Pick “Option 8” For Help With Clozapine REMS Program?

OK, so here’s the latest on the Clozapine REMS Program saga. I got another call from them between 9 and 9:30 AM while I was out rounding in the general hospital. On the voice mail, the caller was very polite but called me “Dr. Davis.” Then she launched into a message I had already received from another caller about my difficulties certifying with the REMS Program a couple of days ago.

It was essentially the same message, so it’s clear that not only can they not get my name right–they’re obviously not communicating with each other.

And then what happened? She advised me to call the now legendary dysfunctional “help line” at 1-844-267-8678 and directed me to select “Option 8” for specific “IT” assistance with my problem.

There is no Option 8.

So I sent another message to the FDA because, after all, they asked for it:

“Should you have questions or concerns about the Clozapine REMS Program, please contact the FDA at druginfo@fda.hhs.gov, 1-855-543-3784 or 301-796-3400; Monday – Friday, 8am – 4:30pm EDT.”

Here’s my message:

Hi, I’m lodging another complaint about the Clozapine REMS Program. The last time I sent a message to you, you indicated that the “Clozapine REMS Program Managers” were to call me at your request. That didn’t happen. Someone did call me on 10/27 but only to take information in order to “expedite” getting a solution to my problems certifying with the program.  I have not been assisted yet with actually certifying.

Today, I got another call from the REMS Program, again while I was out of the office. This person left a message on my voice mail and it sounds like someone else who is just trying to gather information, not assist me with certifying. This person called me “Dr. Davis” indicating she could not even get my name right. She also asked me to call back to 1-844-267-8678 and select “Option 8.”

There is no Option 8 available on the recorded message at that phone number.

This is beyond ridiculous. It sounds like there is nothing you can do directly about this. Is there any way for me to contact the Clozapine REMS Program Managers (if they exist) directly that you are aware of? I have been trying to certify since October 12, 2015. The website is still dysfunctional and so, evidently, are the employees who man the telephones.

Thanks for any help you can offer.

So I’m back in the twilight zone again. I’ve talked to colleagues who sail through this process. What gives? They already have my Knowledge Assessment for Healthcare Providers and the Prescriber Enrollment Form. I faxed both on October 12, 2015…at 8 AM. This real life X-File is getting funnier than anything I can make up on my blog. I think we need a YouTube Video for it like the one on electronic health records (EHRs, see below), and what the heck, while we’re at it, how about one for Maintenance of Certification (MOC)? Both are equally problematic.

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