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Specialty Pharmacy Patient Rights

You have the right to…

  • Ask us to explain your treatment plan. This includes how often you will visit us. And if you don’t understand any changes to your treatment, just ask.
  • Say “no” to anything we suggest.
  • Know how much you will need to pay for our services. And we will tell you how much your insurance will need to pay. We will discuss this with you and give it to you in writing.
  • Work with us to find the best way to help you get better. This includes helping create and make any changes to your treatment plan.
  • Know that you have the right to make an Advanced Directive. This is a legal writing that explains your treatment wishes as you near the end of your life.
  • Receive care, no matter what your age, race, ethnicity, culture, color, national origin, language, sex, gender identity or expression, sexual orientation, appearance, socioeconomic status, physical or mental disability, religion, or diagnosis.
  • Feel free to tell us your concerns, issues or complaints. Don’t be afraid to speak up about your care. If you have a problem, we will look into it.
  • Learn how we protect your privacy and personal information.
  • Choose your health care providers.
  • Know if you would save money by using another pharmacy.
  • Have us explain your duties as a patient.
  • Speak to a health professional if and when you choose to.
  • Know the names of your pharmacy team members and their titles, and speak to their supervisor when requested.
  • Receive administrative information regarding changes in, or termination of, the patient management program.

What can I do to improve my care at UK Specialty Pharmacy?

  • Make sure your doctor knows that you get your medicines from us.
  • Speak up! Tell us or UK HealthCare your concerns about our services.
  • Make sure we have all the forms we need for your treatment. These could be insurance forms or records from other doctors.
  • If you have complaints or conflicts

    • Provide us with accurate contact information for you and keep us informed of any changes throughout your care.
    • You can complain about anything without worry. If you don’t want to talk to your doctor or nurse, please contact the patient representative at 859-257-2178.
    • If you have conflicts about care, you may ask your nurse or the patient representative how to contact the Ethics Committee by calling Hospital Administration at 859-257-9474 to help resolve those conflicts.
    • If you still have a complaint, you may contact the Kentucky Office of Inspector General at 800-372-2973.
    • Patients in the Kentucky Clinic who have conflict may go to the Information Desk on the first or third floors and ask KY Clinic Administration to be notified at 859-257-6780.
    • You may also contact the Joint Commission on Accreditation of Healthcare Organizations at 800-994-6610 or email to: complaint@jcaho.org; or mail to|

      Office of Quality Monitoring
      The Joint Commission
      One Renaissance Boulevard
      Oakbrook Terrace, IL 60181

      You may also call the Accreditation Commission for Health Care (ACHC) toll-free at 855-937-2242 or visit https://www.urac.org/file-a-grievance.
  • To help us help you, please

    • Tell us everything we need to know about your condition and history.
    • Do what your doctor recommends or tell your doctor why you don’t want to follow the recommendations.
    • Be considerate of the people with whom you come in contact.
    • Take part in making your hospital stay safe; be an active and involved part of your health care team.
    • Provide your health insurance information or ask us about other options available to assist you with your payments.
    • Let us know if you have legal papers about end-of-life decisions, such as a living will or advance directives. Tell your nurse if you want to make a living will or advance directives Contact the Department of Patient & Family Services for more information at 859-323-5501.