Patient Advocacy

Pharmacist Assistance

Ganse Apothecary pharmacists are specially trained on the medication you are taking and are available to answer your questions. A licensed pharmacist is available 24 hours a day, 7 days a week, for any urgent needs related to your medication. If you need a pharmacist after normal business hours, please call 717.394.5671 and select option 5 to reach the on-call pharmacist.

Specialty Insurance Services

Prior Authorizations: Ganse Apothecary will work with your physician and your prescription insurance company to help with the prior authorization process that is often required by many plans for coverage of specialty medications. This process may often take a few business days to complete but our team will ensure that you and the prescriber are informed of each step in the process.

Appeals: If your prescription plan denies coverage for your medications, or if you disagree with the benefits or coverage of your medications, you may have the right to file an appeal with your health plan. Contact us or your health plan for more information.

Financial Assistance: If you do not have prescription drug coverage or if you cannot afford your copay, a specially trained member of our team will work with you to find available assistance for paying for your medication. We work with various foundations and manufacturer sponsored programs that may provide financial assistance to eligible patients.

Consumer Advocacy Support

We are here to serve and assist you in any way we can to help you manage your health and medication therapy. This includes providing health care educational materials or helping you find resources in your community. Please do not hesitate to contact us with any questions that you may have.

Prescription Drug Recalls & Market Withdrawals

Ganse Apothecary follows the drug recall guidelines set forth by the FDA, drug manufacturers, drug distributors, and/or state and federal regulatory agencies.

A team member will contact you and your prescriber in the event of an FDA Class I recall at the consumer level or upon learning of any other safety issue with your medication. We will inform you of what the issue is, instructions on how to return or dispose of your medication, and coordinate with your prescriber and insurance company to ensure you have medication available.

Medication Safe Handling & Disposal

Ganse Apothecary encourages you to dispose of your medications safely and provides education and materials to help you do so. Please call us with any questions you have regarding safe medication disposal. To help identify a permanent drug disposal site near you, please go to www.nabp.pharmacy/initiatives/awarxe/dispose-safely/ and use their online search tool.

Medications Not Available at Ganse Apothecary

If you cannot obtain a medication at Ganse Apothecary, our team will work with you and another pharmacy to ensure you receive your prescribed medication. Once a pharmacy that can dispense your medication is found, one of our pharmacists will contact them and transfer your prescription.

Reasons why we may not be able to dispense your medication may include your insurance company requiring a specific specialty pharmacy to be used, or the medication is a limited distribution drug where only specific specialty pharmacies have access to it.

Patient Complaints & Concerns

Delivering exceptional customer service and taking your concerns seriously are a top priority of ours. We encourage you to notify us promptly of any quality or safety complaints, concerns, or suspicions of a medication error. Please call 717.394.5671 (option 3) and a member of our specialty pharmacy team will listen to your concern and either correct it immediately or escalate it to a pharmacist or manager for assistance.

If you are not satisfied with our initial response to your concern, please ask to speak with the Specialty Pharmacy Manager or Chief Executive Officer. Every complaint or concern received shall be reviewed and you will receive a response from a team member.

If you would still like to escalate your concern after speaking with the CEO, you may contact the following accreditation agencies that our specialty pharmacy is accredited by:

1. Calling The Joint Commission (TJC) at 630.792.5800 or visiting their website at: https://www.jointcommission.org/resources/patient-safety-topics/report-a-patient-safety-event/

2. Submitting an online form on the Utilization Review Accreditation Commission’s (URAC) website at "https://www.urac.org/contact/file-a-grievance/

Prescription Transfers & Disenrollment

If you would like your prescription transferred to another pharmacy, please contact us and we will transfer the prescription on your behalf. You may change specialty pharmacies at any time by alerting us of your request.