I have worked with PharmaCare for over 20 years, and while they are known as one of the primary…read moreenteral and medical supply providers on Oʻahu, I feel it is important to share this experience in the interest of patient safety and system improvement.
My child is medically fragile and relies on enteral formula, syringes, extension sets, and a G-tube device for daily survival. These are not items that can be purchased at a store, and timely, predictable delivery is medically necessary.
On multiple occasions, scheduled deliveries were either missed or significantly delayed without any communication from the company. In the most recent incident, a delivery requiring a signature was scheduled within an 8 a.m.-5 p.m. window. A caregiver stayed home all day, yet no delivery occurred and no call was made to notify us of the delay. The delivery ultimately arrived close to 11 p.m., which created safety concerns for both the driver and our household and disrupted a medically fragile child who is seizure-prone.
While we were relieved that the supplies were eventually delivered, the lack of communication, follow-up, and explanation was concerning. When deliveries involve life-sustaining nutrition or medical devices, "eventually delivered" is not sufficient. Late-night deliveries, missed windows, and absent courtesy calls pose real risks--especially for families caring for children with special needs, elderly patients, or individuals dependent on oxygen or other medical equipment.
Over the years, there have also been recurring issues with inaccurate patient information, lack of follow-up on backordered items despite promised callbacks, and inconsistent communication from both office staff and delivery services.
I want to be clear that my intent in sharing this is not to single out individual employees, but to highlight systemic issues that I hope leadership will address. Improved communication, accurate patient records, proactive notifications about delays or backorders, and clear delivery time boundaries would significantly improve safety and trust for patients and caregivers.
I am sharing this so other families and caregivers are aware, and in hopes that PharmaCare will continue working toward the level of reliability that medically dependent patients truly need and deserve.