question regarding medication refill

[JennaShi]

Hi, who’s responsibility is it for refills?

situation:

We moved and I updated new pharmacy address. I tried multiple times to switch meds to new pharmacy online and it didn’t work. I put it request for a medication online, said it expired and there’s zero refills. Talked to pharmacy last week, and then yesterday and after a couple calls she tells me they can’t send in the request and that I’d have to call my drs office (found out at 5pm). Put in a request, nothing as drs office is closed (by this time it’s going on 3 days w/ o neuropathy medication). I call at 7 am this morning to drs and they said they received my request from yesterday and that it might take 48 hours to process. I assume my dr is back from her vacation. I call back to the pharmacy, nothing. I call to speak to a supervisor and the first guy i talk to agrees that it’s negligent of her to leave me without any refills (after explaining everything). He transfers me to a supervisor and she gets hostile as I’m insistent on this being dr error, saying it’s my responsibility and the pharmacy’s. I explain to her more than once that i had never been in this situation before and that theres an alotted amount of pills etc. she goes on to complain about having my drs and others loads and processing multiple requests etc. If you notify your drs office of change in pharmacy, and your prescription expires and there’s zero refills, and the pharmacy can’t process your request, who is responsible? I think this is what they get paid to do, they are a big industry; isn’t it negligent if your dr leaves and doesn’t atleast check to make sure there’s refills? There’s been a lack of communication with her in the past and I’ve had to ask more than once in a two month span for a cream she offered to prescribe me (us agreeing to try it out. I just don’t think this is right but I’m open to hear from others.

[weathervane]

This is really poor that you have been left like this . My pharmacist will usually give me enough tablets to cover me until i get next prescription. You could complain to your practice manager, this shouldn’t happen in the future. I hope you get sorted, best wishes xx

[JennaShi in reply to weathervane]

thank you Weathervane, I agree, halving a prescription expired has never happened to me before; especially one that is needed continuously. I definitely did, we don’t see eye to eye on this issue but the matter was resolved quickly once this conversation happened.

[Suvi8901]

Hi,

In the U.K. you can order ALL your repeat prescriptions online! Firstly you need to get a password +username +registration code from the GP’s receptionist which should not be a problem.

I use the Systonline service and any locum GP at the practice signs it off. It then goes straight to the pharmacy electronically and you can opt for home delivery.

Should be SIMPLES? But!😳😢🫣

[JennaShi in reply to Suvi8901]

Hi Suvi8901,

Thank you I did already try this. I’m not in the UK, but the problem was that I transferred pharmcies and moved and somehow, so far this was the only one that caused me problems and there was just a lack of communication on what should be done. I hope we won’t continue to have problems.

[Chris21]

sounds like the doctors surgery is at fault. I use the systmonline where you can see all your records and request meds. It will tell me when I can reorder and when I can’t until I’ve spoken to a GP which normally is every three /six months. My prescription is then sent to pharmacy electronically (again I can see online if this has been done) there is one slight thing that I’ve noticed over recent months, on the notification it says meds will be ready in 3 working days, that’s not true, it takes at least 3/5 days after the 3 days stated. I’ve experimented and tried all the local pharmacy’s in the area and they are all the same! Guess it depends on where area you live and how populated it is?

I hope by now you have got your meds sorted.

[JennaShi in reply to Chris21]

Hi Chris21,

I hear what you’re saying and think you may have been shafted as well. It’s honestly a terrible feeling understand. Have you recently moved? If not I would also recommend talking to your case manager to have this resolved. Or maybe the Supervisor/ manager at the pharmacy. So important that someone has to take these matters seriously as the meds that are continuing need to be remembered and received.

[marypw]

It looks to me that you are in the US and most of us here are in the UK, which has the NHS and completely different systems for prescriptions. The GP is responsible for all our prescriptions and we pick them up from the pharmacy (with varying methods of requesting them).

Hope you get yours sorted.

