TF Q

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CVS Pharmacy - Electronic Medical record glitches

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Physician wrote for brand name drug and was specific in that request. Had the prescription filled at another CVS location because our closest did not have the drug in stock.

Had the script transferred back when it was time to pick up other meds. Was dismayed to see that they filled with a generic! I explained to the tech that the doctor ordered brand and that the other CVS location dispensed brand ON THE SAME PRESCRIPTION. There were multiple refills left.

The tech copped an attitude and argued with me that the doctor 'did not write it that way.' So how, then was I able to have the insurance pay for brand on the previous fill? She behaved as though I didn't know what I was talking about. I refused the generic, then called the other CVS location where it was originally filled to ask why that information was somehow lost in transfer to the other store. The pharmacist said that when a prescription is transferred, the other store that receives it is not able to see the original prescription!

(Pretty stupid feature, if you ask me!) She was kind enough to pull the original script to see what it said. She verified that the doctor did indeed write for 'brand,' but that somehow, the phrase 'DO NOT SUBSITUTE' had not been checked off! We discussed how ridiculous that is, that a physician would take the time to write for 'Brand Only,' just to have it ignored by the system because some little box was overlooked. We think that maybe someone in the doctor's office neglected to pay attention to that in sending the electronic script.

Yet, there's still this nagging feeling that there maybe some background program or something in CVS' EMR that negates requests for brand name drugs! It's so easy to have these electronic systems to make glitches. For all we know the office staff may have properly entered the data but then 'Whoops!' Furthermore, this is not the first EMR 'Whoops' that we've had with CVS.

There is another prescription that they had repeatedly messed up, that we are just willing to pay out of pocket at another pharmacy so as not to deal with the hassle. CVS' policy seems to be so brazen, that instead of trying to honor doctors' orders, they do all they can to just slam the patient --and the doctor--into accepting inferior alternatives, just because it is what they prefer to keep in stock.

Also, when they train their YOUNG employees, they should emphasize that the EMR is NOT the final arbiter of 'truth' when a customer claims that it is incorrect!

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Pros:
  • Friendly helpful pharmacists eager to help
Cons:
  • Frequent hounding to get covid and other vaccinations
  • Corporate coercion to accept alternative drugs
  • Pharmacy technicians who appear to have been poorly trained

Preferred solution: Improve their EMR Customer service training for pharmacy techs

User's recommendation: If you must have a brand name drug, make sure the office staff is sure to indicate "DO NOT SUBSITUTE"

1 comment
Guest

The doctor has to write on the scrip that BRAND NAME IS NECESSARY, otherwise the generic will always be substituted. Sometimes, the insurance can and will refuse to pay for it even if they've been paying for it all along. This really is not the pharmacy's fault.

TF Q

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| map-marker Greenwood, Indiana

CVS Pharmacy - Electronic medical records glitches

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My physician wrote for brand-name drug because the alternatives didn't work as well for me. The initial prescription was filled at a nearby CVS, because our closest location didn't have it in stock.

So when it was time to refill the other prescriptions, we requested that one be transferred to the nearer store. When I picked up the drugs, I was dismayed to see that they had filled with generic. When I insisted that the other CVS had filled with brand and that the doctor ordered brand, the technician was incredulous and became very defensive. We almost had a shouting match, because it felt like she was treating me like I didn't know what I was talking about.

She kept saying the 'doctor didn't order it that way.' I refused the generic and then called the other CVS store to ask why the brand name details on that prescription didn't transfer over. The pharmacist there said that when scripts are transferred, the store to which it is transferred doesn't get to see the original script! (Pretty stupid, if you ask me!) Furthermore, she said that the 'do not subsitute' was not marked off in their system! So why did the doctor and I have that very pointed conversation about my reaction to the other drug?

So why did he go out of his way to write for brand if it can all be undone because some small box doesn't get ticked in the electronic system? I mentioned to the pharmacist that maybe what had happened is that when some technician or nurse was entering the details, they missed whatever field or whatever box had to be checked!

What good does it do to write the phrase 'Brand Only' if there is some stupid box or field that must also be 'ticked'? Can't shake the nagging feeling that there might be some background program in CVS' EMR that disregards flags for brand name drugs!

