PHONE (757) 553-3568     TOLL FREE (855) 553-3568
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Frequently Asked Questions

Frequently Asked Questions

What is a specialty pharmacy?

Specialty pharmacies manage high cost medications for complex health conditions. These medications often require special handling, disposal, and monitoring. Proprium Pharmacy team members help identify and remove barriers so patients are able to take their medications and improve their quality of life.

What services does Proprium Pharmacy provide?

  • A live answer by a team member every time you call during business hours
  • Support with insurance issues and financial assistance program enrollment
  • Refill reminder calls to help you refill your medications on time
  • Convenient delivery of your medication
  • Personalized care for every patient

How can you help us work to improve your health?

  • Be willing to ask questions when you don’t understand how to take your medications or our instructions
  • Try to always take your medications as prescribed.
  • Keep us informed about changes to your medications, phone number, address, or insurance.

How will I know if my order is delayed?

Meeting our promised delivery times is a top priority for Proprium Pharmacy; however, if an unforeseen delay occurs, we will contact you as soon as we learn of the delay to discuss the circumstances and will work with you to make new arrangements.

Also, if you don’t receive your order as expected, please let us know as soon as possible.

What are the hours for Proprium Pharmacy and how do I contact you?

Our business hours are Monday through Friday from 8:30 a.m. to 5:30 p.m. EST. Please contact us at 757-553-3568 or toll free at 855-553-3568 or you may visit us in person at 535 Independence Parkway, Suite 400, Chesapeake, VA 23320.

We also have a pharmacist on call 24 hours a day, 7 days a week for any emergent issues.

How much will my medications cost?

Medication costs vary based upon a patient’s insurance plan and the medication prescribed. We will be able to determine your out of pocket costs such as deductibles, co-pays, and co-insurance as soon as we have processed the claim with the insurance company. We will ensure you are aware of your financial responsibility before sending the medication to you.

What if my insurance company doesn’t cover my medications or I cannot afford the co-pay?

We have patient care advocates who are dedicated to working with your physician and insurance company to obtain coverage for your medications wherever possible. These patient care advocates also perform a thorough investigation and eligibility review of available patient financial assistance programs with the goal of lowering your cost as much as possible.

What if Proprium Pharmacy is not a preferred provider for my insurance?

If Proprium Pharmacy is considered out-of-network by your insurance, our patient care advocates will consult with your insurance company to determine what the cost difference is for you to use our pharmacy versus an in-network pharmacy. We will provide our costs to you in writing and will work with you to determine the best avenue for you to obtain your medication.

Does Proprium Pharmacy have access to all specialty medications?

Proprium Pharmacy has access to most specialty medications; however, in the event we do not have access to your medication, we will transfer your prescription to a pharmacy that can provide the medication. We will contact you to let you know which pharmacy will be taking over your care.

Will Proprium Pharmacy ever substitute my brand name medication with a generic version?

According to the FDA, an approved generic drug is the same as a brand name drug in dosage, safety, strength, quality, performance, and intended use and can be safely substituted. Proprium Pharmacy will substitute for the generic alternative unless your doctor indicates the brand product is medically necessary. Your insurance may charge a higher copay in these circumstances.

How do I pay for my medications?

You can pay for your medication using any major credit card or debit card. We also accept FSA and HSA cards.

How do I receive my medications?

Your medications will be shipped to you via a local or national courier service. Confidential packaging is used to ensure protection of your privacy.

What is the cost for delivery?

Nothing—the pharmacy will deliver your medication at no charge.

How do I refill my medication?

One of our staff members will contact you about 7 days prior to your refill due date to coordinate the delivery of your medications and needed supplies. These reminder calls are designed to serve as a reminder to refill your medications on time. If you don’t hear from us and are due for your refill, please call 757-553-3568 or toll-free 855-553-3568.

How will I know if my order is delayed?

Meeting our promised delivery times is a top priority for Proprium Pharmacy. However, if an unforeseen delay occurs, we will contact you as soon as we learn of the delay to discuss the circumstances and will work with you to make new arrangements.

How should I dispose of unused medications?

Please contact the pharmacy for instructions or go to the following websites for information and instructions:

What if I would like to report an error or a complaint?

We are hopeful that each of your interactions with us reflects the exceptional service we seek to provide. Should we ever fall short, please contact us at 855-553-3568 and share the details of your concern. Concerns may be further escalated to our administrative team at 757-553-3000 if you feel we have not adequately resolved the issue.

How will I know if my medication is recalled and what should I do?

Proprium Pharmacy receives alerts when a medication is recalled and we follow the provided recommendations from the FDA. We will reach out to you if you have received an affected product that requires action. Please call us if you have any questions regarding a recalled product.

What should I do if I am experiencing side effects to my medication?

Call 911 immediately if you believe your symptoms are life threatening. Otherwise, please contact the pharmacy at 757-553-3568 or toll-free at 855-553-3568 any time of day and one of our pharmacists will help guide you.

How can I inquire about my order's status?

Please contact the pharmacy at 757-553-3568 or toll-free at 855-553-3568 and we can inform you of your order status.

Can I communicate with you by TTY or other assistive telephone device?

Absolutely. We utilize Virginia Relay (dial 7-1-1) to assist us with communication with patients who require these services. You may also designate a caregiver or family member to speak with us if you prefer.