Medco...need to vent

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ZenaWP
Veteran Member


Date Joined Aug 2007
Total Posts : 884
   Posted 7/13/2010 9:19 AM (GMT -7)   
I know several others have posted their frustration with Medco and I just have to do it today.  I asked my GI to switch me from Cimzia to Humira the second week of June.  So the prescription finally made it to Medco on 6/23.  I have called at least once a week since then for status updates.  Here is the range of what I have been told:
 
6/28 - They were waiting on info from the dr, which they faxed him on 6/25 and he hadn't responded yet.  I called the dr's office and was told they only received a fax on 6/22, which they sent back that day.  I gave them the co-pay assistance card information.
 
6/29 - Was told by Medco they now have everything they need for the prescription and are just waiting to verify the coverage for the co-pay assistance program.
 
7/1 - Called to see if they got what they needed on the co-pay program and was told they didn't have the prior authorization from the dr. yet.  I asked them to refax it to his office.  Left message at his office to please get Medco straightened out.
 
7/2 - First call I actually received from Medco.  Was told they called and faxed dr. office and that they are not responding.  I called dr's office again and spoke to someone else.
 
7/7 or 7/8: Received automated call first thing in a.m. that they had what they needed from the dr. now and was processing it.
 
7/9: I called to check on status and was told she doesn't know why it's taking so long but it's in process and I should hear from them by 7/12.
 
7/13: Just called and was told there is no prescription for Humira in their system.  I told her the whole story and that I can see it showing up online as being in process and she said they need a prior authorization.  When I questioned her on whether or not they have it, she put me on hold for a while to review the notes.  Came back and said she will "special route" it because she can see that it was approved (so you can actually see the prescription now when you just told me you couldn't?).  She said I should hear from them in 3-5 days. 
 
So, they've had it for 3 weeks tomorrow and they still need another 3-5 days to process it?  I was supposed to start it last Saturday, so it will end up putting me at least a week behind and I'm miserable right now.  Oh my gosh, how can you get so many different answers from them?  It worries me that they are the people we rely on for our meds...there is no telling if we even get the right pills in our bottles. 
 
Thanks, just needed to vent to people who understand.   
 
 
 
 
Crohn's Disease, Acid Reflux/Gastritis, Hashimoto's Thyroiditis, Endometriosis, Arthritis, Depression/Anxiety.  Too many meds to list them all.  =) 


sr5599
Veteran Member


Date Joined Aug 2007
Total Posts : 1202
   Posted 7/13/2010 9:51 AM (GMT -7)   
Wow... I'm sorry to hear that nonsense Zena! I guess I've been lucky with them. Your story would prompt me to be ... ah, not so nice to them. I've been told how horrible they are by my doc's nurses. Taking that long to process a time-sensitive patient is terrible. Hang in there and I hope it gets settled asap!
1 fistula, crohn's colitis, limited to large intestine
Compounded budesonide 3mg/daily, Cimzia. Dx Osteoporosis 10/08 started Forteo 1/27/09


ZenaWP
Veteran Member


Date Joined Aug 2007
Total Posts : 884
   Posted 7/13/2010 10:45 AM (GMT -7)   
Thanks.  I'm considering calling them and asking for a manager and telling them that it's not acceptable to take another 3-5 days and that I want it rushed, but I doubt it will do any good.  It's been a long time since I've had to call and be a witch with them, but I don't remember it speeding things up any the last time I did it. 

Crohn's Disease, Acid Reflux/Gastritis, Hashimoto's Thyroiditis, Endometriosis, Arthritis, Depression/Anxiety.  Too many meds to list them all.  =) 


lamb61
Veteran Member


Date Joined Jan 2005
Total Posts : 1719
   Posted 7/13/2010 1:34 PM (GMT -7)   
I feel for you. We have to deal with Medco also and it's no picnic -- unless you like rain and ants at yours! I'd call back and ask for a manager if for no other reason so the manager knows what is going on. Are you dealing with Medco or the even more screwed up Accredo? Just wondering when I worked for them the Humira had to come from Accredo. Honestly, that is one of the reasons I am holding off asking my GI for Humira. As much as I want something systemic to battle all of my CD not just small bowel issues, I don't want to deal with those people.

