Client Bill of Rights and Responsibilities

As an Apothecary By Design specialty pharmacy client, you have the right to:

  1. Be given appropriate and professional quality pharmacy services without discrimination against your race, creed, color, national origin, religion, gender, sexual preference, handicap, or age.
  2. Speak with a pharmacist about any questions or concerns about your medication. Please inform us of all medications, herbal products, or supplements you take so that we may check for appropriateness. If you experience any of the listed side effects or believe you may be having an adverse reaction to a medication, please dial 911 (in an emergency), contact your prescriber, or call us immediately to speak with a pharmacist. Benefits of our services include helping you to manage side effects of medication, increasing compliance to your drug therapy, and increasing your overall health.
  3. Speak with a clinical staff member (a pharmacist or nurse). You have the right to obtain identification of staff members, including their job title, and to speak with a staff member’s supervisor upon request.
  4. Receive information about our Patient Management Program. ABD staff will give you information verbally at the time of enrollment, in our Welcome Kit, and on our website so that you are fully informed about the PMP and your rights and responsibilities. You have the right to know about the philosophy and characteristics of the PMP. Participation in the PMP will help you to optimize the outcomes of your medication therapy. For example, our staff will support you with refill reminder calls and monthly reassessment conversations, and our clinicians will counsel you on how to find relief from side effects you may be experiencing. We work with your other healthcare providers to support you in your medication therapy, in order to help you achieve the best possible outcomes. You may reach a member of our PMP by calling the pharmacy during our business hours. For for an emergent issue, you can reach an on-call clinician 24 hours a day.
  5. Receive professional, honest, and ethical care in accordance with physician’s orders.
  6. Be fully informed of the pharmacy’s services and the fee for those services.
  7. Participate in the development of your plan of care, and be advised of any change in the plan of care or PMP services provided prior to the change being made. You also have the right to information about the termination of the PMP. You have the right to speak to a member of your care team during our normal hours, and in emergencies after hours, with an on-call pharmacist.
  8. Be treated with respect, dignity, courtesy, and fairness without discrimination by all pharmacy staff.
  9. Be given complete and current information concerning your diagnosis, treatment, risks, and anticipated outcomes in order to give informed consent prior to the start of any treatment, and regarding changes in or termination of the PMP, including your right to accept or refuse service.
  10. Refuse treatment within the confines of the law, and to be informed of the consequences of refusing treatment. You also have the right to revoke or dis-enroll at any time.
  11. To have personal health information shared with the Patient Management Program only in accordance with state and federal law.
  12. Receive services from personnel who are qualified including a registered pharmacist, nurse, or pharmacy technician.
  13. Voice grievances or file a complaint to pharmacy management without fear of discrimination or reprisal.
  14. Receive a copy of the DMEPOS Supplier Standards and “Medicare Prescription Drug Coverage and Your Rights” for Medicare recipients of services.
  15. Be informed of your rights under state law to formulate advanced directives.
  16. Be informed of what to do and resources available in the event of an emergency or a natural disaster that prevents us from filing your prescription(s) in a timely manner. We will post a notice on our website and on our toll-free telephone line, and also notify our prescriber partners. We will advise you to contact your prescriber and/or another pharmacy to get your prescription(s) filled. Once we are back to full operational capacity, we will again post notices in the same manner.
  17. Be assisted and receive special consideration for language barriers in order to achieve proper understanding of services provided (e.g., non-English speaking clients have the right to an interpreter, and deaf, blind, or illiterate clients have the right to appropriate materials and interpretation for effective communication).
  18. Be informed within a reasonable amount of time if we cannot fill your prescription. We will provide you with instructions on your options to get the prescription filled from another source. If there is a shortage of the drug, the pharmacy will make every effort to find another source from the wholesaler, manufacturer, or other pharmacy. If none can be found, we will contact your prescriber regarding an alternative. If another pharmacy will be filling the prescription, we will send your prescription electronically, by fax, or by phone to the appropriate pharmacy, and notify you where it has been sent. If we cannot fill your prescription because your insurance has changed, we will also contact you and transfer your prescription to the new pharmacy.
  19. Be informed of any financial benefits and responsibilities, including deductibles, copayments, and coinsurance, when referred to an organization or another pharmacy provider. We will provide, in writing, our cost charged to you if you are using an out-of-network pharmacy.
  20. Receive a timely response from pharmacy staff upon your physician’s request for service.
  21. Choose a healthcare provider.
  22. Be informed of limitations of services and care provided by the pharmacy. We will obtain your insurance information so that we can properly bill your prescriptions. If this information changes, please notify us as soon as possible. If your insurance plan requires prior authorization, we will contact your prescriber or insurance plan to resolve this issue. If you are unable to pay the copayment or you do not have insurance, please call us to discuss options, as there are numerous patient assistance programs, rebates, and coupons available for which you may be eligible.
  23. Receive FDA-approved generic medications when available. If you prefer brand-name medication, ask your prescriber to write the prescription for the brand-name drug, and note “dispense as written.” Please note that brand-name drugs may involve higher copayments; please check with your insurer.
  24. Be assisted with pursuing appropriate resources for services outside the scope of the pharmacy.
  25. Be informed of any product recalls. We follow FDA regulations regarding drug recalls. In the event of a recall, all affected products are removed from inventory. If a product was sent to patients, those patients will be notified, and your healthcare provider may be notified as well. Please note the FDA does not require pharmacies to contact patients for all recalls, as a drug is sometimes recalled before it reaches patients. You may be notified by your prescriber, or by a press release from the manufacturer or the FDA. If you are concerned about drug recalls, you may contact the FDA at 1-800-INFO-FDA or fda.gov, where you may sign up to receive recall notifications via email.

