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Going the Extra Mile (in Mere Minutes)

October 30, 2018 | Express Scripts

Jonathan O. started at Express Scripts in Oct. 2006 in Boston, Massachusetts as a shipping technician, He is currently a production supervisor providing workflow solutions in daily operations.

In my role at Freedom Fertility Pharmacy, an Express Scripts subsidiary, time and reliability are essential. For those who may be unfamiliar, Freedom Fertility is America’s leading fertility pharmacy, responsible for providing medication compounding, expedited delivery, and patient support. For the patients we serve, missing even one dose of their medication can have heartbreaking consequences, so we do everything in our power to ensure they have the medicine they need when they need it.

Earlier this year, my team and I were in the pharmacy doing our routine inventory count when one of our on-duty pharmacists received an urgent call from a patient. She was in a panic because her doctor had just told her she was at the end of her fertility cycle. Based on her test results, she needed an injection of medication by 12:30 p.m.

Did I mention it was 11:15 a.m.?

Our pharmacy is located in Byfield, Massachusetts, near Boston. The patient lived 53 miles away, on the other side of the city. There is a lot of traffic in the area; and on a regular day, the trip to her home would take well over an hour. And because of it being a holiday weekend, courier services were unable to help us on such a short notice.

By now it was 11:35 a.m. After a quick discussion to determine our plan of action, I was asked if I’d drive the medicine to the patient’s home. Of course I would do it. At 11:40 a.m., I had the medicine and was in my car driving   down Interstate 95.

I’m not sure how it happened, but by some miracle I didn’t encounter any traffic during the trip. I pulled up to her house at 12:26 p.m. As I parked, I realized that if I wasn’t at the right address, I’d be too late to help the patient. There was no time for errors.

Even before I opened the car door, a woman ran out of her house and started banging on my window.

“Yep, this is the right place,” I thought.

After a quick thank you, she ran back inside with the medicine and I was on my way home.

Our pharmacist reached out to the patient on Monday to ask how she was doing. To our relief, the injection had worked.

It was a crazy day, but I enjoyed being part of it. Even when the task seems almost impossible, going the extra mile for our patients is literally what it’s all about.

Are you interested in a career that allows you to go the extra mile? Check out our career site for a full list of open positions.

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2 thoughts on “Going the Extra Mile (in Mere Minutes)

  1. sue Endres

    I so appreciate this blog/story. I have walked in that patient’s shoes. It is truly heart warming to see that this department stepped out of its way to serve a couple desperate to have a family.

  2. Christine Field

    I like to read a story like that! The light traffic you experienced is simply amazing. That is customer service at it’s best!


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