On December 13, 2024, my most recent experience at Walgreens in San Carlos is so beyond "cruel and unusual punishment", that it's hard to believe. Fortunately, many other customers and employees witnessed it. The pharmacy manager verbally abused me. I'm a 73-year-old disabled widow on a fixed income. I was in need of a prescription, so my doctor called in the prescription hours earlier because she did not want me to run out on the weekend. This isn't a medication that can suddenly be stopped, especially an older woman who has preexisting conditions that can flare up under stress. The pharmacy manager provoked me by smugly telling me that the medication was there, but she would not fill it as it was not preapproved. (Months before, her abuse of authority was costly when she refused to give me a Medicare discount that I was entitled to receive).
When I told her I had significant financial and emotional issues setting up at home hospice, and could I get the Medicare discount until the insurance authorization was approved, she lied to me, and I had to pay over $50, not just over $5, with that discount. I told her that this enormous discount was available to anyone with Medicare Part B, and when I'd asked other employees at that Walgreens for the discount, and at other pharmacies, they gave it to me--saving me well over 50% of the cost to me if I filled it before the prior authorization was approved. I often can't drive, or afford to get rides, before my insurance goes through, so I may pay for it, to save me time and money. I did make a complaint about her to a store manager the next day.
A few days later, I had to see the dragon lady again. I had a question about an OTC medication. She made a point to tell me that she made sure the pharmacists, who legally gave me my Medicare discount, got in trouble with the district manager. They hadn't told me about the discount; civil servants told me. The last thing I wanted to do was get an employee in trouble. I'm known to give thank you cards, and big kudos to the great employees at Walgreens; I'm a firm believer in encouragement and making sure people get excellent references. and everyone who knows me knows how much I like to give small tokens of my appreciation. And Friday, the 13th wasn't the first time that this pharmacy manager had me confused and embarrassed, questioning my mind, but this was the first time that two other store managers came to her assistance, not mine although I was clearly sick and needed help. I get steamed up, literally, and my breathing gets labored. It's obvious to anyone that I can't breathe well, even using my inhaler. People ask me if I'm ok, or my doctor says to call 911. This is ageist and ableist discrimination and abuse, not to mention basic common decency.
On November 18th I had to fill a prescription, and willingly paid cash up front, before the prior authorization went through with my health plan. On November 22, I got a message from the pharmacy that my authorization was now approved, and to go to Walgreens and get my money refunded. And guess who I had to ask? She wouldn't give me my reimbursement, telling me I had to have a bank statement, although I put it on my Visa, and that should be in their computer. I have difficulty getting rides to my bank and standing in line. But 20 days later, I could prove it. I went to Walgreens; she told me they did not owe me any money, printed out a Patient Information Prescription Profile, stapled it and pushed under the plastic barrier for me as written proof. When I told her I was going to take the report to Aging & Adult Services to report elder abuse, she tried to grab the report back from me, then blamed me for a scratch she received from the staple at the top of the paperwork. read more
