April 2022 by Brent E
My review is based on my experience with them on a Friday when trying to help 2 of their patients who moved 1500+ miles away. The patients were an elderly couple (70+ years of age) who were out of medications and requested we transfer their prescriptions to our pharmacy. The pharmacist at Generx was rude, ending the call by declaring he would not give us any information, hanging up abruptly. We had another colleague call to request a transfer. He stated none of the prescriptions had refills, which happens, but we requested he provide some information regarding what medications the patients were taking or who the prescriber was so we could try to contact the prescriber for refills. He stated that none of the medications were due for refills, to which I insisted that even if that were the case, we are just trying to do all we can to help them, if they could provide information for us to help them through other means. If they had requested we send an authorization for release of records, we would understand that the concerns may be for patient privacy reasons, but that option was never offered and he again raised his voice telling us to have the patient call him, then hung up again. I tried calling back a couple times, but they ignored our calls, so I left a voicemail. I indicated that I am just trying to help the patients who claim they are out of medication and do not know specifics about their disease states/regimens for us to track down help by other means, and stated their medications come in packages only indicating AM and PM pills, but without labels. I understand this information is coming from the patients’ account, and reserve judgment regarding their practices and the legality of labeling, but my concern was solely trying to get info to try to obtain prescriptions to help the patients before the weekend, if possible. I stated that I understand that as they are an independent pharmacy, I realize the desire to protect your business, but in this case, the desires of the patients to transfer are clear, and they have moved across the country and prefer a more local pharmacy. We had the patients reach out to Generx pharmacy directly, as the pharmacist requested. The patients contacted us stating the pharmacy refused to transfer the prescriptions, stating they would mail the patients their prescriptions. We were mindful of the time difference, and tried calling 30 mins prior to the listed closing time. I left one last message imploring him to do the right thing by the patients so we could get prescriptions for them before they close for the weekend. I stated that although they would mail the prescriptions, the patients may be without medication for at least a few days and I was trying to get them help before the weekend. I indicated that my many attempts were due to my amount of care for the patients that seemed desperate and didn’t know what else to do, and tried to appeal to the care I hoped they similarly had when choosing to obtain a degree in health care. They never contacted us to help the patients before closing. I understand that running a local business isn’t easy, and I understand the pride with wanting to keep your customers, but I felt compelled to post this publicly so other people have a fuller picture of how this pharmacy may operate. I have no desire to affect their business, as I root for local businesses that provide personal care that may run deeper than what chains may provide. But I do think it’s important, even if it gives anyone that reads this additional insight to consider when choosing whether Generx may be the right pharmacy to care for their needs. I found their attitude to be poor, and judge their putting business before their patients’ health needs, particularly in a special situation with time constraints, to be despicable. At the least, I hope they take this review to heart and review their business practices. I wish them the best and hope they treat their patients with more care in the future.
