Civil Rights

We strive to provide equitable access to our services and provide a number of Accessibility aids free of charge to our clients. If you believe that IV SOLUTIONS RX has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability or sex, you can file a grievance with:

    IV Solutions RX
    Attn: Civil Rights Coordinator
    5315 Avion Park Drive
    Suite 120
    Tampa, FL 33607
    Telephone Number: 844-650-5802
    Fax: 844-277-0049

Complaints & Grievances

A patient and/or family member has the right to freely voice grievances and recommend changes in their care or services without fear of reprisal or unreasonable interruption of service. Service, product and billing complaints will be communicated to the Pharmacist-in-Charge and Board of Directors.

The complaints will be documented in the pharmacy complaint file and complaint file and completed forms will include:

Patient name
Address
Telephone number
Medical record number
Date of the complaint
Summary of the complaint
Name of the person making the complaint
Name of the person taking the complaint, date and time
Summary of Actions taken to resolve the complaint

All complaints will be handled in a professional manner. All logged complaints will be investigated, acted upon and responded to in writing, E-mail and/or by phone within 3 business days (72 hours for North Carolina Home Care patients) or sooner from the day of the receipt of the complaint. If there is no satisfactory resolution of the complaint, the next level of management will be notified progressively.

IV SOLUTIONS RX has offices in Florida and North Carolina, and you may wish to file a complaint with the appropriate state agency.

Florida

To report a complaint regarding the services you receive, please call the Florida Agency for Health Care Administration toll-free (1-888-419-3456)

To report abuse, neglect, or exploitation, please call the Florida Department of Children and Families toll-free (1-800-962-2873).

To file a Medicaid fraud and abuse complaint, call 888-419-3456 / 800-955-8771 Florida Relay Service (TDD number) OR visit the Florida Agency for Healthcare Administration

Florida Statewide Medicaid Managed Care

North Carolina

To file a complaint with the North Carolina Division of Health Services Regulation

By Phone→ Complaint Hotline: 1-800-624-3004 or 919-855-4500
By Fax→ 919-715-7724
By Mail→ Complaint Intake Unit 2711 Mail Service Center Raleigh, NC 27699-2711

NC Board of Pharmacy:

If you have questions regarding how to fill out/submit the complaint form you may contact the Complaint Coordinator by phone at 919-246-1050.

For patients in Maine, you may file a complaint against the pharmacy with:

Complaint Coordinator
Office of Professional and Occupational Regulation
35 State House Station
August, ME 04333

For patients in Texas, complaints concerning the practice of pharmacy may be filed with:

Texas State Board of Pharmacy
William P. Hobby Building, Suite 3-500
333 Guadalupe Street Austin, Texas 78701
(512)305-8000
www.pharmacy.texas.gov

We can assist you in contacting the appropriate state agency or third-party payer (health plan) if needed.

Civil Rights Complaints

You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, electronically through the Office for Civil Rights Complaint Portal, available at https://ocrportal.hhs.gov/ocr/portal/lobby.jsf, or by mail or phone at:

    U.S. Department of Health and Human Services,
    200 Independence Avenue, SW
    Room 509F, HHH Building
    Washington, D.C. 20201
    Telephone Number: 1-800-368-1019, 800-537-7697 (TDD)

Complaint forms are available at https://www.hhs.gov/ocr/office/file/index.html

File a Complaint with the ACHC

ACHC is an internationally recognized accrediting body with customers throughout the United States and beyond. They are committed to providers, customer service, and quality patient care. IV Solutions RX is pleased to be accredited by ACHC for both our Specialty Pharmacy and Home Infusion Therapy services. ACHC will document and investigate all complaints against its currently accredited organizations such as IV Solutions RX or ACHC itself. Complaints may be submitted to ACHC via phone, email, fax or online. ACHC regards all complaints as confidential and it is their policy to protect your name. However, it may become necessary to reveal your identity in order to validate your complaint.

For more information on ACHC’s complaint process, please contact ACHC’s Complaints Department at 855-937-2242.

File a Complaint with URAC

URAC is an independent nonprofit accrediting agency that sets the highest standards in quality and safety. IV SOLUTIONS RX is accredited by URAC as a Mail Order Pharmacy and a Specialty Pharmacy. If you’d like to file a grievance with the accrediting agency, visit here: https://www.urac.org/contact/file-a-grievance/

Report Fraud, Waste, & Abuse

IV Solutions RX has completed training from the Center for Medicare & Medicaid Services on Combating Medicare Parts C and D Fraud, Waste, & Abuse. We implemented policies and procedures as recommended by the Pharmacy Consulting Service to curb fraud, waste, and abuse.

Centers for Medicare & Medicaid Services

US Department of Health & Human Services Department of Inspector General

Centers for Medicare & Medicaid Services (CMS) Medicaid Integrity Program

CMS Prescription Drug Benefit Manual