Patient welcome packet | CLRX Pharmacy Denton

Updated August 2024

Welcome

Dear Patient,

Welcome to CLRX Pharmacy Denton. We are excited about the opportunity to serve you for all of your pharmacy needs.

The staff at CLRX Pharmacy Denton understands that your medical condition is complex and requires special knowledge when collaborating with your medical provider and insurance company. We are dedicated to providing you with the personal service necessary to ensure that you achieve the most benefit from your therapy including:

Coordination of prior authorization with your insurance company
Compliance monitoring
Complimentary mailing of medication
Training, education, and counseling
Refill reminders

Location: 2401 West Oak Street, Suite 101, Denton, TX 76201
Business hours: Monday – Friday, 9:00 AM – 6:00 PM
Closed Saturday and Sunday
Telephone: 940-312-5943
Toll-free: 833-428-2539
Email: clrxdenton@gmail.com

Closed on all major holidays, including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

We look forward to providing you with the best service possible. We know you have many options, and we thank you for choosing CLRX Pharmacy Denton.

Sincerely,
The CLRX Pharmacy Denton Team

What to expect

We recognize that your medical needs may be complex and can feel overwhelming at times. We are here for you. At CLRX Pharmacy Denton, our staff is dedicated to working with you, your doctors and nurses, and family and friends to achieve a fully integrated health care team. Our primary goal is to provide you quality care.

You can expect:

Personalized patient care: Our trained staff members will work with you to discuss your treatment plan, and we will address any questions or concerns you may have.
Collaboration with your doctor: We work directly with your doctors and caregivers and are here to make sure any difficulties you may be having with your treatment are addressed immediately with your doctors.
Regular follow-up: Getting your medications and medical supplies quickly and efficiently is important. We will be in close contact with you during your treatment and will be your healthcare advocate.
Benefits: Treatment can be costly, and we will help you navigate through the complexities of the healthcare system to explore every option available to you. Our relationships with insurers will help provide you with information and explanations of your prescription and medical insurance benefits.
Delivery: We offer fast and convenient delivery to your home, workplace, or the location you prefer. A staff member will contact you 5 - 7 days prior to your refill due date to coordinate the medications you need, update your medical and insurance records, and to set up and confirm a delivery date and address.

When to contact us

You have any questions or concerns about your medication
When you suspect a reaction or allergy to your medication
A change has occurred in your medication use
Your contact information or delivery address has changed
Your insurance information or payment source has changed
You need to check the status of your delivery
You need to reschedule or change your delivery
You have a question about an order delay

Costs and insurance

Payment policy

Before your care begins, a staff 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, co-pays, 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. We will also provide this information if there is a change in your insurance plan.

Insurance claims

CLRX Pharmacy Denton will submit claims to your health insurance carrier on the date your prescription is filled. If the claim is rejected, a staff 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 co-payment, 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.

Financial assistance

We have access to financial assistance programs to help with co-payments and ensure there are 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

CLRX Pharmacy Denton 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 Director of Pharmacy. Patients and their families also have responsibilities while under the care of CLRX Pharmacy Denton 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.

Patient rights

To select those who provide you with Pharmacy services
To receive the appropriate or prescribed services in a professional manner without discrimination relative to your age, sex, race, religion, ethnic origin, sexual preference or physical or mental handicap
To be treated with friendliness, courtesy and respect by each and every individual representing our Pharmacy, who provided treatment or services for you and be free from neglect or abuse, be it physical or mental
To assist in the development and preparation of your plan of care that is designed to satisfy, as best as possible, your current needs, including management of pain
To be provided with adequate information from which you can give your informed consent for commencement of services, the continuation of services, the transfer of services to another health care provider, or the termination of services
To request and receive complete and up-to-date information relative to your condition, treatment, alternative treatments, risk of treatment or care plans
To receive treatment and services within the scope of your plan of care, promptly and professionally, while being fully informed as to our Pharmacy’s policies, procedures and charges
To request and receive data regarding treatment, services, or costs thereof, privately and with confidentiality.
To receive instructions on handling drug recall(s)
To confidentiality and privacy of all information contained in the client/patient record and of Protected Health Information
To receive information on how to access support from consumer advocate groups
To receive pharmacy health and safety information to include consumer rights and responsibilities

Patient responsibilities

To agree to a schedule of services and report any cancellation of scheduled appointments and/or treatments
To communicate whether you clearly comprehend the course of treatment and plan of care
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 your Physician and the Pharmacy with any potential side effects and/or complications
To notify CLRX Pharmacy Denton via telephone when medication supply is running low, so refill may be shipped to you promptly

If you have questions, concerns or issues that require assistance, please call us. Complaints will be forwarded to management and you will receive a response within 5 business days.

Important information

Refills

You will be contacted by a team member 5 – 7 days prior to your refill date. If you would like to contact us for a refill, you can call us and speak to a medication access coordinator or pharmacist to process your refill requests. If needed, we will assist you with a process to refill a prescription which would otherwise be limited by your prescription benefit plan.

Prescription transfers

If you feel that our pharmacy is unable to meet your needs, we can transfer your prescription to the appropriate pharmacy of your choice. Please call us.
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.

Delivery and storage of your medication

We deliver medication to your home or to an alternative location at no cost to you. We can also assist you in obtaining other medical supplies, such as a sharps container, as requested. We coordinate all refills to make sure that you, or an adult family member, is available to receive the shipment.
If your medication requires refrigeration, we will ship it in special packaging that will maintain the appropriate temperature throughout the shipping process. Once you receive the package, take the medication out of the box and place it in the refrigerator.
If the package looks damaged or is not in the correct temperature range, please call us.
In the event of an order delay, we will contact you to inform you of the delay and will assist you in obtaining the medication elsewhere, if necessary.

Adverse drug reactions

If you are experiencing adverse effects to the medication, please contact your doctor or the Pharmacy as soon as possible.

Drug substitution protocols

From time to time it is necessary to substitute generic drugs for brand name drugs. This could occur due to your insurance company preferring the generic be dispensed or to reduce your copay. If a substitution needs to be made, a team member will contact you prior to shipping the medication to inform you of the substitution.

Proper disposal of sharps

Place all needles, syringes, and other sharp objects into a sharps container. Upon request, this may be provided by the Pharmacy if you are prescribed an injectable medication.

Drug recalls

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

Proper disposal of unused medications

For instructions on how to properly dispose of unused medications, check with your local waste collection service.
The U.S. Drug Enforcement Administration (DEA) sponsors National Prescription Drug Take Back Day in communities nationwide. Many communities also have their own drug take back programs. Check with your local law enforcement officials to find a location near you or with the DEA to find a DEA authorized collector in your community.
You can also check the following websites for additional information: Where and how to dispose of unused medicines (FDA) and Disposal of unused medicines: what you should know (FDA).

Emergency disaster information and emergency/disaster preparedness plan

In the event of a disaster in your area, please contact our pharmacy to instruct us on how to deliver your medication. This will ensure your therapy is not interrupted.
The pharmacy has a comprehensive emergency preparedness plan to help ensure continued treatment during an emergency or disaster such as severe storms, hurricanes, tornadoes, earthquakes, fire and flooding. Our primary goal is to continue to service your prescription needs. When there is a threat of disaster, we will ensure you have enough medication to sustain you.
The pharmacy will call you 3-5 days before an anticipated local weather emergency utilizing the weather updates as point of reference.
If you are not in the pharmacy local area but reside in a location that will experience a weather disaster you are responsible for calling the pharmacy 3-5 days before the occurrence to discuss your medication needs.
The pharmacy will send your medication via courier or UPS next day delivery during any suspected weather emergencies.
If the pharmacy cannot get your medication to you before a weather emergency occurrence the pharmacy will transfer your medication to another pharmacy, so you do not go without medication.
If a local disaster occurs and the pharmacy cannot reach you or you cannot reach the pharmacy, please listen to your local news and rescue centers for advice on obtaining medication or visit your local hospital immediately.
Call 911 or go to the nearest emergency room if you are unable to reach the pharmacy and may run out of your medication.

Commitment to excellence

CLRX Pharmacy Denton is accredited by Accreditation Commission for Health Care (ACHC) for compliance with a comprehensive set of national standards. By choosing a healthcare provider that has achieved ACHC accreditation, you can take comfort in knowing that you will receive the highest quality of care.
If you have any concerns about the product or service that you receive from CLRX Pharmacy Denton, you may contact ACHC directly at 855-937-2242.

Infection control

According to the Centers for Disease Control (CDC), the most important step to prevent the spread of germs and infections is hand washing. You can help yourself and your loved ones stay healthy by washing your hands often, especially during these key times when you are likely to get and spread germs:

Before, during, and after preparing food
Before eating food
Before and after caring for someone at home who is sick with vomiting or diarrhea
Before and after treating a cut or wound
After using the toilet
After changing diapers or cleaning up a child who has used the toilet
After blowing your nose, coughing, or sneezing
After touching an animal, animal feed, or animal waste
After handling pet food or pet treats
After touching garbage

Follow these five steps every time you wash your hands

Wet your hands with clean, running water (warm or cold), turn off the tap, and apply soap.
Lather your hands by rubbing them together with the soap. Lather the backs of your hands, between your fingers, and under your nails.
Scrub your hands for at least 20 seconds. Need a timer? Hum the “Happy Birthday” song from beginning to end twice.
Rinse your hands well under clean, running water.
Dry your hands using a clean towel or air dry them.

How to use hand sanitizer

Apply the gel product to the palm of one hand (read the label to learn the correct amount).
Rub your hands together.
Rub the gel over all the surfaces of your hands and fingers until your hands are dry. This should take around 20 seconds.

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 staff members.
Patients and Caregivers have the right to voice complaints and/or make a recommendation on services to the Pharmacy. Patients and caregivers can do so by phone, fax, writing, or email. We will address your concern within 5 business days.

CLRX Pharmacy Denton: Toll-free 833-428-2539
Email clrxdenton@gmail.com
2401 West Oak Street, Suite 101, Denton, TX 76201
Texas State Board of Pharmacy: Website www.pharmacy.texas.gov
Telephone 512-305-8000

Notice of Privacy Practices

Our Notice of Privacy Practices describes how health information about you may be used and disclosed and how you can get access to this information. Read the Notice of Privacy Practices.