ComplaintsforChartwell Pennsylvania, LP

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Chartwell Pennsylvania is the contracted Pharmacy for UPMC Health Insurance. They make it impossible to fill a prescription requiring patients to sign that they have received information that they won't send until the first shipment; requiring patients to provide them with access to all medical records and then saying that they don't actually use them they just want access. They require multiple hoops and phone calls that are beyond normal for a specialty pharmacy. On top of this, they cannot configure their system to not do phone calls/texts. Even worst, they require patients to have a smart phone to access their platform via a mobile app. Patients who don't have access to a smart phone or an app-capable device are required to communicate with them via UNSECURE e-mail.

  Business response

  04/26/2024

  Chartwell Supervisor of Intake Operations and Chartwell Supervisor of Insurance Verification/Onboarding both spoke with this customer during both the Onboarding and Insurance Verification process after receiving referral for services.  
  To specifically address the customers desired settlement points:

  Regarding a web portal for ordering meds/communicating in a secure message:  Chartwell utilizes a secure platform, Citus.   Patient was offered this method to communicate, but declined.  Customers are required to sign an AOB/consent before start of care, which is an accreditation requirement for URAC and ACHC. A signed Consent/Authorization and Assignment of Benefits is required to be obtained from all patients prior to the delivery of care or services to: 1) Ensure the patient consents to such care, treatment and medications as ordered by their physician to be provided by Chartwell; 2) Obtain patient authorization for release of medical records pertaining to treatment or payment information, which are required for the provision of treatment, payment or healthcare operations; 3) Obtain patient authorization to bill the patient's insurance company for services furnished and to request payment for products and services provided by Chartwell, and; 4) Receive acknowledgement of receipt of admission information, as required by Chartwell's accrediting organizations.
  

  Customer wants to confirm no outbound calls/texts unless requested at a specific time:  Customer chart has a notation to not call/email/text, as customer will contact for any needs.  Chartwell must speak to the patient when we first onboard a new patient or with new therapy, or prior to refilling medications to confirm that they consent to having the medication delivered and review copay information.  Delivery address is also confirmed as well. These are very expensive medications that are temperature sensitive, so we must confirm a correct address and delivery date to ensure the medication is kept at a stable temperature.  Of note, Patient opted out of the Patient management program. 

  
  Not to send automated emails:  See above. Patient opted out of the Patient management program. 

  Provide confirmation my consent form will not be used to obtain medical records: Chartwell does not require access to all med records. Records are utilized to obtain complete medication list and allergies to determine if any drug-drug interactions or allergic reactions could occur with the prescribed specialty medication we are dispensing.

  Customer desires a direct dial number to an individual to place refills and/or contact with any questions without having to be transferred unless transfer to a pharmacist:  No direct dial option, customer should utilize the 1-800 number provided, option 2 for refill.

  
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having ongoing difficulty getting medical supplies and g-tube feedings for my son. We have used this company for six years, as my son relies on the supplies to survive. I call Chartwell approximately every 30 days to reorder these supplies and food, and every time I am forced to leave a voice-mail because the prompt says there are no representatives available. There have been multiple occasions I have left voicemails and never received a call back and the supplies were not sent, and I had to worry if my son would have to go without food. It was only after leaving several messages and sometimes contacting other people, such as my sons pediatrician, that they would finally send supplies. I've also had an issues with the billing department within the last few months. I was sent a bill that I was not comfortable paying until I had the opportunity to speak with someone in the billing department. I continue to receive this outstanding bill in the mail. I've tried calling Chartwell's billing department numerous times over the last few months leaving voicemails every time, and I have yet to receive any calls from anybody at Chartwell about the bill.

  Business response

  10/17/2023

  Chartwell Billing Manager investigated the customer's complaint regarding her bill. It was identified that Chartwell billed the patient in error. Billing Manager contacted patient's mother to inform her that the claim was billed in error and that it would be corrected. Informed patient's mother that she would be receiving a new billing statement in the mail and to disregard this statement. Billing Manager provided patient's mother with her direct phone number, if she had any further questions or concerns with the billing department. The adjustment was posted by Chartwell 10/6/23.

  Chartwell Clinical Nutrition Manager investigated the customer's complaint regarding difficulty obtaining medical supplies and enteral formula from Chartwell. Confirmed that Chartwell received a voicemail message from patient's mother on 9/27/23, and Chartwell did return the call however we had to leave a voicemail message as there was no answer at patient's home phone number. Chartwell then received an inbound call from the patient's nurse (nurse left a voicemail message) on 10/2/23 regarding supply needs. Chartwell received a call from the patient's mother (she left a voicemail message) on 10/3/23 to verify the patient's supply order was received and being processed. Chartwell returned this call to confirm the supplies were ordered and being processed for delivery.  Chartwell makes every attempt to return customer calls in a timely manner. Chartwell Enteral Nutrition team receives a very high volume of inbound calls from customers (avg 300 calls per day) and they strive to respond to all customer calls promptly. Chartwell Clinical Nutrition Manager provided patient's mother with her direct phone number if she had any further questions or concerns with the Nutrition department.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Chartwell Specialty Pharmacy behaves inappropriately while interfering with my medical care. Beyond acting on behalf of the UPMC Health Plan who owns them, they repeatedly violate my HIPPA rights and direct orders. I have requested that they discontinue harassing my providers with multiple, unnecessary calls, but they refuse to stop. Today, CHartwell called to say they are missing an order for a medication. CHartwell confirmed receipt of this order last Friday and delivered the medication. However, today, they are claiming the order does not exist and they are calling the wrong providers to ask about orders that the provider did not write. I spoke to a pharmacy supervisor today at 11:00am and requested that they locate the order they used last week from my pcp, Dr, D********* The supervisor said they did not have the order, but they knew that my pcp took over writing the order from my hematologist. How would they know the pcp will be writing the order if they never received it? How did they deliver it last week? I requested that Chartwell not call my hematologist, whom I no longer see, and to not call my pcp, Dr D******** until Chartwell locates what happened to the order and the supervisor refused and said they will call who they want. I said that I revoke my permission for them to contact any physician until they figure out what is happening to orders. I suggested that the supervisor look into this and return my call, the supervisor at Chartwell said he will handle it how he wants, which is calling physicians and he hung up on me. Chartwell has interfered with my ability to receive medical care by over burdening my physicians with excessive and unnecessary phone calls. This has happened many, many times this year, including Chartwell calling non-prescribing physicians to questions medications that physician did not order. I have attempted to address this multiple times with Chartwell, and they refuse to stop .

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