Lisa W
2/5
I called the pharmacy Tuesday 3/19 to get information about a specific compounding medication before deciding to go with them. I spoke with the compounding pharmacist who provided me the information I needed. I was pleased so I decided to go with them and had my provider send them my Rx.
The next morning (Wednesday 3/20), I called the pharmacy to see if they received my Rx from my provider. The pharmacy did not receive it. So I had my provider resend it. Then I called the pharmacy again a couple hours later to confirm the receipt --which they confirmed received. So then later that day, the pharmacist called me to discuss the Rx received and that I should expect it to be ready Friday 3/22 (at the earliest) thru the following Tuesday 3/26 (at the latest.) She also stated they would notify me by phone when it's ready --only once. Ok I understood that clearly and everything was still good.
But then on Friday 3/22, I called them merely to ask for the status of my Rx just to see if it's looking like there's the smallest possibility that my Rx is close enough to the front of the queue where it may be ready before the weekend. (I assumed it wouldn't be ready but I thought it wouldn't hurt to call and find out so that I could begin planning my weekend schedule which was contingent upon whether or not it includes my long drive to the pharmacy for pick up.)
Boy did they not like me calling! The assistant who called me back repeated in a stern voice, "We'll notify you when it's ready". She also stated that I "call every day". Excuse me! Firstly, the first assistant who answered my call has poor listening skills or else she would've understood my question correctly before delivering it to the 2nd assistant (the one who called me back). Secondly, I called only once for the status and did not call daily. Thirdly, the 2nd assistant lacks couth/professionalism. I did not experience a good first impression.
However, I was surprised hours later when the compounding pharmacist called me to inform me that my Rx will be ready the following day (Saturday 3/22).
Overall, management needs to hire more staff and raise the bar for customer service by teaching staff members competencies, knowledge, and skills to increase customer satisfaction.
UPDATE 4/12:
So I called them on 4/11 around 4:30pm asking a question to the assistant who answered the phone. I simply asked if I had a refill left of my Rx. I was not ready to fill it, I just wanted to know if I had a refill left (My thought was that if no refill remains, I'd call my Dr immediately because she's difficult to get a hold of to write new Rx's.) The assistant said she'd leave a message with the pharmacist. I thought that was odd as I figured they should be able to pull it up on the computer right then n there.
So I waited 24hrs but no call back. I called them right before closing time the next day to follow up on what I thought was a quick question. The assistant who answered said she'd leave a message for the pharmacist. Since I've heard this response before, I asked her if she can just pull up the info from the computer so that the pharmacist doesn't have to be bothered to call me back. She said she cannot and can only take messages. So then I let her know that I called yesterday but no call back after 24hrs and asked if that's normal (---because the very first time I called weeks ago when they were extremely busy, it took them only a few hours to call back.) She basically said it can take 1-2 days for a pharmacist to call back. And then she said she'll deliver my "urgent" message. I clarified her misperception of urgency by stating that just because I called the next day doesn't mean it's urgent. Boy did she not like that. She replied stating she'll let the pharmacist know and then she slammed the phone down! What is with the attitude?
So then 20min later, I receive a call-back from 'the cashier' providing the information I requested.
