Our experience with this pharmacy was extremely disappointing, particularly because Becca is medically dependent on TPN, antibiotics, antifungals, and central-line care.
From the beginning, we experienced repeated problems with missing medications and supplies, poor communication, unpredictable delivery times, and significant organizational issues. We spent countless hours making phone calls just trying to find out when essential medications and supplies would arrive. On multiple occasions, Becca's TPN did not arrive until approximately 11 p.m. A patient who depends on TPN should not have to repeatedly call and essentially beg for their nutrition and medications to be delivered.
The IV pole and line supplies also arrived dirty and appeared not to have been properly cleaned, which was extremely concerning for someone with a central line.
We also had serious concerns regarding central-line care. The central-line dressing change performed by a nurse did not appear to us to be done using appropriate sterile technique. A silver antimicrobial patch we had specifically requested also took more than two weeks to arrive.
Ultimately, Becca ended up in the emergency room with a blocked central line, which had to be replaced only about two weeks after discharge. We cannot say definitively that the earlier problems caused this, but we were extremely concerned because requested heparin flushes and other supplies necessary for her central-line care had not been provided as expected.
The level of communication and follow-through was simply not what we expected from a company providing comprehensive TPN management. When someone is medically dependent on these services, there is no room for this level of disorganization.
We have communicated our concerns to Stanford and intend to formally document the experience with the appropriate organizations.
What made the experience even more frustrating was seeing the difference with Option Care. Their first delivery was organized, professional, and clearly managed. Supplies arrived in freezer boxes, we received a text about an hour before delivery, medications and supplies were organized, each box had a detailed inventory sheet, and the IV pole was new. They also provided a mobile TPN pump and a fanny pack designed to carry it.
The difference in service was enormous.
We ultimately decided to stop using this pharmacy. For a patient requiring complex home infusion and TPN care, reliable communication, organization, cleanliness, and timely delivery aren't luxuries -- they are essential. read more