Welcome Guide

Benefits and Responsibilities

250 Commercial St. Suite 2012, Manchester, NH 03101



Message Us:
using the PillPack iOS app

Available 24 hours a day, 7 days a week

Pharmacy Hours:
Monday — Friday 8:00 AM — 8:00 PM
Saturday — Sunday 9:30 AM — 5:00 PM

Welcome to PillPack! Thank you for choosing us as your new pharmacy. We’re honored to be your partner in health and look forward to providing your pharmacy needs.

Our mission is to make it easy for you to take your medication. We sort and deliver your medication to your door, and work with your prescribers and insurance provider to make sure you always have the right medication at the right time.

Our team of healthcare professionals is dedicated to providing the highest quality of care when you need it most. We offer personalized pharmacy service, including pharmacist counseling, customer education, monitoring of drug therapy and interactions, as well as prompt and accurate delivery of your medications.

For customers who actively take advantage of the support services offered by PillPack, benefits include easier medication management, and a better, simpler pharmacy experience.

We serve a diverse population of customers and our team members have experience with various cultural aspects of care. Services are provided without discrimination based upon race, cultural background, age, nationality, gender, or insurance coverage, while protecting confidentiality as mandated by the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

You may contact us anytime, by phone, email or by visiting the help page on our website with any questions you may have about our service. Our customers also receive prompt, professional service on our hotline, where trained pharmacists are available 24 hours a day, seven days a week, and 365 days a year.

A few guidelines and important notes about our service:

Setting up your account
After you sign up for PillPack, it can take about two (2) weeks to completely set up your PillPack account and receive your first order. We use the information submitted during the sign up process to set up your account. This setup process includes:

  1. Submitting test claims to verify PillPack is compatible with your insurance
  2. Transferring your existing prescriptions from your old pharmacy to PillPack
  3. Calling your prescriber for any prescriptions without refills
  4. Aligning your prescriptions so we can refill them at the same time every month

Please note: If you are low on any medications when you sign up, please pick up one last local supply before we transfer your prescriptions.

Once your account is setup, you will have access to an online dashboard on www.pillpack.com. See more information about the PillPack Dashboard below.

Email notifications
PillPack customers will receive regular email notifications about their medication order status and helpful service updates. You can update your email address and other information in the account settings via the PillPack Dashboard at any time.

Authorizing someone to speak on your behalf
If you have a family member or caregiver making health decisions on your behalf, you may authorize someone to manage your account for you. Please note: We will require your prior approval for this authorization. Contact a PillPack representative for more information.

Financial obligations and requirements
You are responsible for the co-pays set by your insurance company, and the cost for any over the counter (OTC) products you choose to receive. Co-pays are determined by your insurance plan, and may vary from pharmacy to pharmacy. If PillPack is not currently in your insurer’s network but you still want to utilize PillPack services, you can request the cost of your medications to be provided in writing.

PillPack securely stores your credit or debit card information if you choose to set up automatic bill payments. No charges are made without notifying you first, and an email is sent before every shipment with the included items. Customers can also track their upcoming shipments on their PillPack Customer Dashboard. It is your responsibility to ensure that your co-payments are paid. If you cannot make a payment, a PillPack Billing representative may work with you to set up a payment plan.

Please note: PillPack may hold shipments if payments are missed, up to and including termination of services.

Our customers are notified by email if a payment is missed, and a notice of termination is physically sent with the last shipment. Customers are encouraged to promptly notify PillPack if there are changes to your insurance coverage in order to avoid any delays in shipments. You may contact us directly via www.pillpack.com, or any of methods listed above if there are questions regarding a shipment or billing issue.

Contacting a pharmacist
You can reach a pharmacist using any of the methods listed above. To report suspected medication errors, adverse drug reactions, urgent complaints, or other questions for a pharmacist please call us at 855-745-5725. Our clinical pharmacists will coordinate with your prescriber to resolve any issues.

Please note: A pharmacist is available 24 hours a day, 7 days a week. If a pharmacist cannot answer the phone directly, you will receive a call back as quickly as possible.

Placing an order, automatic refills, and transfer requests
As a PillPack customer, you will be automatically enrolled in our auto-refill program. This means your medication will arrive every month unless you ask us to pause your medications. If you do not wish to use our auto-fill program, just let us know. You can pause any medications via the online PillPack Dashboard or by contacting our pharmacy team.

Please note: If you are a Medicare customer, we will need an acknowledgement from you every month prior to sending your monthly refills due to regulatory requirements.

When your medications need refills, PillPack will contact you via email about ten (10) days before your last dose of medication(s). If you do not receive this communication, please contact the pharmacy. We will work on your behalf to contact your prescriber to request prescription refills or assist with a prior authorization, as needed.

For non-urgent order requests, transfer in or out requests, or to add or stop medications, please contact us via email. For urgent requests, please call us at 855-745-5725. Our normal pharmacy hours are 8:00 AM to 8:00 PM, Monday - Friday, Saturday - Sunday 9:30 AM — 5:00 PM.

PillPack substitution policy
It is the policy of PillPack to dispense a therapeutically equivalent generic medication if neither customer or prescriber has a preference. PillPack will not substitute for a generic drug if the prescriber writes a prescription order as “Brand Medically Necessary.”

Reporting a complaint
If for any reason you are unsatisfied with our service or if you wish to file a complaint, please contact us via email or telephone. All complaints will be addressed as quickly as possible. If your complaint is not resolved to your full satisfaction, you may initiate a formal grievance in writing, and it will be escalated to a supervisor.

Reporting quality issues
At PillPack, we strive to deliver the highest quality of care at all times. If you notice any quality related issues regarding an order you have received, please contact us immediately. Every report is taken seriously by our Quality Assurance Department and Senior Leadership team.

Adverse reactions to drugs
An adverse drug reaction is defined as any unpredictable, unintended, undesirable, or unexpected response to a medication. Examples include:

  • Headache, tremors, dizziness, muscle spasms, confusion
  • Nausea, vomiting, diarrhea
  • Skin rash, flushing, irregular heartbeat, shortness of breath

For any quality related events or any moderate to severe drug reactions, please contact us by telephone and ask for a pharmacist. Our pharmacists will conduct an assessment, and create the best action plan to resolve any issues, including contacting your prescriber for potential dose changes.

If drug reactions become worse or you are experiencing a medical emergency, please call 9-1-1 immediately.

Drug recalls
PillPack complies with all state and federal rules when notified of a recall. Drug recalls are classified as Class I, Class II and Class III recalls, depending on the severity of the issue. In case of a recall, we will review our inventory and records of disposition of the item. If we determine you may have received an impacted drug that may cause harm, we will notify you by telephone and email as soon as possible. If we cannot reach you, we may contact your prescriber and persons that we are authorized to share protected health information (PHI) with. If necessary, we will replace the impacted products with no additional cost to you. If the recalled medications(s) were consumed and caused any medical problems, we will contact your prescriber, the drug manufacturer, and other appropriate entities.

Safe drug disposal
PillPack does not accept returns due to regulatory requirements. For medications that need to be disposed of, a pharmacist is available to assist you with specific instructions for disposal. This includes reviewing medication(s) that may NOT be flushed down the toilet, and others that may require to be grounded in coffee grounds, cat litter, or another substitute. We can also help identify if there are any take-back programs in your local community.

Educational resources
PillPack is committed to providing comprehensive care and educational resources. You can visit www.pillpack.com and see our Medication Management section for tips on how to better manage your drug therapy. You may also contact us directly to speak with a pharmacist 24 hours a day, 7 days a week. Please also review our Privacy Policy and our Notice of Privacy Practice.

Emergency Planning

This section may help you plan your actions in case there is a natural disaster where you live. Many areas of the United States are prone to natural disasters like hurricanes, tornadoes, floods, and earthquakes.

Every customer receiving care or services in the home should think about what they would do in the event of an emergency. Our goal is to help you plan so that we can try to provide you with the best, most consistent service we can during the emergency.

Know What to Expect
If you have recently moved to this area, take the time to find out what types of natural emergencies have occurred in the past, and what types might be expected. Find out what, if any, time of year these emergencies are more prevalent. Find out when you should evacuate, and when you shouldn’t. Your local Red Cross, local law enforcement agencies, local news and radio stations usually provide excellent information and tips for planning.

Know Where to Go
One of the most important pieces of information you should know is the location of the closest emergency shelter. These shelters are opened to the public during voluntary and mandatory evaluation times. They are usually the safest place for you to go, other than a friend or relative’s home in an unaffected area.

Know What to Take with You
If you are going to a shelter, there will be restrictions on what items you can bring with you. Not all shelters have adequate storage facilities for medications that need refrigeration. We recommend that you call ahead and find out which shelter in your area will let you bring your medications and medical supplies, in addition, let them know if you will be using medical equipment that requires an electrical outlet. During our planning for a natural emergency, we will contact you and deliver, if possible, at least one week’s worth of medication and supplies. Bring all your medications and supplies with you to the shelter.

Shipping Your Medications During an Emergency
In the case of a natural disaster or other emergency, we can ship your medications to an alternative address, or transfer your medications to a local pharmacy for pickup. If a product is temporarily unavailable, or permanently out of stock, a pharmacist will contact your prescriber for an alternative medication or help find another pharmacy that stocks it for you.

Our pharmacy sends your medication several days before your last dose, so you’ll always have your medication. We will send you an email of your upcoming shipment with an opportunity to view or edit the upcoming order prior to shipment. If there is a projected shipment delay, we will send you an email with the new expected date of arrival.

Please note: If you cannot wait for the shipment, please contact us, and a PillPack representative will explore other options. This includes sending a rush delivery when possible, or transferring your medications to a local pharmacy.

Reaching Us if There Are No Phones
How do you reach us during a natural emergency if the phone lines don’t work? How would you contact us? If there is warning of the emergency, such as a hurricane watch, we will make every attempt to contact you and provide you with the number of our cellular phone. (Cellular phones frequently work even when the regular land phone lines do not.) If you have no way to call our cellular phone, you can try to reach us by having someone you know call us from his or her cellular phone. (Many times cellular phone companies set up communication centers during natural disasters. If one is set up in your area, you can ask them to contact us.)

If the emergency was unforeseen, we will try to locate you by visiting your home, or by contacting your home nursing agency. If travel is restricted due to damage from the emergency, we will try to contact you through local law enforcement agencies.

An Ounce of Prevention...
We would much rather prepare you for an emergency ahead of time than wait until it has happened and then send you the supplies you need.

To do this, we need for you to give us as much information as possible before the emergency. We may ask you for the name and phone number of a close family member, or a close friend or neighbor. We may ask you where you will go if an emergency occurs. Will you go to a shelter, or a relative’s home? If your doctor has instructed you to go to a hospital, which one is it? Having the address of your evacuation site, if it is in another city, may allow us to service your therapy needs through another company.

Helpful Tips:

  • Get a cooler and ice or freezer gel-packs to transport your medication.
  • Get all of your medication information and teaching modules together and take them with you if you evacuate.
  • Pack one week’s worth of supplies in a plastic-lined box or waterproof tote bag or tote box. Make sure the seal is watertight.
  • Make sure to put antibacterial soap and paper towels into your supply kit.
  • If possible, get waterless hand disinfectant from PillPack or from a local store. It comes in very handy if you don’t have running water.
  • If you are going to a friend or relative’s home during evacuation, leave their phone number and address with PillPack and your home nursing agency.
  • When you return to your home, contact your home nursing agency and PillPack so we can visit and see what supplies you need.

For More information
There is much more to know about planning for and surviving during a natural emergency or disaster. To be ready for an emergency, contact your local American Red Cross or Emergency Management Services agency.

An Important Reminder!
During any emergency situation, if you are unable to contact our pharmacy and you are in need of your prescribed medication, equipment or supplies, you must go to the nearest emergency room or other treatment facility for treatment. Please also be sure to take your medication list, if possible.

Making decisions about your health care

Advance Directives are forms that say, in advance, what kind of treatment you want or don’t want under serious medical conditions. Some conditions, if severe, may make you unable to tell the doctor how you want to be treated at that time. Your Advance Directives will help the doctor to provide the care you would wish to have. Most hospitals and home health organizations are required to provide you with information on Advance Directives. Many are required to ask you if you already have Advance Directives prepared.

This information has been designed to give you information and may help you with important decisions. Laws regarding Advance Directives vary from state to state. We recommend that you consult with your family, close friends, your physician, and perhaps even a social worker or lawyer regarding your individual needs and what may benefit you the most.

What Kinds Of Advance Directives Are There?
There are two basic types of Advance Directives available. One is called a Living Will. The other is called a Durable Power of Attorney.

A Living Will gives information on the kind of medical care you want (or do not want) become terminally ill and unable to make your own decision. It is called a “Living” Will because it takes effect while you are living. Many states have specific forms that must be used for a Living Will to be considered legally binding. These forms may be available from a social services office, law office, or possibly a library. In some states, you are allowed to simply write a letter describing what treatments you want or don’t want. In all cases, your Living Will must be signed, witnessed, and dated. Some states require verification.

A Durable Power of Attorney is a legal agreement that names another person (frequently a spouse, family member, or close friend) as an agent or proxy. This person would then be make medical decisions for you if you should become unable to make them for yourself. A Durable Power of Attorney can also include instructions regarding specific treatments that want or do not want in the event of serious illness.

What Type of Advance Directive is Best for Me?
This is not a simple question to answer. Each individual’s situation and preferences are unique. For many persons, the answer depends on their specific situation, or personal desires for their health care. Sometimes the answer depends on the state in which you live. In some states, it is better to have one versus the other. Many times you can have both, either as separate forms or as a single combined form.

