CVS Health, the parent company of the chain of CVS Pharmacy stores, confirmed Friday the pharmacist had been fired after a customer complained that the pharmacist refused to fill her hormone therapy prescription. "I left the store feeling mortified".
After being denied her prescription, Hall called the CVS customer service line twice and both times her concerns were immediately dismissed.
"I was finally going to start seeing my body reflect my gender identity and the woman I've always known myself to be", she said.
"My family supports me, fortunately, and helped me work through the anger and humiliation this experience caused", she wrote.
Hall wrote that the pharmacist repeatedly and loudly asked her why she needed the prescriptions, which almost brought her to tears.
"Embarrassed and distressed, I almost started crying in the middle of the store", she said in the statement.
"I felt like the pharmacist was trying to out me as transgender in front of strangers", Hall wrote. "I just froze and worked on holding back the tears".
Mike DeAngelis, CVS spokesman, said the pharmacist violated company policy by refusing to fill the prescription.
After she called her doctor's office to explain what happened and the office staff contacted the pharmacist, he continued to refuse to fill the prescription or explain why, she said. When no one addressed her concerns, she made a decision to file a complaint with the Arizona State Board of Pharmacy on Thursday.
According to CNN, CVS apologized for the incident: "CVS Health extends its honest apologies to Ms. Hall for her experience at our pharmacy in Fountain Hills, Arizona last spring", the company said.
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Ultimately, a local Walgreens filled the prescription without question. The pharmacist still refused to fill the prescription without giving a reason.
Arizona is one of six states with "conscience clauses" to protect pharmacists who do not wish to fill prescriptions on moral or religious grounds, according to the National Women's Law Center.
A transgender woman is speaking out after she said a CVS pharmacist denied her hormone prescription. The pharmacy isn't required to transfer refused prescriptions, but companies may make workplace polices that require referrals.
The statement said, "CVS Health extends its honest apologies to Ms. Hall for her experience at our pharmacy in Fountain Hills, Arizona last spring".
She filed a complaint with CVS after the incident but didn't receive acknowledgement for her concerns, Hall said.
CVS, however, fired its employee and apologized to Hall on Friday.
The statement went on to say that Hall's complaints were not addressed due to "unintentional oversight". DeAngelis said CVS was discussing ways to reinforce its guide for helping LGBTQ patients. "Is there a company policy that he refused to follow?" said Gibson.
"So far what I have experienced is a lot of dirty looks and a lot of some people spitefully using the wrong pronouns", Inderrinden said.