I recently had a very frustrating and disconcerting experience at the pharmacy at store #8106.
On Sunday, I called in three prescriptions for refill. When my mom went and picked them up on Monday, there were only two. I assumed that I must have accidentally forgotten to call the third one in, so on Monday night, I called in the missing prescription (again!). On Tuesday, when I went to pick it up, I was told there was nothing ready for me.
I was then told that my insurance was refusing to cover it and that is why it hadn’t been filled. I agreed to pay for it out-of-pocket because as of Tuesday, I was out of the medication.
Then, I was told that they would not be able to fill it right away and I would have to come back two and a half hours later.
I left CVS and called my insurance company asking for an explanation as to why they wouldn’t cover it. Because it had been covered the month before by a lesser insurance, they decided to give me an override and will cover the medication for a year. They called the pharmacy and informed them of that. I thought that’s where the problem ended. But I was wrong.
When I went back to CVS, they went to get the prescription for me and they couldn’t find it. They knew they had filled it. After 10 minutes, they finally decided to fill it (again!). And imagine, this only took about five minutes, so it is unclear to me why it took them over two hours to do the same thing the first time.
As I’ve continued to stew about the incident and the incompetence of the staff, I have come upon a greater concern. Did someone else end up with my medication? Has a violation of HIPAA occurred? The prescription that they claim to have filled was not found while I was in the store, and it’s unclear whether it was found at all.
I have experienced nothing but problems with this particular pharmacy and its staff. Right now, I know I will be pulling my prescriptions from this location and am still trying to decided whether I will take my prescriptions to another CVS equidistant to my house, or will take them to a different pharmacy altogether.
Rarely have I experienced such incompetence at a pharmacy, and I am chronically ill, so I have had a lot of experience with pharmacies. And never before have I been concerned that my protected health information has been compromised. This is totally unacceptable.
I want CVS to launch a full investigation into this matter, and I need to know exactly what happened to the prescription that was supposedly filled and then went missing.