PBM Watch: Words from a happy retiree, an Express Scripts customer

From John Curry, January 23, 2008
Subject: Express Scripts Service....another happy retiree!

Within minutes of posting my last email re. Express Scripts I received the email below from another happy Express customer! It sure is nice being able to distribute "good news" about a PBM, isn't it? Let's hope the honeymoon isn't over! John

I agree with the experience with Express! Thank goodness, because it seems they are there to serve us with consideration and timely responses. I sent in a prescription and was called a few days later to let me know they had received the prescription. then just a few days after that they called to let me know the order was filled and sent. I too am pleased with the decision to use this company. Ditto for the praise of STRS who finally listened and to the always open mind and ears of Dr. Leone!!!

June Hughes

From John Curry, Jan 23, 2008

Note from John: This email below was passed to me from a retiree who is having a successful experience with our new PBM, Express Scripts. Let's hope all STRS retirees incur the same experience! Please pay particular attention to this retiree's last paragraph.... I think Dennis Leone's voice as well as retirees' voices were heard by those in charge at 275 E. Broad Street even though they may not have admitted it. The squeaky wheel DOES get the grease! If, per chance, you get bum service from our new PBM...please let CORE know about it...as well as STRS!
We are now into the 3rd week of service from Express Scripts. They have performed FAR BEYOND our expectations. We needed prescriptions shipped to our winter location, transfer of prescriptions, new prescriptions, and several other issues. All were handled without incident. They have done everything that we have asked and more. They have been shipping all orders via 2nd day air. This was done to eliminate the backlog that existed with the transfer of prescriptions, the holiday season, and the many new orders that happen each January.

Thank you STRS and Dr. Leone for their efforts that have provided us with a quality benefit. It is very unfortunate that no one would listen when many of us told them that the Caremark service was not satisfactory. They also told us how much we saved. I never saw the numbers that proved we saved one cent.

A Happy Express Scripts customer.

(Name withheld)