Evaluation of Pharmacy services at Marcrom Pharmacy - full disclosure - I have been a pharmacist for 45 years and worked in every environment pharmacy offers from pure clinical services, inpatient, outpatient, large teaching medical centers, small and deployed hospitals and served the pharmacist in charge of all Air Force pharmacies late in my military care. I've worked in chain and independent pharmacies and civilian hospitals. The one thing that is key in delivering pharmaceutical care is to maintain focus on the patient. If your focus shifts from the patient to "the process" or insurance or any other "distractor" then that's when things usually start to run afoul. I have had three encounters with Marcrom's Pharmacy, two for the annual flu vaccine and one for a couple of acute care medications to treat an infection. The flu vaccine visits were very favorable with a professional and efficient staff. The acute care visit left room for much improvement. I was prescribed an oral antibiotic and a topical antibiotic ointment to treat an infection as a result of a medical procedure. The oral antibiotic was filled on the day it was prescribed. However, the topical (wound care) antibiotic ointment prescribed was not in stock. This is where things broke down from a pharmaceutical care perspective. First, there was no engagement from the pharmacist on how or what the patient (me) should do in the absence on this wound care med. Fortunately, I knew I had some over-the-counter ointment at home to get me through, but a non-medical person may not have known this and not known what to do. This could have been a significant wound care issue. Second, the clerk assured me they would notify me when the out-of-stock medicine came in. This did not happen. On day three I tried to call, got no answer, only to be point to their texting capability which I did. I texted them and asked if the ointment had been received and FILLED and to please advise. They responded, "Sorry about that! We do have that here whenever you would like to pick it up. Thanks!" Finally, when I arrived to pick up the prescription, that I had specifically asked in my text was "filled," the medication was not ready, and I waited for 40 minutes. They have a "will call" system so I know they fill medications for patients before they arrive, so patients do not have to wait but that wasn't the case for me. I asked the clerk if she would like my feedback and she listened politely, took my name and that's the last I heard. It's unfortunate this is a presentation of my profession, I know there are pharmacies out there who do keep the patient as the focus. I guess I'm still looking for one in Manchester. read more
