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florida80 · 12-27-2020

Unfiltered Story #219137
CONNECTICUT, PHARMACY, USA | UNFILTERED | DECEMBER 25, 2020
(I work as a pharmacy technician, and usually am working the pick up counter. It’s slow one day, so I start answering the phones, as the phones are ringing off the hook. This is one of the calls)
Me:[pharmacy name], [My name] speaking, how can I help?
Customer: Hi my name is [gives name and address] and I want you to stop calling me.
(Our pharmacy is known for sending out a lot of calls, both automated and in person, so this isn’t an unusual complaint. As a result we mark certain profiles with a non-outreach message so techs and pharmacists will know not to call)
Me; I’m sorry to hear that, now what’s your date of birth so I can make a note not to call?
Customer: It’s not for me, you keep calling for a foreign name, **says some odd and long name, that I have no hope of spelling**, and that person has never lived here, and I haven’t used your pharmacy in years!
(Due to HIPPAA laws, I can’t just look up the patient profile, since that would be giving out personal health information, and is against the law.)
Me: Alright, so I can’t access the patient profile, but if you call [helpline that deals with customer service, including automated calls], they’d be able to remove your number from the calling list.
Customer:**now irritated** why do I have to call, when you’re the ones making the mistake?
Me: because we can’t just look up a profile based on a phone number, especially where you don’t have a full name, or date of birth, that’s accessing unnecessary personal health information, and it’s against the law.
Customer: But why can’t you just remove the number from the calling list?
Me:**realizing I’m not getting anywhere** because even if you did have the personal health information, it still wouldn’t stop any automated calls, the only way to stop those would be to call [customer helpline]
Customer:**groans** fine, I guess I’ll have to answer the phone and tell them I don’t use their drugs anymore. (note, answering the phone would only stop non-automated calls, this wont remove all calls. I also glance at pick up, and realize there’s a line forming.)
Me: Alright sir, have a good day.
Customer: Thanks for nothing! **hangs up**
(Fortunately, most other people I’ve dealt with this problem have been more understanding, and do call the helpline).

12-27-2020	#518
florida80 R11 Độc Cô Cầu Bại Join Date: Aug 2007 Posts: 112,250 Thanks: 7,296 Thanked 45,890 Times in 12,765 Posts Mentioned: 1 Post(s) Tagged: 0 Thread(s) Quoted: 511 Post(s) Rep Power: 139	Unfiltered Story #219137 CONNECTICUT, PHARMACY, USA \| UNFILTERED \| DECEMBER 25, 2020 (I work as a pharmacy technician, and usually am working the pick up counter. It’s slow one day, so I start answering the phones, as the phones are ringing off the hook. This is one of the calls) Me:[pharmacy name], [My name] speaking, how can I help? Customer: Hi my name is [gives name and address] and I want you to stop calling me. (Our pharmacy is known for sending out a lot of calls, both automated and in person, so this isn’t an unusual complaint. As a result we mark certain profiles with a non-outreach message so techs and pharmacists will know not to call) Me; I’m sorry to hear that, now what’s your date of birth so I can make a note not to call? Customer: It’s not for me, you keep calling for a foreign name, says some odd and long name, that I have no hope of spelling, and that person has never lived here, and I haven’t used your pharmacy in years! (Due to HIPPAA laws, I can’t just look up the patient profile, since that would be giving out personal health information, and is against the law.) Me: Alright, so I can’t access the patient profile, but if you call [helpline that deals with customer service, including automated calls], they’d be able to remove your number from the calling list. Customer:now irritated why do I have to call, when you’re the ones making the mistake? Me: because we can’t just look up a profile based on a phone number, especially where you don’t have a full name, or date of birth, that’s accessing unnecessary personal health information, and it’s against the law. Customer: But why can’t you just remove the number from the calling list? Me:realizing I’m not getting anywhere because even if you did have the personal health information, it still wouldn’t stop any automated calls, the only way to stop those would be to call [customer helpline] Customer:groans fine, I guess I’ll have to answer the phone and tell them I don’t use their drugs anymore. (note, answering the phone would only stop non-automated calls, this wont remove all calls. I also glance at pick up, and realize there’s a line forming.) Me: Alright sir, have a good day. Customer: Thanks for nothing! hangs up (Fortunately, most other people I’ve dealt with this problem have been more understanding, and do call the helpline).