Important Pharmacy Information
How do I contact Inovia Pharmacy or my pharmacist for questions that I may have?
- Patients can also request a copy by calling 661-829-7861 (Locally) for any information regarding their medications, such as order status, medication delays, and drug recalls, etc.
- Inovia Pharmacy is open to the public Monday-Friday from 8:30 AM to 6:00 PM. On Saturday, the pharmacy is open from 10:00 AM to 3:00 PM. The pharmacy will be closed on Sundays.
- Inovia Pharmacy will be available to respond telephonically to questions and inquiries during regular business hours, Monday-Friday, 8:30 AM–8:30 PM.
- Pharmacists are available 24/7, 365 days a year to answer any clinical questions the patient may have about their medications. Pharmacists are also available to medical personnel to answer any questions related to patients’ medications.
What ongoing support will Inovia Pharmacy offer me?
- Adherence packaging
- Monthly patient care and wellness checks
- Prescription refill reminders
- Help with prior authorization, obtaining medications, and other medication-related issues
- Pharmacists available 24/7 to answer any clinical question.
What is a drug formulary or list and drug substitution protocols?
- Your prescription plan has developed and approved a drug formulary or a drug list that includes the medications they have approved for use by their members. Not all medications will be in the formulary or drug list. Drug plans will choose one or two medications of a particular category and class to include in these documents. This is the reason why the patient does not have accessibility to all medications on the market.
- Drug plans will also develop drug protocols or clinical guidelines. These will indicate when specific medication is required. These are used to conduct prior authorization of a medication. They are also used as drug substitution protocols to suggest alternative medications when the drug that has been prescribed is not on the formulary or drug list or the prescribed drug does not meet clinical criteria. Drug substitution protocol can suggest generic substitution or bioequivalent substitution that has been approved for a particular medication.
- Prescription plans also have accessibility to recent literature and studies of medications. These are used to make exceptions to the clinical protocol. These exceptions are not common but are available.
- Inovia Pharmacy must follow the guidelines as set forth by each drug plan.
Does Inovia Pharmacy stock my medication and how will I get it?
- Patients are contacted immediately if a plan limitation or benefit exclusion occurs while processing a prescription. The pharmacy will help the patient obtain prior authorization for the medication. If Inovia Pharmacy does not carry the medication in its inventory, the patient will also be notified.
- Our staff is available to discuss medication availability at Inovia Pharmacy as well as access to medications.
- Different delivery methods for the medication(s) are available to the patient based on patient preference; medications may be picked up at the pharmacy or may be delivered to the home by Inovia Pharmacy courier service or GSO Courier. Other options are available if needed.
- If a medication is not available at Inovia Pharmacy, the pharmacy will refer the patient to a pharmacy that stocks the medication.
- We will educate, assist, and refer patients when necessary to different programs if certain medications are not covered by the drug plan.
- Patient assistance programs available through the manufacturer (e.g. copay cards, coupons, etc.), local county clinics or agencies, foundations, and local non-profit organizations associated with the disease state, or
- Contacting the physician for alternative therapies, if applicable. If needed, pharmacists are available to discuss generic substitutions or alternatives for medications that may be too expensive, are not covered by your healthcare insurance, or are no longer available.
- If the pharmacy is not a participating provider of the patient’s drug insurance plan, Inovia Pharmacy will make the patient aware of the cost of the medication at Inovia Pharmacy in writing before the medication is dispensed. Inovia Pharmacy will also refer the patient to a pharmacy in the health plan’s network of pharmacy or to their pharmacy benefit manager
What does my prescription cost?
- Once a prescription has been processed, you will be notified of your cost. Our staff can explain questions related to your prescription cost, such as your out-of-pocket cost, deductible, co-payment, co-insurance, etc. Inovia Pharmacy can also help the patient find alternative funding for their medication if payment for medication will impose financial hardship for the patient. Some patients, depending on their healthcare coverage, are eligible to be enrolled in prescription drug assistance programs to assist with out-of-pocket costs.
- f your medication is not covered by your prescription plan you will be notified of the cost of the medication at Inovia Pharmacy in writing. This information is made accessible to you in person, by facsimile or secured e-mail. The pharmacist will also inform the patient about the substitution of the prescription for a generic version or another medication similar to the one order. If the patient agrees, the pharmacist will contact the provider to discuss this substitution and determine if it is adequate for the patient.
- You will receive a receipt for any monies paid to the pharmacy for your medications.
- Inovia Pharmacy will accept payment by credit and debit cards, personal check and cash.
What should I do if there is a delay in delivery of my medication?
- Please contact the pharmacy immediately if there is a delay in delivery at 661-829-7861. Inovia Pharmacy will make the necessary arrangements to supply your medication on time.
How do I refill my medication?
- Refill instructions are available at www.inoviapharmacy.net or by calling the automated refill line at 1-877-MY_MEDSLINE. If the patient is receiving a specialty medication, he/she must call or contact the pharmacy to refill medications or inform the pharmacy staff to dispense during the pharmacy refill call to the patient.
- Inovia Pharmacy will also offer auto-refill service for patients receiving medications that are not considered specialty medications.
- If a pre-authorization is required for a prescription, our staff will inform the patient and take the necessary steps to acquire the pre-authorization.
- If the medication is limited by benefit design, the patient and the prescribing provider will be informed. Inovia Pharmacy will help with the function of requesting an exception to the rule imposed by the drug plan or to switch the patient to another medication equally as effective.
- DO NOT wait for your medication to be finished before calling for a refill. Do so at least 1 week prior to your last dose. In this manner, you allow the pharmacy sufficient time to process necessary prior authorizations as required and to get to you the refill before your medication is all gone. Interruption to medication treatment should be avoided.
I am traveling and now in need of medication. What should I do?
- At Inovia Pharmacy, we are here to meet all of your needs. Please call 1-877-MYT_MEDSLINE to inform Inovia Pharmacy when a medication is needed before or while traveling so that the appropriate steps can be taken to deliver your medication to the location of your choice.
- Notify Inovia Pharmacy at least a week before your travel date to obtain authorization from your drug insurer, process the medication, and get it to you on time.
- However, if you need your medications while traveling and did not obtain it before leaving, call Inovia Pharmacy immediately. Inovia Pharmacy will try to arrange for the delivery of your medication to your location or arrange for a local pharmacy to supply your need for the medication.
A state of emergency has been declared. How do I get my medication?
- A state of emergency can be declared because of weather situations or other unforeseen emergencies.
- If the emergency is an expected event, Inovia Pharmacy will send medications or have the medications ready for patient pick-up before the emergency. Inovia Pharmacy will obtain from the pharmacy computer system the names of patients that require refills of medications during the expected emergency period. Assure that you have sufficient medications to cover you through the emergency time period if you do not call the pharmacy immediately.
- If the pharmacy cannot open because of a localized emergency, Inovia Pharmacy will arrange for medications to continue to be delivered to all patients through one of the other Inovia Pharmacy locations. The medications will be delivered to your home. This will be an automatic process. However, if you do not receive your refills, call Inovia Pharmacy. The pharmacy’s phones will continue to function.
- If you are displaced because of an emergency, call Inovia Pharmacy and inform them of your current location. Inovia Pharmacy will deliver medications to your temporary location.
- Always make sure that you have sufficient medication to avoid undue interruption to your medication regimen. Emergencies can occur and will occur. Be Proactive.
My prescription was filled at another pharmacy. How do I have Inovia Pharmacy fill it?
- Please call 661-829-7861 to have prior pharmacy transfer the prescription.
My prescription was being filled by Inovia Pharmacy. I now want it filled by another pharmacy.
- Go to the new pharmacy and request that they contact Inovia Pharmacy for a transfer of the prescription to the new pharmacy.
What are my Patient Rights and Responsibilities?
- All patients receiving specialty medications and participating in the Patient Management Program will receive a Welcome Packet with their first order of the medication. This Welcome Packet will include a copy of the Patient Bill of Rights and Responsibilities.
- Patients can also request a copy by calling 661-829-7861.
How do I find information on topics such as side effects, adverse drug reactions, and proper medication disposal?
- Information regarding medication specific guidelines will be sent to the patient with each order of their medication. This is called medication monograph. If the information in this document is not clear or you would like further information call to speak with the pharmacist at Inovia Pharmacy.
- Patient receiving specialty medication will receive additional medication information before they receive their first order of the medication. This information will be provided orally during the first call made to the patients. Make sure to request to speak to the pharmacist if you have any questions.
What do I do if I am experiencing an adverse reaction or side effect?
- If you are experiencing an adverse reaction or side effects, and it is affecting your breathing, heart rhythm, or you are experiencing any other side effects that you consider menacing to your health, call 911 immediately.
- If you are not experiencing any reactions that are menacing to your health, call your doctor for instructions.
- Call the pharmacist to report your reaction after you have had received adequate and appropriate medical care. The pharmacist and your doctor will determine if your medication regimen needs reassessment and will provide further instructions as required.
How do I find more information about my condition?
Additional information about medication therapy and medical condition is available through:
- Food and Drug Administration Hotline at +1-800-463-6332 / www.fda.gov
- Center for Disease Control and Prevention at +1-800-232-4636 / www.cdc.gov
- Poison Control Center at +1-800-222-1222 / www.aapcc.org
Are there any support groups available to help with what I may be going through at this time?
- Our staff can assist in providing information about patient advocacy/support groups. Please call Inovia Pharmacy during hours of business operations.
What should I check for when I receive a package with my medications?
- Check for any advisory labels on the box, e.g. keep refrigerated. Make sure the medication is immediately stored under the required conditions.
- Check the packaging of the medication for any signs that the medication package has been tampered with.
- If a medication is to be kept cold, assure that the medication has arrived at your location cold. If it has not, call Inovia Pharmacy immediately for further instructions.
- Make sure you receive the correct equipment to administer your medication if it is an injectable. This would include alcohol swabs, red disposal container, needles, and syringes.
How can I control infections in the home and/or contamination of my medications?
- Keep your home clean. Keep your medications in a clean, secure location where they are not accessible to children.
- Wash your hands before coming in contact with the medication. Use soap and water and a clean towel to dry hands. Soap and water is the preferred method for cleaning.
- Keep the refrigerator temperature between 2-4 degrees centigrade or 34-40 degrees Fahrenheit. This is extremely important if you have medication that requires refrigeration. Try to store medication that requires refrigeration away from close contact with food and meats.
- Try to avoid storing medications in the bathroom. The bathroom is considered a high-risk area for infections.
- Assure you prepare your medication in a clean area. Wash the counter or the table before pouring your medications.
How can I control infections in the home and/or contamination of my medications?
- Keep your medications away from children. If you require special tops for your medication bottles, inform the pharmacy.
- Discard unused medication by the expiration date indicated on the bottle label. This applies even if the bottle of medication has not been used or opened.
- For multi-dose bottles or syringes that have been accessed or punctured with a needle, the vials or syringe should be dated and discarded within 28 days unless the manufacturer specifies a different date for the accessed vial or syringe.
What happens if there is a recall of my medication?
- Inovia Pharmacy will be notified by the manufacturer and/or the FDA if there’s a recall of a medication or a component of a medication. Depending on the reason for the recall and the projected effect it may have on a patient, the patient will be notified immediately by phone and/or e-mail or by letter. The patient will receive instructions on how to proceed with the medications the patient currently has on hand.
- The patient’s prescribing provider will also be notified.
How do I dispose of my expired and/or unused medications?
- Follow any specific disposal instructions on the prescription drug labeling or patient information that accompanies the medication.
- Take advantage of community programs that allow the public to take unused drugs to a central location for proper disposal.
- If no disposal instructions are given on the prescription drug labeling and no take-back program is available in your area, throw the drugs in the household trash following these steps:
- Remove them from their original containers and mix them with an undesirable substance, such as used coffee grounds, dirt, or kitty litter
- Place the mixture in a sealable bag, empty can, or other containers to prevent the drug from leaking of breaking out of the garbage bag.
- Scratch out all identifying information on the medication’s prescription label.
- Do not give or share medicines with others. Something that works for you can be dangerous for someone else.
- If you have any doubts about disposing of a medication, contact Inovia Pharmacy pharmacist for further instructions
I have a complaint about Inovia Pharmacy and/or the services I have received. Where do I call and whom do I speak to?
- Inovia Pharmacy aims to provide high-quality service. However, sometimes events occur that may interfere with our goal. We want to hear from you. If you have any complaints or concerns about the services provided, please let us know. We will do everything possible to try to resolve these issues within the shortest time possible.
- Inovia Pharmacy will receive complaints and grievances by telephone, 24/7, 365 days a week. Inovia Pharmacy can also receive written or complaints informed via e-mail. You will receive an acknowledgment call informing you that we have received your concern and will work as fast as possible to resolve the issue. We will also call to inform you of the resolution of the problem and how you may take further action if this is required.
- If you have a complaint, call: 877-MY-MEDSLINE or 661-829-7861
- Complaints can be received by facsimile: 661-829-7862
- Complaints can be received by secured e-mail: email@example.com
- Complaints can be received by any of our staff members.
- Complaints or complaints resolutions can be appealed with:
- Your medical insurance company or pharmacy benefit management company of
- California Board of Public Health at 916-558-1784
- California State Board of Pharmacy: Call 916-974-7900
There appears to be an error with my prescription. What should I do?
- Call the pharmacy immediately and speak to the pharmacist. The pharmacist will instruct the patient of actions to take that include returning the medication and receiving a new supply of the medication.
I do not understand English. What can I do?
- Inovia Pharmacy employs staff who can speak other languages in addition to English.
- If staff does not speak your language of preference, we will request your authorization to speak to a significant person that can act as your translator;
- If these alternatives are not feasible, Inovia Pharmacy contracts a Language Line that has translators available 24/7, 365 days. This company employs staff that speaks over 99 languages. They can be of assistance.
Information and Tips to Assist in Interactions with Inovia Pharmacy
- A pharmacist is always available to respond to your inquiries. When calling request to speak to the pharmacist or leave a message on the pharmacist mailbox, the pharmacist will return your call within 30 minutes.
- The pharmacist you may want to speak may not be available for the day. Ask to speak to the pharmacist on call or available to answer your inquiries. This pharmacist will be able to access your medication record and/or contact your pharmacist to answer your questions.
- E-mails left for Inovia Pharmacy will be answered within one (1) business day of the receipt of the correspondence.
- You may request an appointment to meet with your pharmacist. Face to face meetings will be held at the pharmacy’s location.
Inovia Pharmacy is honored and pleased to provide you pharmaceutical services. We are always available to listen and to answer your questions, concerns, comments, and recommendations. Contact us whenever you need to.