CVS

Following my release from Abington Hospital after two days and nights in the Out Patient Observation Unit, I was discharged on the afternoon of Dec. 24, 2019. Before returning home, I went directly to CVS store 7065 located on Lincoln Dr in Philadelphia PA to get the RX for a new medication filled; it was Metoprolol Tartrate 50 MG tab. At approximately 3:45 PM I was informed by the pharmacist's assistant on duty that the pharmacy was extremely busy at that time and could not fill my prescription for at least 30 minutes. She then asked me to leave the RX and confirmed my cell phone number in order to notify me by text when it would be ready for pick up. I left the store at approximately 4 PM.

After receiving no text or call from the pharmacy, I returned to the store shortly after 6 PM. Much to my dismay, while the store was open the pharmacy was closed; however, the pharmacist was still on the premises. Nevertheless, she communicated with me via a slit in the security screening. When I inquired about my RX, pointing out that the text notification promised was never received, the pharmacist told me that the pharmacy was closed, the cash registers were shut down, the store would be closed on Christmas Day, and I could get my RX filled at the 24 hour CVS pharmacy in Lansdale PA.( 31 miles away) Moreover, she did not offer to return my RX to me so that I could get it filled elsewhere.

My attempts to communicate my plight to the pharmacist fell upon deaf ears: 1) I had just been released from the hospital that afternoon; 2) the RX submitted was for a new medication I needed to continue taking that very evening; 3) my diagnosis had included elevated blood pressure near stroke level; 4) without the new medication my health was in jeopardy; 5) Lansdale PA is 31 minutes away.

Needless to say, as a long-time CVS customer, I am beyond shocked at what occurred. First, to have been misled by pharmacy personnel regarding when my RX would be filled is inexcusable. Second, I trusted the information given about when and how I would be notified that the RX would be available for pick up. Third, Ms. Nyguyen peeping though the slit on the red shutters communicated to me that she thought I was potentially dangerous. As an African American female customer, I was not worthy of a face to face contact even though she was behind a drawn open protective screen. Fourth, as an experienced CVS customer, I am accustomed to such notifications being standard practice.

Having just been hospitalized for major blood pressure issues, the last thing I needed was a set of circumstances to elevate or aggravate my condition. Regrettably, that became my reality. Frustrated, I left the store and returned home to ponder my dilemma in panic mode. Fortunately, two of my friends assisted me in generating alternative solutions. I had to call the hospital for additional help resulting in me getting the medicine around 10 PM that night.

Summarily, I am confident that what happened to me on Dec 24 at the 7065 Lincoln Dr. store is outside the realm of customer care that CVS is striving to maintain. At no time have I ever believed that CVS did not share an interest in assisting me with my health needs until now. My confidence in the pharmacy at the Lincoln Dr store is forever shattered. Ms. Jaime Nyguyen may meet CVS' standards as a pharmacist, but, in my experience, she is woefully unprepared to interact with customers dealing with time-sensitive health matters. Perhaps my situation was an isolated incident, but one that CVS can ill afford to have repeated. That is why it was important for me to communicate what transpired as soon as I was calm enough to do so.

Should you desire additional information regarding this matter, I can best be reached as follows: Portia Hunt, Ph.D. [protected] C; [protected] H)
607 E. Sedgwick St., Phila., PA. 19119. [protected]@gmail.com