ComplaintsforExpress Med Pharmaceuticals, Inc.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m a retired person on Medicare plan A, B and SS. This pharmacy is sending medication that I did not order, and I also specified my doctor that I don’t need it anymore, because is a medication that I use “as needed”Also, I have an app health where I only choose OptumRx and Walgreens for my pharmacies to deliver my medications! After they sent me a text to let me know that they are delivering this medication , I immediately called them and told them that I will send the medication back, and I will not pay for something that I did not order and I don’t needed! It’s very unfair that this pharmacies without my consent sell me a medication and I can’t return and I will have to pay!

  Business response

  05/01/2024

  We'll have somebody from our customer service reach out to the consumer.

  Thank you.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sent medication unprotected and without notification medication was being shipped. I was unaware that I would start receiving the medication because the representative I spoke with about this program stated I would be notified in a correspondence letter and/or contacted in advance by another representative when process was complete. I have not received any correspondence stating when, who would be delivering the medicine or how I would receive the medication in a safe humane way. A package was found on my porch unaware of the contents after coming home late, once the package was opened I saw some of the medication that I was told would be cheaper than my pharmacy and that wasnt true nor was all the medication I needed part of the medication sent. When I contacted the representative and complained I felt dismissed because I informed this person I was unhappy about medicine being left on my porch and I wanted it sent back. It was suggested I had received 2 packages and I told then NO that I had only received one at that time. They have continued to bill me for medicine I never received and for the package I paid them for.

  Business response

  05/19/2023

  **** *** ****

  Thank you for notifying us of this matter/dispute.  We have investigated and resolved and will be communicating directly with the patient in the next few business days.

  Jody W******

  Compliance Audit Analyst

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is faxing requests for physicians to switch the patients prescriptions to their company. The faxes look authentic and they state the patient gave verbal consent to have their prescriptions sent to them. The fax says the company is "Select Rx" on the first page and Express Med Pharmaceuticals on subsequent pages. All of the patient affected so far in my practice are Medicare patients. When we call the patient to confirm that they agreed to switch pharmacies they say no they never consented.

  Business response

  10/03/2022

  We received a letter from the Better Business Bureau on 08/09/2022 dated 08/04/2022 in
  reference to a ********* ** ******** received against Express Med Pharmaceuticals, Inc.
  (DBA: SelectRx). Under the Customer’s Statement of the Problem, it was stated that “The
  company is faxing requests for physicians to switch the patients’ prescriptions to their company.
  The faxes look authentic and they state the patient gave verbal consent to have their
  prescriptions sent to them. The fax says the company is SelectRx on the first page and Express
  Med Pharmaceuticals on subsequent pages. All of the patients affected so far in my practice are
  Medicare patients. When we call the patient to confirm that they agreed to switch pharmacies,
  they say no they never consented.”
  First, we want to thank the physician for his/her concern and advocacy for his/he patients and
  providing us the opportunity to review our pharmacy’s history and current services. Express
  Med Pharmaceuticals, Inc. (EMP) was founded in 1994 as a local, family owned Long Term Care
  Pharmacy located in Monaca, PA. EMP, provided pharmaceutical services to assisted living,
  personal care homes, skilled nursing and long term care facilities. In 2017, Express Med made
  the decision to become a closed-door, Long Term Care pharmacy operating under a Patient
  Centered Pharmacy Home (PCPH) model. This means SelectRx provides an institutional level of
  pharmacy services to its entire patient population, including dispensing essential prescription
  medications, customized medication packaging, medication therapy management, and other
  consultative services to patients in the home or who may reside in other institutional style
  settings. SelectRx’s unique and innovative model focuses on polypharmacy medication
  management and adherence services for its PCPC patients to promote improved healthcare
  outcomes.
  In April 2021, Express Med Pharmaceuticals was acquired by SelectQuote to provide their
  health insurance business the opportunity to offer enrolling health plan members enhanced
  health related services which would encourage better wellness results. Express Med

  Pharmaceuticals was rebranded as SelectRx at the time of the acquisition and currently does
  

  business under that name.
  Seven of the physician’s patients voluntarily enrolled in the SelectRx pharmacy program
  between 11/18/2021 and 05/27/2022. Each patient’s verbal consent was recorded during their
  enrollment. Every individual verbal consent was verified by a Quality Improvement/Compliance
  Department manager.
  The following steps occur during onboarding into the SelectRx pharmacy program:
  • After a member has voluntarily chosen to participate in the SelectRx program, the
  patient’s name and demographic information is sent to the pharmacy for processing.
  • The pharmacy provides a pharmacist-led medication review and prepares orders to be
  sent to the prescribing physician for authorization and verification; additional
  collaboration with prescribing physicians occurs when applicable.
  • Upon receipt of the prescription orders via the prescribing physician, then
  synchronization of the medication profile is conducted. Patient outreach occurs during
  this processing phase whereby additional educational support is provided to the
  patient where applicable.
  • A delivery date is established and communicated back to the patient.
  Because the initial synchronization and processing phase may take between 4 – 8 weeks
  before the medication box arrives at the patient’s home, sometimes an elderly patient will
  forget they signed up for the specialized medication program. When the physician inquires
  about the faxes that arrive in their office or the medication box appears at the patient’s home,
  the member might not recall their lengthy health risk assessment and SelectRx enrollment
  encounter which occurred 4– 8 weeks earlier.
  We hope this letter comprehensively addresses the physician’s concerns regarding the
  variance in pharmacy names on the faxes and process by which the patients have been
  enrolled. This is a fully voluntary program which is an enhancement to the patient’s
  healthcare services at no additional expense to the patient. We have attached additional
  information to provide an overview of our model of pharmacy services.
  Should you have any further questions or concerns, please contact me at:
  ***************************
  Warm regards,
  
  Joseph M******* ***, Vice President
  Quality Improvement / Compliance Department

  Customer response

  10/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is somewhat satisfactory to me. Unfortunately, patients tell us that they did not agree to change to this pharmacy when we ask them even though it may be documented that they gave verbal agreement. The response did note that patients may have "forgotten" that they agreed to the switch, which concerns me that elderly patients or  patients with dementia may not understand what they are agreeing to. 

  
  
  Regards,
  **** ******r

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