Welcome To Appalachian Specialty Pharmacy

Serving the Appalachian region of Western North Carolina and Eastern Tennessee Communities

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Dear Patient,

Your Appalachian Specialty Pharmacy team is excited to welcome you and thank you for selecting us to be your specialty pharmacy provider.

Helping you live your best life is important to us. Enclosed, you will find information about our operations, services, patient safety and any other important patient information. Please take a few moments to read through this information and save this packet for future use.

As an Appalachian Specialty Pharmacy patient, you will have access to local clinical expertise, creating local connections to you, your family and your physicians. We are here at home in the mountains, not over the phone or in the mail.

Here are a few things you should know to get you acquainted with Appalachian Specialty Pharmacy

  • Appalachian Specialty Pharmacy offers 24 hours a day on-call clinical support from our pharmacists.
  • We are open Mon-Fri from 8:00am - 5:00pm.
  • We treat you as an individual and serve in partnership with physicians and suppliers in the management of your medical condition to bring you specialized care with specialized medicines.
  • You will have one-on-one direct contact with our pharmacists, where they will provide you with educational materials and listen to your concerns while developing a program tailored to you, so you can understand and follow your prescription guidelines.

Here When You Need Us

Appalachian Specialty Pharmacy is open

Monday - Friday: 8a.m. to 5p.m.

A licensed pharmacist is available on-call

  • 24 hours a day, 7 days a week for your convenience.

Appalachian Specialty Pharmacy will be closed for the following Holidays

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving and Friday after
  • Appalachian Specialty Pharmacy will also be closed the week of Christmas to allow our employees to spend time with their families.

Our Services

  • Caregiver Support
  • Compliance Monitoring
  • Comprehensive Medication Review
  • Financial Assistance
  • Medication Delivery
  • Medication Synchronization
  • Medication Therapy Management
  • Refill Reminders
  • Prior Authorizations
  • Vaccinations

Contact Information

Local

828-222-4269

Toll Free

888-747-9533

Fax

828-785-1437

Receiving Your Medications and Pharmacy Service

How to fill a new prescription:

Appalachian Specialty will work closely with your provider when a new prescription is required. Usually, your prescriber will fax Appalachian Specialty Pharmacy a new copy of your prescription. You can also call us and request that we contact your prescriber to obtain a new prescription. We can also transfer your prescriptions from other pharmacies, including mail-order, to us.

How to order a refill:

A member of the Appalachian Specialty Pharmacy team will call you a week before your prescription is ready to be refilled. At that time the team member will speak to you about any issues or concerns you have about your medication. In some instances, you will be asked a series of questions regarding your medications and your health. This is to determine if the therapy is working correctly for you. During the call you and the team member will decide on a pick up or delivery day. You can also find a refill request page at for any non-specialty maintenance medications not requiring special attention. These requests must be sent a few days before you are out of those medications.

Delivery of your specialty medications:

Here at Appalachian Specialty Pharmacy we know some of our patients have difficulty getting to our location. Because of this, we offer delivery services for those not able to reach our office. Delivery will need to be scheduled a week before the medication is due to be refilled and can be done when a team member contacts you about refills. Medication can be delivered to your home or an approved alternate location. In the event your medication must be refrigerated we will deliver it accordingly.

Patient’s Rights and Responsibilities

As our patient you have the right to:

  • Be fully informed in advance, in terms you can understand, of service to be provided, including those who provide care, expected frequency of visits, and any modification to your plan of care.
  • Receive available treatment or accommodations without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, military status, or other factor in accordance with applicable laws.
  • Be informed in advance, both orally and in writing, of:
    • the care/service being provided
    • the charges for care/service
    • payment expected from third parties
    • the terms of your prescription drug benefit coverage and charges for which you are responsible.
  • Receive a copy of a reasonably clear and understandable itemized bill with an explanation of the charges explained upon request.
  • Be given, upon request, full information and necessary counseling on the availability of known financial resources for your care.
  • Receive information about the scope of services Appalachian Specialty Pharmacy and any limitations on those services.
  • Participate in the development and periodic revision of your plan of care.
  • Actively participate in the decisions surrounding your prescription treatment, including your right to decline treatment after the consequences of refusal are fully presented.
  • Be informed of your rights under state law to formulate your Advance Directives.
  • Have yourself and your personal property treated with respect, consideration, and recognition of your dignity and individuality.
  • Be able to identify, through name badge or introduction, all who are providing your care.
  • Be free from mistreatment, neglect, any form of abuse or injury, or misappropriation of your property.
  • Have confidentiality and privacy of all information in your patient record and assurance of Protected Health Information.
  • Have access to and/or request changes to your medical records,
  • Be advised of Appalachian Specialty Pharmacy’s policies regarding disclosure of your records.
  • Voice grievances/complaints regarding treatment/care or lack of respect for you or your property, and recommend changes in policies, employees, or care/service.
  • Have complaints investigated without restraint, interference, coercion, discrimination, or reprisal.
  • Report complaints to:
    • Appalachian Specialty Pharmacy:
      • 828-222-4269 or 888-747-9533
      • pharmacy@appalachianrx.com
    • North Carolina State Board of Pharmacy:
      • 919-246-1050
      • https://complaints.ncbop.org/Complaint/begin.aspx
    • Accreditation Commission of Health Care (ACHC):
      • 855-937-2242
  • Choose an attending physician or other health care provider.
  • Receive appropriate care without discrimination in accordance with physician/other provider orders.
  • Be informed of any financial benefits to Appalachian Specialty Pharmacy when referred to another organization.
  • Be fully informed of your responsibilities as a patient.

As a patient participating in your treatment plan, we ask that you accept responsibility to:

  • Provide accurate and complete medical and contact information, including your medications, allergies, and other pertinent information or documents necessary for Appalachian Specialty Pharmacy to provide appropriate services.
  • Notify us of any changes in your information.
  • Notify your physician or treating provider of your participation in the services we provide.
  • Maintain any equipment we provide.
  • Notify us of any concerns you have about the care provided.
  • Communicate your understanding of your prescription treatment and ask questions of staff until you fully understand.
  • Follow the prescription treatment plan agreed upon by you and your physician or treating provider.

Release of Confidential Patient Information

This notice describes how your Protected Health Information (PHI) may be used and disclosed and how you can get access to this information. Please review it carefully.

Your Rights

When it comes to your confidential health information, you have the right to:

  • Get a copy of your paper or electronic medical record
  • Ask us to correct information about you that you think is incorrect or incomplete
  • Ask us to provide the information in a specific way (e.g., home/office phone, e-mail, other)
  • Ask us not to use or share certain information for treatment, payment, or our operations (we are not required to agree to your request if it would affect your care)
  • Get a list of those with whom we’ve shared your information for six years prior to the date you ask, and the reason for sharing
  • Get a copy of this privacy notice
  • Choose someone to act for you if you have given them medical power of attorney or if they are your legal guardian.
  • Tell us to share information with your family or others involved in your care. (If you are not able to tell us your preference, we may go ahead and share your information if we believe it is in your best interest or when needed to lessen a serious and imminent threat to health or safety)
  • File a complaint, without retaliation by us, if you feel your rights are violated by:
  • Contacting our Chief Pharmacy Officer, Jason Graessle, directly at (828)222-4269 ext.800 or jayg@appalachianrx.com
  • Contacting the U.S. Department of Health and Human Services Office for Civil Rights by sending a letter to: 200 Independence Avenue, S.W., Washington, D.C. 20201, calling 877-696-6775, or contacting via: www.hhs.gov/ocr/privacy/hipaa/complaints/

Our Uses and Disclosures

  • We typically use or share your health information to:
    • Treat you and share your information with other professionals who are treating you
    • Run our organization, improve your care, and contact you when necessary
    • Bill and get payment from health plans or other entities for your services
  • Help with public health and safety issues such as:
    • Preventing disease
    • Helping with product recalls
    • Reporting adverse reactions to medications
    • Reporting suspected abuse, neglect, or domestic violence
    • Preventing or reducing a serious threat to anyone’s health or safety
    • Help with health research.
    • Comply with the law.
  • Respond to organ and tissue donation requests.
  • Share information with a coroner, medical examiner, or funeral director after death.
  • Address workers’ compensation, law enforcement, and other government requests.
  • Respond to lawsuits and legal actions.

Our Responsibilities

  • We are required by law to maintain the privacy and security of your protected health information.
  • We will let you know promptly if a breach occurs that may have compromised the privacy or security of your information.
  • We must follow the privacy practices described in this notice and give you a copy of it.
  • We will never use your information for marketing purposes or sale without your written permission.
  • We will not use or share your information other than as described here unless you tell us to do so in writing.
  • For more information: www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/noticepp.html

Changes to the Terms of this Notice

The terms of this notice may change, and the changes will apply to all information on file about you. The new notice will be available upon request, in our pharmacy and on our web site.

Effective Date of this Notice: January 1, 2019

  • Appalachian Specialty Pharmacy, LLC
  • 932 Hendersonville Road, Suite 106,
  • Asheville, North Carolina 28803

Standard Precautions and Patient Safety

Wash Hands according to the CDC guidelines:

  • Wash hands after using the bathroom, sneezing, blowing the nose, coughing, before eating, when visiting someone who is sick, or whenever hands are dirty.
  • Wash hands before and after each patient contact.
  • 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. Be sure to lather the backs of your hands, between your fingers, and under your nails.
  • Scrub your hands for at least 20 seconds. (for 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 and use a paper towel to turn off the faucet, then throw it away.
  • Remember - Keeping hands clean is the #1 way to prevent the spread of infection.

Use an Alcohol-based Hand Sanitizer containing at least 60 percent alcohol:

  • Use a sanitizer as the preferred method for decontaminating hands, before and after each patient contact except when hands are visibly soiled (e.g., dirt, blood, body fluids), in which case soap and water should be used.
  • Remember - Sanitizers can quickly reduce the number of germs on hands in some situations, but sanitizers do not eliminate all types of germs.
  • Apply the product to the palm of one hand.
  • Rub your hands together.
  • Rub the product over all surfaces of your hands and fingers until your hands are dry.

Disposal of Biomedical Waste

  • Never replace the caps back on needles
  • Throw away any used needle in a sharps disposal container immediately after use.
  • Always keep sharps containers away from children and pets.
  • Never dispose of needles in the regular trash, by flushing them down the toilet or by placing them in your regular household recycle bin.
  • There are several ways to get rid of a sharps disposal container. Check with your local waste collection services, local health department or search the Internet for safe sharps disposal programs available in your area.
  • For more information specific to your state: Visit the Coalition for Safe Community Needle Disposal’s (Safe Needle Disposal Web site) at https://safeneedledisposal.org/ to find information including:​
    • Disposal programs in your area,
    • How to label your sharps disposal containers,
    • How to secure the lid of your sharps disposal container
    • Or you can visit https://www.epa.gov/rcra/protect-yourself-protect-others-safe-options-home-needle-disposal
  • Types of sharps containers that can be used,

In Case of an Emergency call 911

Poison Control: 800-222-1222

Privacy Policies

General Principles for Uses and Disclosures of a Patient's Medical Information

The privacy and security of our patient’s health information is a top priority for Appalachian Specialty Pharmacy.

Federal laws require that Appalachian Specialty Pharmacy as an organization that handles health information, shall provide policies and security safeguards to protect your health information whether it is stored on paper or electronically.

The Privacy Rule of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) requires that organizations with access to an individual's protected health information (PHI) maintain the confidentiality of sensitive personal and medical information. The purpose of the rule is to ensure that medical information remains protected while allowing the flow of information required to provide the highest level of healthcare. This confidentiality statement is intended to limit access to protected information to the minimum requirement and prevent disclosure of confidential information without authorization.

Confidential information is defined as verbal, printed, telephone, FAX, and electronic information related to the patients, employees, or operations of Appalachian Specialty Pharmacy. This includes any information included in a patient’s medical record, personal information, and work-related information. All information relating to a patient’s care, treatment, or condition constitutes confidential information as well as any Appalachian Specialty Pharmacy proprietary information or personal information of Appalachian Specialty Pharmacy staff.

Notice of Nondiscrimination

Appalachian Specialty Pharmacy LLC complies with applicable Federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation or gender identity. Appalachian Specialty Pharmacy LLC does not exclude people or treat them differently because of race, color, national origin, age, disability, sex, sexual orientation, or gender identity.

Appalachian Specialty Pharmacy LLC:

  • Provides free aids and services to people with disabilities to communicate effectively with us, such as:
  • Qualified sign language interpreters
  • Written information in other formats (large print, audio, accessible electronic formats, other formats)
  • Provides free language services to people whose primary language is not English, such as:
  • Qualified interpreters
  • Information written in other languages

If you need these services, contact Michael Worthington.

If you believe that Appalachian Specialty Pharmacy LLC has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, sex, sexual orientation or gender identity you can file a grievance with:

Michael Worthington, Civil Rights Coordinator

932 Hendersonville Road, Suite 106

Asheville, NC, 28803

Phone: 828-222-4269 ext.900

Fax: 828-785-1437

Email:

You can file a grievance in person or by mail, fax, or email. If you need help filing a grievance, Michael Worthington, Civil Rights Coordinator, is available to help you.

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:

U.S. Department of Health and Human Services

200 Independence Avenue, SW

Room 509F, HHH Building

Washington, D.C. 20201

1-800-368-1019, 800-537-7697 (TDD)