Benefits of Our Services

Our customers’ benefits include managing side effects, increasing compliance and overall improvement of health. Limitations include patients must be willing to follow directions and be compliant to therapy.

We believe that health improvement is our customer priority. Following a prescribed course of treatment is not always easy, especially for individuals with chronic conditions. We appreciate the opportunity to build a relationship of trust, commitment and quality to assist each person, by collaborating with their prescribing physician.

Our pharmacists can more effectively manage customers’ medications and conditions, while improving health outcomes.

We pride ourselves in supplying customers with a high level of personalized care, which includes insurance verification and prompt, accurate delivery of their medications. Our highly skilled staff of professionals is dedicated to providing customers with the highest quality of care when they most need it.

Our customers 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.

We are dedicated to helping our customers regain the highest possible quality of life through medication, counseling, education and the monitoring of drug therapy and interactions. We work with closely with the customer and their physician(s) to ensure proper drug usage, and help manage side effects and potential interactions between medications.

Our PillPack pharmacists are specially trained in the treatment of health conditions that require customized care. They use state‐of‐the‐art teaching materials that are detailed and therapy specific.

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.

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).

Our customers have the right to choose their health care provider and may opt in or opt out of any patient services relationship at any time.

Address: 250 Commercial Street, Manchester, NH 03101
Phone: 855‐745‐5725
Fax: Fax: 603‐935‐9108

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

Patient Bill of Rights & Responsibilities

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

  • Choose a health care provider.
  • Participate in the development and periodic revision of the care plan.
  • Informed consent and the right to decline participation, revoke consent or disenroll at any point in time.
  • 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 patient will be responsible.
  • Be treated with respect, consideration, and recognition of patient dignity and individuality.
  • 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.
  • Receive appropriate service/care without discrimination.
  • Be informed of any financial benefits when referred to an organization.
  • The right to know about philosophy and characteristics of the patient management program.
  • The right to have personal health information shared with the patient management program only in accordance with state and federal law.
  • 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.
  • The right to receive information about the patient management program.
  • The right to receive administrative information regarding changes in or termination of the patient management program
  • The responsibility to submit any forms that are necessary to participate in the program, to the extent required by law.
  • The responsibility to give accurate clinical and contact information and to notify the patient management program of changes in this information.
  • The responsibility to notify their treating provider of their participation in the patient management program, if applicable.

Patient responsibilities

  • Patient agrees to notify PillPack of any hospitalization, change in customer insurance, address, telephone number, physician, or when the medical need for the rental equipment no longer exists.
  • 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.
  • Patient agrees to accept all financial responsibility for products furnished by PillPack
  • Patient understands that PillPack retains the right to refuse delivery of service to any patient at any time.
  • Patient 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 patient is unable to make medical or other decisions, the family should be consulted for direction.

All staff members will understand and be able to discuss the Patient Bill of Rights and Responsibilities with the patient and caregiver(s). Each staff member will receive training during orientation and attend an annual in-service education class on the Patient Bill of Rights and Responsibilities.

Emergency planning for the home care patient

This pamphlet has been provided by PillPack to 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 patient 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.

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.

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 pamphlet 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 patients 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.

For More Information...

This pamphlet 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.

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 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 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

Form Revised: 07/15/2015

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