Just a word of advice, anything that you send them keep yourself a copy. Just to cover your backside so to speak. I did that and then had a cust. service person tell me I was wrong about dates of service on the script. He basically called me a liar... Funny he hasn't been assigned to my DH case since then.

Good luck and try to be patient the stress won't do you any good.
 


grumpygi
Regular Member


Date Joined May 2010
Total Posts : 266
   Posted 7/13/2010 2:25 PM (GMT -7)   
Personally I think it is time to start raising cain . . . .when you call ask to speak to a supervisor and discuss your itemized issues.  Demand an immediate response.  If no response, call your congressman who should have someone in their office that handles medical types of issues.  Also discuss your issues with your employeer and how unprofessional/noncompliant they are with supporting patient needs.  Feel free to mention the plan of action to the supervisor . . .betca you see results pretty quickly.  This is unacceptable! 



Symptoms since Jan 2009, Dx UC vs crohns May 2010 but probably small bowel Crohn's dz, biopsies all "normal"

Meds: Celebrex, Omeprazole, Liadla, Entocort EC 9mg/day, Vit D, Mulitvit, Omega 3's, Ambian, Neurontin

When the people fear their government, there is tyranny; when the government fears the people, there is liberty. Thomas Jefferson


ZenaWP
Veteran Member


Date Joined Aug 2007
Total Posts : 884
   Posted 7/14/2010 5:27 AM (GMT -7)   
Thanks for the replies.  I did call Medco back (and yes, it is actually Accredo) and asked to speak to a supervisor.  Of course, they try to help you before they pass you off to a supervisor but this girl WAS able to help me, although I don't think I believe her story.  She said that when you call two different days and get two different answers, that you are not being given wrong information, but you are being given whatever the current information is at that time.  She said each prescription goes through several different departments and that when one department has the "case" open, the others can't see the updated progress.  So, one person may tell you one day that they have everything they need and then they pass it off to someone else who tells you they still need something from the dr.  And when you call for an update, they really can't see much other than that it's in progress.  That really doesn't make much sense.  For those of you who worked there, is that how it is??
 
Anyway, magically, while we were on the phone, whoever was working on it closed the file and then she could see in the computer that it was ready to be shipped.  Convenient, huh?!  Anyway, regardless of whether or not she was telling me the truth, the meds are being shipped today and I will get them tomorrow.  Yea!!! And she acted all surprised when she asked if I had enough meds to last until Thursday and I said no, that I was supposed to take it last Saturday and have gone without it.  Anyway, it has been dealt with for now and will be here tomorrow. 
Crohn's Disease, Acid Reflux/Gastritis, Hashimoto's Thyroiditis, Endometriosis, Arthritis, Depression/Anxiety.  Too many meds to list them all.  =) 


grumpygi
Regular Member


Date Joined May 2010
Total Posts : 266
   Posted 7/14/2010 2:49 PM (GMT -7)   
So will the problem reoccur when you need refills?  I kinda don't buy the "party" line!  Sallie mae does the same thing -I refuse to talk to anyone overseas and ask that my call be transferred state side -which they have to do.  Then the next step is asking for a manager over a minion who can't find their way out of a paper bag.  Way more effective, and helps keep the blood pressure waaaay down!  Sometimes its verbal sport but most often it just hacks me off . . .and blows my patience and understanding theory . . . .  good luck!





Symptoms since Jan 2009, Dx UC vs crohns May 2010 but probably small bowel Crohn's dz, biopsies all "normal"

Meds: Celebrex, Omeprazole, Liadla, Entocort EC 9mg/day, Vit D, Mulitvit, Omega 3's, Ambian, Neurontin

When the people fear their government, there is tyranny; when the government fears the people, there is liberty. Thomas Jefferson


ivy6
Elite Member


Date Joined Sep 2005
Total Posts : 10404
   Posted 7/14/2010 3:20 PM (GMT -7)   
Ooooh, that's really wrong. I'm so sorry.
Co-Moderator Crohn's Forum.

Medications for Crohn's ~~ Diet and Nutritional Therapy for Crohn's ~~ Dealing with Abscesses and Fistulae ~~

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