A patient calls to tell us that their mail order shipment had not arrived and asked us to help. They still had a refill left on a previous prescription and could we call the mail order company to get an override.
We called the company to discuss the situation. First the customer service rep asked us why the order has not arrived. How do we know as we only want to get override. Well, she said, you have to call this number to find out where the package is located. Whoa lady, we are a retail pharmacy just wanting an override for a patient.
Well she says, when are you going to deliver this to the patient? We are not going to deliver it as the patient is coming here to pick it up.
Ok, let's start over as you don't seem to understand. We are a retail pharmacy wanting an override for a patient whose mail order prescription has not arrived. We need a 7 day override from your company to make sure this patient has their medication.
Ok she says let me place you on hold. She returns to the phone and says our override has been processed.
I am sure this person missed the class on listening. What should have been a five minute phone call turned into a fifteen minute debacle. And patients wonder why we can't get their prescriptions ready for them in 10 minutes. When you deal with idiots from mail order it makes for a long day.
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