Pharmacy, The University of Kansas Health System Southlake Business Park

Yet again I can’t get my prescription on time because they won’t ship timely. After not being bothered to ship for 5 days you’d think they would at least let me pick it up so my dose wouldn’t be late, but no. They won’t. It is well known that this pharmacy is absolutely horrible. I’m sure the only reason they are still open is because we aren’t given a choice to use anywhere else.

I have tears of joy in my eyes after getting off the phone with Kevin, a pharmacist at Southlake pharmacy. I’ve been through a nightmare situation with Walgreens regarding a recently diagnosed wheat allergy that they said they couldn’t add to my allergy list and I would have to call the manufacturer any time I refill my meds. I was astounded by Walgreens pharmacy’s nonchalance about my concerns surrounding their lack of safeguards regarding allergies. Kevin, at Southlake, was able to very clearly see all of my listed allergies through my KU profile and assured me they take wheat/gluten allergies very seriously. He was unbelievably kind and understanding and provided me with such helpful information that I decided to transfer all of my prescriptions to Southlake Pharmacy. I feel like they will take my health issues seriously and into consideration as they fill my medications. THANK YOU, Kevin, for your help today- it was a literal answer to our prayers!

I have had multiple negative experiences with this pharmacy, which is disappointing considering that it is the KU Health System. It literally takes WEEKS to get a refill, with no communication or information provided. I called in a refill on a Saturday (knowing that they were closed but figuring it would be handled the following Monday). Five days later, I see that they input it as a "visit" in MyChart with no information other than my current medications. Still no medication 10 days after my first request. UPDATE: Kris was fantastic and noted that the order had a note to "verify cost" and that the order was then cancelled. No information was ever communicated. He corrected and fulfilled the order.

I've had plenty of good experiences with them and plenty of bad. Frustrating because all of KUs other pharmacies have excellent customer service, but I realize mistakes happen. However, I'd have a better customer service experience talking to a literal brick wall vs speaking to Sarah B. On multiple occasions she's been flippant, smug, dismissive and rude. If that isn't enough, she mumbles so badly she's impossible to understand. I'm not a person who gets mad at people who are just trying to do their jobs. Sarah B, you make me my blood boil

Not good experience with customer service: Talked to 4 different people with 4 different answers sending me on a crazy goose chaise. Last woman I talked to on the phone lost her patience, got snippy and hung up on me as I tried to clarify a point. It takes about 10 days to get medication ready and sent so you better call two weeks ahead. If the physician moves office they don't bother looking for and checking to make sure the order refill is requested at the right office. So frustrating when you are told the refill is ready but when you go to pick it up they look at you like you are nuts! ...and I am paying out of pocket for this!! Please fix this problem!! I work for the system and this is embarrassing!!

There's no notification system in place if the doctor doesn't respond to a medication request after you submit a refill request, so if you take a ton of meds like I do, your prescription will sit in limbo until you realize you're out and call the pharmacy to see what happened. Then you have to wait another week to receive it if you use mail order like I do. You are the hospital pharmacy, why are you sending refill requests to ER doctors instead of PCPs and/or not notifying patients that their medications are not going to be filled due to no response? I've spoken to several pharmacy reps regarding this issue and most have been inept, robotic people that can't think beyond the job they were trained for, and don't care that transplant recipients are going without anti-rejection meds due to their carelessness. They were all too lazy to even send a note to anyone regarding the notification issue, and one even told me to call MyChart myself because they weren't going to do anything. I hope they're not paid well because they don't actually want to help people, as if they're not literally messing with people's lives! As someone that's been in customer service for over 20 years, 3/4 reps I spoke with would be disciplined just for talking over people and not letting them speak when they thought they knew what the problem was before it was even stated. They get A's for gaslighting, though!

I have not had a single issue with this Pharmacy, ever. From the automated system, to the staff, delivery or pickup, no issues. If they deliver meds that need to be kept cold, they are packed in a way that they can sit on your porch in 100 degrees for three days and still be cold. Thank you for doing a consistently excellent job.

Called to check their hours & their voicemail says they’re open for the holiday (MLK Day) 9-5 so I showed up & staff refused service & claimed they were closed. The mail delivery is great, no issues there.

Regardless of how early I call in to get refills scheduled they continue to ship out late and cause me to not get my medicine in time. This has happened multiple times and they don't care at all from conversations I've had with them.

If I try yo use the automated system, the order is always messed up. I have to call back, wait for a technician to answer just to find out that the order didn't go through: no cost approval, no address, medicine is back ordered, etc. When I talk to staff Monday thru Friday, the order is processed correctly. I despise the automated system and the errors that occur. I use both the regular and specialty pharmacy. Hands down the Speciality Pharmacy staff is fabulous and slmost flawless.

I was prescribed a medication for pre-cancerous lesions on my face. When I called the pharmacy to check on prescription they said it needs a pre-certification from the physician. So I waited a few days then called back and they said it was …

The staff is always polite and always go out of their way to make sure I get the help that I need and that I am taken care of.

I would give them a ZERO!! Their staff is awful and unprofessional! And I need my medication now, and now they are saying I won’t get it for 5 Days. …

Absolutely wonderful place. People are always friendly

Medications have to be shipped. I have no choice but to wait after work to bring my meds inside from the heat that's over 100 degrees. …

I am very blessed to have the the KU specialty medicine team to help me. They are so polite in answering any questions. Even when im not doing well and impatient. The medicine always arrives promptly ahead of schedule and notifies me of its tracking

This has been my worst experience at a pharmacy. We have to get insulin regularly and not one person has ever been consistent with the next on how much it costs, whether it’s ready, whether it was for pick-up or to be mailed etc. no one is ever on the same page

They constantly are late to send refills. I have to call and go pick up. Worst pharmacy I’ve ever used.

Amazing place and amazing customer service.

Thank you KU Specialty Pharmacy at Southlake. They do an amazing job and always go the extra distance to prior auth a Med and get it mailed. Thank you!!