Egregious Pharmacist Conduct

On December 29, 2007, at 9:30 a.m., I had dental surgery to replace gum tissue that had receded from my teeth in the lower right jaw quadrant. After the procedure was over, my periodontist gave me prescriptions for antibiotics, prescriptive mouthwash and pain pills. I went to the CVS pharmacy closest to my house, located at 6360 West Third Street, Los Angeles, CA 90036, to have it filled.

Once there, I waited in line for ten minutes while the girl behind the counter read a beauty magazine. When she finally decided to help me, after being prompted by her supervisor, she informed me that my prescription would take 30 minutes to fill. At that time, it was 11:35 a.m. I returned to the pharmacy at 12:10 p.m. to pick up my prescription. I was then asked by another girl for my insurance card, which took another 30 minutes of my time to enter it into the system. At 12:40 p.m., I went back to the pharmacy to pick up my prescription only to be told by the attendant, Carol Lopez, that the pharmacist, Amy Cheung, had gone to lunch. She told me that as no medicine could be released without the pharmacist�s approval, I would have to come back in 90 minutes, after Ms. Cheung had returned from lunch. I asked if there was another pharmacist present only to be told that Ms. Cheung was the only attending pharmacist at the store at that time. I was then curtly asked by Ms. Lopez to �step aside,� as other customers were waiting. I stated that I had been waiting for over one hour already for my prescription to which Ms. Lopez stated, �Yeah, 90 minutes is a long time to wait in a lifetime.� I then asked to speak to a manager. The manager came just as Ms. Lopez was telling another customer that she could not release her diabetic medication for 90 minutes due to Ms. Cheung going to lunch. The customer became visibly upset and was also referred to the manager. The manager rudely told the diabetic customer to �calm down� or she would not help her. The manager then went on to explain that the pharmacy could not release any medication without the pharmacist�s approval or CVS would be fined. She then walked away without another word.

Exactly what kind of operation are you running? Not only do your employees have zero customer relations, but they seem to likewise have zero understanding of the repercussions of such outrageous behavior. The only pharmacist on hand leaving the store is the equivalent of the only emergency room physician leaving the ER. It cannot happen. It should not happen. Do you have any idea of the consequences that could occur if customers do not receive their medication? A diabetic could go into shock and in my case of post-surgical care, serious complications could ensue without proper antibiotics. As there is a strong nexus between receiving proper medication and preventing complications or disease, liability would fall squarely on CVS for failing to ensure proper standards are kept. I do not think that anyone needs to remind CVS of the lawsuits that could ensue from such egregious conduct.

I am further shocked at your employees� cavalier attitude toward their customers. Your customer is your base, and word of mouth travels quickly. My friends, family and colleagues were shocked that such a widespread business such as CVS would hire people who would behave in such a glib and uncaring manner. The matter is especially disgraceful when taken in light of the fact that it happened at the pharmacy, where healthcare and good bedside manners are paramount.

Lastly, I would like to state that if it is CVS policy to leave the pharmacy �unattended� while the pharmacist takes a 90-minute lunch break, signs should be posted letting customers know so their time can be used more efficiently.

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Let me give you an answer :)

1) You need to a new Dentist who gives a prescription before surgery. Good dentist and surgeons do that ...

2) The Pharmacist by law is entitled to a lunch break. Humans need to eat food to live. The Pharmacist is a Human, therefore he needs to eat! Don't you?

3) Talk to you insurance and ask them why they are cutting pharmacy reimbursements so maybe there could be two pharmacist splitting a 12 to 14 hour shift.

4) If you want quality service why are you going to CVS?!! It kinda like going to Burger King and expecting a 5 star hotel restaurant mannerism. Find yourself a good old fashion pharmacy.

5) CVS is a grocery store that decided there was money to be made selling drugs. They don't care about you. Don't be naive now. If they did they put more help in there. Please don't compare CVS to an ER you are trying to compare apples and oranges. In an ER you are a patient at CVS you are a customer two completely difference ways to see people

I hope this helped

The one who knows

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My Dad worked as a delivery man for a pharmacy for over 30 years..and not once was there not a pharmacist on hand..they employed two if one left the other filled the orders, if they were both there they both filled the orders..to this day one still works there the other has retired, but his Son has taken over his old job..now that's how a pharmacy is run!