A specialty pharmacy is a very specific way to provide specialty drugs to a patient population who requires complicated services and extensive care that is not available at regular community pharmacies.

Please call us if you have any questions or concerns concerning order status, copay amount, claims submissions and benefit coverage. If you have any adverse effects to the medication you were given, please contact your prescribing physician or your pharmacist.

Caretend Specialty Pharmacy

Phone: 1833 746 0132 and Fax: 1833 746 0132

After Hours Clinical Line
Evening, Weekends, Holidays:
Pharmacist-on-Call Policy
24-hour coverage at 1- 1833 746 0132

Or visit us on the web at https://www.caretendrx.com
Or email us at info@caretendrx.com

Caretend Specialty Pharmacy employee is available to answer any questions you may have either during normal business hours or through 24-hour Pharmacist-on-Call support.

Business Hours of Operation:
Monday through Friday 9am to 5pm EST
Sat and Sunday : CLOSED
Caretend Specialty Pharmacy

1830 Peachtree Pkwy, Suite 540 Cumming, GA 30041-8356 

After Hours Clinical Line
Evening, Weekends, Holidays:
Pharmacist-on-Call Policy
24-hour coverage at 1- 1833 746 0132

A Pharmacist-on-Call is available 24 hours a day/7 days a week for any question you may have. Pharmacists are available for emergency and clinical situations such as side effects and medication assistance as well as complaint resolution. They also have Caretend Specialty Pharmacy to all pharmacy systems and can answer any questions regarding order and copay status, claims submissions and benefit coverage. 

• Your prescriber must send a valid prescription to our pharmacy via their preferred means. When a valid prescription is on file, you may call into our pharmacy to place your order and setup a shipment during regular business hours.
• During business hours, you can call the pharmacy to speak with a staff member or follow the prompts to request your refill by
  leaving a voicemail with all pertinent information as requested in the message.

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•  After hours, you can follow the prompts to request a refill by leaving a message for the pharmacy staff requesting medication refill.
• Please include in your message medication name, your first and last name, address, date of birth, daytime phone number, and additional requested information per the voicemail recording.
• Your doctor can e-scribe or fax a new prescription to us. Please note, certain controlled substance medications cannot be faxed
  and Caretend Specialty Pharmacy does not currently dispense controlled substances. In the event that Caretend Specialty Pharmacy begins to dispense controlled substances, the paper copy of these prescriptions must be sent to the pharmacy.
• Your prescription may be filled with a generic equivalent substitution based on state law, equivalency rating and in accordance with company policy. Please ask a pharmacist if you have any questions or concerns.
• Caretend Specialty Pharmacy employee will let you know if Caretend Specialty Pharmacy is unable to fulfill the medication request. Suggestions and guidance on where the medication may be available and will be given upon request.

• Our standard processing time at Caretend Specialty Pharmacy is normally less than 24 hours. This does not include delivery time. If processing time is delayed longer than 24 hours, we will contact you to notify you of your options so you don’t go without medication.
• Caretend Specialty Pharmacy employee will immediately let you know if there are any issues that may delay fulfillment such as prior authorizations or quantity limits imposed by your insurance company. 
• Caretend Specialty Pharmacy employees will work with you and your physician to try and get any Prior Authorizations completed as quickly as possible. If your insurance company will not allow a quantity override due to unforeseen circumstances, Caretend Specialty Pharmacy  
• employee will help determine the best way to get the medication you require.
• Medications are sent via FedEx. Priority Overnight is available or required for some medications. Prescriptions are shipped Monday through Friday for next day delivery. Medication delivery is a complimentary service at no additional charge to you.
• Some medications will require your signature for delivery. Caretend Specialty Pharmacy ‘s staff member will coordinate with you to schedule the most convenient  delivery time to ensure your availability to sign for the prescription.

• Caretend Specialty Pharmacy will call to schedule your refill order ~10 days before you should run out of medication. • If you run out prior to Caretend Specialty Pharmacy  contacting you, or you would like to go ahead and order your refill,  please contact us. Please have your prescription number(s) available to place your order.  

  • If you have signed up for the complimentary Caretend SpecialtyRx web portal, refills can be requested through the web portal. Please  provide additional comments if there are any specific delivery instruction or requests. If there are any additional questions,  clarifications, or missing elements on the web portal refill form, Caretend Specialty Pharmacy staff member will contact  you directly to gather the required information.  
  • An automated refill option is available 24 hours a day/7 days a week. If ordering an automated refill, please also leave a  message with any specific delivery instructions or request Caretend Specialty Pharmacy staff contact you prior to  medication being shipped. 
  • Please let Caretend Specialty Pharmacy employee know if you have run out of refills and would like a call to your  physician to be made for a new prescription.  
  • Please remember to always inform Caretend Specialty Pharmacy and the Patient Management Program of any  insurance, address or health changes. 

