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Frequently Asked Patient Questions

We are here to help.

For patients, their families and their healthcare providers – Anovo’s experienced team offers therapy education and pharmacy services along with reimbursement support and delivery services to enable quick and convenient access to therapy.

And we also answer your questions and help coordinate efforts if you have an issue.

If you do not find the answer to your question in the FAQ section, simply give us a call.  Someone on your therapy-dedicated team will be happy to help.

General Information

HOURS

Our Pharmacy Team is always available by phone 24 hours a day, 365 days a year. You may talk with our Billing Team by phone Monday through Friday 8 a.m. to 5 p.m. CST. We are closed New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.  

PHONE NUMBER

Our general phone number is 1-844-288-5007. All calls in the United States are free.  

EMERGENCIES

If your health or life is in danger, call 911 or go to the nearest emergency room. If you are thinking about harming or killing yourself, call the National Suicide Prevention Life Line at 1-800-273-8255. If you are the victim of abuse, neglect or financial harm, you may call the Domestic Violence Hotline free of charge at 1-800-799-SAFE (7233) or 1-800-787-3224 (TTY), for help. If you are a teenager experiencing violence in a dating relationship, please call the National Teen Dating Abuse Helpline free of charge at 1-844-288-5007 for help.  

CUSTOMER SURVEY

We hope you are satisfied with our pharmacy. We may send you a Customer Survey. We ask that you complete and return the survey to us.  

COMPLAINTS

We would like to know if you have any complaint. Simply call 1-844-288-5007 Monday through Friday 8 a.m. to 5 p.m. CST and ask to speak with the Consumer Complaint Officer or send us an email at: contact@AnovoRx.com<

Ordering Information

GETTING YOUR MEDICATION

Your doctor will send us an order for your medication.   Then we will call you to set a delivery date.   We can deliver to your home. You may ask us to deliver to a different place.  

IF YOUR MEDICATION IS NOT AVAILABLE

If your medication is not available at our pharmacy, we will call you and your doctor. We will help you with what to do to get medication.  

FORMS REQUIRED BY YOUR INSURANCE

We cannot bill your insurance unless you sign the Assignment of Benefit part of our Patient Profile Form. The Patient Profile Form is part of your welcome packet. If you do not return this required form, you will be 100% responsible for paying for your medications. Your insurance may also require other forms. If you do not return required forms, we may require payment in full, before dispensing your medication. We may require this payment by credit card.  

PAYING FOR YOUR MEDICATION

We will bill your insurance for your medication if we have your insurance information and you signed the Assignment of Benefits Form. But there are times when insurance will not pay for all or part of your medication. We will do our best to tell you the amount you must self-pay.  

Changes in Insurance

All insurance plans are different. You must tell us of all changes in your insurance. You could be 100% responsible for paying for your medications if we do not know your insurance changed. If your insurance changes, please tell our billing team or your pharmacist. If required, we will help you with transfers of prescriptions to another pharmacy or pharmacy benefit program.   Co-pays We must bill the copay set by your insurance. By law, we must collect this co-payment from you. You must pay the co-payment amount. We will do our best to tell you if you have a co-payment or other self-pay amount. But, the information we receive from your insurance may not be correct, or may change if you lose or change your coverage before we ship your medication.   Deductible If you have not met your deductible, you will have a self-pay amount.   Out-of-network If our pharmacy is out-of-network for your insurance, we will tell you in writing the amount that we believe you will owe us. Most insurance will not pay the full amount for the medication if our pharmacy is out of network. If you use an out-of-network pharmacy, you must pay the part your insurance does not pay.   Plan Design/Formularies Some insurance only pays for medications that are on their formularies. If your medication is not on formulary or you have a higher co-payment due to a plan design, you must pay the part your insurance does not pay. Your Financial Responsibility. If you have any questions about your financial responsibility, please call us at 1-844-288-5007- Press Option #2.  There is no charge for making the phone call. We look forward to helping you.

Delivery Information

DID YOU RECEIVE YOUR MEDICATION?

You must tell us that you received your medication. Most insurance will not pay for your medication unless you sign a signature log receipt form. This form is the “Signature Log Ticket” that is inside of your medication package. 

You have 3 choices for meeting your obligation to provide the proof of delivery: 

1) Sign the courier’s proof of delivery form when you receive the package;

2) Sign the Signature Log Ticket that is inside of your medication package, and mail it to us in the envelope that we provide; or

3) Ask our pharmacist how you can use your computer to say you received your medication.

WHERE IS MY MEDICATION

We monitor delivery reports to see if your medication is delivered. If your medication is not delivered, we will call to schedule a new delivery. To check on your order call our pharmacist at 1-844-288-5007 and select Option 1 for the pharmacy.

PLAN FOR BAD WEATHER AND DISASTERS

Bad weather or disasters may cause a delay in delivery. We will try to call you to plan for your medication needs. Bad weather or disaster may cause you to leave home. Please call us to change your delivery location. In a disaster, we will work to ensure the health and safety of patients. It is important for you to plan to receive your medication in the event of bad weather or a disaster. Please have your own personal disaster plan. A disaster plan should include steps to help you during a fire, flood, tornado, power failure, or even a bad fall. You should ask a neighbor or family member to check on you during bad weather or disaster. Have emergency telephone numbers. A community resource includes Red Cross planning guides. Red Cross disaster planning guides are found at www.redcross.org/prepare/location/home. If you cannot see these guides and would like them, please ask your pharmacist for them.

Refill Information

HOW DO I ORDER REFILLS

We will not automatically send you a refill. A week before your next refill, we will call and schedule your medication delivery. We will ask if you are still taking the medication. We will ask how much medication you have on hand. You may also call us to order your refill.

POLICY ON RETURNING UNUSED DRUGS

If your medication is damaged when you get it, please call us. Your medication may be returned to us if allowed by law and our policy.

Medication Information

LEARNING ABOUT YOUR MEDICATION

Your Anovo pharmacist can tell you how to take your medication. We can tell you how to store and use your medication safely. When we call to schedule delivery of your medication, we will want you to talk with our pharmacist. We hope you will talk with our pharmacist about your patient management program, your health and the medication. We will also send you information about your medication. This information is from the drug manufacturer. It has FDA evidence-based health information. It will tell you about the medication. It tells you about the drug, diagnosis, expected side effects, common conditions, treatment information, and diagnostic and care plan interventions. If you have any questions about your medication, please talk to our pharmacist. A community resource for additional information about your medication includes: WebMD.   Directions on how to take your medication The label on your medication will tell you how often to take the medication. The label will tell you how much to take. The label will tell you how to take the medicine (by mouth, by injection, etc.). Follow all directions on the label. If you have any questions please ask to talk to our pharmacist.   Generics and Drug Substitutions Taking generic drugs may save you money. Generics often cost less than brand-name drugs. We will dispense the generic unless your doctor ordered the brand name or you tell us not to. If your doctor changes your prescription, our pharmacy team will tell you about the change. You will be informed if the pharmacy has received directions from your doctor to dispense a drug different from the one that was initially ordered. Our pharmacist will contact you to provide you information about drug substitution procedures and answer any of your questions about your medication.  

ADVERSE REACTIONS/ALLERGIES/DRUG INTERACTIONS

We will ask you about all medications you take. We will ask about your allergies. We will ask about the vitamins and over-the-counter products you take. We do this to help determine if your medication may interact with other medications, or if you may be allergic to the medication. Some medications have known side effects. The drug information we give you tells you about side effects. You may also ask your pharmacist about side effects. If you have a side effect while taking the mediation, please call our pharmacist and/or your doctor. A community resource for additional information includes the Rocky Mountain Poison and Drug Center.  

