I’ve been living in Kenya for the past three years, and was about to begin my fourth and final year. During my 30+ years in Africa, I have normally used medications that could be purchased locally, and have not had any serious problems with that, until a few years ago. Although I purchase my cholesterol medicine from a reputable source, the results have not been encouraging. After taking these medications for the better part of a year, my US doctor’s eyes were bulging when he saw the numbers on my cholesterol test. So, I started getting my medications from the US while I was home and bringing a large supply back with me.
In 2014, I was home in the US rather often due to some family issues, and so was able to get my medications during my visits home. However, during 2015, I was rarely in the US. By some miscalculation on my part, I didn’t have enough of my medications to last out the year, but once again, my reliable source provided me with some locally. When I got home to the US at the end of 2015, I discovered that my numbers were up again, and the doctor was concerned.
So, I began the process of getting my medications ordered. I had counted what I had in Africa, and how much I would need before I return to the US. I gave those numbers to the doctor, and his office sent the request to my mail order pharmacy. That process happened on December 11. I had needed some medications as soon as I arrived in the US as well. So, those had been filled locally. (Unbeknownst to me, that was the beginning of my undoing!)
As Christmas came and went, and there was no word on a package headed my way, I contacted the mail order pharmacy, and they had no record of any requests having been made.
I immediately phoned my doctor’s office, and they discovered that the FAX number had changed. So, the request had not gone through. They called it in again, and then the real hassle started.
Since I had already had some medications filled when I arrived home, it was “too soon” to get another refill. It didn’t seem to register with these folks that I was there in the same country (at least until January 5), and needed these medications before I took that 27 hours trip back to my other home. Nothing arrived.
Numerous phone calls made no impact. They couldn’t start the process until January 28, and then it would take the better part of 10 days to get the medications to me. The fact that I was already in Africa, and a colleague was traveling from the US to Kenya on February 2 and could bring them, didn’t make a bit of difference.
I finally phoned them from Kenya and after speaking with several helpful but powerless persons for several hours, I finally said, “How are you going to get these medications to me? You have two choices: DHL them to Africa or send them to my colleague before February 2.”
At one point, they wanted to know when I was leaving for Africa. I replied, “I’m here now!” I think they were hoping to use the “vacation” clause to get out of the “too early” issue. However, it was too late for that. Another time, a lady said, “There are no refills on these medications!” I said, “No, there won’t be. I told the doctor how many I needed, and that is what they asked for.” She seemed to study those numbers for a few minutes, and said, “Oh, okay.”
In the end, they checked with my company only to find that a provision exists for me to get my medications a year at a time. Shouldn’t that be on my record somewhere? Anyway, it wasn’t. Once they had established this fact, at least it became possible.
I’m grateful there are reasonable rates to call the US from Kenya or I could have spent a fortune as I was on the phone for another two hours before a “senior team” figured out a workaround that would enable them to send the medicines to my colleague before he traveled. REALLY?! What possible difference can it make to them if they send me pills every 90 days or once for 9 months. Maybe they are afraid I will die off before I take them all, and that would be a real shame! I know they want to save money, but this is ridiculous!
It all goes to show, bureaucracy is alive and well, not only in Africa but also in the USA. It also shows that patience, time and perseverance can overcome the most obstinate of obstacles.
In 2014, I was home in the US rather often due to some family issues, and so was able to get my medications during my visits home. However, during 2015, I was rarely in the US. By some miscalculation on my part, I didn’t have enough of my medications to last out the year, but once again, my reliable source provided me with some locally. When I got home to the US at the end of 2015, I discovered that my numbers were up again, and the doctor was concerned.
So, I began the process of getting my medications ordered. I had counted what I had in Africa, and how much I would need before I return to the US. I gave those numbers to the doctor, and his office sent the request to my mail order pharmacy. That process happened on December 11. I had needed some medications as soon as I arrived in the US as well. So, those had been filled locally. (Unbeknownst to me, that was the beginning of my undoing!)
As Christmas came and went, and there was no word on a package headed my way, I contacted the mail order pharmacy, and they had no record of any requests having been made.
I immediately phoned my doctor’s office, and they discovered that the FAX number had changed. So, the request had not gone through. They called it in again, and then the real hassle started.
Since I had already had some medications filled when I arrived home, it was “too soon” to get another refill. It didn’t seem to register with these folks that I was there in the same country (at least until January 5), and needed these medications before I took that 27 hours trip back to my other home. Nothing arrived.
Numerous phone calls made no impact. They couldn’t start the process until January 28, and then it would take the better part of 10 days to get the medications to me. The fact that I was already in Africa, and a colleague was traveling from the US to Kenya on February 2 and could bring them, didn’t make a bit of difference.
I finally phoned them from Kenya and after speaking with several helpful but powerless persons for several hours, I finally said, “How are you going to get these medications to me? You have two choices: DHL them to Africa or send them to my colleague before February 2.”
At one point, they wanted to know when I was leaving for Africa. I replied, “I’m here now!” I think they were hoping to use the “vacation” clause to get out of the “too early” issue. However, it was too late for that. Another time, a lady said, “There are no refills on these medications!” I said, “No, there won’t be. I told the doctor how many I needed, and that is what they asked for.” She seemed to study those numbers for a few minutes, and said, “Oh, okay.”
In the end, they checked with my company only to find that a provision exists for me to get my medications a year at a time. Shouldn’t that be on my record somewhere? Anyway, it wasn’t. Once they had established this fact, at least it became possible.
I’m grateful there are reasonable rates to call the US from Kenya or I could have spent a fortune as I was on the phone for another two hours before a “senior team” figured out a workaround that would enable them to send the medicines to my colleague before he traveled. REALLY?! What possible difference can it make to them if they send me pills every 90 days or once for 9 months. Maybe they are afraid I will die off before I take them all, and that would be a real shame! I know they want to save money, but this is ridiculous!
It all goes to show, bureaucracy is alive and well, not only in Africa but also in the USA. It also shows that patience, time and perseverance can overcome the most obstinate of obstacles.
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