I just got off the phone with one of your representatives. I am a Blue Cross/Anthem patient, on Copaxone, and have been ordering from their service for about a year.
Prior to this, I was ordering from Shared Solutions and in the ten-plus years that my meds were handled by them, I never had a problem; however, within the period Precision Rx has handled my meds, I have encountered four occasions where my medication did not get to my address in a timely manner, despite the fact that I called, leaving them sufficient time to send and the meds were promised on a suitable date.
On one occasion, the UPS slip was not given to the driver, leaving him with no delivery address; on one occasion, they told me that I had asked for it on a later date than I did. My husband spent hours on the phone and was tossed among service reps until he finally go to a manager. The third time, the reason for the meds' tardiness was never revealed to me.
This time, I spoke to a representative 13 days before I needed a refill. She was supposed to check into my secondary insurance and get back to me. Now, five days later, I called again for status, only to be told that I needed a new perscription and that Precision had, supposedly, been trying to get through to my doctor.
When I asked today's representative if she could call my neurologist again, she responded: "This is not on us, now. Maybe you should call him. We're just holding it until we hear from him."
I called. His secretary, with whom I've been dealing for 12 years with no problems, found no request and promised to get the refill ordered.
Sadly, the attitude with which I have been treated is unacceptable. I am a patient with a disability that, thankfully, has not progressed and has not hindered me in any real way... Perhaps partially due to this medication. With M.S., nothing is certain, except for one thing: If an M.S. Patient is put under undue stress, he or she is more prone to relapse.
Precision's job is not one of profit alone. It is one of service. Since the representatives treat patients as though they are 'responsible' for Precision's foibles, or the doctor's, my opinion is that they are failing in that service.
If a specialty med company does not hear back from a patient's doctor, in the course of a week (the supposed perscription request was allegedly sent on the 2nd) it is then their responsibility to either send again, notify the patient or both. If a customer rep is incapable of treating a patient with decorum and understanding, he or she is in the wrong profession.
I will be sending a copy of this complaint to my insurance company. They should know what their pharmacies are doing.
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