I needed a prescription adjusted. I called 7 days ago, on Tuesday morning. I had to leave a voicemail. Didn’t hear back so left a second message Friday. Still nothing so Monday morning I call the front desk to ask for help. She said she was unable to help me and said sending a message on the patient portal is the fastest way to handle my request. I let her know I’d been waiting 6 days already for a response. She assured me the portal is monitored daily. It has been 24 hours since I sent the message on portal and still nothing. A full 7 days to get a response is absolutely ridiculous and unacceptable. If this practice is so inundated with patients they can’t respond to a patient request after a week they should quit taking new patients until they have the staff and infrastructure to serve those they already have an obligation to treat. Having a patient go this long without a response for an extremely simple and routine request is an atrocity! I am sincerely disappointed and frustrated.
***UPDATED. Afternoon of day 7 I get a text that says my prescription was sent but it was sent to the wrong pharmacy despite my voicemails and portal message providing my pharmacy information. After another call I got it sent to the correct pharmacy. I go pick it up and it’s the WRONG MEDICATION. They resent a prescription for my previous medication (which was not even out of refills) and not what I requested via voicemail, portal message AND actually speaking to a human being. Entering week 2 of still not having what I need. This has been absolutely surreal and the absolute worst patient experience I have ever had. I finally just called and broke down to the front desk because I don’t know what to do at this point! I have never seen this level of incompetence and carelessness 😭😭😭
