Patient Safety & Complaints

1. In a Medical Emergency

In an emergency, call 911 or get to the closest emergency room without waiting. This website, your patient account, our email inbox and our phone line are not watched around the clock, so none of them can get you emergency help, and nobody on our team is able to respond to one. Get emergency care for symptoms such as chest pain, difficulty breathing, fainting, swelling in the lips, tongue, face or throat, a rash that is severe or spreading, vomiting you cannot control, intense pain in the abdomen, or thoughts of hurting yourself or another person. Do not hold off on in-person care while you wait to hear back from us online.

2. Telling Us About Side Effects and Reactions

However small a side effect or unexpected reaction seems, we want to hear about it. Message your care team in your patient account, email help@telewaysrx.com or phone +1 (833) 627-2163, and put "Adverse event" in the subject line or say so as soon as the call starts. Include the name and dose of the medication, the time you took it, what you noticed and when it began. Each report goes to the physician who prescribed the medication and to Rush Pharmacy, the pharmacy that dispensed it. Both must keep a record of it, and we record it in our own safety log as well.

If the reaction is not severe, speak with your physician before you stop taking a medication. Your treatment can often be adjusted, and some medicines are not meant to be stopped all at once. A severe reaction is different: get emergency care first, then tell us once you are safe.

3. Reporting to the FDA Yourself

The FDA runs MedWatch, a program that accepts side effect reports directly from patients. You do not need our permission to use it, and we do not need to be involved. To file a report, phone 1-800-FDA-1088 or go to www.fda.gov/medwatch. A MedWatch report is separate from anything you tell us and has no effect on your care, and if you would like help filling one in, just ask. We encourage you to report, because MedWatch is how safety signals are picked up for compounded medicines and for medicines used off-label.

4. Problems With a Medication's Quality

Set aside, and do not take, any medication that reaches you damaged, discolored or leaking, that is expired or mislabeled, whose tamper-evident seal is broken, or that is not the medication or quantity you were prescribed. Photograph the product, its label and the outer packaging just as they arrived, hold on to all of it, and let us know that same day. We send quality complaints on to Rush Pharmacy, which dispensed the medication, so it can investigate. The Shipping Policy and the Refund Policy explain what we can do to put it right.

5. When a Medication Is Recalled

If a medication dispensed to you is recalled or withdrawn for safety reasons, you will hear about it from Rush Pharmacy, which uses the contact information on your prescription record, and from us, using the information in your account. Once you are told to stop, stop taking it, keep its packaging and get in touch with us. We replace or refund recalled medication free of charge, even though our Refund Policy otherwise treats dispensed prescriptions as final. Please make sure we always have your current email address and phone number, so that a safety notice does not miss you.

6. Making a Complaint

You can complain by email to help@telewaysrx.com, with "Complaint" in the subject line, by phone on +1 (833) 627-2163, or by letter to Alecky Seeker LLC, DBA Teleways Rx, 4097 S Highland Drive Ste 1B, Salt Lake City, UT 84124. Describe what went wrong and when it happened, name anyone involved if you can, and say how you would like it put right. With their permission, you can also complain for another person.

Nothing requires you to come to us before you contact a regulator, and making a complaint here never takes away your right to go to one.

7. How We Handle Your Complaint

Within one business day of receiving a complaint, we confirm we have it and tell you who your named contact is. Our aim is to resolve it within ten business days. If an investigation needs longer, we explain the reason and keep updating you, no less than once every ten business days, until the investigation is closed. Our findings, with the reasoning behind them, come to you in writing. Should the outcome not satisfy you, say so, and a more senior member of our team will look at it again before the matter is closed.

Teleways Rx holds its partnership agreement with Remedora Inc., our pharmacy and fulfillment partner. Remedora works with LocumTele, which supplies the physicians and the medical oversight, and with Rush Pharmacy, the pharmacy that dispenses and ships every prescription. We route each complaint according to what it concerns:

• Clinical care, such as a diagnosis, a decision about a prescription or how a physician behaved: we refer it to the treating physician and to the medical oversight that LocumTele provides.
• A medication you were dispensed, including its quality, labeling or packaging, or the way it was dispensed: we refer it to Remedora Inc. and to Rush Pharmacy.
• Billing, shipping, customer support or this website: we deal with it ourselves.
• Privacy or your health information: we handle it under our Privacy Policy, and pass it to the physician or pharmacy concerned wherever they are the covered entity.

8. Taking a Concern to a Regulator

Regulators are open to you at any stage: before you come to us, while we are looking into your complaint, or after we have finished. If you complain to one, we will share whatever records we have on your care or order to support it, and we will never penalize you or turn you away for doing so. The regulator to contact depends on the kind of concern:

• How a physician behaved, or the clinical judgment they used: the medical board for the state you were in when your visit took place.
• How a medication was dispensed or labeled, or its quality: the board of pharmacy in the state that licenses the dispensing pharmacy, Rush Pharmacy. Your prescription label and paperwork show the pharmacy and its state.
• A side effect, a possible defect in a medication's quality, or any other drug safety issue: the FDA, using MedWatch on 1-800-FDA-1088.
• Consumer protection issues, including billing and advertising: the Federal Trade Commission, or your state's attorney general.
• How your protected health information was handled: the Office for Civil Rights at the U.S. Department of Health and Human Services.

9. Our Promises When You Raise a Concern

Continued service, a replacement or a refund will never depend on you signing a non-disparagement agreement, giving up any legal right, or dropping a complaint you have made to a regulator. We never trade a refund or a discount for a review being taken down or edited. No complaint is closed until you have been told the outcome.

10. Where to Send Reports and Complaints

Send safety reports and complaints to help@telewaysrx.com or call +1 (833) 627-2163. We are available Monday to Friday, and anything that arrives outside those hours is answered on the next business day. Letters go to Alecky Seeker LLC, DBA Teleways Rx, 4097 S Highland Drive Ste 1B, Salt Lake City, UT 84124.