  • If you need your prescription immediately, please let Caretend Specialty Pharmacy employee know so your order can  be expedited. If you cannot wait for a shipment, you may ask about having your prescription transferred to a local pharmacy. The  prescription can be transferred back to Caretend Specialty Pharmacy  the next time it is needed. 

 Prescription cost will vary depending on your insurance. 

• Because drug pricing can change daily, a final determination of your co-pay cost cannot be made until your claim is processed.  You may also call the Member Services phone number on your prescription insurance card to get the most current information. • If you are unable to afford the out-of-pocket cost for your prescription, Caretend Specialty Pharmacy will work to identify  co-pay card assistance, patient assistant programs, or other support and/or charitable organizations. Visit the Caretend Specialty Pharmacy ’s “For Patients” section of our website to learn about Patient Assistance. 

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• The cost may also vary depending on the quantity of medication. Your prescription will be filled for the amount of medication that  the physician prescribes. Please be sure to advise your physician to prescribe for the maximum amount/days’ supply allowable by your insurance coverage (days allowed may vary by plan). 

• If you have Medicare Part D drug coverage, the cost of your prescription will change significantly as you meet your deductible  and initial co-pay, progress through the “donut hole” and reach total out-of-pocket expense. Reimbursement Specialists can assist you in determining and understanding your options. Visit our website to learn more about these services

We have staff dedicated to working with your insurance company and your provider to obtain coverage for your medication. If  the medication is not approved through your insurance company, despite these efforts, we will inform your physician who will  discuss other options with you. Our clinical pharmacists will also work with your providers to submit appeals to your payer, to  get you the right medication.

• Caretend Specialty Pharmacy accepts all major credit cards, check, or money orders. If mailing payment, please do not  mail cash.  
• Please find the option to log in payment portal located on top of our website page. Please do not dictate or give out credit card  information to any pharmacy professionals

Some patients are eligible for financial assistance through drug companies or other foundations. Caretend Specialty Pharmacy  has a team dedicated to review options available to you and help enroll you into those programs. Please let a  pharmacy staff member know if you are having trouble affording the medication and we will refer a staff member to reach out to  you.

Some insurances require you to fill your medication (s) at a certain pharmacy. If you can no longer obtain you specialty  medication through Caretend Specialty Pharmacy , a pharmacist will transfer your prescription to an eligible pharmacy.  We will inform you of this transfer of care and work with you to ensure you receive your medication. If you no longer want to fill  your medication through Caretend Specialty Pharmacy , please contact us and we will transfer your prescription to your  preferred pharmacy.

If you have an adverse reaction to your medication you should contact The Caretend SpecialtyRx, LLC toll-free at 1- 1833 746 0132 or your prescribing physician, directly. If it is a serious or life threatening event, call 911 or have someone drive  you to your local emergency room.

• Visit the website below to view a list of medications that can safely be flushed down the toilet or see the handouts given in the  welcome packet: 

 http://www.fda.gov/Drugs/ResourcesForYou/Consumers/BuyingUsingMedicineSafely/EnsuringSafeUseof Medicine/ SafeDisposalofMedicines/ucm186187.htm

• If your medication is not on this list, please see the handout included in your Welcome Packet on how to properly dispose of your  unwanted or expired medications. 
• You will be notified by Caretend Specialty Pharmacy employee if there is a recall on your medication and given  instructions on what to do.  

Upon receiving notification of a product recall, Caretend SpecialtyRx, LLC will take the following steps: • Review inventory and records for the disposition of the recalled item. 

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• Contact the patient/caregiver by telephone as appropriate to arrange for exchange of products. Caretend SpecialtyRx, LLC notification methods that may be used include: 
• Contact you by phone or certified letter 
• Contact your emergency contact friend or relative. 
• Contact your physician’s office 
• Remove the items(s) from service. 
• Follow the steps recommended by the manufacturer and document the steps with the date completed and the signature of the  person completing the form. 

• The Patient Management Program is included at no cost to you and you are automatically enrolled as a patient of Caretend SpecialtyRx, LLC. You may opt out at any time. 
• Pharmacists will work with you on any problems, concerns or questions you may have regarding your medication therapy.  Issues discussed include disease overview, medication, dose, dose frequency, interactions, side effects, physical assessments  and coordination of care with your physician when appropriate, etc. 
• The potential health benefits of this program include managing side effects, improved overall health, increased disease and  medication education and awareness, increased medication compliance and when coordination of care with your physician is  necessary, your pharmacist will have all the information needed to help make informed decisions regarding what is best for you  as the patient. 
• The potential limitations of this program are dependent on you as the patient. You must be willing to follow the directions of your  physician and pharmacist, be compliant with taking your medication and willing to discuss the details of your disease, medical  history and current practices with your pharmacist so he can have a full understanding of the situation.
• Please let your physician know you are a patient of Caretend SpecialtyRx, LLC and are enrolled in their Patient  Management Program. A good relationship between your physician and your pharmacist will benefit everyone involved in your  care.

