Welcome to MD Anderson Specialty Pharmacy 1 Table of Contents Basic Information ............................................................................................................................... 3 • Contact Information ..................................................................................................................................................3 • Hours of Operation ....................................................................................................................................................3 • Filling a Prescription ..................................................................................................................................................3 • Refilling a Prescription ....................................................................................................................... 3 Services Offered ........................................................................................................................... 4 - 6 • Insurance, Billing, and Financial Assistance ........................................................................................................... 4 • Payment Plans ...........................................................................................................................................................4 • Pharmacist Assistance ..............................................................................................................................................5 • Prescription Delivery .................................................................................................................................................5 • Refill Reminders .........................................................................................................................................................6 • Medicines Not Available at MD Anderson Specialty Pharmacy ...............................................................................6 • Interpreter Services ...................................................................................................................................................6 Frequently Asked Questions ......................................................................................................... 7 - 8 Patient Information ............................................................................................................................ 9 • Community Resources and Support ..........................................................................................................................9 • Drug Recalls...............................................................................................................................................................9 • Severe Weather and Disaster Information ...............................................................................................................9 Patient Safety ...................................................................................................................................10 • Adverse Medicine Reactions .................................................................................................................................. 10 • Sharps and Sharps Disposal ................................................................................................................................... 10 • Needle-Stick Safety ................................................................................................................................................ 10 Patient Concerns and Complaints .....................................................................................................11 Rights and Responsibilities ...............................................................................................................12 • Your MD Anderson Rights and Responsibilities ...................................................................................................... 12 • Your Specialty Pharmacy Rights and Responsibilities ..................................................................................... 12 - 13 2 Basic Information Contact Information Call or send a MyChart message to request your doctor get a new prescription for your specialty The Specialty Pharmacy is located in medicine. To protect your privacy, do not send the Mays Clinic Pharmacy. refill requests or other medical information Location: Mays Clinic, Floor 2, near through email. The Tree Sculpture, Room ACB2.1930 Phone: 833-703-6209 Refilling a Prescription Email: [email protected] You may order refills by: To ensure your privacy, do not send medical 1. Stopping by the Mays Clinic pharmacy information through email. 2. Calling our specialty team at 833-703-6209 3. Making a medicine refill request using MyChart Hours of Operation If you have lost your medicine or supplies or Hours: Monday through Friday, 8 a.m.-6 p.m. if you need your prescription(s) in advance of A licensed pharmacist is available 24 hours a day, travel, call MD Anderson Specialty Pharmacy 7 days a week, to discuss urgent matters. at 833-703-6209. Our staff will work with you and your insurance company to ensure that your medicines are covered and that there is no lapse Filling a Prescription in therapy. Your provider electronically sends the prescription to MD Anderson Specialty Pharmacy. Our team automatically enrolls you in our personalized specialty pharmacy service. Benefits of this service include: • Education on how and when to take your medicine • How to manage potential side effects • Ongoing clinical evaluation and support This service is at no additional cost. Enrollment is optional. You may call us at any time to be removed from this service. Filling your prescription with MD Anderson Specialty Pharmacy is also optional. Let us know if you would like to use another specialty pharmacy, and we will help you with the transfer of your prescription. 3 Services Offered Insurance, billing and financial Payment Plans assistance Any balances must be paid before your next refill. You can pay with credit/debit cards, cash, Our team works with your insurance company to personal checks, money orders and most flexible help get your specialty prescription covered. You spending accounts. Call us if you need to set up a may have to pay a copay each time a medicine payment plan for any outstanding balances. is filled. We will tell you the exact amount you need to pay. If you cannot afford your copay, If you get a check from your insurance company, our specialty team works with you and the send it to MD Anderson Specialty Pharmacy with manufacturer and/or various foundations to help a copy of the Explanation of Benefits (also known reduce your out of pocket expense. as the EOB) statement you received. Call us if you have any questions about the check. Some medicines need documentation for costs to be covered. This process is called a prior authorization. Our team has the expertise to process this paperwork, which may take a few business days to complete. Our team keeps you and your doctor informed throughout the process, especially if there are expected delays. If insurance denies coverage for your medicine, our team can help your doctor file an appeal. If your insurance plan considers MD Anderson Specialty Pharmacy an “out of network” pharmacy, we inform you of the cost to fill your medicine with us in writing. Our staff transfers your prescription to an “in network” pharmacy if there is a cost savings to you. 4 Services Offered Pharmacist assistance Prescription delivery Our specialty pharmacists are here to answer You can pick up your medicines from the your questions about your therapy and care plan. Mays Clinic location. Or a free overnight delivery, They have direct access to your doctors, nurses, via FedEx to your home, can be scheduled. and other providers, and will reach out to them FedEx delivers Monday through Saturday if needed. (Tuesday through Saturday if the medicine needs refrigeration). Signature upon receipt is Pharmacists will: requested. However, if you cannot accept the • Teach you how to take your medicine correctly package, it can be left at your home or another and consistently and share why it’s important approved location. We are not able to ship to a • Ensure you know how to use injectable P.O. Box. medicines For medicines being delivered, our team needs to • Help you understand and manage side effects receive a new prescription or a refill request by and drug interactions 2 p.m. This is to ensure we have time to properly prepare and package your medicine before the • Discuss any problems you may have, such as FedEx pick up time. administration difficulties or cost concerns Any supplies that you may need such as needles, • Work with your health care team to ensure your syringes, alcohol swabs and/or sharps containers therapy is safe, effective and appropriate are included at no additional cost. A licensed pharmacist is available 24 hours a day, If your medicine requires refrigeration, we will 7 days a week for any urgent medicine needs. include a temperature monitor to ensure the After normal business hours, call 833-703-6209 appropriate temperature is maintained throughout and leave a message for the on-call pharmacist. shipping. He or she returns your call within 30 minutes. In case of an emergency, call 911. 5 Services Offered Refill reminders Interpreter Services Our specialty team will call you: If you are deaf, hearing impaired or if English is not your