I had a minor outpatient procedure this week, and afterwards I needed two prescriptions filled. The doctor's office called the prescriptions in, and I arrived at the pharmacy about two hours later expecting to dash in and out. I felt pretty crappy, so when I was told that yes, the prescriptions had been called in but they hadn't been filled yet, I was annoyed.
Apparently the doctor's office was supposed to tell the pharmacy when I was going to be in to pick up the prescriptions. Hmmm...did the pharmacy ask the doctor's office when I would be in to pick it up? Did the pharmacy call me to clarify? More questions--of the seven or so employees behind the counter, why was only one person at the pharmacy counter helping customers despite a line 6 people long? Is it right that one customer skipped the line entirely by going to the drop-off desk rather than wait behind us poor fools in line for the pick-up?
So after a considerable wait in line, I had to kill another ten minutes or so for my prescriptions to be filled. These are the the same prescriptions that had been called in hours earlier. Ten minutes can seem like a long time when you are nauseous and have just traipsed across a parking lot and through a store, and already cooled your heels in line.
The ideal customer, in the retailer's eyes, would spend that time shopping around making high-margin impulse purchases. Instead, I sat on a hard bench uncomfortably close to an un-sound-proofed bathroom and flipped through a magazine I grabbed from the display by the register (with no intention to buy). It was clear that I was not welcomed to wait by the pharmacy and little provision for comfort had been made.
The mix-up I encountered is consistent with other interactions at that same pharmacy. The cost of prescriptions from a pharmacy is hard to compare if the drugs are covered by insurance--not impossible, but it does demand considerable legwork. So I don't know if it is cheaper for me to use the big-box retailer, and I'm pretty frustrated with the one I've been using.
The next time I need a prescription I'll try a local pharmacy. I'm not seeing the ability to sell cheap t-shirts and diapers translate effectively into a more service-oriented business like the pharmacy. What's your experience with the pharmacy at big-box retailers? Is my experience consistent with yours or not?
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