Leave The Medicine To The Medical Professionals
CURRENT EVENTS, CUSTOMER SERVICE, FLORIDA, PATIENTS, POLITICS, USA | HEALTHY | APRIL 29, 2020
I work for a mail-order pharmacy that also manages pharmacy benefits. I work in our Medicare division, so 95% of my customers are over 65. This is just after the president has started to praise a certain medication for Lupus as a treatment for this recent widespread illness.
I get a call from a woman nearly sobbing.
Me: “This is [My Name]; how can I help you?”
Caller: “Yes, this is [Caller]. I saw on the news that the president was saying [Drug] could treat the outbreak.”
As I am pulling up our scripting about this, I look at her account and see she is already taking the medication and has claims going back a couple of years.
Me: “Well, ma’am, we understand the concern—”
Caller: “Is there going to be a shortage? What if I can’t get my Lupus medication? I’ve been taking this for ten years!”
This poor woman is sobbing.
Me: “Ma’am, I certainly understand your concern. And we are keeping up with the reports coming out. At this time, I want to assure you that we are prioritizing our patients who already have a valid prescription. If you’re still worried, then when it’s time to renew the prescription, have your doctor state the reason it’s being prescribed. At this time, we have not received word of a shortage, but we are monitoring the situation daily.”
Caller: “Oh, thank you! I just heard the president saying it on TV and now I’m afraid everyone is going to buy it up!”
Me: “Again, I can understand, ma’am. Please know that if there is an issue, we will let you know right away! Is there anything else I can help you with?”
Caller: “No. Oh, God bless you! Thank you!”
She was one of eight that week. Do these politicians not realize their words have effects on people?
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