Say What You Need To Say - An Update

Earlier this month, I received a call from a friend that I have not heard from in a while. It was the neighbor of Mr. M, the patient in the above posting. We still keep in touch and he wanted to make sure I was aware of a memorial service for Mr. M. He was a great neighbor for Mr. M, one of those who would help out just because it was the right thing to do. An appointment with a physician or a trip to the pharmacy, it did not matter, he was there to help. He said that he would be out of the country on the date of the service, but he wanted to make sure I was aware of the time so I could attend. He knew that I would because it was the right thing to do.

Today was the date of the memorial service. I wanted to be there because I knew that not too many would attend. It was important to me because I owed it to Mr. M. Yes it is true that he was at times a difficult patient to deal with, but once you were able to break down that gruff exterior, he was a true friend. At times, all of us may deal with that difficult patient, but if you take some time it may surprise you on what can follow. I know that time is such an issue in pharmacy today, but it only takes a minute or two when that patient is at your pharmacy. Little by little, a great relationship can be established. Mr. M trusted me because he knew that I cared. When a patient gives you that trust, it is indeed a gift, one that you do not forget. A wise man once told me, those relationships are important.

When I entered the funeral home, the manager of the apartment building was there along with the pastor and two employees of the funeral home. There was no one else. Mr. M did not have any family, but the pastor thanked us for attending. Sometimes when a person may build a difficult exterior, it can take some effort to look beyond that persona. We were there today to celebrate 86 years of life. It was a nice service and a time to remember a patient and a friend. I also told the building manager that I did not want her to be there alone. That is in part of what it is all about. One friend may be gone and memories will last forever, but others are still here, and to those, it does make a difference.

One day, I will find a bottle of Yes Cola, and when I do, I will drink a toast to my buddy.

WAY TO GO, GUY! This is truly what it's all about. We have a patient that lost her husband about 18 months ago that has to undergo a total knee replacement. She used to work for the company where I live, so I've been an 'aquaintance' for years. Just last week she brought a bottle of wine over to help me celebrate my 60th birthday. You better believe if she needs help or RX's taken to her, I've already told her to just let me know. She lives just a short distance from here, and I'd trust her totally to repay me for any medication cost.

We've had patients lose spouses numerous times...we're always there for a hug and a kind word and always ask how they're doing.

Several patients are struggling with cancer right now, and will likely lose the battle. =( Funny how their pain med prescriptions always make it to the top of the stack...no matter how busy we are. It's a 'triage' sort of system when it has to be.

I always have a 'gift card' with about $50 on it in my smock pocket. If a patient is just a couple dollars short of having the $$$ for their meds, guess what? Yep, I'll just whip out the gift card and send them on their way with the meds. Sure, sometimes they don't remember to repay me, but what the heck. I do it expecting NOT to be repaid...what's a couple dollars anyway? I consider myself very fortunate that I have it to spare. And when they DO bring it back, it's always with profound thanks.

Yep...that's what it's all about !

The last 2 weeks have been busy for me. Last week an elderly patient had a prescription E-prescribed to our pharmacy for the Migraine medication: FROVA. Her insurance company was asking for a prior authorization for it. So, I called the patient's insurance company (a Medicare plan) and inquired. They wanted Documentation of her having trials of Imitrex and Maxalt. I called the patients physician (the one who sent this RX to us) and let them know. I also called the Patient. She was very greatful for my help. Since last week, we still had not heard back, so yesterday I called the Physician again. Then I also spoke to the patient. I guess the Physician is trying to work on it... But, the patient needed her medication very badly today... so she called this morning and we filled it for her. We put it on our savings card. We were able to save her $35 off the cost of 9 pills. Her husband came in to pick it up. He told me that he is very greatful for my trying to help his wife to be able to get her medication covered by the insurance. I told him "That's what I am here for... I appreciate being able to try to help and appreciate your business..." ---

Also, we had another Patient today that came in with a RX for Oxycodone 40mg, #120. He's been getting this medication for a long time. He's had several back surgies, and he just recently had a total hip replacement. Well, tried to bill his insurance company for the Brand OXYCONTIN and the insurance said the patient had a $731 copay for a 20-day supply. The patient is in his GAP with his Medicare. The copay for the Generic was only $8.... -- what bites is that the Manufacturer has stopped making Generic Oxycodone, so NO Pharmacies have any generic.... and the Patient can not afford the $731... So, I called the insurance and asked if anything could be done. They told me to use an Override #8 - Generic Medication is not available in the market place.... I tried and the patient still had a $731 co-pay. I called the patient and let him know. I also called his Physician and let the Physician know what was going on and whether or not the Physician wanted to have the patient try an alternate medication or therapy. The patient was very greatful and thanked me several times for trying to help him out with the situation. I am just happy that my hard work was being acknowledged and that the patient was very Thankful. I am hoping soon that Something will be done with the Healthcare System in the United States. So many patients are unable to get their medications because they are unable to afford them. Also, many who have Medicare do NOT know they have a GAP or "donut hole" with their Medicare Prescription Insurance. The Government is making things too difficult for the elderly to understand the whole Medicare system and Coverage and Benefits. Many Seniors signed up for Medicare Plans becuase they had low cost monthly premiums, and didn't read the fine print that they would have to pay up to 100% the cost of the Prescriptions until they meet their $2,500 or $4,500 "Gap." It is disheartening to see these patients have to find things out like this when they are needing theier medications the most....

Thanks for sharing this terrific story. What you say is so true. Many of us who practice in retail, or who have practiced in retail for many years like myself, have a similar story. For me it was Mrs. Patterson, an elderly woman who lived by herself and struggled to get around with her cane (I never called her by her first name!). Like you, I went out of my way to accommodate her, including oftentimes delivering prescriptions to her apartment. Even on the busiest of days, I always seemed to have time for Mrs. Patterson. She would not put a pill in her mouth without calling me first, regardless of what her physician advised her. Even after I sold my drug store and left retail for the world of publishing, she would continue to call me at home for advice whenever her prescription changed. Eventually I lost contact with her, but I suspect it was because she passed away. Because no one knew about our special "relationship" I was never notified of her death. I looked in the paper for weeks, but never saw a notice either. It is those kinds of patients that make the craziness and stress of retail pharmacy worth the extra effort.