YOU HAVE THE RIGHT TO
- Receive accurate, up-to-date, and understandable information about your medications and treatment from a pharmacist.
- Discuss your medications in detail, including potential side effects and interactions, and receive personalized counseling and education to support your therapy.
- Expect that all medications provided are properly labeled, appropriately dosed, effective, and in suitable condition for use.
- Choose the pharmacy and pharmacist of your preference without being pressured or coerced into transferring prescriptions elsewhere, including mail-order services.
- Have your privacy respected at all times. Your personal health information and counseling records are kept strictly confidential, in accordance with Notice of Privacy Practices (NOPP).
- Receive care that is free from discrimination and aligned with your healthcare provider’s orders.
- Be informed promptly if any medication you’ve received has been recalled.
- Share any concerns, complaints, or suggestions about your medications, care, or privacy. You may do so by:
- Calling us and asking to speak with the Pharmacy Manager, or
- Submitting your concerns securely through our website: www.thesouthgatepharmacy.com
- All complaints will be addressed promptly. We aim to respond within 24 hours, and no later than 7 business days.
- Identify pharmacy staff through proper identification, including name and job title, and to request a supervisor at any time.
- Choose your healthcare provider.
- Receive detailed information about the services we provide directly or through contracted partners, including any limitations to those services.
- Receive clear explanations of charges—both oral and written—before services or medications are provided. This includes:
- Expected payments from Medicare, Medicaid, or other insurance,
- Any out-of-pocket costs you may be responsible for, and
- A full explanation of any forms you are asked to sign.
- Be informed of any financial benefits South gate Pharmacy may receive when referring you to other organizations.
- Be notified in advance if there are any changes to your care plan.
- Receive information in a format or language you understand.
- Be treated with dignity and respect, with full recognition of your individuality and privacy.
- Be informed of your responsibilities as a patient under our care.
- Involve family members or a personal representative in your treatment or service decisions, with your permission and in accordance with applicable laws.
- Be informed of generic or therapeutic substitutions for your prescribed medications, when applicable.
- Be promptly notified of any manufacturer or FDA recalls that affect your medications.
- Receive written notice if South gate Pharmacy is considered "out-of-network," resulting in higher costs, before services begin.
- Be informed about available patient assistance programs to help you access necessary medications.
- Redirect your prescription to another pharmacy if we are unable to source your medication in a timely manner.
- Decline participation, withdraw consent, or opt out of our patient management program at any time.
- Understand the purpose and philosophy of our patient management program, including its benefits and services.
PATIENT RESPONSIBILITIES
- Follow the care plan prescribed by your physician and discussed with pharmacist.
- Take an active role in developing your treatment plan to ensure it meets your individual needs.
- Provide accurate and complete health and personal information, to the best of your knowledge, so we can deliver appropriate care and services.
- Ask questions if anything about your treatment, services, or medication instructions is unclear.
- Communicate concerns or report any unexpected changes in your health or potential risks related to your care.
- Notify us in advance if you will not be available to receive a scheduled delivery of medication or supplies.
- Treat pharmacy staff with respect and dignity, without discrimination of any kind.
- Use your prescribed medications, supplies, or equipment responsibly, following the instructions provided, and only for the person for whom they were prescribed.
- Inform us promptly of any changes in your physical condition, prescription, insurance, address, or contact information—whether temporary or permanent.
- Pay all invoices upon receipt, understanding that unpaid accounts may be subject to collection procedures.
- Understand that South gate Pharmacy acts as your agent in processing insurance or benefit claims but cannot guarantee payment. Your account will be credited only once payment is received from your insurance provider.
- Submit required forms to participate in South gate Pharmacy’s patient management program, as required by law.
- Inform your healthcare provider of your participation in South gate Pharmacy’s services and management programs.