My veterinarian recently prescribed medication to help manage my small dog's cough. After reviewing…read moreX-rays, the vet advised me to start the medication, Tussagon, immediately because the imaging showed that my dog's trachea wall appeared thinner, which could indicate a risk of collapse.
After several unsuccessful attempts to refill the prescription at my local CVS, I was instructed to contact Bloomington Drug and Gift. When I called, a pharmacist (whose name I unfortunately did not catch) collected preliminary information to create a profile and told me the medication would be ready the following morning at 9:00 a.m.
When I called the next morning, the experience became confusing and frustrating. The staff member I spoke with seemed unsure who had previously taken my information and said there was no order in the system. I was then quickly transferred to another pharmacist. When I asked if they could locate my profile, it was eventually confirmed, though the interaction felt tense. When I asked if they could determine who had entered my information, I was told they could not and that they would need to locate the pharmacist I had originally spoken with. During this conversation, I was told that I was giving "attitude," when in reality I was simply trying to explain how the situation had unfolded before being transferred again.
Another pharmacist then took the call and asked about my prescription. I explained the veterinary clinic and location that issued it, but before I could finish, I was told that if specific information was missing, they would not be able to fill the prescription. I asked what information they had so we could review it together before I made the trip to the pharmacy. I also explained that the veterinarian's full name and license number were listed on the prescription. I was told they would still need to physically see it.
When I arrived at the pharmacy, my prescription was denied because my date of birth was not written on the prescription for my dog. I was extremely confused by this requirement. I even offered to present my Minnesota driver's license, but I was told that my date of birth had to be written directly on the prescription by the veterinarian. I was informed that the only solution would be to obtain a rewritten prescription.
Unfortunately, when I later attempted to contact my local vet to resolve this, I discovered the clinic was closed that day due to being understaffed.
Jeff, the final pharmacist who assisted me, did attempt to contact my veterinarian and the clinic, and I appreciate that effort. He also suggested that I visit the WellHaven clinic in Savage to see if they could rewrite the prescription. When I arrived and explained the situation, the staff at WellHaven were surprised that Bloomington Drug had been unable to fill the prescription. After making several calls, the veterinarian there helped identify another pharmacy where I could finally have the prescription filled.
From my perspective, this situation seemed to come down to a rigid procedural judgment call that created significant barriers to obtaining medication that my vet said needed to start immediately. I later learned that the FDA does not require the pet owner's date of birth for a pet prescription. While I understand that pharmacies must follow regulations, it was confusing that there was no alternative way to verify my identity, such as using my Minnesota driver's license.
Overall, the experience left me feeling exhausted, frustrated, and disappointed. When an animal's health is at risk, processes should help facilitate care rather than create unnecessary obstacles. This situation made me deeply concerned about how similar situations might affect both animals and people who rely on timely access to medication.
Disappointed Customer
