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Patient Rights &

Sentara Case Management Pharmacy recognizes that patients have inherent rights. Patients who feel their rights have not been respected, or who have questions or concerns, should talk to the pharmacist on duty.

Patients and their families also have responsibilities while under the care of Sentara Case Management Pharmacy to facilitate the provision of safe, high-quality health care for themselves and others. The following patient rights and responsibilities shall be provided to, and expected from, patients or legally authorized individuals.

To ensure the finest care possible, as a patient receiving our pharmacy services, you should understand your role, rights and responsibilities involved in your own plan of care.


As our patient, you have the right to:

  1. Select those who provide you with Pharmacy services.
  2. Receive the appropriate or prescribed services in a professional manner without discrimination relative to your age, sex, race, religion, ethnic origin, sexual preference or physical or mental handicap.
  3. Be treated with friendliness, courtesy and respect by each and every individual representing our Pharmacy, who provided treatment or services for you and be free from neglect or abuse, be it physical or mental.
  4. Assist in the development and preparation of your plan of care that is designed to satisfy, as best as possible, your current needs, including management of pain.
  5. Be provided with adequate information from which you can give your informed consent for commencement of services, the continuation of services, the transfer of services to another health care provider, or the termination of services.
  6. Express concerns, grievances, or recommend modifications to your Pharmacy regarding services or care, without fear of discrimination or reprisal.
  7. Request and receive complete and up-to-date information relative to your condition, treatment, alternative treatments, risk of treatment or care plans.
  8. Receive treatment and services within the scope of your plan of care, promptly and professionally, while being fully informed as to our Pharmacy’s policies, procedures and charges.
  9. Request and receive data regarding treatment, services, or costs thereof, privately and with confidentially.
  10. Be given information as it relates to the uses and disclosure of your plan of care.
  11. Have your plan of care remain private and confidential, except as required and permitted by law.
  12. Receive instructions on handling
    drug recall.
  13. Confidentiality and privacy of all information contained in the client/patient record and of Protected Health Information; PHI will only be shared with the Medication Management Program in accordance with state and federal law.
  14. Receive information on how to
    access support from consumer advocates groups.
  15. Receive pharmacy health and safety information to include consumers rights and responsibilities.
  16. 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.
  17. Be informed, both orally and in writing, in advance of care being provided, of the charges, including payment for care/service expected from third parties and any charges for which the client/patient will be responsible.
  18. Receive information about the scope of services that the organization will provide and specific limitations on those services.
  19. Participate in the development and periodic revision of the plan of care.
  20. Refuse care or treatment after the consequences of refusing care or treatment are fully presented.
  21. Be informed of client/patient rights under state law to formulate an Advanced Directive, if applicable.
  22. Have one’s property and person treated with respect, consideration, and recognition of client/patient dignity and individuality.
  23. Can identify visiting personnel members through proper identification.
  24. Be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of client/patient property.
  25. Voice grievances/complaints regarding treatment or care, lack of respect of property or recommend changes in policy, personnel, or care/service without restraint, interference, coercion, discrimination, or reprisal.
  26. Have grievances/complaints regarding treatment or care that is (or fails to be) furnished, or lack of respect of property investigated.
  27. Confidentiality and privacy of all information contained in the client/patient record and of Protected
    Health Information.
  28. Be advised on agency’s policies and procedures regarding the disclosure of clinical records.
  29. Choose a health care provider, including choosing an attending physician, if applicable.
  30. Receive appropriate care without discrimination in accordance with physician orders, if applicable.
  31. Be informed of any financial benefits when referred to an organization.
  32. Be fully informed of one’s responsibilities.


As a patient, you have the responsibility to:

  1. Provide accurate and complete information regarding your past and present medical history and contact information and any changes.
  2. Agree to a schedule of services and report any cancellation of scheduled appointments and/or treatments.
  3. Participate in the development and updating of a plan of care.
  4. Communicate whether you clearly comprehend the course of treatment and plan of care.
  5. Comply with the plan of care and clinical instructions.
  6. Accept responsibility for your actions, if refusing treatment or not complying with, the prescribed treatment
    and services.
  7. Respect the rights of Pharmacy personnel.
  8. Notify your Physician and the Pharmacy with any potential side effects and/or complications.
  9. Notify Sentara Case Management Pharmacy by telephone when medication supply is running low so refill maybe shipped to you promptly.
  10. Maintain any equipment provided,
    if applicable.


Specialty Pharmacy Patients have the below additional rights and responsibilities:

  1. The right to have personal health information shared with the patient management program only in accordance with state and federal law.
  2. The right to identify the program’s staff members, including their job title, and to speak with a staff member’s supervisor
    if requested.
  3. The right to speak to a health care professional.
  4. The right to receive information about the patient management program.
  5. The right to decline participation, revoke consent or dis-enroll at any point in time. Please contact our team to opt out.
  6. The responsibility to give accurate clinical and contact information and to notify the patient management program
    of changes in this information.
  7. The responsibility to notify their treating prescriber of their participation in the medication management program.
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