As an Apothecary By Design specialty pharmacy client, you have the responsibility to:

  1. Give accurate clinical and contact information. Notify us of any changes in your condition such as hospitalization, discontinuation of medicine or treatment, etc.
  2. Follow the plan of services, which includes following pharmacist directions to stay compliant to therapy, and also to accept responsibility for the neglect or refusal of any services.
  3. Notify us of any schedule or address changes that may need to be made prior to a scheduled delivery.
  4. Notify us of any problems, concerns, or dissatisfaction with services rendered.
  5. Participate in mutually agreed responsibilities, and to submit any forms necessary to participate in the program, to the extent required by law.
  6. Follow included instructions regarding storage of your medications.

Important Information: Refills and Shipments

Excellence in customer service is our top priority at Apothecary By Design. As a part of our effort to deliver quality service to our patients, we strive to ensure all patients receive their medication in a timely manner to achieve positive outcomes with their treatment plan. We want to work with you to ensure your medication is received on time, every time, and would like to ask you to please review the following information regarding medication refills and shipments.

The following information pertains to patients on a monthly refill specialty medication regimen, and excludes patients on fertility medication therapy who are not on a monthly regimen.

We reach out to our patients monthly to schedule their next refill shipment, but if your supply of medication is seven days or less, and you have not spoken with one of our patient care coordinators, please notify us immediately at:

Portland Location: 877.814.8447
Monday through Friday, 8 a.m. to 6 p.m. Eastern Time
Saturday , 9 a.m. to 5 p.m. Eastern Time

Chicago Location: 877.343.2597
Monday through Friday, 8:30 a.m. to 6 p.m. Central Time
Saturday, 8:30 a.m. to 2 p.m. Central Time

The following information pertains to all Apothecary By Design patients.

  1. We do not automatically ship specialty medications. Our service model involves having a conversation with our patients to coordinate each shipment. Rather than make assumptions about our patients’ needs, we prefer to talk with you to ensure we have all dispensing and shipment details correct, and that you have no questions about your medication therapy. For new prescriptions, we will call you as soon as we receive the prescription from your prescriber to gather demographic and insurance information. Insurance prior approvals sometimes take time to complete, but we will work to ship all medications in time for patient need dates.
  1. Apothecary By Design prefers to ship medications to arrive Monday through Friday. Saturday deliveries are available for emergency situations, but we have found this service not as reliable, and Saturday delivery is not available in all areas.
  1. Apothecary By Design is not able to schedule shipments to arrive on Sundays.
  1. Apothecary By Design requests that you notify us if you do not receive your shipment on the date it was expected to be delivered. Deliveries via commercial courier can only be tracked within 24 hours of the time shipped from our pharmacy. If we are not notified within 24 hours of the time the medication was shipped, we will not be able to track the whereabouts of your medication. It is very important for patients to notify us immediately if the medication was not delivered at the time it was expected or if the package is not intact upon receipt.
  1. Apothecary By Design will not be liable for any medications not delivered if the pharmacy was not notified within 24 hours of shipment. Patients must notify us if the medication is not delivered on the date it was expected or if the package is not intact upon receipt.
  1. If you are receiving a controlled substance in a state that requires reporting to its prescription monitoring program, the controlled substance will be reported as required.

Revision Date: May 6, 2017