Frequently Asked Questions

Find answers to the most asked questions from our patients in the guide below. If you have a question you can't find answered below, or if you need more information, please call us! 800.511.5144

How do I fill or refill my prescription?
We will call you when its time to schedule your refill. You can opt-in to receive text reminders for future refills. You can also call our toll free phone number, 800.511.5144, for 24/7 help scheduling refills, or with any other questions you may have. Read our Best Practices for Administering Medications and Handling Supplies for more information and recommendations on handling your medication.

How do I know if my insurance covers my medication? How do I know what I am responsible to pay for myself?
We will look into your insurance coverage and benefits when you start treatment. We will let you know what your coverage includes at that time. Its very important to communicate with us if you have any changes in insurance or coverage. This will ensure you receive your maximum benefit for your treatment, without gaps or delays in your coverage.Read and fill out the Assignment Agreement to best understand and plan for costs related to your care, and learn how we work with your insurance company to determine those costs.

How will I get my medication in the event of an emergency?
If you are having a medical emergency, please dial 911. Preparation is key in an emergency. We are prepared to handle natural disasters and other emergencies. We make every effort to coordinate with local healthcare agencies when needed. In general, we recommend keeping a 2-3 day supply of your medication on hand and a backup power supply available for your medical equipment and supplies whenever possible. Download our Emergency Management Plan to learn more about what to do in an emergency.

Where was my prescription filled?
Some processing of your prescription may have been done at one of our pharmacies in a different state than it was dispensed. In some cases, we may dispense your medication through our central fill partner, CVS Caremark Specialty Pharmacy.

How are prescription substitutions handled?
We may fill your prescription with a generic drug of equal quality as the brand name drug on your prescription. This change helps make sure your medication is both clinically effective and cost effective. Please ask a pharmacist if you have questions or concerns.

What is the Patient Management Program?
Our Patient Management Program is a clinical program designed to make sure you are fully supported throughout your treatment journey. You will learn how to manage side effects, improve your medication compliance and other information about your condition and overall health. We describe potential benefits of this program in your welcome call. We will also discuss limitations and how to disenroll. Limitations of this program include your willingness to follow the directions of your physician and pharmacist, and your compliance in taking your medication and discussing the details of your disease, medical history and current practices with your pharmacist so they have a full understanding of the situation.

How do I get the special equipment required for my therapy and how much will it cost?
We offer equipment rentals for specific therapies, such as IV poles, infusion pumps and other devices. Patients are responsible for the rented equipment that is property of our pharmacies. Patients must warrant the safety and safe keeping of said property, including but not limited to loss, theft, fire, or other damages whatsoever. If the equipment is lost, stolen, or otherwise damaged while in your possession, you will be liable for payment for the full purchase price of said equipment.For Medicare members, a full list of supplier standards for Medicare Durable Medical Equipment, Prosthetics, Orthotics, and Supplies (DMEPOS) can be found here, in section 42 CFR 424.57(c ).

How do I give permission for someone else to get my health information?
You can authorize anyone to access your health information or provide an alternate contact person for communication related to your care by completing this Disclosure form.

How do I dispose of unused medicine?
Medications are important for treating many conditions and diseases. However, they may be harmful if taken by someone that does not need them. It is important to dispose of prescription and over the counter drugs properly. This will avoid accidental exposure as well as intentional misuse. DON’T flush expired or unwanted medications down the toilet or drain unless the label specifically instructs you to do so. DO return unwanted or expired medications to a drug take-back program, or follow the steps for household disposal.You can find the steps for household disposal as well as tips and information about the importance of proper drug disposal here.

How do I dispose of my used sharps? How do I use the SHARPS-tainer?
Download our information for safe disposal of your used sharps and instructions for using your SHARPS container. Print this form and post it in the area you will be disposing of your sharps for easy reference.

How do I file a complaint?
We hope you are always happy with the care you receive at our pharmacies. However, we understand that you may need to let us know about an issue or provide feedback on how we can improve. We hope that you will reach out to us if you have concerns so we can make it right. To file a complaint, please call us at 800.511.5144 or fill out our complaint form. Forms can be mailed to AcariaHealth, Inc. 8517 Southpark Circle, Ste 200 Orlando, FL 32819. Download our complaint form.