MEDICATION ERRORS

Before taking your medication, make sure your name is on the label. Make sure the name of the drug is right. Make sure the medication is the right color and shape. If something is wrong, call our pharmacist.  

DRUG RECALL

We will call you if you are affected by a drug recall. We will also call your doctor if your plan of care changes. We will also call you to discuss changes in your plan of care.  

HOW TO DISPOSE OF MEDICATION

  • Do not give your medicine to friends. A medicine that works for you could harm someone else.
  • Find a drug take-back program in your city. Bring your unused drugs to the take-back program for disposal.
  • Follow the disposal directions in the patient information that comes with the medicine.
  • If no disposal directions are given with the medication and no take-back program is available in your area, throw the drugs in the household trash following these steps:
    • Take the medication out of the medicine bottle. Mix it with used coffee grounds or kitty litter.
    • Place the mixture in a plastic zip lock bag or a jar with a lid. This stops the drug from leaking out of the trash.
    • Remove your name and address from the medicine bottle before throwing it away. This will help protect your identity and the privacy.

Throw the medicine bottle and the plastic bag or jar into the trash.

Patient Rights and Responsibilities

As a patient of Anovo, you have the right to:

  1. Be treated with respect by our staff, and to be addressed by your proper name without undue familiarity;
  2. Receive pharmacy services that meet the expected standards of our pharmacy, regardless of your race, religion, national origin, any disability or handicap, gender, sexual orientation, gender identity or expression, age, military service, or the source of payment for your care;
  3. Choose your pharmacy provider, subject to the availability of your medication from that provider and your prescription benefit plan restrictions;
  4. Not be exposed to the smoking of others while at our pharmacy; (Our pharmacy is a smoke-free environment.)
  5. Know about the philosophy and characteristics of our patient management care program;
  6. Receive a copy of your pharmacy records upon request;
  7. Privacy within the capacity of our pharmacy; (If you are receiving medication counseling services in a setting where there are others present, you can expect a sincere and reasonable attempt to keep all conversations confidential within the capacity of our pharmacy.)
  8. Receive our Notice of Privacy Practices, and have your personally identifiable health care information shared only in accordance with applicable state and federal laws;
  9. Know the name and job title of our staff members; (Our pharmacists and technicians will wear name tags with their names and titles. You have the right to talk with a supervisor, if you request.)
  10. Talk with a pharmacist; (If you are a patient with limited English proficiency, you have the right to have access, free of charge, to meaningful communication with our pharmacy, via an interpreter or person selected by you to communicate with us. If you are a deaf or hard of hearing patient, we may either provide an interpreter or communicate with you via computer screen or handwritten text. Our staff is trained to show respect for your cultural background and religious beliefs.)
  11. Receive information about your care plan; (We will provide you with the opportunity to talk with a pharmacist about your prescription and care plan. We will also provide you with the Patient Drug Education Monograph for your drug.) 
  12. Receive information about the Anovo patient management program;
  13. Be informed of changes in your care plan;
  14. Be informed of administrative information regarding changes in, or termination of, the patient management program;
  15. Decline participation in, revoke consent, or un-enroll from your care plan at any time; and,
  16. Have your concerns or problems addressed, and file a complaint with our pharmacy.

  You have the right to complain and to also have an avenue for an additional complaint review process. You have the right to receive assistance with addressing your concerns or problems, or with making complaints about the quality of care or service you receive, and to initiate a formal grievance with our pharmacy. If you have concerns, problems, or complaints about the quality of care or service that you are receiving, you are encouraged to first talk to your pharmacist. If the issue is not resolved to your satisfaction, you may choose to talk with our management at 901-201-5474 (ask the operator to connect you with the Customer Resolution Department) or file a complaint or grievance with our management at:

PHARMACY MANAGEMENT

Email: contact@AnovoRx.com Telephone: 901-201-5470 1710 N Shelby Oaks Drive, Suite 2 Memphis TN 38134 If you believe we have not properly addressed your concern, you may bring your concern to or seek an additional complaint review process from one of the agencies listed below:

Tennessee Board of Pharmacy

227 French Landing, Suite 300 Nashville TN 37243 Telephone: 615.741.2718 800-994-6610 Fax number: 630-792-5636

The Joint Commission

Office of Quality Monitoring One Renaissance Boulevard Oakbrook Terrace, IL 60181 Online: www.jointcommission.org

Your Responsibilites

As a patient of Anovo, it is your responsibility to:

  1. Treat our pharmacy staff kindly and with respect;
  2. Be considerate of our property;
  3. Provide accurate and complete information about your identity, insurance, address, phone number, medical history, allergies, and medications, dietary supplements (herbal and other nutritional supplements) and to notify the patient management program of changes in this information;
  4. Let the pharmacy know immediately if you do not understand your care plan or have questions about your medication, or the medication instructions you are given;
  5. Report medication side effects, health problems, or changes in the patient’s condition;
  6. Report any changes in health insurance;
  7. Take the medication as directed;
  8. Meet your financial obligation for your medication;
  9. Return signed delivery tickets, and Authorization of Benefits Form and other forms, as requested by Anovo to participate in the program as required by law or insurance companies;
  10. Keep our pharmacy a smoke-free environment;
  11. Notify your doctor if you stop taking your medication or dis-enroll from your care plan; and
  12. Notify your doctor of the status of your participation in the patient management program.

Filing A Grievance

(Section 1557 Grievance Procedure)

1. Section 1557 grievances/complaints must be in writing and contain the full name, address, and telephone number of the person filing it. The complaint must state the problem or action alleged to be discriminatory and the remedy or relief sought. a) Send your written complaint to: AnovoRx Section 1557 Coordinator 1710 N. Shelby Oaks Drive, Suite 2 Memphis TN 38134 b) Section 1557 grievances/complaints must be submitted to the Section 1557 Coordinator within (60 days) of the date the person filing the grievance becomes aware of the alleged discriminatory action. 2. The Section 1557 Coordinator (or her/his designee) shall conduct an investigation of the complaint. This investigation may be informal, but it will be thorough, affording all interested persons an opportunity to submit evidence relevant to the complaint. 3.  The Section 1557 Coordinator will maintain the files and records relating to such grievances for a period of at least ten (10) years. To the extent possible, and in accordance with applicable law, the Section 1557 Coordinator will take appropriate steps to preserve the confidentiality of files and records relating to Section 1557 grievances and will share them only with those who have a need to know. 4. The Section 1557 Coordinator will issue a written decision on the grievance, based on a preponderance of the evidence, no later than 30 days after receipt of the Section 1557 complaint, including a notice to the complainant of their right to pursue further administrative or legal remedies. 5. The person filing the grievance may appeal the decision of the Section 1557 Coordinator by writing to the AnovoRx Compliance Officer within 15 days of receiving the Section 1557 Coordinator’s decision. The AnovoRx Compliance Officer will issue a written decision in response to the appeal no later than 30 days after receipt of the Section 1557 appeal. a) Send your written appeal to: AnovoRx Compliance Officer 1710 N. Shelby Oaks Drive, Suite 2 Memphis TN 38134 6. The availability and use of this grievance procedure does not prevent a person from pursuing other legal or administrative remedies, including filing a complaint of discrimination on the basis of race, color, national origin, sex, age or disability in court or with the U.S. Department of Health and Human Services, Office for Civil Rights. Such complaints must be filed within 180 days of the date of the alleged discrimination. OCCR Complaint forms are available at http://www.hhs.gov/ocr/office/file/index.html. a. A person can file a complaint of discrimination electronically through the Office for Civil Rights Complaint Portal, at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf or by mail or phone at: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C. 20201

What we can do for our patients.

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