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Business Profile

Pharmacy

Munson Community Health Center Pharmacy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On May 4th, I was given four prescriptions from MCHC pharmacy in *************, **. They gave me one incorrect prescription that belonged to someone else. I took it for 16 days before they realized their mistake. They violated HIPPAA laws by giving me another persons info. They also put me at great risk of harm by taking someone elses medication. This is unacceptable behavior by this pharmacy, but they do t really care. They are part of Munson Hospital, so I feel they are too big to be held accountable in ANY way. Theyve made that abundantly clear with how they brushed this under the rug.

    Business Response

    Date: 06/01/2023

    On April 12th at 11:46 am, the patient was in the pharmacy to pick up 4 medications.  One of the medications was extremely expensive and was kept on a separate shelf in a section where we wait for the patient to actually arrive before we label the medication.  When the patient arrived to pick up the medications, the clerk notified the pharmacist on duty that he was here to pick up the medication.  The pharmacist grabbed the medication off of the shelf and labeled it.  It turned out that we had 2 bottles of the same medication, but of different strengths, on that shelf at the same time.  The patient took the 4 medications home as normal.  On April 20th, the pharmacy received a phone call from the patient stating that they had noticed that one of the medications was for the wrong strength and had a different persons name on it.  The pharmacist on duty at the time spoke with the patient to determine if they were having any side effects and it was stated that there had been none noticed other than possibly chills.  The physician was then contacted to be made aware of the situation and they decided it would be fine for the patient to go back to the normal prescribed dosage.  The correct dosage was delivered to the patient and the incorrect bottle was returned to the pharmacy.  On April 21st, video footage was watched and it was determined which pharmacist had made the mistake.  This is something that has not happened with this pharmacist in the past.  The pharmacist was spoken to about the extreme seriousness of the mistake.  A VOICE (error reporting system) report was filed on April 21st describing the event.  After review, a pharmacy compliance officer reached out to the pharmacy on April 25th and a Munson Safety Officer reached out to both the patient in question and also the patient whose information was violated.  In response to this mistake happening, we immediately changed our process for how we handle these types of medications.  We no longer put these medications on the shelf where there could potentially be more than 1 patient's medications.  We now put all medications for each specific patient into an assigned bag and have a note to label the said medication before dispensing to the patient.  This is a mistake that should not have happened and we are using this to learn and grow from.  We are extremely sorry for the mistake that was made.  We strive to provide exceptional customer service.  This is not something that has happened in the past and we are using our new process to make sure this doesn't happen again.  Again, we apologize for the mistake.  Our pharmacy team is remorseful for what happened and will make sure nothing like this happens again in the future.

Munson Community Health Center Pharmacy is NOT a BBB Accredited Business.

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