[JennaShi in reply to marypw]

that is really good to know. I still haven’t really determined who is responsible as I’ve heard blame pushed on both and myself. In US, some people in a different group have said they just keep track of their meds and it’s the pharmacy. I think I was just shafted as I didn’t know who to communicate with. I feel I did my diligence in starting early before the meds ran out by creating an account online, trying to to transfer everything online like I was told, and it didn’t work, trying to request it online, calling the pharmacy twice before being told I needed to contact office, requesting on their sight, and then calling, and finally calling their office twice. It was a frustrating process for sure. It did thankfully get resolved even though they were hostile. Now to just get the right dose.

[KayHimm]

Jenna - I think the pharmacy generally contacts the doctor’s office when you are out of refills. Someone should be covering your doctor while on vacation and sending in the refill. I have run into trouble at times, too, particularly with a drug that is considered a controlled substance and has to be filled at the pharmacy.

Hope that helps. How are you?

Xx Kay

[JennaShi in reply to KayHimm]

thank you Kay,

That is good to know and am sorry you’ve had trouble too. I think in this situation, it was that expired? Not sure why or what that means, everything else transferred. I wonder if Gabapentin is a controlled substance. I will look that up and see if that’s why.

[KayHimm in reply to JennaShi]

Could it have meant out of refills? The doctor usually indicates how many times the prescription can be refilled. Very sorry you had to deal with this issue. It’s always when everyone is on vacation, right?

[JennaShi in reply to KayHimm]

sorry for the delay, we’ve had some pretty hard stuff come up. I’m not sure exactly, it said it expired so I’m not sure. I was able to get it sorted thankfully and apologized for my behavior. Neuropathy sure causes a nasty side to come out, I just have to get the right dose for future refills. How are you doing Kay? It’s finally October! I hope it’s nice where you are 💜

[AgedCrone]

Are you in the UK?

[JennaShi in reply to AgedCrone]

Hi AgedCrone, no I’m located in the US :).

[AgedCrone]

As no doubt somebody has explained by now inUK…..…our rheumies tell our GP the drugs we need & they issue the prescription…which we can pick up, or if they are drugs to be delivered….we get on to that company to sort thiiings out. That is the advantage of infusions you just have to book your date and turn up.

[JennaShi in reply to AgedCrone]

thank you AgedCrone for your comment, unfortunately something in the system didn’t work out and I got shafted but now it’s sorted. I’m glad to know that you know who to talk to if it ever happened to you. I know now who to talk to and am prepared this time thankfully! Neuropathy can be nasty if left unchecked!

[KayHimm]

Jenna - one suggestion is to check all of your meds to see how many refills you have, particularly before your appointments. Your doctor can easily add refills during your visit. I am not good at all about staying on top of it but know I should 😅

[JennaShi in reply to KayHimm]

Same here KayHimm! That’s a great idea though. There seems to be a lot to keep track.

[Wendy39]

Just a thought, I am able to use an online ordering service for my GP surgery and when I do this, there is a box where I can write comments, which I use if necessary. But I know that next to all of my medications listed there's a number of how many more repeats I can order. If that goes to zero, you need to see a GP for a review of your medication and them approve the meds staying on your repeat prescription. Luckily, I also have an email for the pharmacist at my GP surgery and she is very helpful. But I know that here in the UK, if for example, I go away for a weekend and forget to take my medication, I should be able to get an emergency supply from a pharmacy/chemist, once I have given them my details and a copy of my repeat prescription.

It is a hassle though and I know my system often fails and I'll get to the surgery and there's been a mistake, or the wrong brand put in or a drug left out.

[JennaShi in reply to Wendy39]

Hi Wendy,

it’s definitely good to know your options, and find more ways of keeping on top of meds. I’m sad to hear that sometimes it doesn’t work, but everyone is human and we all make mistakes. I still have some unfortunately going to the wrong location despite letting the drs know. There seems to be alot to keep track of.