Every patient at Medlock Pharmacy has the rights described below. These rights apply regardless of how you came to us, what you take, or how you pay. We also share a few responsibilities with you so we can keep your medications safe and your therapy on track. Please read both.
Your Rights
1. Respectful service
You have the right to be treated with dignity and respect at every visit, regardless of race, ethnicity, color, national origin, religion, sex, sexual orientation, gender identity, age, disability, language preference, or ability to pay. Your personal and cultural values will be honored.
2. Confidentiality
Your protected health information will be kept confidential and used only as described in our Notice of Privacy Practices. Conversations about your medications will, whenever possible, be conducted in a way that protects your privacy.
3. Clear medication information
You have the right to clear, accurate information about your medication, including:
- Generic and brand names
- Dose and how to take it
- What it is intended to treat
- Common and serious side effects
- Important interactions with other medications, food, or alcohol
- Proper storage
- What to do if you miss a dose
You may request this information verbally, in writing, or both. We will explain it in plain language and answer your questions.
4. The right to refuse
You have the right to refuse a medication, vaccination, or recommended service at any time. Refusal will not affect future access to care at our pharmacy.
5. Access to your prescription records
You have the right to request a copy of your prescription records for your personal use, or to have records transferred to another pharmacy. We will provide records promptly, in compliance with federal and state law.
6. The right to file a complaint without retaliation
You have the right to file a complaint about your care or our services without fear of retaliation. You may file a complaint:
- With us— contact our Compliance Officer using the information at the end of this notice. We will investigate and respond.
- With the Georgia State Board of Pharmacy: gbp.georgia.gov — the Board accepts complaints in writing or online and has its own complaint procedures and timelines.
- With the U.S. Department of Health and Human Services Office for Civil Rights for HIPAA-related complaints: www.hhs.gov/ocr/privacy/hipaa/complaints/.
7. Choose your pharmacy and pharmacist
You have the right to choose Medlock Pharmacy as your pharmacy and to request a specific pharmacist on our team when available. No insurance plan, prescriber, or third party can force you to fill a prescription at any particular pharmacy. If you ever feel coerced toward a different pharmacy, please let us know — we'll help you understand your options.
8. Generic and lower-cost alternatives
Where it is clinically appropriate and permitted by your prescriber, you have the right to be informed of generic or lower-cost alternatives to a brand-name medication. We will tell you the price difference and walk you through any clinical considerations.
9. Advance cost estimates
Before we fill a prescription, you have the right to ask what it will cost — including with insurance, without insurance, with a manufacturer coupon, or with a discount program. We will provide a good-faith estimate based on the information available to us at the time.
10. Notification of medication recalls
You have the right to be notified if a medication we have dispensed to you is subject to an FDA-issued recall or a manufacturer safety alert. We will reach out using the contact information we have on file.
11. A surrogate decision-maker
You have the right to involve a family member, caregiver, or legally authorized surrogate decision-maker in conversations about your medications. If you have given someone medical power of attorney or if someone is your legal guardian, that person can exercise your rights on your behalf. We may ask for documentation before acting on instructions from someone else.
12. Language assistance
We will make reasonable efforts to provide language assistance, including translated materials or a phone interpreter, at no cost to you. If you need assistance in a language other than English, please tell the pharmacist on duty.
13. Auxiliary aids and services
We provide auxiliary aids and services for patients with disabilities, including for hearing, vision, and cognitive accommodations, where reasonably required to enable equal access to our services. Please tell us what you need.
14. A written copy on request
You have the right to a written copy of this Patient Bill of Rights at any time. Ask the pharmacist on duty, or print this page using the "Print or save PDF" button at the top.
Your Responsibilities
For us to take the best care of you, we ask that you share these responsibilities with us:
1. Provide accurate information
Tell us about your full medical history when relevant — allergies, current prescription medications, over-the-counter medications, supplements, and any chronic conditions. The more we know, the more reliably we can check for interactions and recommend the right options.
2. Notify us of changes
Let us know when something changes — a new prescription from another doctor, a new allergy, a change of insurance, a change of address or phone number, or if you start or stop a medication or supplement.
3. Follow your care plan
Take your medications as directed by your prescriber. If the plan stops working for you, talk with us or with your prescriber rather than stopping on your own.
4. Cancel deliveries you don't need
If you have a delivery scheduled and won't be home, or no longer need the medication, please call or message us in advance so we can adjust the route.
5. Notify us if you stop a medication
Let us know if you discontinue a medication so we can update our records and check whether the change affects anything else you take.
6. Be financially responsible for non-covered services
You are responsible for amounts not covered by your insurance — copays, deductibles, and any service or item that your plan does not cover. We'll always tell you what something will cost before we fill it.
7. Ask questions
If something is unclear about your medication or our service, ask. There is no question too small. We'd rather you ask twice than guess once.
8. Report problems promptly
If you have a problem with a prescription — missing from a delivery, looks different than expected, isn't working as it should, or you're experiencing a side effect — please tell us right away. We can usually fix problems faster the sooner we hear about them.
Compliance Officer Contact
Theresa Usta, PharmD
Compliance Officer
Medlock Pharmacy
11035 Medlock Bridge Road, Suite 40
Johns Creek, GA 30097
Phone: (678) 691-1375
Email: info@medlockrx.com