—
As per a couple of blog entries, I mentioned a few “improvements” that CVS.com could take to ensure excellent customer service. On Sunday, I called the main phone number to refill a prescription. But the computerized voice said the pharmacy was CLOSED and will open at ten o’clock in the morning, although the local branch is opened 24-hours! It later did “promise” a fill date on Wednesday, which was yesterday.
Paw went to pick-up the medicine but it was not ready. CVS told him that they didn’t receive the “fax” from the prescribing doctor. So Maw called up Michelle, who claimed that she didn’t receive the “fax” from CVS and told Maw that she will check and that her “fax” was finally sent. I later received the text message to “pick-up” the drug.
So in this blog I wonder who was at fault. The computerized system of a big company, such as CVS or perhaps the turned-off fax machine of the small doctor’s office or perhaps it was a human error from either side. We will never know since either side will claim they did their best effort to process our/patients’ requests.
It is up to the consumer/patient to call both the pharmacy/prescribing doctor processed the requests. Once again, if stupid/young people like me relied heavily on “automated systems” and don’t bother picking up the damn telephone to talk with real human beings/people, who are for the most part IMPERFECT, what “guarantee” is there that quality service will be provided?
Perhaps, TPTB and pals could include an outside/independent auditing firm to make sure either side is complying in a timely manner. I don’t think computers or websites or anything done electronically is to blame. It is the people who don’t do their damn jobs! And in light of the HealthCare.gov website problems and issue, I don’t think that is a main debacle to why people cannot sign-up to comply with the healthcare insurance mandate.
Leave a Reply