Why Can't Pharmacies Leave Drug Info on Answering Machines?

[Eva 14]

I was just wondering if anyone knew why pharmacies and pharmacists are forbidden to say the NAME of a specific drug on an answering machine or voice mail?

According to my pharmacist, it is ILLEGAL for her to leave me a message saying, "Your prescription for morphine is ready" or for whichever drug it might be.

The first time that the (new) pharmacist told me she couldn't leave the name of a drug on my answering machine, I thought it might have something to do with HIPPA and/or she was just being careful in case I had roommates or relatives who might have access to my messages.

I told the pharmacist it was fine for her to say ANYTHING on my answering machine, since I'm the only person who has access to the messages. But the pharmacist told me, "That's illegal".

I didn't say anything after that. I was pretty surprised----how on Earth can it be ILLEGAL for a pharmacist to leave a message telling a patient that their prescription for (whatever medicine) is available? Apparently, they are NOT allowed to name the drug under any circumstances. They can't leave a message saying, "We weren't able to order (whatever medicine)", either. They cannot say the name of a drug on voicemail, which strikes me as weird.

It probably is true that this is the law, but I can't figure out why on Earth it would be illegal to say the name of a medicine on voicemail. I don't understand what harm could come of that, particularly if the patient has told the pharmacist that it's okay to leave messages.

Thanks to anyone who can help me with this!

Eva

[Earth Mother 2 Angels]

((((((Eva))))))

I'm sure that this relates to HIPPA. I researched your question on line and found this:

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My guess is that your verbal permission to the pharmacist would be insufficient to obviate the law. The pharmacist still has to protect him/herself by following the law.

For example, let's say the pharmacist accepts verbal permission from a patient to leave "identifying information" on that patient's answering machine/voice mail. The pharmacist calls the patient, leaves the patient's name and the name of the patient's medication on the voice mail. Someone other than the patient inadvertently hears the message, tells the patient, and the patient is unhappy that that person knows this information. The patient then files a complaint against the pharmacist, pharmacy, etc. for violating HIPPA. The pharmacist can only respond with, "But the patient gave me verbal permission to leave that information on the voice mail." I can envision the pharmacist losing his/her job.

Our pharmacy uses a computerized voice system. When it calls to remind us of a prescription due for refill, the computer voice only gives the pharmacy's prescription number, not the name of the prescription.

I'll bet that Pharmacist Steve will be able to answer your question. I'll be very interested in his response.

Love & Light,

Rose
(from Child Neuro forum)

[Pharmacist.steve]

It all has to do with HIPAA.. .and PHI ( Personal Health Information) getting into the wrong hands ..without written permission. I know with myself and my wife.. we have advanced health care directives and power attorney on each other.. I have yet to have a healthcare provider to refuse me access to her information after producing one or the other of these documents. In fact, I carry them as a *.pdf on my Iphone... so that in a push come to shove situation... all I need is a cell signal and a email to send them to whoever is between me and her information.. and the HIPAA restrictions are waved.

[tortoisegirl]

I agree. Its also why they request confirmation of something such as your birthday before giving you any information when you call. I am surprised though that a lot of doctor's offices will leave detailed information on a message if you've filled out the form saying its ok to do this. Maybe because pharmacies don't do those HIPPA waiver forms? I really haven't had a problem with pharmacies not being able to leave detailed info though...most of the time the message results in me going to pick up something that is ready, or having to call them back to give some info anyways. My pharmacy has an automated system that calls when you have prescriptions waiting, but it only seems to kick in if they have already been there for a day. The advance health care directive and power of attorney are a very good idea. My hubby and I have these in place, but don't have a need to use them.

One thing that creeps me out a bit about pharmacies is that most of the time all you need is a person's date of birth, and you could have a prescription filled and/or pick it up (steal). Often I wait to pick up my prescriptions the next day after dropping off the scripts, even on my CIIs, since I hate waiting. Its a bit worrisome that something could happen to them. I've also wondered how often folks mistype a number on automated phone refill request lines and someone else's prescription goes through, although I assume if it didn't get picked up, it would get re-stocked and the refill credited back to the system. Interesting topic! Best wishes.

[Diandra]

Hi Eva,
Yes, the laws pertaining to prescriptions meds can be pretty illogical sometime. My prescription for a month worth of opiates can be left in my mailbox which is directly on the street at the end of my driveway where anyone could walk by and help themselves yet your pharmacist can't leave a msg with the name of that same drug. And Kate is right about how easy it would be to get someone else's script with very little info.

Steve, great idea of the POA and AHCD from your spouse being put in a PDF on your phone. Thanks for the idea.
Diandra

[Mark N]

Thanks for the info as I have often wondered why the pharmacy can't give more info when calling with their automated system so that I know what meds are ready. tortoisegirl, I agree about it doesn't make sense that morphine can be mailed and left in the mailbox yet my wife can't pick up my script for me.

[tortoisegirl]

Why can't your wife pick up the script? At least in my state, pharmacies will let you pick up for a spouse/family member, even a neighbor/friend if you have their birthday, which is concerning for me.

I've always been scared to try mail order since it seems like there is a potential for problems, but it seems like insurances are really pushing towards that. Some only cover that now for recurring prescriptions. What happens if you don't get your meds? Do you just call and they re-send them? Besides the added cost to the company and hassle for the consumer, I wonder why they don't send them signature required? Seems like they would have some thefts. That is lost profit, plus having customer complaints for potentially late meds (as they would re-send them).

[Pharmacist.steve]

Our crazy system has certain rules/regs that apply to everyone in the chain (manufacturer/*********rs/pharmacy) but once the Rx is handed to a delivery carrier (UPS,USPS,Fedx) none of the rules apply... For example all drugs REQUIRED a certain storage temp - usually 58-85F... except once it is handed off to the delivery carrier.. I know of at least one study on the affect of heat encountered in transit... caused certain medication to LOSE 50% of their potency... did anything change?? not to my knowledge..
As far as the insurance companies pushing mail order... it is very simple reason... THEY OWN THE MAIL ORDER FIRM!
Once again.. you just have to follow the money trail
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