Zero compassion, limited customer service skills, even less problem solving ability to help resolve a pretty simple situation. Continuum Rx is all about the money, not about the care - a perfect reflection of American healthcare.
My mother was supposed to be discharged from the hospital and Continuum was selected by the hospital to be the home delivery Rx provider. Before I even knew about them, they were leaving voicemails seeking prepayment for an almost month supply of medicine, to be delivered weekly. I had a bad feeling about the kind of company I was dealing with simply given the number of times they tried to call me about this before I even know who they were.
Once at the hospital, the nurse who works for Continuum came to my Mother's room to train me on how to administer the medicine. She was very kind and knowledgable, but seemed seriously concerned about me calling her main office back to get payment arranged. It made me more suspicious. I felt like the company was pressuring the nursing provider to push us for payment. Not a good sign.
When I as finally able to reach the billing department, I was told they would not deliver any medicine unless I paid upfront for the entire supply. I was curious as to why they needed prepayment for almost a month supply of drugs when they are only delivering weekly. Zero explanation despite my question to their billing representative.No other solution was offered when I said I was not able to pay at that moment (neither of us had our wallets - they were at home).
The billing person and the nurse said they would not deliver the medicine until it was paid in full. Their solution was for me to drive 90 minutes round trip to go home, pay their bill via an online link, then drive back to the hospital to get my Mother. I was shocked beyond words at that point and deeply offended. We were in a tough spot and this company wanted to charge me well in advance for product they were not delivering that night and we did not have the ability to pay until several hours later. They could not have trusted us to get home to make the payment, but still keep us on the schedule for delivery that night? I think they should have offered it without me feel like I was begging for help. Consequentially, the medicine would not be delivered and the hospital case manager would not release my Mother because we could not line up the medicine delivery she needed.
I cannot properly express how horrible it felt horrible leaving my Mother at the hospital. I cannot remember a time in my life when I felt this hurt, this negative about a company such as Continuum Rx. I'm too tired and too sad to be angry - it must be the stress in dealing with a loved one's illness. I have expectations, however, that companies choosing to be in the medical field could handle something like this more gracefully.
To be fair, the Continuum nurse wanted me to call her manager to try to work out something so my Mom could get the medicine, but I was not confident in this as I already had sour thoughts on the company after dealing with billing and being told by initially by both the Continuum nurse and billing they would not do the delivery unless I paid first. To what end would the nurse's manager be able to help, I don't know, because I was already emotionally done with Continuum. I will also speak to those at the hospital who setup this service to let them know of the bad experience I had.
Once home, I was able to locate several alternatives Rx services and will seek their services in the morning. Given a choice, I would never do business with Continuum. It's all about the money. read more
