The efficient distribution of medications is one of the most important responsibilities of a pharmacy. The medications prescribed by physicians are necessary to the healing process. When medication distribution is handled poorly, people suffer. On January 11 my mother suffered because of the inefficient distribution of medications.
My mother, Rita Ruthven, was prescribed a series of medications by her doctor, Dr. Karen Leggett, to deal with an acute issue after mom was discharged from the hospital and was having complications. My mother's pharmacy was Walgreen's at 6465 S. Tamiani in Sarasota, Florida. The (3) prescriptions were forwarded to this Walgreen's late on January 9 and I started calling the automated line that evening, and was told that one of the 3 was available. I continued to call the next morning and finally, around 10:00 a.m., selected the option to talk to a pharmacist. The automated system informed me for an hour that "there is one customer in front of you" and to continue to hold. After 90 minutes, I finally hung up and went to the site, only to find out that (in fact) the pharmacy was closed until 1/12, but the clerk didn't know why or if it would reopen. I escalated, and the assistant manager delivered the same message. I escalated to the highest ranking person, Annabelle (I know how to spell her name because she derisively spelled it for me) as she informed me that I COULD GO TO ANOTHER WALGREENS AND THEY COULD USE THE WALGREEN SATELLITE SYSTEM TO DOWNLOAD THE Rxs FROM THIS ONE AND GET IT FILLED. She said that there was a chemical spill that caused the closure and that everyone would just have wait or go to another Walgreens.
I followed her "guidance" only to wait in line at a nearby Walgreen's and learn that they could not use the satellite system (or any other system) to fill mom's prescription. In fact, I would have to have the doctor send the prescriptions to the new location. When I returned to Tamiani, I informed my new "friend" Annabelle that her "guidance" was wrong, what the correct process is, and that she should give correct information or no information at all. Do you think an apology was forthcoming? In a word, no! I will say that I was not shocked.
If Annabelle is the face of Walgreens, everyone should sell their stock. Her performance was woeful. I had the doctor's office send the prescriptions to the Walgreens at 5921 Clark in Sarasota, and (thankfully) was able to obtain them at 6:00 p.m. They did a nice job, and I was thankful for the good service.
The result of this fiasco is that my mother lost an entire day, because one of the meds must be taken in the morning or it would keep her up all night urinating. She was still in pain as overnight as we awaited the morning. Thank you Annabelle and Walgreens.
This situation, of course, could have been easily rectified. The automated system could have easily been altered to let your customers know that the pharmacy was closed due to an emergency and that, if the prescriptions were needed that day to contact your physician to make alternative arrangements. Annabelle could have understood and communicated the correct process. Unfortunately, none of this happened and it will cost Walgreens a very good customer, as my mother and family need a LOT of medication. read more
