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| - To who it may concern
I am writing in regards to a negative experience that I had with the CVS employee today October 6, 2015 8:30 AM.
On October 4, 2015 I called CVS pharmacy to request a refill on promethazine cough syrup. I was prescribed this by my doctor. The CVS employee let me know that she would send the request right over to my doctor. She was very friendly and fast and clear with her communication. (I have been coming to this CVS for over ten years, I recognize her face and voice, just forgot the name) [Her name is Kaitlyn]
On October 5, 2015 I received a phone call during my usual work hours by the same employee that I had called in the refill request to. She let me know that the refill request has been approved but it was too soon to pick up the refill because it is a controlled substance. She said that I could call as early as they open the next day, October 6, 2015 to request for the refill to be filled. She also told me that they could not schedule it to be filled for the same reason and then I would have to call. Once again she was fast friendly and clear with her communication.
Today as soon as I woke up I called. An employee answered the phone and I gave him my information. After verifying my information I told him that I was calling to have my promethazine cough syrup refill. I told him that an employee had called me the day before to tell me that I would be able to call to have it refilled this morning. He told me that it was too soon to fill the prescription and then I would have to wait until the 7th. I asked him why and employee would call me and tell me that I would be able to fill it today if that wasn't true. I explained again that it was last night that I received the call and that I think the employees name is Amanda. He said there's no one that works here by the name of Amanda. I then explained again that I received the call last night and why would the call me? After giving me a hard time when he know that I'm sick (I'm calling for cough syrup, currently in pain from sinus infection. He then said oh I see here in the notes that you can have it filled today. He said you're not supposed to be able to have this so soon but I am able to fill it. [in my head I'm screaming and crying why would you call me and tell me it was] I said OK please fill it. When can I get my prescription he said when would you like it? I told him I could be on my way now. He said it would be ready when I get here. I called at 8:30 and its 9:30am and I've been sitting here 20 minutes.
Vincent is who I spoke to Today. I got to see him and see him in action. He did not speak loud enough for me to hear him on the phone almost the entire conversation. Vincent did not sound like he was happy to be at work today. He did not sound like somebody who I want answering the phone when my sick mother calls. This is the person who made me feel bad about myself by telling me I shouldn't be taking the prescription because it is too soon. I thought that this was something only a doctor or pharmacist could tell me. [why can I fill it if it is too soon?]
While sitting in the waiting room, a woman called upset because of an issue with her prescription Lisinopril. She was on the phone with the pharmacist Daniel Chasin, I could hear his entire end of the conversation with this woman. When he put down the phone he said SUE ME, ILL SUE YOU. Vincent and Daniel joked about the customer and her feelings right in front of me.
My question for CVS is...
When you have patients that have an established relationship with your pharmacy who need their controlled substances filled, do you call them and tell them that their prescription is ready only to tell them that it's not?
As a person working in the mental health field I do not feel that I was treated with respect. I'm afraid for anyone comes to this pharmacy.
I'm currently sitting in my car crying, wishing that I had never gotten sick so I never would have had to deal with a person like that.
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