ComplaintsforCypress Pharmacy Inc.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cypress Pharmacy filled and outdated prescription for Lisinopril 5.0 mg that was not requested. They charged me $6.50 and will not refund my money. This was done on April 10, 2023.I spoke to the on duty pharmacist and she refused to refund this even though they made the mistake. I spoke to *************** who issued my current prescription for 2.5 mg Lisinopril and his office did not issue a refill. Someone at Cypress Pharmacy called my other doctor and asked for a refill for the old, incorrect prescription. I did not request this refill and the doctors office told me they would NEVER issue a refill without me or the pharmacy requesting it.I asked for the owner to call me about this issue on Wednesday April 12 but I have not be contacted.

  Business response

  04/17/2023

  Due to ******* Law Section 485.016(1)(l), ******* Statutes, provides that it is a disciplinary offense for a pharmacist to place in the stock of any pharmacy any part of any prescription compounded or dispensed which is returned by a patient. The doctor prescribed Lisinopril 5mg on 4/7/2023 by electronic transmission. If this was the wrong dose, then the doctor should not have approved the prescription and electronically sent the prescription to the pharmacy. The patient states that the dose should be Lisinopril 2.5mg, but the doctor has not prescribed this dose for the patient since 11/30/2022, which was also sent by electronic transmission. All records of the electronic transmissions can be provided. Furthermore, the prescription was picked up and signed for on 4/10/2023. A copy of the signed receipt can be provided. Unfortunately, this was an error by the prescriber, and the patient did not question the prescription until after it left the pharmacy. The pharmacy personnel explained that medications cannot be returned once they have left the store, by law; therefore, there is nothing that the pharmacy owner can legally do refund this patient, especially since the pharmacy is not at fault. As of 4/17/2023, the doctor has still not approved the dose that the patient is requesting.

  Customer response

  04/18/2023

   
  Complaint: 19940091
  
  I am rejecting this response because:  The Pharmacy contacted the doctors and requested a obsolete prescription.  They need to look at their records and see that the 5mg dose was replaced with a 2.5mg dose.  They have these records.  Second, I did not ask the pharmacy to contact the dr for a refill, they did that on their own and requested the wrong, old, dose.  It is their responsibility.

  I don't care if they take the incorrect does back, they need to refund my money.  
  
  Sincerely,
  
  *************************

  Business response

  04/18/2023

  The pharmacy is unable to issue a refund for this prescription, since this record would show that the medication was returned, if a refund was issued. This would trigger an insurance audit that would signal the pharmacy illegally refunded a medication that already left the store. If the doctor's ****** is approving obsolete prescriptions, then the doctor's ******** needs to be investigated. It is the doctor's responsibility to send the correct prescription to the pharmacy. The doctor is responsible for updating any prescription requests with the correct medication and dose, since they are responsible for keeping up-to-date medical records. Dose changes happen all the time, and the pharmacy cannot control what a doctor is prescribing. As of 4/18/2023, the doctor has still not approved the medication that the patient is requesting. We recommend the patient spit the tablets in half and contact their doctor to send the correct dose for the future.

  Customer response

  04/19/2023

   
  Complaint: 19940091
  
  I am rejecting this response because:  This is pure nonsense.  The pharmacy is the one that contacted the doctor and asked that this prescription be refilled.  The doctors office will confirm this.  So, I did not ask for this prescription be refilled, the doctors office did not ask that this prescription be refilled.  CYPRESS PHARMACY contacted the doctor and asked that they send a refill prescription.  CYRPESS PHARMACY can see by their own records that this dose was an old one.  CYPRESS PHARMACY can see that the last dosage they filled for this medication was for a smaller does then they asked the doctor to reissue.  It is very clear that they made the mistake.  WHY was this prescription even filled, I did not request a refill.  Are they now deciding what medication I should be taking, they need to be investigated.

  This pharmacy should be audited for the unauthorized actions thay have taken.

  
  Sincerely,
  
  *************************

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