CP
Charmaine P
1 reviews | Active since Dec 2018
20 Dec 2018, 13:31
Service delivery- bad experienced
Used by Bonita's Medical aid fund as a dispensary, I had the worst service delivery experience ever. Because of a co- payment on my chronic medicine I was refused my medicine. not once was I asked if they can change the medicine to generic so that their will be no co-payment. Even after I paid the Co-payment I still had to wait for my medication. Today we signed for the delivery with the original address being in Gauteng. I had to pay GP costs because of an abscess. I went through weeks of pain and suffering and I want to know what is going to happen. Lirishia one of the managers called me to say someone captured the incorrect information, which leads to all this unnecessary pain and suffering
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Replies (2)
Pharmacy Direct (Centurion)'s replyOfficial
20 Dec 2018, 15:55 Dear Member, We confirm that a manager has been in contact to discuss your complaint that has been raised, the following feedback was provided on your complaint. Pharmacy Direct last received payment of your medication 21 August 2018 , the amount paid settled the outstanding account. On your next due date medication was processed and dispatched 12 September, your account balance was R101.20. On the next due date 9 October, your account was in arrears however medication was again processed and send resulting in your account being in arrears with R203.86. The next due date for medication was 5 November, Pharmacy Direct was however unable to process as you were suspended with your scheme. You were informed accordingly and we requested you to advise us once the suspension has been uplifted. We received notice of the upliftment of suspension 27 November, with a request to urgently send medication. Medication was processed and dispatched for delivery 3 December, this delivery however did not include your medication that is attracting additional co-payment due to the account being in arrears from September 2018. Pharmacy Direct informed you of the outstanding account on 5 October, 10 October and 28 November. Payment of the outstanding account was received 10 December 2018. On 7 December, we received a request to change your medication to generic and within formulary to avoid monthly co-payments. The medication was changed accordingly 10 December , medication was processed and sent for picking and packing of your script. Unfortunately, a delay in the dispatch of the parcel had occurred as we discussed which resulted in the delay in delivery of your medication. Corrective action has been taken and preventative measures has been put in place, we apologize for the inconvenience caused and regret that your experience was not optimal. As discussed, all medication is now fully covered and will be dispatched again on your next due date. Kind regards Pharmacy Direct Team
Pharmacy Direct (Centurion)'s reply20 Dec 2018, 15:55
Official
Dear Member, We confirm that a manager has been in contact to discuss your complaint that has been raised, the following feedback was provided on your complaint. Pharmacy Direct last received payment of your medication 21 August 2018 , the amount paid settled the outstanding account. On your next due date medication was processed and dispatched 12 September, your account balance was R101.20. On the next due date 9 October, your account was in arrears however medication was again processed and send resulting in your account being in arrears with R203.86. The next due date for medication was 5 November, Pharmacy Direct was however unable to process as you were suspended with your scheme. You were informed accordingly and we requested you to advise us once the suspension has been uplifted. We received notice of the upliftment of suspension 27 November, with a request to urgently send medication. Medication was processed and dispatched for delivery 3 December, this delivery however did not include your medication that is attracting additional co-payment due to the account being in arrears from September 2018. Pharmacy Direct informed you of the outstanding account on 5 October, 10 October and 28 November. Payment of the outstanding account was received 10 December 2018. On 7 December, we received a request to change your medication to generic and within formulary to avoid monthly co-payments. The medication was changed accordingly 10 December , medication was processed and sent for picking and packing of your script. Unfortunately, a delay in the dispatch of the parcel had occurred as we discussed which resulted in the delay in delivery of your medication. Corrective action has been taken and preventative measures has been put in place, we apologize for the inconvenience caused and regret that your experience was not optimal. As discussed, all medication is now fully covered and will be dispatched again on your next due date. Kind regards Pharmacy Direct Team
CP
Charmaine P's updateReviewer Update
20 Dec 2018, 16:23Thank you for the response, as per our telephonic conversation earlier , whereby you admit that the delay was due to an error on your side. On a point of clarity , my query and complaint relates to my first email send to Pharmacy Direct on the 27th November and what occurred after that until the medicine was received today 20 December 2018.
CP
Charmaine P's update20 Dec 2018, 16:23
Reviewer Update
Thank you for the response, as per our telephonic conversation earlier , whereby you admit that the delay was due to an error on your side. On a point of clarity , my query and complaint relates to my first email send to Pharmacy Direct on the 27th November and what occurred after that until the medicine was received today 20 December 2018.