This is NOT how the business of a profession is conducted. This is carnival stuff. I spoke with a local CVS pharmacist last Friday. I reminded her that I always get her call immediately. I reminded her that I consider her a colleague. She is not my enemy. Then I asked her if she was going to play the CVS-stall-call-the-patient-and-beg-game.
I said, “If you do that, Joanne, all bets are off. You will get no cooperation from me.”
She hesitated. ”I am supposed to, but I won’t”.
The following is the official CVS strategy. It was sent to me by a CVS pharmacist who apparently is disgusted with his company.
This is a professional embarrassment. I deleted all identifying names, e-mails, locations. These are messages from a middle manager at the home office in Rhode Island and comments
Sent: Fri, Aug 3, 2012 12:44:34 GMT+00:00
As we discussed at our Region meeting. When a Wag’s RPh’s calls us for a transfer instead of saying it will be an hour for transfers we should say, we will get back to you shortly. Then the RPh can call the patient to confirm, talk about the benefits of using one Rx and that they can still fill ESI scripts . Then we would get back to the Wag’s RPh.
Here is the guidance from legal regarding the interpretation of the state requirement:
Q&B has sent a confirming e-mail to the XX, but based on the language of the rule itself CVS can make the confirming phone call.
The rule provides that when a patient, caregiver or a pharmacy acting on behalf of a patient or caregiver requests that a prescription be transferred between pharmacies, the original pharmacy must immediately comply with the request.
Because there would be doubt about the authenticity of the transfer request where the patient or caregiver him/herself is in the pharmacy and requests the transfer, the pharmacy can begin the transfer process immediately.
However, in the interest of public safety, it is reasonable to conclude that it is acceptable for the pharmacy receiving the transfer request to contact the patient to confirm that the requesting pharmacy is truly acting on the patient’s behalf before it transfers the prescription. The prescription would not be transferred immediately upon the call from the pharmacy, but immediately after the pharmacy confirms that the requesting pharmacy is truly acting on behalf of the patient – a requirement of the transfer rule.
Hope this helps, I agree that stating an hour may seem LONG to Walgreens; we should maybe state as already suggested by HXXXXXX– “we will get back to you shortly”.