• To contact the Patient Management Program, please call  

Caretend SpecialtyRx, LLC 

Phone: 1- 1833 746 0132 and Fax: 1833 746 0132

Any complaint or incident can be reported to our pharmacy staff directly by calling the pharmacy. If you believe your privacy  rights have been violated, you may also file a complaint by writing to the Chief Privacy Officer at the following address or call at the phone number listed. You may also file a complaint directly with the Secretary of the Department of Health and Human Services,  at the link listed below. You may also contact the Georgia Board of Pharmacy directly at 404-651-8000 or https:// gbp.georgia.gov/. You will not be penalized for filing a complaint

Caretend Specialty Pharmacy has an emergency plan to provide prescriptions to our customers in case of emergency or disaster.  Caretend Specialty Pharmacy will make reasonable attempts to contact each patient following a disaster to Caretend SpecialtyRx their needs.  Caretend Specialty Pharmacy will prioritize patients based upon the urgency of the need for service. The following local services may be  contacted by the patient if needed:  

• Local pharmacies near the patient’s address 
• The local hospital(s) near the patient’s address 
• The local EMS office (911 Services)  
• FEMA

The FDA classifies as therapeutically equivalent products that are approved as safe and effective; are pharmaceutical  equivalents (i.e., contain identical amounts of the same active drug ingredient in the same dosage form and route of  administration and meet compendial or other applicable standards of strength, quality, purity, and identity); are bioequivalent  (i.e., do not present a known or potential bioequivalence problem and meet an acceptable in vitro, or in some cases in vivo, or  both, standard–or, if they do present such a known or potential problem, are shown to meet an appropriate bioequivalence  standard);are adequately labeled; and are manufactured in compliance with current Good Manufacturing Practice (GMP)  regulations. Products that meet these criteria are considered therapeutically equivalent even though they may differ in certain  other characteristics such as shape, scoring configuration, release mechanisms, packaging, excipients (including colorings,  flavorings, and preservatives), expiration date/time, minor aspects of labeling (e.g., presence of specific pharmacokinetic  

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information), and storage conditions. The FDA takes the position that when differences of these types are important in the care  of a particular patient, it may be appropriate for the prescribing physician to require that a particular brand be dispensed  (“dispense as written”) as a medical necessity (“brand medically necessary”). With this limitation, however, the FDA believes  that products classified as therapeutically equivalent can be substituted with the full expectation that the substituted product will  produce the same clinical effect and safety profile as the prescribed product. 

Caretend Specialty Pharmacy may substitute a generic drug for a prescribed drug unless the prescriber writes,  “Dispense as written”. If questions arise as to therapeutic equivalent Caretend Specialty Pharmacy
will contact the drug manufacturer and/or consult the FDA Orange Book. 

PATIENT TRANSFER AND DISCHARGE 

Caretend Specialty Pharmacy will transfer a patient to another pharmacy if: 

• The pharmacy cannot meet the patient’s needs • The patient moves outside the pharmacy’s geographic service area • The patient changes to an insurance that the pharmacy cannot bill 

Caretend Specialty Pharmacy
will discharge a patient if: 

• The patient’s condition improves and his or her physician discontinues the service. • The patient stops using the product for any reason and signs an against medical advice form if the patient’s physician will  not write a discontinue order. • The patient expires. 

All transfers / discharges will be noted in the patient record. The transfer/discharge summary will include: • A summary of the services provided; • The date and reason for the discharge/transfer; • A brief description of ongoing needs that could not be met; • Any instructions or referral information given to the patient/responsible party. 

UNMET NEEDS 

All referrals or orders for services that are not provided by Caretend Specialty Pharmacy will be declined. If the referral  is for a usual and customary service that is provided by other companies in the community, the order will be referred to one of  those companies. The President or designee will compile a list of other companies in the area and the services they provide.  This list will be given to all personnel that take referrals. The list should be updated yearly and as needed.  

Any declined referrals will be logged with a notation that it was declined, why it was declined, and to whom the order was  referred. A report will be given to management about declined referrals. This report will be used to determine if any additional  services should be added to the scope of services.  

All staff members will be provided information about other services and care available in the community, and are directed to  work cooperatively with the organizations to promote a full range of home and community-based options to the patients they  serve. 

The prescribing physician and/or the referral source will be notified within five days if an order cannot be