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Thursday, September 9, 2021

Please Contact YOUR Patient

CPP: What is the most annoying change to happen to us (seemingly overnight) over the last decade or so? 
CP: I am most annoyed by doctors' offices that have outgoing messages on their phone trees that state: "If you are calling for a refill request, please contact your pharmacy and have them send us a request electronically". 
CPP: Yeah. Especially not helpful if you are calling to request a NEW prescription that the patient has never filled at your pharmacy before; they recently transferred from another pharmacy or state or provider and you need to get them a fill. You can't refill it if you haven't filled it. 
CP: I've decided to phlip the script on these offices. 
CPP: How's that?
CP: After each attempt at a refill, I will leave a voicemail message or note on the e-request that states: "Should you or your staff choose not to approve this medication request, it is incumbent upon you to call your patient and explain to them why you denied the fill/refill. We told the patient we would submit the request but that we did not have to power to approve or send the approval to the pharmacy. Patients have been instructed to follow up with you on all denials/non-responses after 48-72 hours.
CPP: You should also have a message on our phone tree specifically for the patients. 
CP: It just so happens I do: 
"It is up to the doctor to explain why they denied your request(s). If you do not hear from the pharmacy stating your refill has been approved, please contact your office until you get an answer. We can ask for a refill, but we can't make them review it, approve it, or send it back. We are busy giving shots and testing for COVID and not filling prescriptions or answering phones. Call your doctor until you get a response."
CPP: Nice. 
CP: Well, two can play at the game. Now if we could just use call forwarding to send them directly to Dr. Zoffis. Hmmmm. 
CPP: Can we include "we will no longer accept handwritten or phoned in prescriptions"? 
CP: I'll allow it. 
CPP: This reminds me of the time we talked about scheduling patients' office visits. Sort of.
CP: When we got tired of offices including those little notes on e-scripts and phone calls? 
CPP: Right. That, and when offices told us we should just have it ready when they get here. 
CP: Oh yeah! We just started telling patients they had appointments or they could just waltz into the office and they'd be seen immediately. 
CPP: Change the expectations. 
CP: Change the world!

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