ComplaintsforGiant Eagle Inc

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to giant eagle to refill my prescriptions...they filled them before...today, the ****** pharmacists required me to tell her why I was taking 2 similar meds...I told her one was for one thing and the other was for another. She said no...I was specifically why your taking them or im not giving them to you...well it's ******* *******..anyone can figure that out...and one is ******l for another issue...she made me tell her I have **** *******..right in the public eye. Never went into the "consultation" room they have...I told her it was very private. She said she didn't care and I was not getting the meds until I told her...everyone was around...I already told the **** pharmacists why...this is crap...I am considering legal action for her actions...

  Business response

  10/13/2021

  Better Business Bureau
  Serving Western Pennsylvania
  
  Re* ********* ** *********
  
  The above-referenced complaint was forwarded to my attention due to the privacy claims raised. The customer
  complained because a pharmacist questioned him about his prescriptions in an attempt to resolve a potential
  therapeutic duplication issue.

  
  HIPAA allows for patient/healthcare provider discussions in a healthcare setting and does not require the
  healthcare provider to eliminate all possibility that information may be overheard, but instead requires
  reasonable safeguards to be implemented and followed. In our pharmacies, we have implemented reasonable
  safeguards by designating areas where waiting patients should stand to allow for a privacy buffer, and we train
  our pharmacy employees to use appropriate voice volumes when interacting with patients and/or to use a
  private counseling area when available and appropriate.

  
  In this instance, we followed up with the pharmacist involved and determined that her voice volume was
  appropriate and that there were no other customers in the area at the time the conversation occurred. Her
  impression was that the customer was embarrassed by her questions because she is a female. In fact, the
  customer’s statement confirms that he was previously questioned about this duplication by a male pharmacist
  and raised no objection to these inquiries at that time.

  Nevertheless, our Pharmacy District Leader contacted the customer to apologize for the incident and offered a generous gift card for his inconvenience.

  The customer refused the gift card and instead demanded that the pharmacy waive future prescription co payments, which is
  prohibited under the terms of our payer agreements. When this was relayed to him, the customer indicated that
  he would be filling his prescriptions elsewhere going forward.

  
  While we regret that we were unable to satisfy this customer, we assure you that we take our obligation to
  protect patient privacy very seriously and appreciate the opportunity to address his concerns.
  Sincerely,
  GIANT EAGLE, INC.

  Customer response

  10/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I did tell a **** pharmacist about the issue...you have a consult room, why build it if your not going to use it...the manager tried to buy me for 100.00 for embarrassing me.so let's get that correct...not very generous to me...I am worth more than that...it was her attitude and yes it was a *******.how would a ***** act if she was asked personal questions on a very personal issue? Especially the entire pharmacy is made up of *****? Then what. Well that is what you did to me...I will NEVER shop in or get anything at a giant eagle again....
  
  Regards,
  
  ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