Patient Bill of Rights
Patients have the right to:
- Be treated as a unique individual, with dignity, courtesy, and respect.
- Receive quality medications and services that meet or exceed professional and industry standards regardless of race, religion, political belief, sex, social or economic status, age, or disease process.
- Be fully informed in advance of the scope of services and limitations of services provided by Park Pharmacy. Medication adherence with prescribed medications will result in best treatment outcomes. Our staff will ensure education and understanding of how to take your medication, providing support throughout treatment. As part of our therapy management program, refills will not be dispensed prior to ensuring medication is still being taken, well tolerated and to be continued by prescribing physician.
- Receive information in a manner, format, and/or language that is easily understood.
- To speak to a health professional
- Choose a different health care provider.
- Obtain, upon request, evidence-based practice information for clinical decisions (manufacturer package inserts, published practice guidelines, peer-reviewed journals, etc.) including the level of evidence or consensus for the intervention.
- Receive verbal explanations for medication substitutions from a pharmacy staff member.
- Receive in advance verbal and/or written explanations for Medicare or other insurance provider payments, and for the portion of charges that will be the patient’s responsibility to pay.
- To receive information about the scope of services that the pharmacy will provide and specific limitations
on those services
- Receive verbal and/or written explanations if pharmacy is out of network and pro-actively transfer prescription to preferred plan mandated pharmacy to obtain most cost affordable solution to patient.
- Receive full explanation of all forms presented for signature agreement prior to services being provided.
- Be offered assistance of any eligible program for patient management services, including manufacturer co-pay, patient assistance programs, or foundation support.
- Receive instruction and education from qualified personnel on how to appropriately take and safely handle medications.
- Coordination and continuity of services through Park Pharmacy.
- Be fully informed in advance about care/services to be provided including the disciplines that furnish care as well as be advised of any change in the plan of care.
- Participate in the development and periodic revision of the plan of care
- Be able to identify company representatives through name (name badge) and job title, and to speak a staff members supervisor, a pharmacist or other healthcare professional, if requested.
- To receive information about the patient management program and to know the philosophy and characteristics of the program.
- Be ensured of the confidentiality and privacy for all information contained within medical records and Protected Health Information (except as otherwise provided for by law or third-party payer contracts).
- Have personal health information shared with the patient management program only, in accordance with state and federal law.
- Express concern, complaint, or dissatisfaction of services provided (or failed to be provided) and have them properly investigated.
- Express concern, complaint, or dissatisfaction for lack of respect of property, treatment, or service and have them properly investigated.
- Suggest changes in policy, staff, or services without discrimination, restraint, reprisal, coercion, or unreasonable interruption of services. Patients or caregivers may call (877) 986-2046 to speak with a pharmacy.
- Be informed of any financial relationships held by the pharmacy.
- Be advised of pharmacy lobby hours Monday through Friday, 7:30 a.m. to 5:00 p.m. (CST).
- Be provided the phone number (877) 986-2046 for normal business hours Monday through Friday 7:00 a.m. to 5:00 p.m. and Saturday 8:00 am to 12:00 noon (CST) hours and after-hours care.
- Decline participation, revoke consent, or withdraw from any Park Pharmacy services at any time.
- To be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misuse of patient property
- To be fully informed of responsibilities of the patient
Patients have the Responsibility to:
- Adhere to the plan of treatment or service established by your physician.
- Complete and submit forms for program participation to the extent required by law.
- Provide, to the best of knowledge, accurate and complete medical and personal information necessary to plan and provide care/services.
- Notify their treating provider of participation in the patient management program if applicable.
- Ask questions about your care, treatment and/or services.
- Ask questions to clarify information or instructions not clearly understood.
- Use medications according to instructions provided, for the purpose prescribed, and only by the individual to whom it was prescribed.
- Communicate any inability to follow provided instructions.
- Remain available to receive medication deliveries. Coordinate with Park Pharmacy alternative plans in times of unavailability.
- Treat pharmacy personnel with respect and dignity without discrimination as to color, religion, sex, nationality, or ethnic origin.
- Promptly settle unpaid balances, except where contrary to federal or state law.
- Notify pharmacy of change in prescription or insurance coverage.
- Notify pharmacy immediately of address or telephone changes, temporary or permanent.
- To notify the pharmacy of any concerns about the care or services provided
Customer Information: After hours Contact Information
- For after-hour emergencies, such as running out of medication or questions on missed doses or potential side effects, please call Park Pharmacy’s normal business number (877) 986-2046. A pharmacist will be available 24 hours a day, 7 days a week.
- For after-hour refill requests, or to leave a message for our pharmacy staff, please follow the designated prompts at the normal business number (877) 986-2046.
Customer Information: Complaint Procedure
- You have the right and responsibility to express concerns, complaints or dissatisfaction for services received, or fail to receive, without fear of reprisal, discrimination, or unreasonable interruption of services. Please call the corporate office at (877) 514-3035 to speak to the Corporate Compliance Officer. The Corporate Compliance Officer or appointed representative is always available, including outside normal business hours, weekends and holidays.
- Park Pharmacy has a formal grievance procedure of ensure complaint/grievance are reviewed and an investigation initiated within 5 business days of receipt. Every attempt will be made to resolve grievances within 14 business days. Resolution information for the complaint/grievance will be provided verbally or in writing. Extension of time required to obtain resolution will also be communicated verbally and/or in writing.
