees named Kelly.