Complaints

This profile includes complaints for MedStar Georgetown University Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MedStar Georgetown University Hospital

  3800 Reservoir Rd NW Washington, DC 20007-2113

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  MedStar Georgetown University Hospital

  PO Box 631905 Baltimore, MD 21263-0001

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Georgetown University Hospital Pharmacy **********************************************************;; My name is Miss ******* ******* *** and Im a patient of the hospital. My internist told me that Georgetown Pharmacy usually has all prescriptions in stock. So, I should start frequenting them for my prescriptions especially the pain meds. My pain meds are sometimes hard to find at other pharmacies like CVS. On my first visit I had no problems. However, on my returned visits and several phone calls *** had the unfortunate experience of dealing with a member of Georgetown Pharmacy name ***** (spelling phonetically). Shes 55 to 57, earring in her right nostril, glasses and African American. Whether its over the phone or in person her disposition is so nasty, disgusting, ill mannered, unprofessional and just all around mean. She talks at me with no kindnesses or professionalism. When speaking with me she screams out questions that the entire room can hear. Theres no soft talking for privacy. She yelled at me over and over again in the presence of others in the pharmacy. I asked her for my meds and she replied its not going through so I asked why? I told her Ill call the other pharmacy I go to because they as well might be trying to process it as well. I call the other pharmacy to ask if they had the medication on hold. ***** starts saying Im not giving her a chance to fill the medication. She continuously repeated herself. I was trying to help and I did indeed tell her I will call the other pharmacy. She walked away from the counter after she spoke meanly to me. She never completed working on my much needed medications. Again, I wasnt trying to prohibit her in anyway working on the prescription. I thought I was helping not to mention I told her I was going to call. As she walked out of the pharmacy she loudly said shes uncomfortable with me taking her picture. Im legally blind and once she started yelling at me not giving her a chance to fill my meds, I pulled out my phone and started looking for Georgetowns complaints email address. I had no need for her picture in my phone. I can mentally remember what she looks like. I just hold my phone a certain way to be able to read and see texts due to visual impairment. Im only trying to pick up my meds. However, Im faced with this womens unruly attitude. Please, I honestly am not ever going back to this pharmacy because of *****. I mean its because of her choice of wording and hand / body postures towards me thats unexceptionable. The harsh fact is this pharmacy has my meds and I need to take these long term medications daily but because of one pharmacy member I feel I cannot return. I am floored by her rude attitude, sense of entitlement, and nasty disposition in a work setting environment when dealing with some people who are disabled and need medicine. Please I really need my meds and need to be treated with respect the same way I give respect. Ive been through a lot medically in life and the last thing I need is for someone to treat me like I dont matter to be respected. I did not treat her unkind or deserve such physical (body language), and verbal harshness. Please attend to this matter as soon as you can. I can be reach at either phone number or email listed below. Thank you for your attention to this matter. I sincerely appreciate your time, and help.Miss ******* ******* *** *************** ************

  Business Response

  Date: 06/21/2024

  We were saddened to receive a complaint regarding Ms. ***** experience with the pharmacy, as we pride ourselves on providing excellent service to our patients.  Her complaint was investigated immediately, and it was handled through the appropriate channels on our side.  We also followed up with Ms. *** to listen to her and to apologize.  In addition, a Manager reached out to her again a few weeks later as we noticed she had been in the pharmacy a few times since this incident to make sure that all was well with those more recent visits.  She said that it was and that the service was night and day to her previous experience.  She indicated that she was satisfied with our resolution of her issue.  

  Business Response

  Date: 06/21/2024

  Please excuse the delayed response to this complaint.  It was incorrectly routed elsewhere in MedStar Georgetown University Hospital (a very large organization) and took a while to make its way to the Pharmacy for me to respond.  I actually was already made aware of this incident through a different channel back when it first occurred, so the investigation and resolution had already been completed at that time.    I was unaware until a few days ago that she had also filed the same complaint here.that required my response as well.