- To discuss concerns or complaints with a party other than Park Pharmacy staff, please contact the state Department of Health Complaints division at (800) 852-2187 Monday through Friday, 8:00 a.m. to 4:30 p.m. (CST).
- To submit complaint to ACHC, contact the ACHC complaints department toll-free at (855) 937-2242 or 919-785-1214. ACHC requests the completion of a Complaint Intake Form to provide details of the complaint. Complaints may be communicated via mail, telephone, e-mail, facsimile, in person, or through ACHC website at www.achc.org.
Frequently Asked Questions
How do I get started with new prescription from Park Pharmacy?
- Your physician will send your prescription to the pharmacy electronically or by fax.
- You may bring your written paper prescription to our pharmacy.
- Certain controlled substances or narcotic medications cannot be sent electronically or by fax. Your physician may send the prescription by courier or you may bring the written paper prescription to the pharmacy.
What medications can be filled at Park Pharmacy?
- Specialty oncology and hematology medications, including many limited distribution medications that are only available at select pharmacies nationwide.
- Pain medications classified as “controlled” must be picked up at the pharmacy. A valid ID must be presented when picking up a “controlled” medication. Anyone picking up a “controlled” medication on your behalf must also present a valid ID.
What can I expect after Park receives my new prescription?
- A Park pharmacy staff member will contact you within 24 hours of receiving your prescription.
- Prior authorizations may be required by PBM/payors to determine the medication appropriateness. Prior authorizations will be submitted by Park pharmacy staff. Determination will take 1-5 business days.
- Financial assistance may be available if your prescription co-pay is more than you can afford. Pharmacy staff will identify available resources, assist in completing and submitting your application, and provide an expected time line of response.
- Medication delivery is a complimentary free service.
- Medications will be shipped to your home or designated address. Overnight priority and signature is required for some medications.
- Prescriptions are shipped Monday through Friday. Patient service representative will discuss delivery options and schedule delivery convenient for you.
- Medication deliveries will be made up to 7 p.m.
- A signature may be required for delivery. A Park staff member will contact you to schedule delivery and ensure your availability to receive and sign.
- A Park Pharmacy staff member will contact you if notified of delays in delivery.
- Your prescription will be shipped along with a Park Pharmacy Welcome Letter (and instructions on how to obtain and either a manufacturer starter kit (if available) and/or Park patient education material.
How do I refill my prescription?
- If you are taking an oncology or hematology-specific medication, a Park staff member will call a week before your next scheduled refill date.
- An automated refill option is available toll free 24 hours a day/7 days a week at (877) 986-2046 . If ordering an automated refill, please also leave a message with any specific delivery instructions or request Park Pharmacy staff contact you before medication is shipped.
- Remember to provide insurance changes, address changes, phone number changes, or special processing needs.
How much will my prescription cost?
- Out of pocket cost will be determined and provided. Monthly amounts may vary depending on your insurance plan.
- Your insurance provider may be able to provide the most current information by calling the Member Service phone number located on your prescription insurance card.
- We have a team of experts who can help in finding assistance for out-of-pocket cost.
- If our pharmacy is unable fulfill your prescription for any reason, you will be verbally notified and your prescription will be transfered to the appropriate pharmacy.
How can I pay for my prescription order?
- Park Pharmacy accepts all major credit cards, check, cash, or money orders. If mailing payment, please do not mail cash.
- Call (877) 986-2046 option 4 to pay by credit card.
- FSA or HSA cards must be provided before medication is shipped.
How can I safely dispose of my medications?
- By Tennessee State Board of Pharmacy law, medications that have left the pharmacy premises cannot be returned or credited for any unused medication.
- To view a list drug disposal guidelines and locations, visit http://www.fda.gov/ForConsumers/ConsumerUpdates/ucm101653.htm
- For a list of locations by county that will properly dispose of prescription medications, visit https://www.deadiversion.usdoj.gov/pubdispsearch/spring/main?execution=e1s1
How will I be notified of a drug recall?
- In the event a notice is given from the manufacturer for a patient affected drug recall, a pharmacy staff member will contact you via phone call. A repeat phone call will be made again in 24 and 72 hours if any patient cannot be reached.
- A pharmacy staff member will arrange for return of affected medication if applicable.
What are the hours of operation for Park Pharmacy?
- Park Pharmacy is open Monday – Friday 7:30 a.m. – 5:00 p.m. CST.
- We are closed Saturdays, Sundays, and all major holidays.
- A Pharmacist-on-Call is available for emergency assistance 24 hours a day/7 days a week at (877) 986-2046.
- Refill requests or messages for non-urgent matters may be made 24 hours a day/7days a week at (877) 986-2046.
How do I contact Park Pharmacy?
- Please call us toll free at (877) 986-2046 if you have any questions.
- Or, visit us on the web at http://www.tnoncology.com/park-pharmacy
- For Emergency/Disaster Plan Communication please call toll free number listed above or visit http://tnoncology.com/category/news/ for updated information or alternative pharmacy location. Park will help coordinate access to your medication in the event of an emergency/disaster.
- To give email address for communication regarding your prescriptions please visit the Tennessee Oncology Patient Portal at https://patient.noonaclinic.us/patient/#/login or call the pharmacy at (877) 986-2046
- If you suspect a non-life threatening adverse event, please contact us at the number above and/or your health care provider. You may also report an adverse event to http://www.fda.gov/Safety/MedWatch/default.htm. For life threatening emergencies, dial 911 or go to your nearest emergency room.
- To assist with your health care needs, a list of community resources for various topics may be found at https://tnoncology.com/information/support-organizations/