CVS review: delay in patient medication processing and enrollment when enrolling new patients

I am a Registered Nurse Liver Transplant Coordinator at Children's Hospital of Dallas. I will not use any patient specific information, if more specific information is needed I will provide my contact information at the end of this complaint.

I am writing to complain about the process when having to enroll new transplant patients into the CVS Specialty pharmacy. For the past two patients we have enrolled into CVS Specialty, there have been numerous issues with getting the patients enrolled. Problems include numerous phone calls just to verify the right medications were received, delay in processing medications and getting them into the CVS "system", several discrepancies between us ordering medications as dispense as written, but CVS still having a generic medication on file instead, mailing medications to the wrong address, and just several phone calls over a 2 week period just to get the same issues resolved. Each time we call CVS Specialty to check on the progress of the patients medications and getting them enrolled, there would be no progress made from the previous phone call several days before. All the delays in this enrollment process ends in a delay in the patient receiving their life saving transplant medications. For some of our patients, CVS is the only pharmacy they can use, so to be in a position where it is taking weeks to get patients enrolled and medications delivered is unacceptable for a transplant patient who desperately depends on their medications to keep them alive. The process needs to be looked at and changes made to ensure that when medications are e-prescribed, they are put into the CVS system in a timely and accurate manner. Also the processing of the prescriptions needs to be accurate and timely as well. Our patients are depending on these specialty medications to stay alive and we do not have the man power or resources to spend several phone calls per day, for hours at a time, weeks at a time, all to get a patient enrolled. Help would be appreciated. Michelle Dean, RN [protected]-4387