Cindy, the head of Smart Pharmacy’s retail location, received a call from a male concerning his newborn son at Shands Gainesville. His 5 month-old son had received a heart transplant and were planning on being discharged the following Monday but needed many medications filled before they could do so.
Cindy confirmed we took his insurance and asked them to have the prescriptions faxed over. Shortly after, Cindy received the fax from their doctor at Shands with the 13 medications needed. Cindy immediately started to process these prescriptions and filled the 8 standard prescriptions and gave the other 5 compound prescriptions to Amber in our compounding lab. Cindy made sure Amber was aware that we would need them as soon as possible so we could get them to Gainesville in time for the baby to be discharged.
Once all of the medications were ready, Cindy had a gut feeling that she should deliver these prescriptions to the hospital herself instead of mailing them since there were so many and it was critical that they get there on time for this baby to go home and recover. It was Cindy’s half day that day but wanted to personally make sure they were all delivered in time. Cindy left as soon as they were ready and drove them to the hospital in Gainesville.
Upon arrival to the baby’s room, the doctors were working on getting his blood to check to see if he had CDIFF and the parents were standing outside the room waiting. Cindy approached the mom and introduced herself. The mother immediately hugged Cindy and thanked her for bringing the medications to them. The mother then told Cindy the history of the little boy. They knew at 20 weeks into her pregnancy that there was a problem with his heart and that he would need a heart transplant. When he was born, it was worse than they expected and he was a very sick baby. He received his heart about 1 month after he was born and was doing very well.
When Cindy asked the baby’s mom how she found us, she said that the mother in the hospital room next to them, who also had a sick little boy, said they needed to go to “Cindy’s Pharmacy, they are wonderful.” (Cindy’s Pharmacy being Smart Pharmacy of course. Cindy is able to work directly with patients at our retail location and cares so much for our patients that they know her by name and trust her with their family’s health. Needless to say, we are so fortunate to have team members like Cindy).
The mother then told Cindy the name of the family and little boy next door (who Cindy hadn’t heard from in a while and wondered if the little boy was OK or if they had just moved away) Cindy said, “with that conversation I felt my eyes well up with tears and goosebumps from my toes to my head knowing that he was alive and was right next door.” The family next door that recommended Smart Pharmacy, aka “Cindy’s Pharmacy” came out of their hospital room and hugged Cindy, which sent a flood of tears to appear.
This family proceeded to tell Cindy that they had been at the hospital for 16 months and were now waiting on a triple transplant (heart, lungs and now liver). This would be the first triple transplant to be performed at Shands Gainesville! She then took Cindy into the room to meet him for the first time. Cindy had never had the opportunity to meet him before even though we were filling all of his medications when they were in Jacksonville. Cindy was so happy to meet the cutest and happiest little boy who was confined to a hospital crib with the occasional walk through the hallways of the hospital. He had many tubes hooked up to him including a tracheotomy which prevented him from talking. After a few minutes, Cindy said her goodbyes and thanked her for referring us to the family next door and told her if she needed anything at all, she had Cindy’s personal cell phone number.
Cindy then got the opportunity to visit the 5 month old who she drove the medication to Gainesville for. She visited in his room and talked to him for a few minutes and he was all smiles! It was time to leave so Cindy spoke to the parents and asked them to sign for the medications, went over their expiration dates and which ones needed refrigeration and which ones needed to be reconstituted. She told them to call if they had any questions or needed anything at all. She also gave them her card with her cell phone number on it. They took some pictures and she gave them a hug and left the hospital.
Cindy: “It was an amazing feeling knowing that we had helped people out that had been through such a big ordeal over the last 5 months. I was very proud to be part of the Smart Pharmacy team and knew that this is what we were all about…going above and beyond!!”
Its stories like these that remind us how lucky we are to have amazing people at Smart Pharmacy who want to go above and beyond for our customers.