The worst prescription drug service I've ever experienced is coming my way courtesy of Aetna Rx Home Delivery.
It's a mail-order service. About two weeks ago, I had to mail them two prescriptions, because my spouse's doctor doesn't fax in scripts anymore.
After a week or so, I checked online Wednesday, to see if they'd been mailed. I could see Aetna had been holding the scripts for two days.
So I called. Went through the recorded messages until I got a real person. I asked her why the prescriptions hadn't been mailed.
"It doesn't say on the scripts whether you wanted them right now, or you wanted them held," she said. "So we didn't know."
I said, "That is the stupidest answer to a prescription question I have ever heard. Of course we want them now. People don't mail in prescriptions because they don't want them right now. I apologize for dumping on you, because I know this is not your policy, it must be Aetna's. But it's the most idiotic policy I've ever heard of. Would you please ship these prescriptions immediately?"
"I'll tell the pharmacist," she said.
Today we came home to find the answering machine blinking. It was a recorded message from -- surprise -- Aetna Rx Home Delivery.
"We need more information to mail your prescriptions," said the message.
"Please have your doctor call XXXX or fax XXXX within 24 hours or we will not be able to process these prescriptions."
It's Saturday afternoon. What do you think the chances are that the doctor will call or fax Aetna within the next 24 hours?
How does Aetna get away with this?
Because, once they have you signed up, they have what amounts to a monopoly. I can either use their service, or pay the entire bill out of my pocket. And now that Aetna has the scripts, I can't even choose to take my business elsewhere.