Danielle B.
Incorrect assumption
Some prescriptions have gone smoothly through Optum Rx when we’ve only had one medication to fill, but our recent experience trying to fill several prescriptions for our son has been incredibly frustrating. Our doctor sent all of the prescriptions over at the same time, yet we have had difficulty getting all of them filled. We’ve made multiple calls and found it unnecessarily difficult to speak directly with a pharmacist. I do want to acknowledge that the customer service representative we spoke with was very kind, patient, and genuinely tried to help us. What was especially concerning was discovering that one of our son’s medications had been canceled, even though we had not canceled it. We were then told, through the customer service representative, that the pharmacist believed our doctor had switched medications and that one prescription replaced another. That information was not correct. I had to contact our doctor’s office myself to confirm that our son does, in fact, need all of the medications that were prescribed. I then had to ask the nurse to add clarification for the pharmacist. Even after doing all of that, we are still having difficulty getting the prescriptions filled. I understand that pharmacies need safeguards and sometimes need clarification from a prescriber, but this process should not require this many phone calls and this much back-and-forth when the physician sent the prescriptions together and confirmed that they are all needed. It has been unnecessarily complicated, time-consuming, and frustrating—especially when we are simply trying to obtain medications that our doctor prescribed for our child.