A member called me and said “My doctor authorized me to get three pills a day. WHY am I only being sent two pills a day?”
I asked for the prescription number. It dated back to 2010. This happened in 2014.
“It must be an old bottle,” she said. “But why am I only getting two a day? My prescription says three a day.”
I asked her when the last time was that she got medicine from us.
“I’m expecting it any day now,” she said. “You’re supposed to be sending it. I have the prescription right here.”
“Have you sent it in yet?”
“No. But it says three a day.”
Okay, let me get this straight. The last bottle this person has from us dates from four years ago. We have to have the prescription, of course, before we can send medicine.
She isn’t asking me why we haven’t sent the medicine yet, she’s asking me why her bottle, now, says two a day. So she’s asking me in effect why her prescription, that she is holding in her hand and hasn’t sent in, doesn’t change the bottle that she got four years ago to read “three a day.”
I politely told her she had to send in her prescription and we would be happy to send her three a day.
“Oh,” she said, as if it was a new idea. She was not elderly. She was a working professional. Who apparently thinks I have a time machine.