Stop-A-Script: My adventures with a mail-order prescription service

I had quite an experience this past week dealing with my "Preferred PPO" insurance company on obtaining a prescription for 50 mg. Casodex (now generic Bicalutamide).

Find it ironic after 2 3/4 years of treatments and a medical tab running into the thousands that I was getting jerked around due to a "specialty med" and an obvious cozy arrangement by the "preferred insurer' to save a few $$$ on a med forcing me to have this filled by a place half-way across the country called
"@#$#@-A-script"...(name withheld).

The comedy of errors and nonsensical repeated phone calls back and forth working through the automated screening process, repetitious clap-trap and well meaning but clueless clerks was quite an adventure.

This took 2-3 days, about 12 phone calls (them, the insurer, the doc), and only as a determined self-advocate (that would be ME) was I able to break through the idiocy of it all...


"All of our customer service representatives are busy helping other callers, please stay on the line and your call will be answered in the order with which it was received."
OK, then this...

"Did you know you can access most of your needs on our website and avoid waiting on the phone? please visit our website at @#$#@-A-script.com for more details..."
I did - no better there...

(Repeat the above about 5 times before a "ring-ring" to a live person)


"Before we can assist you, you first must register as a patient at "@#$#@-A-script"
well, that took 20 minutes of conversational redundant "I spell" registration followed by the need to have script, (sent to my local pharmacy) faxed to @#$#@-A-script.



The next day the 'auto-system' calls me to say...

"We are processing your order but still have a few more details to finalize before we can fill your prescription."

So, I broke through the auto-system screen to talk "live' only to hear...
"We need to obtain authorization from your insurance company before we can fill your prescription".

MY RESPONSE?

“Well that is very interesting – tell me @#$#@-A-script, how do you think I came to contacting your wonderful mail-order company in the first place?”
( silence <sigh> ), “I am sorry sir, that is the procedure…”


So the @#$#@-A-script gambol rolled on (more phone calls here and there), etc.)

Then when they were “all-set” they call me to inform me the drug would require a prepayment of a $40 (co-pay) since it was a third tier drug…

So this misadventure (and multiple phone calls) continued as the doc clearly indicated the generic would be fine, etc. Mind you I work full time so this was what I would call a PITA (pain-in-the-@$$) experience all over what in the end was a generic drug order…

FINALLY, they never called me back the next day with their promised automatic and automated customer-‘scare’ process so I called them late in the day and using the ‘secret code’ they provided to me after phone call 5 or 6, I finally got a live customer care associate on the line to whom I said:

“Hi, I am now in Day Three of my adventure with your fine company I now call STOP-A-script and i was just wondering what will be the next step in expediting my prescription order with you fine folks at STOP-A-script?…

(audible <sigh> and <pause>) then lots of computer entry click-clack, still more questioning and repetitive information ‘verifications’ and finally I hear…

“Oh sir your medication was delivered to you today at 1:30 pm overnight by Federal Express".

My retort was: "REALLY"? "Thank you"

<click>

And when I got home there it was…


Bottom line?
The whole billable cost (to me) is $10 and they paid for over-night FEDEX delivery…most efficient process, eh?

Thinking I should extend out my payment of the $10 for several days because now I have “still have a few more details to finalize before I can pay your prescription bill.”


Whatever…


Bridgewater

__

Age 62, dx age 60, PSA 2.9 ; detected by dre
Stage t3b Gleason 7 (4 +3) tertiary pattern 5
11/10 Post-prostatectomy path: extensive extra-prostatic growth 60% tumor both lobes; perinural + l seminal vesicle and lympho-vascular tumor invasion; Lymph nodes:14 right obturator; 9 left pelvic (no regional lymph node metastasis)
10/11 adjuvant IGRT radiation 8 weeks
4/10/12 psa rise from 0.3;0.5;0.9 indicated ineffectiveness of SRT – on to medical oncology
5/30/12 negative bone scan; ct scan showing enlarged adrenal gland and 1 pelvic lymph node "involvement"...
6/5/12 initial meet with med oncologist began daily use of pomegranate extract; need baseline psa w/same protocols
6/5/12 psa 1.5…7/10/12 psa 2.0
7/17/12 begin 50mg Casodex (Bicalutamide) for 6-7 weeks then new psa blood test + ctscan

"I refer them to the note attached to my file, which probably says something like "unless you want to waste your afternoon and get chewed a new one, leave this one alone"."


Good one Mr. Mod.

That is exactly my long-term strategy primarily with my so-called Preferred PPO Insurance Company. As I am just now embarking on my journey into "medical oncology" I expect future adventures in frustration as my meds changed, etc.

I fully intend to make myself a PITA (in a very nice and professional manner no less)...

Next week it is back to them to speak with my "membership line" and then somehow reconnect with the supposed 'advocate' I had when my company switched us over to this "Preferred PPO" group. If that does not work then I begin the letters to the "Highest Levels", etc.

The goal is, (like you), to be marked in their files as one of "those"..."do what he says unless you want to..."

Whoa boy...

Post Edited (Bridgewater) : 7/21/2012 1:01:14 PM (GMT-6)

It's all part of "The Golden Rule"...He who has the Gold makes the rules...I hope Medicare is still there for you guys when you turn 65..Things go much smoother...