Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We checked a family member into The Last Resort Recovery near **********, ** on on 9/17/24. We took his home meds as requested. These meds were paid for by us and our insurance. When the family member checked out and we returned home, I realized one of his home meds had not been returned. I sent an email and have a documented email response in which we were told that because he left against staff advice they only provide life-saving medications on departure. They required that I meet their staff member and the family member outside of the campus (at a gas station) for me to pick up my family member, so these meds could have safely been turned over to me. Not returning the meds that he took with him to TLR constitutes theft and is unethical and a highly concerning business practice. The resolution we are seeking is to have his medication mailed to us as we are an 8 hour drive away. I am a pharmacist - this medication is NOT a controlled substance and CAN be legally mailed.

  Business response

  11/08/2024

  In the situation in question, our team acted in accordance with the guidance and requirements of our contracted medical director. When a client decides to leave our care "against staff advice," our medical provider mandates that not all medications be released at discharge. This protocol is in place to prioritize client safety, particularly given that our clients often have a history of substance abuse. Retaining certain medications is intended to reduce the risk of injury or potential overdose. As an organization, we rely on the medical expertise and instructions of our medical director to ensure safe and ethical care for each client.

  In this instance, medications were retained to protect the clients wellbeing. However, we acknowledge the inconvenience this has caused the client and their family. As part of our resolution efforts, we would like to offer reimbursement for the cost of the withheld medication. Please let us know the process for reimbursement, and if there are any additional actions we can take to fully resolve this matter and restore our standing with the Better Business Bureau.

  Our commitment to quality and ethical care remains steadfast, and we appreciate the opportunity to address and rectify this issue.

  Thank you for your time and understanding.

  Customer response

  11/08/2024

  Complaint: 22385338
  
  I am rejecting this response because: I feel strongly that the actions of The Last Resort are placing vulnerable individuals at risk. Simply reimbursing my money is not adequate as my concern was not and is not the money. TLR states that the action of retaining of patients' home medications is done "in accordance with guidance and requirements of our contracted medical director" and that "retaining certain medications is intended to reduce the risk of injury or potential overdose." First, I would like a copy of such written policy and I would like the opportunity to speak to the "contracted medical director". Second, the medications that WERE returned were handed directly to ME and not to *****, thus reducing this risk and placing this responsibility in MY hands and not TLR's. Third, if TLR retains medication "to reduce the risk of injury or potential overdose" as they state, why would they give the bupropion as they did? I am a pharmacist in poison control and bupropion is one of the MOST dangerous in overdose, yet they returned this to me without an issue but retained his trazadone and valacylcovir? Their actions are not consistent with their statements. Additionally, if I had not specifically requested his bupropion, **************, and ******* be returned, I feel those would NOT have been returned either. ***** suffers from major depressive disorder and already suffered from a serious *************** this year. Consistent treatment with medications prescribed by his psychiatrist is necessary to manage his depression. Refusal to return such meds to vulnerable patients is reprehensible as it leaves these patients at great risk. Antidepressants must be administered consistently to be effective. A person cannot simply go to their pharmacy and say, "I need more of drug X because TLR did not return this to me when I left." ************* would balk at this as they have already purchased the medication for a period of time and will not pay for more until their records indicate the time period has concluded. ***** has me to advocate for him and as a pharmacist I understand what I need to do to ensure he receives the medication he needs even is such a reprehensible situation. And, I have the financial capability to do this as well. However, not all patients have someone to advocate for them. They do not all have the ability to simply purchase more. And if they suffer a medical tragedy because their meds were withheld from them, they will suffer and likely have no recourse. If this is the policy at ***, it needs to change. I am interested in the well-being of all vulnerable patients treated at TLR and not simply my son. 
  
  Regards,
  
  ****** ********

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