Apparently we’re supposed to break the law.
So today, I get this call from a woman. She just picked up her husband’s medication. Omeprazole (OTC). She demands to know why it wasn’t filled with Prilosec(OTC).
I informed her that the prescription was written for Prilosec(OTC), but since we live in Ny, we are forced to automatically dispense the generic when available. She demands to know how we can do that if the Rx is written for Prilosec(OTC). I explain that Ny state law says that unless the Dr. writes DAW on the Rx, by law, we must give the generic. If she wants the brand name, she’ll need the doctor to write a new Rx, and mark it DAW.
She then yells that its a refill, not a new script, and that we can’t change it. No, by law we must change it. She informs me that because we gave her Prilosec(OTC) why didn’t we change it the last time. I tell her that the generic is new since the last time she had it filled. She proceeds to inform me that the generic has been available for years, and that I don’t know what I’m talking about.
Well you’re partially correct. The generic for PRESCRIPTION Prilosec has been out for years, but the generic for Prilosec(OTC) is brand new.
She then demands that I refund her the money, and give her the prescription back so she can take it somewhere where they will give her what she wants.
I inform her that we can not do this. The Rx has been filled and refilled a couple times by now, so by law, it can’t be given back, she’d need to have the other pharmacy call for a transfer, but that since its not marked DAW, by law, they can not give her the brand either.
She then demands a refund. Again, we can’t do that. If you can get the Dr. to write the new script, we’ll gladly do and exchange for the product, but she can’t just get a refund.
She calls me an asshole and slams the phone down.
Why is this our fault?
YOUR doctor didn’t write the script DAW when you told him you wanted brand. YOU didn’t notice until you got home. and complained we didn’t tell you. We did. On your patient leaflet it says in plain english, in big letters: Generic substituted. There is a green sticker on the bottle and leaflet, that says : “This is the same medication your have been getting, but the color and or shape may be different.”
People like her make it hard to keep a civil tone. You want so badly to inform them that THEY are the one throwing the tantrum. But you can’t. Because they can write a letter, and say you were rude.
Tags: Frustrations, People | |
