Express Scripts

07/17/2010

I don’t seem to have great luck with my pharmacies.

Last fall Walgreens gave me the wrong drugs for a month. I’ve also consistently run into issues with them either not having my full prescription available when I show up, or with the wrong doctor being called to approve my refills. So I decided to go straight to the source, and try mail ordering my drugs from my Pharmacy Benefit Management (PBM) company.

That PBM is Express Scripts. I placed the order via their website on 5/29. It arrived this morning, 49 days later. Is it just me, or is that a really, really bad turnaround? If my book from Amazon takes 49 days to get to me, I’ll probably be pretty annoyed. If my prescription drugs take 49 days to get to me, I could be pretty dead.

So what was the hold up? It wasn’t the shipping. The package shipped UPS Next Day Air from Arizona yesterday and showed up on my doorstep at 10am today. It also isn’t likely to have been my doctor, since I’ve been taking these drugs for 5 years now and getting refill approvals is a routine matter. Walgreens usually has the order ready in 24-48 hours; even when there have been questions or Walgreens had trouble reaching my doctor I never had to wait more than 5 days.

The truth is, I have no idea why it took 49 days for my trunk of pills to arrive. I sent two emails to the Express Scripts Patient Care Team specifically asking what the holdup was, and if I needed to contact my doctor or resubmit the order. Both emails were greeted with apologies and vague bolierplates about possibly needing to get approvals and how my patience was appreciated. They also listed their standard interval, which was that it could take up to 2-3 weeks for the order to reach me. Even that probably padded estimate of 21 days seems way too long to me, but they still missed it by a mile (in this case a mile = 28 days).

Express Scripts is headquartered in my hometown, and I have family and friends who work there, so this rant is certainly not personal. I wanted nothing more than for the transaction to go smoothly. I was going to place the order and have it arrive a week or two later, and I was going to be so happy with the process that I would ditch Walgreens and permanently convert to the masterful mail-order method. Not so much. I guess I’ll try Target next.

If you want to see what 1080 pills look like crammed into a chilled styrofoam trunk, I put pictures up on my Flickr account here.

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Walgreens

09/23/2009

Walgreens emailed me yesterday to tell me that it would take a few days to fill the prescription I ordered. Actually, I would have loved it if they were that specific. “We’ll let you know… Call the store if you have a problem with that” was the gist of the non-specific note I received.

So I went to the store. Mostly because I wanted to get some cold medicine, but I figured that I could ask the pharmacist when my prescription would be ready while I was there.

While I was in line, I noticed my phone had just buzzed. I didn’t recognize the local number, and I probably couldn’t have answered it fast enough before voicemail picked up anyway. Besides, the pharmacist seemed to be finishing up whatever was keeping him from me.

It was the same pharmacist I always dealt with. Beardy, we’ll call him. He’s a year out of pharmacy school, and he has the bedside manner of a puppy that’s convinced you’re going to punch it in the face at any moment. I explained to Beardy that I had gotten the email, and I wanted to know if I needed to go to the other Walgreens to get my fix. He typed my name into his computer and seemed to wince at what he saw.

Beardy: I just left you a voicemail.
Me: Great! So you beat me to it, I guess…
Beardy: ….
Me: So, do I need to go to the other Walgreens?
Beardy: We gave you the wrong prescription last month.
Me: What?
Beardy: …I sent a fax to your doctor already
Me: Um, okay
Beardy: …and your refill this month will be at no charge.
Me: Great. That $10 co-pay I save will do me a lot of good when I’m dead.
Beardy: [weeps] Please don’t yell at me!

Okay, so I made up the last two lines there. But the rest is for reals. Walgreens gave me the wrong prescription last month. A month, I might add, that proved to be more symptomatic that other months in recent memory. And for my trouble, I get essentially a $10 coupon.

What exactly was the mixup? The prescription I take is cyclosporine, and there are two-formulations of the drug. Modified and Non-modified. I take the modified formulation, which is more bioavailable (i.e. more potent) than the Non-modified formulation. Last month, Beardy and crew gave me the Non-modified version, which effectively cut my dosage strength down. It’s basically the same thing as if I had taken the correct version of the drug, but fewer pills each time.

I didn’t notice the error myself, partially because past prescriptions were all delivered in familiar branded-boxes. Last month’s however, had been removed of packaging and all put into a non-branded orange bottle. The other reason I didn’t notice was because I didn’t want to. The “wrong” pills were smaller and less stinky. It’s too bad I don’t get to keep them.