What Do I Do If I Want An Advance Directive?
First, consult with your physician’s office or home care agency about where to get information specific for your state. Once you have discussed the options available, consult with any family members or friends who may be involved in your medical care. This is extremely important if you have chosen a friend or family member as your “agent” in the Durable Power of Attorney. Be sure to follow all requirements in your state for your signature, witness signature, notarization (if required), and filing.

You should provide copies of your Advance Directive(s) to people you trust, such as close family members, friends and/or caregiver(s). The original document should be filed in a secure location known to those to whom you give copies. Keep another copy in a secure location; if you have a lawyer, he or she will keep a copy as well.

How Does My Health Care Team Know I Have an Advance Directive?
You must tell them. Many organizations and hospitals are required to ask you if you have one. Even so, it is a good idea to tell your physicians and nurses that you have an Advance Directive, and where the document can be found. Many customers keep a small card in their wallet that states the type of Advance Directive they have, where a copy of the document(s) is located, and a contact person, such as your Durable Power of Attorney “agent,” and how to contact them.

What If I Change My Mind?
You can change your mind about any part of your Advance Directive, or even about having an Advance Directive, at any time. If you would like to cancel or make changes to the document(s), it is very important that you follow the same signature, dating, and witness procedure as the first time, and that you make sure all original versions are deleted or discarded, and that all health care providers, your caregiver(s), your family and friends have a revised copy.

What If I Don’t Want An Advance Directive?
You are not required by law to have one. Many home care companies are required to provide you with this basic information, but what you choose to do with it is entirely up to you.

This information has been designed to provide you with basic information. It is not a substitute for consultation with an experienced lawyer or knowledgeable social worker. These persons, or your home care agency, can best answer more detailed questions, and help guide you towards the best Advance Directive for you.

Patient Rights

We believe that all customers receiving services from PillPack should be informed of their rights. Therefore, you are entitled to:

  • Choose a health care provider.
  • Be treated with respect, consideration, and recognition of customer dignity and individuality.
  • Receive appropriate service/care without discrimination.
  • Voice grievances/complaints regarding treatment or care, lack of respect of property or recommend changes in policy, staff, or service/care without restraint, interference, coercion, discrimination, or reprisal.
  • The right to identify the staff member of the program and their job title, and to speak with a supervisor of the staff member if requested.
  • Participate in the development and periodic revision of your care while utilizing PillPack services.
  • Be informed in advance of service/care being provided, of the charges, including payment for service/care expected from third parties and any charges for which the customer will be responsible.
  • Informed consent and the right to decline participation, revoke consent or disenroll from PillPack services at any point in time.
  • The right to receive administrative information regarding changes in, or termination from PillPack services.
  • The right to have personal health information shared with PillPack only in accordance with state and federal law.

Patient Responsibilities

  • The responsibility to notify treating provider of their use of PillPack as the primary pharmacy when applicable.
  • The customer accepts the responsibility to submit any forms necessary to participate to the extent required by law, and give accurate clinical and contact information and to notify PillPack of changes, including recent hospitalization, change in customer insurance, address, telephone number, or primary care physician.
  • Patient agrees to request payment of authorized Medicare, Medicaid, or other private insurance benefits are paid directly to PillPack for any services furnished by PillPack.
  • Customer agrees to accept all financial responsibility for products furnished by PillPack
  • Customer understands that PillPack retains the right to refuse delivery of service to any customer at any time.
  • Customer agrees that any legal fees resulting from a disagreement between the parties shall be borne by the unsuccessful party in any legal action taken.
  • When the customer is unable to make medical or other decisions, the family should be consulted for direction.

Grievance / Complaint Reporting

You may lodge a complaint without concern for reprisal, discrimination, or unreasonable interruption of service. To place a grievance, please call 855-745-5725, and speak to the Pharmacist-in-Charge. If your complaint is not resolved to your satisfaction within five (5) working days, you may initiate a formal grievance, in writing and forward it to the Governing Body. You can expect a written response within fourteen (14) working days or receipt.

You may also make inquiries or complaints about this pharmacy by calling:

1220 L Street, NW
Suite 400
Washington, D.C. 20005
Phone: (202) 216-9010
Fax: (202) 216-9006

Office of Inspector General, Department of Health and Human Services
HHS-Tips Hotline
P.O. Box 23489
Washington, D.C. 20026
Phone: (800) HHS-TIPS
Phone: (800) 447-8477

US Department of Labor OSHA
Phone: (800) 321-OSHA (6742)

New Hampshire Board of Pharmacy
Phone: (603) 271-2350
Fax: (603) 271-2856
E-Mail: pharmacy.board@nh.gov

Thanks again for choosing PillPack as your pharmacy.

The PillPack Team

Form Revised: 07/15/2015