The following questions represent some of the most common questions we receive. The answers below are a guide and are not intended to replace the need to consult a professional nurse or pharmacist. Please call 1-800-755-4704 to speak with a nurse or pharmacist 24 hours per day, 7 days per week.
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Q. What should I do if I won't be home to receive my delivery?
A. If you are not able to be home to receive your delivery notify Chartwell. We will discuss delivery options with you. Deliveries can be placed at a designated space at your home or delivered to a relative or neighbor with your permission.
Q. Can medications and supplies be returned for credit?
A. No. Credit is not issued for medication or supplies once delivered to your home. Pennsylvania State Board of Pharmacy prohibits the return of any medication, supplies or enteral formula to Chartwell Pharmacy for credit and/or reuse for another patient. Once medication and supplies are removed from the pharmacy they must be destroyed or donated for teaching purposes only.
Q. What do I do with the remaining supplies once my therapy is completed?
A. You should have minimal supplies remaining at the completion of your therapy. Remaining supplies can be discarded in your trash or donated to your nursing agency for teaching purposes only.
Q. When can I expect my medication to be delivered?
A. Medication and supplies are normally delivered the day before they are needed. The Chartwell Representative will provide you with specific information regarding the day and time-frame in which you will receive your delivery.
Q. I'm out of supplies and I still have doses of medication that need to be infused. Why didn't I receive enough supplies?
A. We make every effort to ensure you receive enough supplies to complete your therapy. A Chartwell representative will contact you weekly to review the supplies you have available for use in your home. It is important to count the supplies as accurately as possible. If you require additional supplies due to an error, notify Chartwell as soon as possible during regular business hours to have replacement supplies sent with your next scheduled delivery. Chartwell is available 24 hours per day, 7 days per week if supplies are needed in an emergency situation.
Q. Who determines how many supplies I will need?
A. A Chartwell nurse and pharmacist determine what type of supplies and how many supplies you will need to administer your therapy based on the type of medication, how often it will be infused and what type of IV catheter you have. The amount of supplies you need may change based on changes to your medication schedule and lab results.
Q. How do I order more supplies?
A. To order supplies, you may use the Chartwell website or contact your team Patient Pharmacy Associate. This information is located in your Chartwell folder. The Chartwell receptionist can also direct you to the appropriate Chartwell representative who will guide you through the inventory process by asking you to count all supplies on-hand. The Chartwell representative will then calculate the number of supplies needed for the number of doses of medication being sent and take into consideration any labs to be drawn.
Q. What supplies does Chartwell provide?
A. Chartwell provides all medication and supplies required to administer your IV or nutritional therapy. Durable medical equipment such as walkers, beds, commode chairs, diapers, wound care supplies as well as oxygen equipment is not provided. Please contact the company that provides you with those supplies.
Q. What do I do with the pump I received?
A. The pump used to administer your therapy is the property of Chartwell Pennsylvania and MUST be returned upon completion of your therapy. You will be contacted by Chartwell to schedule pick-up of the pump. You may also call Chartwell to schedule the pump pick-up.