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User's recommendation: When requesting brand name drugs, remind the doctor and office staff to flag it 'DO NOT SUBSTITUTE.'

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ATT - Dissatisfied! Why else?

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Wow, irritation with Pissed Consumer's Website is now added to the list! Does ATT have trollies watching what we are posting?

This is the third time trying to post this information! Jokes aside, but technology is probably one of the foremost means of encountering aggravation in this world!

Had difficulty accessing email; got a security prompt, but instead of receiving the security questions we had selected many months ago, it was an entirely different set! So I called tech support for help. The agent did his best to work around a ridiculous closed circular-style security feedback loop.

He suggested having a code sent to one of the companion email addresses within ATT that we have. Couldn't work because it was the main umbrella account with blocked access! He said that a code couldn't be sent to any other email outside ATT's network. Okay, how's about sending a text to one of our ATT phone numbers.

Nope, couldn't do that either. The only option we had was to wait for several days to receive a code in a paper letter sent via snail mail (USPS).

Once we had letter in hand, we tried to access the email again. More snags and glitches (probably over a dozen tries!) so we had to contact their tech support AGAIN. Thank God, we were able to gain access to the email.

And how was access restored? By sending a text to one of our ATT phone numbers! Duh! (As if that couldn't have happened much much earlier in the process so as to make the letter unnecessary.)

Once I opened the mailbox, I was shocked to see two messages from major U.S.

companies that I have not had personal contact with ever before. Neither of them should have any knowledge of my email address! I pointed that out to the tech rep and asked about the possibility of hacking. She didn't seem too keen on investigating the situation and kept pressing to try to get me to say that I had done business with them before.

I did explain that one of those companies is one that a family member (with a very much different non-ATT Yahoo address!) had done business with over a decade ago, and that the other is one I had NEVER done business with! So there is really no legitimate reason that either of those companies should have access directly to my in-box! At minimum, those messages should have been caught by the Spam filter. Although sounding reluctant to pursue the matter further, the rep did say she would put in a report and did give me information on how to place a report on my own.

The peculiarity of those messages by-passing the Spam filter given that they shouldn't even have my email address begs a couple of questions.

First... is it really a security breach? Or, maybe it's some kind of stealthy way to increase ad revenue by selling email addresses, so when a customer complains, they can shrug it off as "Whoops!

Probably a hacking."

The Spam segment of the mailbox environment is pretty annoying, too. There is a running advertisement video there that can't be deleted.

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Pros:
  • Still provide telephone tech support
Cons:
  • Too much advertising on email
  • Difficult email recovery system

Preferred solution: Easier recovery methods for email access that do not require a letter by postal mail

User's recommendation: No internet provider is perfect; choose one with features you can afford and enjoy

TF Q

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eBay - Missing data - Company deleted listings from purchase history

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Add to the list of grossly ridiculous and aggravating policies the completely obnoxious practice of Ebay selective editing of buyer's sales histories! YES! Ebay is guilty of DELETING LISTINGS FROM PURCHASE HISTORY! That's right... when someone buys on Ebay, in effect, his or her "electronic receipts" can disappear without notice! From the frustration heard in talking it over with the telephone customer service staff, it sounds like those listings cannot be restored!!! Huh??? So, if a business hides or deletes electronic receipts, WHAT DOES THAT MEAN? Well, it means is that unless you have kept a personal record (apart from the Ebay platform) of all your purchases on Ebay (along with item photos / transaction screenshots, etc.) you won't easily be able to trace a seller who has already received your payment for an item that has not arrived or that is substantially "not as described." Furthermore, that likely means that Ebay is deliberately witholding vital information (the receipt/ listing in purchase history) that would enable contact with the seller and to make a claim to Ebay under their buyer protection program. And to list another aggravation: When there are issues that their customer service agents can't solve (like this one), they seem to just talk in circles until the call ends abruptly by some kind of automated time-out that hangs up on a caller.
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Pros:
  • Patient and understanding telephone agent
Cons:
  • Agent had no autonomy to correct the issue
Reason of review:
At least the customer service person listened patiently and tried to help