In an effort to get my prescription transferred from Express Scripts to a local, large grocery store pharmacy. Facing difficulty and four calls to try to get it done, I emailed a somewhat critical note to customer service. And to be clear--I'm not confused. I am advocating for better customer care. CARE.
Below is the kind reply explaining the pharmacy's challenges:
"My name is [name] , and I am the supervisor for the [location] at [large grocery store] . I am emailing in response to a note I received from our Customer Care team regarding your feedback on transferring prescriptions from Express Scripts to [store name]. I hope I can share some information that clears up some of your confusion....Unfortunately, we also often encounter longer-than-anticipated hold times when we call these mail order pharmacies, as we are often transferred multiple times before actually reaching the facility to speak with appropriate staff. We do our best to obtain the transfers in a timely manner, but sometimes, unforeseen circumstances do occur. That said, I will be sure to follow up with the team at [location] to ensure there are no unnecessary obstacles preventing prescriptions from being transferred in the timeliest manner possible."
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