ComplaintsforAlco Pharmacy Service

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Alco Pharmacy provides medication, on a monthly basis, to my daughter (I am her guardian). This month they did not fill the medicine but did not contact us or her provider. This is a medication that can cause mania along with other serious effects if stopped suddenly. The result has been that the pharmacy did finally fill the prescription, but only after repeated phone calls from my CVS/Caremark Case Coordinator. When I contacted the pharmacy myself, I was treated rudely, and the staff person could not answer why this happened since they have been billing a government agency for the medication for nearly two years. The potential for life altering consequences for my daughter creates a need for assurance by the pharmacy that this will not happen again, along with an understanding that they provide a crucial service that should not be minimized or taken lightly.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/12/05) */ David ******* <********@alcopharmacy.com> 11:22 AM (14 minutes ago) to ************@bbb-email.org, me, Barbara, jamie, Neakia, Taibika It is true that ALCO provides monthly medication to an individual related to the complainant. Our pharmacy specializes in the needs of the I/DD community and works with I/DD Residential Service Providers to provide medication to thousands of individuals. For HIPPAA reasons, we cannot share the specifics of the individual's name, diagnosis, or medications. This complaint lacks details for us to address the specifics of this situation, but we can confirm that an individual related to this complainant has received monthly medications from ALCO consistently over the last two years. More specifically, the individual has not missed a dose of the kind of psychiatric medication described in the complaint. ALCO does insist on having a signed physician's order or electronic order in order to dispense medications. We work with prescribers and residential service providers to ensure we have updated orders before dispensing the monthly medications. Our objective is to deliver the monthly medications approximately 7 business days before the start of the calendar month. From time to time, we may delay the delivery date of the medication in order to ensure we have the orders on hand or the claim is paid, as in the case of a high priced medication. If our staff had difficulty in explaining this process or why there may be a delay in medication delivery, we sincerely apologize. Our staff is directed to work with this individual's residential service provider and designated nursing staff, who is always aware when we are looking for missing signed orders or issues in resolving the billing. However, we must insist that at no time was the individual related to this complainant without medications. Consumer Response /* (2000, 7, 2022/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The medication in question was not delivered with the original order of other medications within 7 days. It was finally delivered the night that the last dose was taken and only because I spent hours securing a Case Coordinator to investigate. I should hope this never occurs again for anyone.

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