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Bad Pharmacy Experience

Knowing that I was going to be in-and-out of town over the summer, I made a point of getting my prescriptions refilled early, so I wouldn't have to worry. Unfortunately, the pharmacy I use has changed hands and the new one, Family Pharmacy, seems unable to work out how to receive prescriptions from the medical practice -- in spite of being in same building. Their system, based on sending and receiving faxes, is seemingly irreparably broken.

On June 4th, the medical practice faxed my refills, but on June 15th, the pharmacy had no record of the new scrips. So I filled out a request on the medical practice's "patient portal" (where they warn you that it will potentially take 48 hours to get a response) asking them to expedite resending the prescriptions, noting that I'll be leaving town on the 18th.

On the 17th, having heard nothing, I call and they say they've faxed them again. I drive to the pharmacy and the person behind the counter has one prescription, but says there "wasn't time to fill the other two". So I pick that one up (which was the only one I was running out of, luckily) and go on my trip.

Today, I go to pick up the other two prescriptions and find only one. The pharmacy checks their computer and says, "No. They haven't sent anything for the other prescription." I walk downstairs and ask the medical practice. They say they've faxed it twice. I walk upstairs and talk to the pharmacy. She says, "No, we haven't received anything BUT I'M NOT SURPRISED. THIS HAPPENS ALL THE TIME." (Emphasis mine.)

I walk back downstairs and ask at the medical practice, "Is there any way I can I get this resolved today, while I'm already here? So I don't have to drive out here again?" She said, "No, It takes 48 hours to get prescriptions resent." So, after railing at both the pharmacy and the medical practice that their system of transmitting prescriptions, based on sending and not-receiving faxes, is irreparably broken, I get in my car and drive away.

Hey, guys -- the 80's called: they want their fax machine back.

Update: After posting this, I got a prompt reply, they tracked down my prescription, and filled it. Much appreciated. Now we'll see if they can get their system sorted out before the next time I need a prescription refilled.