Anyway. I’m still waiting to find out when I’m going to get my refill, of presumably the correct formulation of my daily drug. CVS Pharmacy, anybody?

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Drugs are expensive

08/22/2009

That’s a picture of the prescription that I picked up earlier this month, the same one that I’ve been taking for about 4 years now. It’s a one month supply; 360 little pink pills crammed into one translucent orange bottle. And it’s generic, too. A Czech-made knockoff of the brand name produced by Novartis. So what does a 30 day supply of a generic drug cost? $561.09, according to my local Walgreens.

I don’t pay $561.09, of course. I have a good job, and with it comes insurance. I pay a $10 copay and that’s it. Your insurance saved you: $551.09, the Walgreens label touts each time I refill. Did it? I think that’s probably a misleading statement. My employer probably saved me $551.09, my insurance company would probably just as soon kill me as look at me if they weren’t legally obligated otherwise.

Don’t get me wrong, I don’t think insurance companies are evil. They’re just profit driven. And being profit driven, they act in very predictable ways. For an insurance company, the basic model is to collect as many premiums as possible, and pay out as few claims as possible. If I was a shareholder, that’s what I’d want them to do. That way my stock value remains high. Greed is Good, as Gordon Gekko would say.

Compare that to the dirty word(s) coming out of the health care debate: The Public Option. So what is that? It means Medicare, but for everybody. Health care either subsidized or completely provided by the government. Should the government be in health care, more than they already are? It would probably lead to higher taxes, certainly in the short term. But a government run model isn’t profit driven, so the goal is to cover as much as possible for as many people as possible. This is a pretty stark contrast from the private insurance model.

Which is better? Which is right? There’s no easy answer here. So why not let them compete? Competition is a pretty American concept, I think. When public schools are failing, we allow people to choose a private school instead (sometimes we even pay for it). I don’t like the unreliability of the Postal Service tracking system, so I choose UPS. I didn’t like the higher cost (and stricter admissions standards) of private higher education, so I chose a public university. Why not create a viable public option for all consumers, regardless of age or income? If I want to keep my company subsidized private insurance, I can do that. My company can decide to drop private coverage entirely, move us all to a public plan, and use the savings to raise my pay. Or they can pocket the savings, and I can choose to find a less money-grubbing employer. You get the idea. Choice is good.

Speaking of money-grubbing, my medical insurance company is against a public option. They sponsor a “pro-reform” site that does little more than ask consumers to basically support the status quo. They even might be going so far as encouraging their own employees to attend anti-reform activities. Can you think of any reason why they feel this way? They would certainly stand to lose subscribers, or be forced to cut profits and operate efficiently enough to keep those subscribers. So they are acting in the way that most supports profits, as they are expected to and as their shareholders would demand.

Stephen Hemsley is the CEO of UHG, and his annual compensation as of last year was 1.3 million dollars. Maybe that’s why insurance companies think it’s reasonable to set a generic 30-day drug cost at $561.09, or an annual cost of $6733.08. Stephen can pay that annual cost in just under 11 hours of work. To be fair, UnitedHealth is my medical insurance – but not my prescription coverage. That is provided for me by ExpressScripts. George Paz runs ExpressScripts, and his total compensation last year was 12.77 million dollars. So for George, it takes him just over an hour of work to cover the annual “retail” cost of my generic drug prescription. If I were George, I’d probably think that was pretty reasonable too, and I’d have little incentive to fight a drug company to reduce that cost. Is it any wonder that insurance and drug companies don’t want reform? The status quo is profitable, very profitable. In the second quarter of this year alone the health lobby spent 133 million dollars to ask congress to ignore you and keep the gravy train flowing. That was the highest amount any sector spent on lobbying last quarter, beating out the 109 million that the insurance sector spent to snag second place. Whose best interest and bottom line do you think they’re looking out for while spending all of that cash?

So what do you think? Do some research (here is the house bill) and come to your own conclusions, don’t just take my word for it. If you agree that we need reform, but you think there is a better way, I’m all ears. I will likely be chained to some sort of health care system for the rest of my life, and my generation will be shouldered with the cost of any decisions (or indecision) made by the generations in power now, so there really isn’t a topic that could be more important to me (or that I could be more eager to discuss).

Better yet, don’t tell me. Tell your representative or senator. And please be civil about it; don’t be one of those ass clowns who shows up at a town hall expressly to scream and prevent real dialogue from taking place. That helps nobody. Well, with the possible exception of health insurance companies, I suppose.

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