On 3/20, pharmacist, Isiah McCray, did not know my sister's dilemma or health situation. When she went to pick up her medication, he asked to speak with her and, instead of responding with the sensitivity and professionalism expected of a pharmacist, he stated, "you are taking a dose lower than what's recommended so it probably won't work." He didn't ask her ONE question to ensure he was providing accurate info, regarding medication adherence or advice. Nevermind the fact that my sister has a great Dr who she trust. This was an incredibly thoughtless and inappropriate comment. He is not her PCP and does not have the authority or context to make such a statement.
A week later, today on 3/27, she calmly, quietly and respectfully addressed how his comments made her feel. While he offered a partial apology, saying "maybe I could have said that a different way, I apologize," he immediately undermined it by adding, "I'm sure you've said things you didn't mean. I'm not going to let you attack me." This response was dismissive, deflective, and unprofessional. He had no right to shift blame or make assumptions about her personal behavior.
A genuine apology requires accountability--not excuses or defensiveness. It would have cost nothing to take full responsibility, show empathy, and make the situation right. Instead, his response demonstrated a lack of compassion and professionalism that is deeply concerning in a healthcare setting.
Kindness and respect should never be optional--especially in patient care. This experience was unacceptable. He should NEVER speak to anyone in that manner again or offer such a disingenuous "apology!" I'd hope this isn't an acceptable "standard of care" for this location/district. CVS as an enterprise has much higher expectations so do better! This isn't about "what he meant", rather this is about the impact of his choice of demeaning words, which did more harm than good and it doesn't advance health equity in any way.
This pharmacist has a reputation of being rude and insincere so it doesn't seem that anything better is the standard for this location. My sister should not have to change pharmacies because she was the one mistreated and disregarded. read more