Boomers this one is for you. I wonder if you can identify? You need a prescription for yourself or for a close relative you are helping. The prescription is called in, and then you wait. And, you wait, and you wait, and you wait. Three weeks later the refill that arrives is wrong. It's a different generic, or it now costs $250.00 for a prescription instead of the usual reasonable cost. Or, perhaps it costs you $150.00 for a prescription shampoo. Or, perhaps another prescription now costs $350.00! This is what can happen when you're dealing with Medco Express Scripts. You call them to ask about the arrival of the different generic. Their answer is that they couldn't get the usual generic so they substituted this one, which is cheaper. Then they tell you that they buy whatever is the most cost effective, so you might receive any number of different generic drugs for the same prescription.
You might tell them that the new pill can not be halved, because it crumbles. Or, perhaps you tell them that the new pill causes illness. Their answer is that you must simply call your Doctor back and ask for a prescription to be called in for the same generic and they tell you to let the Doctor know the correct previous generic manufacturer's name. They give you the correct manufacturer's name. You follow their instructions. You call your Doctor, and let them know of the Medco conversation, and you give the Doctor's office the correct information. You have the instructions read back to you, so that you know the information is correct. You wait three weeks. No prescription. The current generic continues to cause illness, but it continues to be used, as there isn't any choice. And, the dose can't be split with certainty that the split dose is the correct half dose, because the pill crumbles.
Then, you might call Medco Express Scripts back, because the replacement prescription has not arrived. Or, you may receive a letter from Medco Express Scripts telling you that they can not and will not refill the prescription, because they need more information. This is unusual, because you have communicated all of the information they told you to communicate to the Doctor's office. Medco Express Scripts tells you that their hands are tied, and there will be no prescription until you call the Doctor again.
When you call the Doctor's office, they do not understand what has happened. They tell you that they called in the prescription properly. You tell the Doctor's office that Medco Express Scripts told you that the prescription was not called in properly, so it can't be filled. The Doctor's office has called in a prescription for the dispense as written non-generic drug. The Doctor's office insists that the prescription was called in according to instructions they received. You call Medco Express Scripts and they tell you to call the Doctor's office again.
You then call the Doctor's office, but no one understands what happened. The Doctor's office again tells you that the prescription was called in correctly. You can not make the Doctor's office understand what has happened, even though you give a crisp complete accurate account of what happened, and what is needed. You can not make Medco Express understand what has happened, even though you give a clear complete description of the problem. The Doctor's office refers you back to Medco Express Scripts, because the nurse who called in the prescription is not there. And, no one at the Doctor's office recognizes the name of the manufacturer. The Doctor's office thinks the manufacturer is the name of the prescription medicine. You call Medco Express Scripts, and they tell you that nothing happens without a call from the Doctor.
And the beat goes on.........