Specialty Pharmacy Services

A provider from our pharmacy will call you one week before your medication is scheduled to run out to:

• Check your progress and verify your therapy status.
• Connect you with a clinical pharmacist if you have any questions or concerns about your therapy.
• Coordinate the shipment or delivery of your next refill, or obtain a new prescription if you do not have any refills left.

If you have not heard from our pharmacy and need a refill, you may request your prescription by:

• Calling us at (757) 668-9803.
• Emailing us at SpecialtyPharmacy@CHKD.org.
• Visiting us onsite at CHKD Outpatient Pharmacy.

After requesting your refill, please allow two business days for the pharmacy to process and complete your order for pickup or delivery. Should any unexpected delays arise, you will be contacted by the staff with an estimate of when your medicine will be ready.

Medications may be picked up on-site at CHKD Outpatient Pharmacy. We are located in Norfolk on the first floor of CHKD’s main hospital: 601 Children’s Lane, Suite 101, Norfolk VA 23507.

• Pharmacy guests should use the visitor parking garage across from the front entrance to the hospital. The first hour is free.
• Curbside pick-up spots with a 15-minute limit may be available in front of the hospital.

Alternatively, our team can coordinate delivery to your home or approved alternative location*+

• Free delivery is available via courier service Monday through Friday.

CHKD Outpatient Pharmacy will include any necessary supplies (such as needles, syringes, sharps containers, and alcohol swabs) at no cost to you.

If your medication(s) require special handling or refrigeration, they will be packaged to maintain the manufacturer’s suggested storage conditions during transit.

*To ensure accurate delivery, signature confirmation by an adult, 18 years or older, is preferred. Patients may request to waive this signature requirement, which will be assessed by the pharmacist based on the type of medication being delivered.

+We apologize for any inconvenience, but we are unable to ship or deliver to a PO box.

Medications Unavailable at the Pharmacy

CHKD Outpatient Pharmacy has access to most medicines, but if our specialty pharmacy is unable to provide your medication, our team will work with both you and an alternate in-network pharmacy of your choice to ensure you receive your prescription.

Please let us know if you want your prescription transferred to another pharmacy, and we will provide the transfer service on your behalf.

In the event you have lost your medication or supplies, or are in need of your prescription(s) in advance of travel, please call CHKD Outpatient Pharmacy. Our staff will work with you and your insurance company to ensure your medications are covered with no lapse in therapy.

With impending inclement weather or an adverse weather warning, we will make every effort to deliver your medication and supplies in advance.

• A CHKD Outpatient Pharmacy team member will attempt to call patients, in order of disaster priority, with any special instructions.
• If we are unable to deliver your medicines or supplies, we can transfer your prescription to another pharmacy.
• If there is a disaster in your area that requires you to relocate, please call us at (757) 668-9803 to inform us of your location and where to deliver your medicine.

To prevent lapses in therapy due to an emergency or delivery delay, please make sure we have your most up-to-date primary and secondary contact information on file.

Community Resources and Support

CHKD Outpatient Pharmacy staff will ensure that you have access to, and information from, community resources to help optimize your medication therapy and better manage your disease state. Visit our website at CHKD.org/Pharmacy for more information.

Drug Recalls

CHKD Outpatient Pharmacy follows applicable drug recall guidelines by the FDA, drug manufacturers, and/or state and federal regulatory agencies. We will contact you and your provider in the event you are affected by a drug recall.

Interpreter Services

If you are deaf, hearing impaired, or if English is not your primary language, an interpreter is available. Special services are also available for the visually impaired.

Coordination of Care

While our dedicated specialty pharmacy team can help you maximize the benefits of your therapy, only your physician can diagnose your condition and prescribe medication.

• You should maintain your appointments with your physician and take your medication as prescribed to avoid complications and achieve the best results from your therapy.
• It is also important that you share with our clinicians accurate and up-to-date information about other medications you are taking; changes in food, environmental, and medication allergies; and any changes to your overall health. This information greatly impacts the care and coordination we can provide.

You have a right to voice grievances and recommend changes in care or services without fear of revenge or unreasonable interruption of services. There are several ways for you to inform us of your comments or concerns:

• Email us at SpecialtyPharmacy@CHKD.org.
• Share the concern with the staff involved or the manager in charge, either by phone at (757) 668-9803 or in person.

CHKD Outpatient Pharmacy has a formal complaint process that ensures your concerns, complaints, and suggestions are reviewed and investigated within five business days of receipt.

• You will be notified, by phone or in writing, of our resolution.
• There is no retaliation for filing a complaint.

CHKD also has patient relations team of specialists whose specific job is to ensure your needs are met. If you would like to speak to a patient relations specialist, please call (757) 668-9744.

If CHKD Outpatient Pharmacy cannot resolve your patient care or safety concern, you may contact:

• Virginia Department of Health Professions
  9960 Mayland Dr. Suite 300, Henrico, VA 23233
  Email: enfcomplaints@dhp.virginia.gov
  Phone: (804) 367-4691

• Virginia Secretary of Health and Human Services
  P.O. Box 1475, Richmond, VA 23218
  Email: healthandhumanresources@governor.virginia.gov
  Phone: (804) 786-7765

• CHKD Outpatient Pharmacy is an accredited specialty pharmacy. You may contact the Accreditation Commission for Healthcare (ACHC) at: 139 Weston Oaks Ct., Cary, NC 27513.
  Email: customerservice@achc.org
  Toll-free phone: (855) 937-2242

CHKD is committed to providing the best specialty pharmacy care for your family.  Let us know how we’re doing by sharing your experiences through our survey. 

To participate, scan the QR code below, or visit our survey link at:  https://chkd.qualtrics.com/jfe/form/SV_0id7hRDs4QtDRmS