We all have compliance issue with patients. For most, its issues of NON compliance, or UNDER compliance. For many of our narc users, its OVER compliance (read: abuse). For whatever reason,however, there is a core group of people who think that if they miss one pill of something, they will be ostracized by their friends, lose their birthday and then die a slow painful death.
Ms Wang came into pick up her Crestor prescription. She works for one of the major companies in the area. This company split its benefit package for the first time. Choose plan 1 get one kind of drug plan and card, Choose plan 2, get a different drug plan and card. Everybody who chose plan 2 got new cards, with new id number and groups. I know this for a fact. No, ifs, ands or butts. She brought in her new ‘card’. It was the card she was to use at the doctors office only. (turn head away and roll eyes)
If Pharmacy Chick were queen of the world, everybody with insurance would be issued one card. This is the card you would use at the dental clinic, the dr office, the vision center and the pharmacy. You would have one (repeat ONE) ID number. The card would have all eligible people listed, and their person code next to it. In one corner would be the BIN, Group and PCN number. There would be joy throughout the land, and all medical providers would rejoice.
But no, there must be card-s (plural). I am one of those unfortunates. I have a drug card and a medical card. I do, however know which one to bring to which place, and do not try to pass my drug card off at the dr office or vis-a-versa. In fact I dont even have a dental card. I dont understand this. “tell them you have Utna dental” I was told… WHAT?! Is that some kind of universal plan the dentist will understand? Apparently. Its been 17 years and I still haven’t gotten a dental card..and I still have Utna dental, and my dentist still takes my business. But I digress…
I wish I had a dollar for everybody who told me “This is the only card I have” and then returned the next day with the correct one. She looked at me like I was speaking Swahili when I told her she had given me the wrong card. She kept telling me we had her on file. There was to be no grasping the fact that last years numbers had no value now.
She thought for sure she would die without her evening Crestor. In fact when I told her otherwise, she looked at me like I was lying to her face. I didn’t loan her any. This is not a pharmacy issue, nor a doctor issue. This is HER issue.
I know all the stories behind why we dont use social security numbers. I’m for it frankly, but I will tell you this: everybody KNOWS their number and there used to be a time where all I needed was that number and I could get most insurances to process. I have a good memory. I can remember the groups and processors for the major players around here. I cannot however, pull ten thousand 14 digit id numbers out of my cranium, and have no intention of sitting on hold at Neverland PBM getting the numbers the patient was supposed to have.
Call me picky, but I don’t require much from the patient. Mainly all I need from them is INFORMATION. Give it to me and things go well, withhold it or dont have it? , well….you go to bed without your Crestor.