I wonder if she's speaking about Medicare Part B or D coverage. People who have that type of coverage have a limit on how much they'll cover and once they hit that limit then the copay becomes a certain percentage of the retail price of the medication. Unfortunately, this is out of the pharmacy's hands as they have nothing to do with insurance copays. I don't even think having the doctor call them will help either as technically, the insurance is still paying a portion of the costs.

It seems they're also upset that the pharmacy did not inform her of the price. Quite honestly, as a pharmacy tech, considering that we can fill over 400 prescriptions at my pharmacy on a daily basis, it's impossible for me to memorize everyone's copays and know which ones were higher than the previous month. Because of that, I can see why folks do not get phone calls regarding their copays. The only times I'll mention a high copay is if a patient has dropped off a new script for a pricey medication and I'll inform them upfront of the price or if a patient specifically asks how much their copay is.