Dealing with health challenges is difficult enough without added stress from the places we rely on for care. Unfortunately, my recent visit to the CVS Pharmacy in Merrick Mall, Johnson Place, was a stark reminder of the inefficiencies and frustrations that can arise in healthcare, even for something as straightforward as filling a prescription.
The Start of an Ordeal
I was battling a persistent and painful cough, so my pulmonologist prescribed steroid inhalers and codeine to help manage my symptoms, especially at night. Exhausted and just wanting some relief, I headed to the pharmacy to pick up my medications. However, instead of finding the quick support I anticipated, I was met with unnecessary hurdles.
When I arrived, I discovered that only the steroid inhaler had been filled. My codeine prescription—the one that would provide much-needed rest and comfort—was being held up. I was redirected to the pharmacist, where I was told the codeine dosage was too high and that they couldn’t fill the prescription. Although this sounded strange since it was prescribed by a licensed pulmonologist, I stayed patient and tried to resolve the issue. The pharmacist insisted my doctor had to call them directly instead of speaking to the doctor on the phone through me. This step alone caused delay after delay—no one could reach the doctor’s office initially. I scrambled to sort things out, eventually getting my doctor on the phone. But once again, the pharmacist refused to use my phone, asking instead for the doctor to call directly on theirs. My frustration began to mount.
Where Is the Compassion?
After what felt like a marathon of back-and-forth calls, I learned that the pharmacist had removed the original prescription from their system and requested a new one from the doctor. Their reason? The codeine dosage was supposedly too high. Meanwhile, the clock was ticking—I had promised to pick up my brother and his wife from the airport and couldn’t afford many more delays. Just when I thought things couldn’t get worse, the pharmacist announced they were closing for lunch. Panic set in. How could I leave without the medication I desperately needed to get through the weekend?
I begged the pharmacist to fill even a partial amount of the prescription to hold me over. This was when my experience took a particularly upsetting turn. I was told that insurance wouldn’t cover the medicine. The out-of-pocket cost? $45. At this point, I just wanted the ordeal to end, so I paid the fee and waited—yet again—for the prescription to be processed.
Miscommunication and Condescension
After about half an hour of standing around, my prescription was finally handed over. I asked how much medication I was receiving, thinking the pharmacist had agreed to my request for a half dose. The exchange that followed was baffling. She told me, in a condescending tone, that the dosage would last much longer—about a month. This directly contradicted what she’d previously told me. It was clear that communication was as much of an issue as the delays.
To make matters worse, the pharmacist didn’t provide a dispenser to measure the liquid medication, leaving me to guess how much 5 milliliters should be. Feeling defeated and overwhelmed, I left the pharmacy, both grateful to have the medication and exasperated by the experience.
The Impact of a Broken Process
The emotional toll of this experience still lingers. From the extended delays to the defensiveness and attitude of the pharmacist, everything about the process felt unnecessarily stressful. What should have been a straightforward transaction turned into a chaotic and frustrating ordeal.
The discretion pharmacists have in filling prescriptions is understandable to an extent, especially when controlled substances like codeine are involved. However, the lack of empathy, poor communication, and excessive steps required to address the situation only caused more harm. Patients rely on pharmacists to act as an extension of their healthcare providers. When that trust is broken—or worse, when the process lacks compassion—it can lead to avoidable panic and frustration.
A Call for Change
This experience underscores the need for better communication and more streamlined protocols within pharmacies. The pharmacist’s role is undeniably vital. But empathy and clearer explanations would go a long way in alleviating stress for those who are already struggling with their health.
To the staff at CVS and beyond, I hope this serves as a reminder that behind every prescription is a person seeking relief. We deserve to be treated with care and compassion, not condescension and dismissiveness. If healthcare professionals can put themselves in patients’ shoes and work collaboratively, they can transform even difficult situations into positive outcomes. And for patients like me, feeling seen, heard, and respected makes all the difference.
