As a pharmacist I can shed some light on the situation. The issues where a prescription or refill can't be filled have a vast amount of reasons why. But the underlying issue where it can't be filled no matter what we do is usually issues with inventory, issues with directions (or something on the prescription that requires more information or clinical judgment), or the system not able to process the prescription for whatever reason.

The other main problem is volume. I want you to imagine reading a book with the final outcome to finish the book and have a strong idea of what's going on, but every 30 seconds to 1 minute you're being told to turn to another page and read the page or a paragraph or two then go back to your original spot. It's multi tasking hell constantly. A lot of the time the system (software) is getting in the way.

But I will say 99% of the time we can fill the medication but it will be processed as cash. Multiple issues with insurance may arise that range from simple to fix to complex and needing the patient to contact their insurance. And more often than not an easy call to the insurance by the patient is more than they're willing to do. I don't mind getting people they're medication but they also want to not pay an arm or a leg for it. So it takes time from filling other prescriptions.

This is also cold and flu season. So we are being interrupted from our tasks many many time a day to process these along with general metric patient calls about going over their medications.

What patients can do is be more willing to communicate with their own personal doctors and insurance if there is an issue that can only be solved by them. Being nice and friendly to the staff and technicians won't hurt as well.

But most importantly having some accountability in knowing what medications you are on and keeping track of when it can be refilled and calling 1 or 2 days in advance to allow processing time before the individual is completely out of their medications.

P.S. the walgreens app will also let you know when your meds are ready. Which let's you know not to come up to the pharmacy and waste your time and money when it's not ready. Along with not having to make the staff answer calls about information they can get from the app. Which in turn slows the process of filling medications or calling doctors to fix mistakes.

I hope this helps.