Welcome to Nationwide Children’s Hospital Specialty Pharmacy

Specialty Pharmacy Services

Personalized Patient Care

Our pediatric specialty pharmacy team works closely with you to explain your treatment plan and answer your questions. We’ll also reach out before your next refill is due to help make sure there are no gaps in your medication.

Care Team Collaboration

We work directly with your doctor and care team. This helps ensure you receive the best care possible and allows us to quickly solve any issues with your medication.

Insurance and Financial Benefits

Our team will explain your prescription and medical insurance benefits to you. We can also help connect you with copay assistance programs, foundations or financial aid programs.

Patient Management Program

We support your care through a Patient Management Program based on your condition. As part of this program:

A pharmacist will check in with you regularly
You can ask questions and share concerns
We help manage side effects and stay on track with your treatment

This program supports your overall health and medication success. It is free and optional, and you can stop at any time by contacting us.

Free Medication Delivery

We provide fast, free medication delivery to your home, workplace or another preferred location. Here’s what you can expect:

We’ll contact you before your refill to schedule delivery.
We’ll schedule delivery for a time when an adult family member is available to accept the shipment. Someone age 16 or older must be present if a signature is required to accept delivery.
Medications are shipped in temperature-controlled packaging to keep them safe.

When your medication arrives, remove it from the package right away and store it as instructed. Please make sure you have all medications and supplies before you discard the packaging.

Delivery is available to patients who live in Ohio and West Virginia.

Prescription Transfers

If you need to switch pharmacies, contact us.

We can transfer your prescription to another pharmacy if needed.
If we’re unable to fill your medication, we’ll arrange a transfer and keep you informed.

When to Contact the Specialty Pharmacy Team

Please reach out if you:

Have any questions or concerns about your medication
Need to order a refill of your medication
Think you’re having a reaction, allergy or side effect to your medication
Have changes to your medication use
Have new insurance or payment information
Need to update your address or contact details
Want to check the status of your order or change your delivery
Have concerns about an order delay
Have questions about our specialty pharmacy services

Payment/Insurance

Understanding Your Costs

Payments

Before your care begins, our specialty pharmacy team will clearly explain what you may need to pay.

Your costs may include:

Deductibles
Copayments (copays)
Coinsurance
Annual out-of-pocket costs

These are the amounts not covered by your insurance or other programs.

If your plan is out of network or there is a change with your insurance, we will provide you with the cost of the medication.

Insurance Claims Support

We submit your prescription claim to your insurance company when your medication is ready to be filled.

If there is a problem (such as a denied claim), we will contact you, work with you and your insurance provider, and help resolve the issue as quickly as possible.

Copayments and Payments

You may need to pay part of your medication cost. This is called a copayment or copay. Copays are due when your medication is shipped or when you pick it up. You can pay using Visa®, MasterCard®, American Express® or Discover®. If it’s easier for you, our patient accounts team can send a bill and help you coordinate payment.

Financial Assistance

We have access to financial assistance programs that can help you. We can connect you with manufacturer copay assistance programs, foundation support programs and other discount programs for eligible patients. Our team will help you find ways to lower your costs if we can.

Patient Bill of Rights

Patients’ Rights and Responsibilities

At Nationwide Children’s Hospital Specialty Pharmacy, we respect your rights as a patient. If you have questions, concerns or feel your rights have not been respected, please speak with the pharmacist on duty.

You and your family also play an important role in your care. By working together, we can provide safe, high-quality pharmacy services.

As our patient, you have the right:

To be fully informed in advance about care/service to be provided, including the disciplines that furnish care and the frequency of visits, as well as any modifications to the plan of care
To be informed, in advance of care/service being provided and their financial responsibility
To receive information about the scope of services that the organization will provide and specific limitations on those services
To participate in the development and periodic revision of the plan of care
To refuse care or treatment after the consequences of refusing care or treatment are fully presented
To be informed of the patient rights under state law to formulate an Advanced Directive, if applicable
To have one’s property and person treated with respect, consideration, and recognition of patient dignity and individuality
To be able to identify visiting personnel members through proper identification
To be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of patient property
To receive information about health plan transfers to a different facility or Pharmacy Benefit Management organization that includes how a prescription is transferred from one pharmacy service to another
To receive information about an order delay, and assistance in obtaining the medication elsewhere, if necessary
To voice grievances/complaints regarding treatment or care or lack of respect of property, or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal
To have grievances/complaints regarding treatment or care that is (or fails to be) furnished, or lack of respect of property investigated
To have confidentiality and privacy of all information contained in the patient record and of Protected Health Information
To be advised on the agency’s policies and procedures regarding the disclosure of clinical records
To choose a healthcare provider, including an attending physician, if applicable
To receive appropriate care without discrimination in accordance with physician’s orders, if applicable
To be informed of any financial benefits when referred to an organization
To have personal health information shared with the Patient Management Program only, in accordance with state and federal law
To receive pharmacy health and safety information to include consumers' rights and responsibilities
To identify the program’s team members, including their job title, and to speak with a team member’s supervisor if requested
To speak to a health care professional
To receive information about the Patient Management Program
To decline participation, revoke consent or disenroll from the Patient Management Program at any point in time
To be fully informed of one’s responsibilities

