Welcome to Nationwide Children’s Hospital Specialty Pharmacy

Services

Personalized Patient Care

Our pediatric-trained team members will work with you to discuss you or your child’s treatment plan and answer any questions or concerns. We will contact you before your refill is due to help ensure you continue to receive your medication without interruption.

Collaboration

We work directly with your doctor and care team to help ensure you receive the best possible care and to quickly address any challenges that may arise with your treatment.

Insurance and Financial Benefits

Our experienced team will provide you with information and explanations of your prescription and medical insurance benefits. We will also work to connect you with applicable copay assistance programs, foundations or other financial assistance programs.

Patient Management Program

We support your care through a disease-specific Patient Management Program. As part of this program, a pharmacist will reach out to you regularly to see how your treatment is working and to answer any questions.

The program is designed to help manage side effects, keep your treatment on track, and support your overall health. Its success depends on following your treatment plan and taking your medication as prescribed.

This service is provided at no cost, and participation is voluntary. If you choose to stop participating, you can opt out at any time by contacting our team by phone.

Delivery

We offer fast and convenient delivery to your home, workplace, or other preferred location at no cost to you. A team member will contact you prior to your refill due date to coordinate medication delivery. Delivery is scheduled for a time when you or an adult family member will be available to receive the shipment. If a signature is required, someone 16 years of age or older must be present to accept the delivery.

We will ship your medication in special packaging that will maintain the appropriate temperature throughout the shipping process. Upon medication delivery, promptly take the medication out of the box and store it as directed. Please ensure that all medications and supplies are received prior to discarding the packaging.

Nationwide Children’s Hospital Specialty Pharmacy is able to offer delivery to patients residing in Ohio or West Virginia.

Prescription Transfers

If you feel that our pharmacy is unable to meet your needs, please contact us. We can transfer your prescription to the appropriate pharmacy of your choice.
If our pharmacy can no longer service your medication, a pharmacist will transfer your prescription to another pharmacy. We will inform you of this transfer of care.

When to Contact Us:

You have any questions or concerns about your medication
You need to order a refill of your medication
You suspect a reaction or allergy to your medication
Changes have occurred in your medication use
Your insurance information or payment source has changed
Your contact information or delivery address has changed
You need to check the status of your delivery
You need to reschedule or change your delivery
Youhaveany questions or concerns about your delivery or an order delay
You have any questions or concerns about our specialty pharmacy service

Payment Policy

Before your care begins, a team member will inform you of your financial obligations that are not covered by your insurance or other third-party sources. These obligations include, but are not limited to, out-of-pocket costs such as deductibles, copays, co-insurance and annual out of pocket limits. If, based on your health benefit plan, we are out of network, we will provide you with the cost of your medication in writing. We will also provide this information if there is a change in your insurance plan.

Insurance Claims

Nationwide Children’s Hospital Specialty Pharmacy will submit claims to your health insurance carrier on the date your prescription is filled. If the claim is rejected, a team member will notify you, as necessary, so that we can work together to resolve the issue.

Co-payments

You may be required to pay a part of your medication cost, called a copayment. If you have a copayment, it must be paid at the time of shipping or pick-up. We accept Visa®, MasterCard®, American Express® and Discover®. We can maintain your credit card information on file in a secured environment. We also have the option to send a bill to you for the medication cost. You will be responsible for working with patient accounts to coordinate payments.

Financial Assistance

We have access to financial assistance programs to help with copayments and ensure no financial barriers to starting your medication. These programs include discount coupons from drug manufacturers and assistance from various disease management foundations. We will assist you in enrollment into such programs.

Patient Bill of Rights and Responsibilities

Nationwide Children’s Hospital Specialty Pharmacy recognizes that patients have inherent rights. Patients who feel their rights have not been respected, or who have questions or concerns, should talk to the pharmacist on duty.

Patients and their families also have responsibilities while under the care of Nationwide Children’s Hospital Specialty Pharmacy in order to facilitate the provision of safe, high-quality health care for themselves and others. The following patient rights and responsibilities shall be provided to, and expected from, patients or legally authorized individuals.

To ensure the finest care possible, as a patient receiving our pharmacy services, you should understand your role, rights and responsibilities involved in your own plan of care.

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 experience adverse effects to any medication, please contact your doctor or our pharmacy as soon as possible.

Proper Disposal of Sharps

Place all needles, syringes and other sharp objects into a sharps container. This can be provided by our pharmacy if you are prescribed an injectable medication. There are also programs that are provided from several drug manufacturers that supply sharps containers. If applicable, the pharmacy team will help you coordinate this service. For more information regarding sharps disposal please visit this EPA resource.

Proper Disposal of Unused Medications

Nationwide Children’s Hospital offers drug disposal bins so patients and families can safely dispose of leftover medications. These bins are available at the Orange, Blue and Yellow Outpatient Pharmacies. Please ask your pharmacist, nurse or doctor for more information.

For instructions on how to properly dispose of unused medications, check with your local waste collection service. You can also check the FDA website for additional information:

Drug Recalls

If your medication is recalled, the Specialty Pharmacy will contact you with further instructions, as directed by the FDA or drug manufacturer.

Emergency Disaster Information

In the event of a disaster in your area, clinically trained personnel will be available 24 hours a day, 7 days a week to provide support for your medication needs. Please contact our pharmacy so that we can work together to ensure that your therapy is not interrupted.

Concerns or Suspected Errors

We want you to be completely satisfied with the care we provide. If you have any issues with your medication, the services rendered, or any other issues related to your order, please contact us directly and speak to one of our team members.
Patients and Caregivers have the right to voice complaints and/or recommendations to the pharmacy. Patients and caregivers can do so by phone, fax, and electronic communication. We will address concern within 5 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: