Patient guide

Welcome to Alliance Pharmacy –⁠ Plano

Thank you for choosing us to be your pharmacy provider. Our dedicated pharmacy team is excited to work with you, your doctor, and your insurance company to ensure that all your needs are met.

As a pharmacy patient, you will have one-on-one direct contact with our pharmacists who will develop a program tailored to you, so you can understand and follow your prescription guidelines.

Our services

• We serve patients across Texas and surrounding areas and are licensed to dispense and deliver medications in CO, CT, FL, GA, LA, MD, MS, NC, NJ, PA, RI, SC
• Individualized care from trained pharmacists and support staff experienced in your condition
• Help with insurance approval and access to financial assistance programs
• Free and timely medication shipping, including cold-chain medications
• Access to clinically trained personnel 24 hours a day, 7 days a week
• Refill reminders and follow-ups

We look forward to providing you with the best service possible. We know you have many options, and we thank you for choosing Alliance Pharmacy –⁠ Plano.

Hours and holidays

• Monday – Friday9:00 AM – 6:00 PM
• Saturday and SundayClosed

Alliance Pharmacy –⁠ Plano will be closed on the following holidays:

• All Federal Holidays
• Labor Day
• Memorial Day
• Independence Day, July 4th
• Thanksgiving Day
• Christmas Eve
• Christmas Day
• New Year's Day

When to contact us

• If you have questions or concerns about your medication(s)
• If you suspect a reaction or allergy to your medication(s)
• If a change has occurred in your medication(s) usage
• If your contact information or delivery address has changed
• To obtain an order status or report a delivery delay
• If your insurance information or payment source has changed
• To check the status of your order, discuss an order delay or reschedule your delivery
• To receive claims related information
• To get a refill of your prescription
• To ask about pricing options or savings programs for your medication(s)
• To have a prescription transferred

Important information about your medication and our services

Filling a prescription and obtaining a refill

• Your doctor can send us your prescription, or you can provide it to us in person.
• You will be contacted by a team member 5–7 days prior to your refill date. If you would like to contact us for a refill, you can call us and speak to a pharmacy team member to process your refill request.
• When your order arrives, open the package and ensure that everything is correct. Contact us within one business day to report any issues.
• If you have lost your medication or supplies, or if you need your prescription(s) in advance of travel, please call us, and our staff will work with you and your insurance company to ensure that your medications are covered and that there is no lapse in therapy.

Prescription transfers

• If we are no longer able to fill your medication, we will transfer it to another pharmacy and let you know.
• You may also request to transfer your prescriptions at any time by calling the pharmacy.

Drug substitution

• We may substitute with a generic drug to reduce costs or meet insurance requirements.
• We will use brand name medications at your doctor’s request. Please be aware this may require insurance approval.

Financial information

• Before your care begins, a staff member will inform you of your out-of-pocket costs such as deductibles, copays and coinsurance.
• We will submit claims to your health insurance carrier and, if your claim is denied, a staff member will notify you so that we can work together to resolve the issue.
• We will notify you if we are an out of network pharmacy and will provide you with the cash price of the medication upon request.
• We can help you access financial assistance programs when available.

Proper disposal of medications and sharps

Unused or expired medications should not be flushed or thrown in the trash unprotected. Instead, follow these guidelines:

• Use a local medication take-back program or drop box.
• If unavailable, mix medications with coffee grounds or cat litter, place in a sealed bag, and dispose of in household trash.
• For sharps (needles or syringes), use a sharps container. Do not return sharps to the pharmacy.

For more information, see the FDA’s pages on medication disposal and sharps disposal.

Drug recalls

If your medication is recalled, we will contact you and coordinate with your provider for an alternative.

Adverse reactions

An adverse reaction is defined as “Any unfavorable or unintended sign, symptom, or disease temporarily associated with the use of a drug.” Side effects can sometimes happen when you start a new medication.

If you feel something unexpected or uncomfortable, contact your pharmacist or doctor. In an emergency, call 911.

Issues or concerns

We want you to be completely satisfied with the care we provide. If you or a caregiver have any issue with your medication, the services rendered, or any other issues related to your order, please contact us directly by phone, email or in writing to discuss your concerns.

Telephone

432-287-5044

Toll-free

866-592-0344

Email

alliancepharmacyplano@gmail.com

In writing

Alliance Pharmacy - Plano, 4152 W Spring Creek Pkwy., Ste. 160, Plano, TX 75024

If you wish to seek further review of a concern, you may contact:

Emergency disaster preparedness plan

We’re here for you during emergencies.

We have a plan in place to ensure you receive your medications during events like severe weather or natural disasters.

What to expect if an emergency is approaching

• We may contact you in advance to arrange early delivery of your medications.
• If delivery isn’t possible, we’ll transfer your prescription to another pharmacy to avoid disruption.
• If you miss a dose, please reach out so we can coordinate delivery or transfer and prevent further missed therapy.

How to reach us during an emergency or disaster

• Telephone: 432-287-5044
• Toll-free: 866-592-0344
• If you’re impacted and worried about your medication or the delivery of your medication, contact us as soon as it’s safe to do so.

In life-threatening situations

Always call 911 or go to the nearest emergency room immediately.

Infection control

According to the Centers for Disease Control (CDC), the most important step to prevent the spread of germs and infections is hand washing. You can help yourself and your loved ones stay healthy by washing your hands often, especially during these key times when you are likely to get and spread germs:

• Before, during, and after preparing food
• Before eating food
• Before and after caring for someone at home who is sick with vomiting or diarrhea
• Before and after treating a cut or wound
• After using the toilet
• After changing diapers or cleaning up a child who has used the toilet
• After blowing your nose, coughing, or sneezing
• After touching an animal, animal feed, or animal waste
• After handling pet food or pet treats
• After touching garbage

Follow these 5 steps every time you wash your hands

1. Wet your hands with clean, running water (warm or cold), turn off the tap, and apply soap.
2. Lather your hands by rubbing them together with the soap. Lather the backs of your hands, between your fingers, and under your nails.
3. Scrub your hands for at least 20 seconds. Need a timer? Hum the “Happy Birthday” song from beginning to end twice.
4. Rinse your hands well under clean, running water.
5. Dry your hands using a clean towel or air dry them.

Proper hand sanitizer use

• Apply the gel product to the palm of one hand (read the label to learn the correct amount).
• Rub your hands together.
• Rub the gel over all the surfaces of your hands and fingers until your hands are dry.
• This should take around 20 seconds.

Patient rights and responsibilities

As our patient, you have the right to:

• Be fully informed in advance about care/service to be provided, including the disciplines that furnish care and the frequency of visits, as well as any modifications to the plan of care
• Be informed, in advance both orally and in writing, of care being provided, of the charges, including payment for care/service expected from third parties and any charges for which the patient will be responsible
• Receive information about the scope of services that the organization will provide and specific limitations on those services
• Participate in the development and periodic revision of the plan of care
• Refuse care or treatment after the consequences of refusing care or treatment are fully presented
• Have one’s property and person treated with respect, consideration, and recognition of patient dignity and individuality
• Be able to identify visiting personnel members through proper identification
• Be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of patient property
• Voice grievances/complaints regarding treatment or care or lack of respect of property, or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal
• Have grievances/complaints regarding treatment or care that is (or fails to be) furnished, or lack of respect of property investigated
• Confidentiality and privacy of all information contained in the patient record and of Protected Health Information (PHI)
• Be advised on the agency’s policies and procedures regarding the disclosure of clinical records
• Choose a healthcare provider, including an attending physician, if applicable
• Receive appropriate patient-centered care in accordance with physician’s orders, if applicable
• Be informed of any financial benefits when referred to an organization
• Be fully informed of one’s responsibilities

As our patient, you have the responsibility to:

• Give accurate clinical/medical and contact information and provide notification of changes in this information
• Submit forms that are necessary to receive services
• Maintain any equipment provided
• Notify the organization of any concerns about the care or services provided

How we use and protect your health information is described in our Notice of Privacy Practices.