Patients have the responsibility:

To be home at the time of medication delivery and to promptly store medication as directed upon arrival
To provide accurate and complete information regarding your past and present medical history, your contact information and any changes
To agree to a schedule of services and report any cancellation of scheduled appointments and/or treatments
To participate in the development and updating of a plan of care
To communicate whether you clearly comprehend the course of treatment and plan of care
To comply with the plan of care and clinical instructions
To accept responsibility for your actions, if refusing treatment or not complying with the prescribed treatment and services
To respect the rights of pharmacy personnel
To notify Nationwide Children’s Hospital Specialty Pharmacy via telephone when medication supply is running low so refill may be shipped to you promptly
To submit any forms that are necessary to receive services
To give accurate clinical and contact information and to notify the patient management program of changes in this information
To notify your treating provider of your participation in the services provided by the pharmacy, such as the patient management program
To maintain any equipment provided
To notify Nationwide Children’s Hospital Specialty Pharmacy of any concerns about the care or services provided

Medication Safety and Support

Adverse Drug Reactions

If you have side effects or a bad reaction to your medication, call your doctor or our pharmacy as soon as possible.

Safe Disposal of Needles and Sharps

Put used needles, syringes and other sharp objects into a sharps container. If you take an injectable medication, our pharmacy can give you a sharps container. Some drug manufacturers also supply sharps containers. Our pharmacy team can help you arrange this if needed. For more information regarding sharps disposal please visit this EPA resource.

Safe Disposal of Unused Medications

Nationwide Children’s has drug disposal bins where patients and families can safely throw away unused medications. These bins are available at the Orange, Blue and Yellow Outpatient Pharmacies. Ask your pharmacist, nurse or doctor for more information.

You can also check with your local waste collection service or check the FDA website for more information.

Drug Recalls

If your medication is recalled, the Specialty Pharmacy will contact you with instructions from the FDA or drug manufacturer. 

Emergency Disaster Information

During an emergency or natural disaster, trained pharmacy staff will be available 24 hours a day, 7 days a week to help with your medication needs. Please contact our pharmacy so we can ensure your therapy is not interrupted. 

Concerns or Suspected Errors

We want you to be satisfied with the care we provide. If you have any issues with your medication, your order, or anything with pharmacy service, please contact us and speak to one of our team members.

Patients and caregivers have the right to voice complaints and/or recommendations to the pharmacy. You can do so by phone, fax, and electronic communication. We will address concerns within five business days.

Phone numbers for patient complaints:

Nationwide Children’s Hospital Specialty Pharmacy: (614) 722-2534
Nationwide Children’s Hospital Patient Liaison: (614) 722-6593
URAC Accrediting Body: (202) 216-9010
ACHC Accrediting Body: (855) 937-2242
Ohio Department of Health: (800) 342-0553

Handwashing

The most important way prevent infections and keep yourself and others from getting sick is by washing hands. Make sure everyone who touches the patient washes their hands as well.

When to wash hands

Before, during, and after preparing food
Before eating food
Before and after caring for someone at home who is sick
Before and after treating a cut or wound
After using the restroom, changing a diaper, or cleaning up someone who has used the toilet
After blowing your nose, coughing, or sneezing
After touching an animal, animal food or treats, or animal waste
After touching garbage
After touching hospital surfaces such as handrails, doorknobs, or tables

How to wash hands

Wet your hands with clean, running water, turn off the tap, and apply soap
Lather hands by rubbing soap on the front and back of hands, between fingers, and under nails
Scrub your hands for at least 20 seconds – try singing “Happy Birthday” twice
Rinse hands well under clean, running water
Dry hands using a clean towel or allow them to air dry

Hand sanitizer

Does not get rid of all types of germs
May not be as effective on visibly dirty or greasy hands
Might not remove harmful chemicals such as pesticides or heavy metals
Apply the correct amount specified on the label to the palm of one hand
Rub hand to spread over all surfaces of hands and fingers until dry

Source: CDC Hand Hygiene Guidelines

Disease State Resources

For additional information regarding your condition or diagnosis, you can visit the following websites: