First Pharmacy Pavilion Specialty Pharmacy Program

First Pharmacy Pavilion Specialty Pharmacy Program
Children’s Health Specialty Center Dallas
2350 N Stemmons Fwy Dallas, TX 75207
Toll Free: 1-800-955-7666
Email: CHSTSpecialtyPharmacy@childrens.com
Website: childrens.com/specialtypharmacy
After-hours pharmacist line: 1-800-955-7666

• Follow the instructions to reach the pharmacist on-call
• If a specialty pharmacist is not immediately available, leave a message and your call will be returned

Get step-by-step directions and more information on the Children’s Health mobile app. Text “app” to 77444 to download now.

Monday-Friday, 8 a.m. – 6 p.m.
Closed on the following holidays

• New Year’s Day (January 1)
• Martin Luther King, Jr. Day (third Monday in January)
• Memorial Day (last Monday in May)
• Independence Day (July 4)
• Labor Day (first Monday in September)
• Thanksgiving Day (fourth Thursday in November)
• Day after Thanksgiving (fourth Friday in November)
• Christmas Day (December 25)

A pharmacist is available 24 hours a day, 7 days a week, for emergency pharmacy care services at 1-800-955-7666.

Emergency and disaster information
If there is a disaster in your area, please contact our specialty pharmacy team at 1-800-955-7666 to instruct us where to deliver your medication.

Manage your child’s health care needs

• Request refill(s) for specialty pharmacy prescriptions
• Schedule an appointment
• Message your provider
• Pay a bill
• Request medical records copy

Register now on MyChart

Medication prior authorization specialist
Your personal Medication Prior Authorization Specialist is an important member of your health care team. Your Medication Prior Authorization Specialist has direct access to your child’s electronic medical record and works directly with your child’s physicians, nurses, pharmacists and other health providers. The Medication Prior Authorization Specialist is a resource for your child’s specialty pharmacy needs and is there to help you save time by working with your child’s physician and your insurance company regarding your child’s specialty medications.

Patient management program
Once your child’s physician sends a prescription to the specialty pharmacy, your child will be automatically enrolled in our Patient Management Program that has been tailored to meet your child’s needs. The program’s purpose is to improve the health of your child through education and compassion.

The program includes:

• Personalized services specific to your child’s condition
• Educational materials to help you better understand and manage your child’s condition
• Monthly prescription refill reminder calls to help you timely refill your child’s medications
• Convenient, timely medication delivery options
• 24/7 access to specialty-trained pharmacists

The Patient Management Program is provided at no additional cost, and enrollment is optional. You may contact us at any time to be removed from this program.

Pharmacy insurance
The Medication Prior Authorization Specialist will work with your child’s physician and your insurance company to help get your child’s specialty prescription covered. This process is called a prior authorization. While prior authorizations may take a few business days to complete, our team will provide updates to you and your child’s physician.

If your insurance denies coverage for your child’s medication, you may have the right to file an appeal with your insurance company. Our specialty pharmacy team has the knowledge and resources available to help you with the appeals process.

Financial assistance programs
Specialty medications are expensive, even after your insurance pays its portion of the cost. If you cannot afford your copay, the specialty pharmacy team can assist in connecting you with the Financial Assistance team to discuss options.

Prescription home delivery
We will contact you to determine how you would like to receive your child’s specialty medication. We can coordinate delivery to your home, physician’s office or an approved alternate location. You may also pick up your prescription at our specialty pharmacy.

If you choose to have your medication delivered, the specialty pharmacy will ship it securely. Prescription shipments usually are delivered Tuesday through Saturday. If you cannot be there to accept the package, we can arrange for it to be left at your home or at another approved location. We can include any necessary supplies for your prescription for a fee.

If your child’s medication requires special handling or refrigeration, it will be packaged and shipped to meet those needs. Environmentally friendly products are used that meet the International Safe Transit Association’s current standards. If you feel your child’s medication was not maintained to the manufacturer’s recommended temperature, please contact the specialty pharmacy team immediately for further instructions.

Filling a prescription
We will work with your child’s physician when your child needs a new medication. In many cases, the new prescription may be electronically sent to the specialty pharmacy. However, you may also reach out to a specialty pharmacy team member to obtain a new prescription directly from your child’s physician.

Refill reminder program
You will receive a call from the specialty pharmacy team before your child’s next medication refill is due. We will confirm how much medication your child has remaining, the current strength and your shipping address. The clinical pharmacist may also conduct an in-depth review of your child’s progress under the treatment plan. You may also order refills yourself by:

• Contacting the specialty pharmacy team
• Calling the pharmacy at 1-800-955-7666
• Emailing us at CHSTSpecialtyPharmacy@childrens.com
• Stopping by the Specialty Pharmacy located at 2350 North Stemmons Freeway, Dallas, Texas 75207

Clinical pharmacist
Our specialty pharmacists are available to answer your questions or address concerns about your child’s care plan. Please call your child’s specialty pharmacist if you have any questions or concerns regarding your child’s treatment. A specialty pharmacist is available 24 hours a day, 7 days a week for any urgent needs relating to your child’s medication. Call our after-hours line at 1-800-955-7666 and follow the prompts to reach the on-call pharmacist. In case of an emergency, call 911.

Our pharmacists provide personalized patient management services, which include:

• Teaching your child how to take their medicine correctly
• Training your child on the use of any specialty device
• Helping your child manage possible side effects and drug interactions
• Explaining how to monitor your child’s medication and interpret the results throughout treatment

These services are provided to you and your child at no additional cost.

Medications Not Available at the Specialty Pharmacy
If the specialty pharmacy is unable to provide your child’s specialty medication, the specialty pharmacy team will work with you to transfer the prescription to another pharmacy. Please contact a specialty pharmacy team member to transfer the prescription on your child’s behalf.

Prescription medication claims
We will bill your insurance company for you. However, there still may be a portion of the cost, which is called a copay or copayment that you will be directly responsible for paying each time your child’s prescription is filled. We will tell you the amount you need to pay.

Patient issues and concerns
If you have any concerns about your child’s medication, services received, delivery or other issues, please contact the specialty pharmacy at 1-800-955-7666. We will be happy to assist you.

Children’s Health recognizes each patient’s right to receive care delivered in a considerate, respectful, dignified and comforting manner. As a patient parent or legal guardian, you have the right to receive information about your rights and policies related to those rights. Please see the Patient Rights and Responsibilities page for more information and resources.

Returned goods policy
Texas State Board of Pharmacy regulations forbid the resale or reuse of any prescription or supplies that were previously dispensed. As a result, we cannot take back any medication once it leaves the pharmacy, and no credit can be issued for any unused or excess supplies. We will arrange a return and correct any issue if your medication and/or supplies are defective.

Medication substitution
We may substitute a lower-cost generic medication for a brand-name medication unless you or your child’s physician have asked for a specific brand name drug. This may occur for new prescriptions, refills, therapeutic changes and prescription transfers. If a substitution is made, a specialty pharmacy team member will contact you to inform you of the substitution.

Medication order status and delays
A specialty pharmacy team member will keep you informed on the status of your child’s prescription, including any expected delays. However, you may call the specialty pharmacy team or the pharmacy directly regarding the status of your child’s prescription.

Inclement weather delivery policy
We will make every effort to deliver your medications and supplies early if a weather warning is in place. In the event of a disaster, we will attempt to contact patients – in order of disaster priority – with any special instructions. Please make sure your contact information is up to date and on file to avoid disruption in your child’s medications.

Drug recalls
The specialty pharmacy follows the drug recall guidelines issued by the Food and Drug Administration (FDA), drug manufacturers, drug distributors and/or state and federal regulatory agencies. We will contact you and your child’s physician in the event your child’s care is affected by a drug recall.

Language access services
You may ask for an interpreter if anyone in your family is deaf or hearing impaired, or if English is not your family’s primary language. If English is not your primary language and you have difficulty communicating effectively in English, you may need an interpreter or a document translation to have meaningful access to the specialty pharmacy program.

Patient advocacy support
We are here to serve you; we want to help your child get the most out of their specialty medication therapy. If you have a question or a problem, please contact us so we can try to address the concern or issue.

Listed below are just a few resources dedicated to helping you learn more and connect you with support groups and organizations dedicated to educating parents and legal guardians about their child’s condition. In addition to education, these organizations can provide valuable support to deal with your child’s complex health care needs.

• Human Growth Foundation: 1-800-451-6434
• Cystic Fibrosis Foundation: 1-800-344-4823
• National Coalition for Cancer Survivorship: 1-877-622-7937
• Hepatitis C Careline: 1-800-832-5274
• MS Advocate for Change: 1-800-344-4867
• RA Advocate 101: 1-844-571-4357
• National Psoriasis Foundation: 1-800-723-9166
• Crohn’s and Colitis Advocacy Network:1-800-932-2423

To learn more about consumer protection and advocacy services, you may visit the following websites:

• National Association of Consumer Advocates
• Texas Consumer Council

What is a specialty pharmacy?

A specialty pharmacy dispenses specialty medications used to treat complex, chronic conditions. They often require special handling and/or administration and may not be available at your local pharmacy. Sometimes these medications require special teaching and monitoring by a trained pharmacist.

How do I contact the specialty pharmacy?

Come see us in person:
First Pharmacy Pavilion Specialty Pharmacy Program
Children's Health Specialty Center Dallas Campus
2350 N Stemmons Fwy
Dallas, TX 75207

Call us: 1-800-955-7666

Email at: CHSTSpecialtyPharmacy@childrens.com

When should I contact the specialty pharmacy team?

• Any questions or concerns about your child’s medication
• Suspected reaction or allergy to your child’s medication
• A change has occurred in your child’s medication use
• Your child starts/stops medicines or if your child’s dose changes
• Insurance information or payment source has changed
• Need to reschedule or check the status of your delivery
• Suspect a dispensing or shipping error has occurred
• Questions or concerns about our specialty pharmacy service

How much will my medication cost?

Your out-of-pocket cost will vary based on your insurance plan. A specialty pharmacy team member will tell you the amount owed after processing your child’s prescription.

What if I can’t afford my medicine?

If you cannot afford your copay, the specialty pharmacy can assist in connecting you with the Financial Assistance Team to discuss options.

Does the specialty pharmacy have access to all specialty medications?

The specialty pharmacy has access to many specialty medications. If we do not have the specialty medication, we will transfer your child’s prescription to another pharmacy that can support you.

Will my insurance let the specialty pharmacy dispense the drug?

The specialty pharmacy can dispense specialty medications for many Texas Medicaid programs, Medicare plans and commercial/private insurance companies. If your insurance requires the use of another pharmacy, your child’s prescription will be transferred to that pharmacy.

What should I do if my child has a bad reaction to the medication?

• Call 911 or go to a nearby hospital Emergency Room if the reaction is serious or life-threatening.
• Contact your child’s physician to report the reaction.

We value your feedback and would like to know how to better serve you. Please feel free to email us your suggestions. Please write a review based on your patient experience.

You may also mail us it to the following address:
First Pharmacy Pavilion Specialty Pharmacy Program
Children's Health Specialty Center Dallas Campus
2350 N Stemmons Fwy
Dallas, TX 75207

Please include the following with your mailed concerns:

Date:
Patient Name:
Team member involved (if applicable):
Please describe your concern or suggestion: