Express Scripts Canada Pharmacy. express-scripts.ca. The pharmacy that works for you

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1 Express Scripts Canada Pharmacy express-scripts.ca The pharmacy that works for you 2017

2 Table of Contents Welcome to the Express Scripts Canada Pharmacy... 1 Medications Filled... 3 How to Join... 5 Online Prescription Manager... 7 Filling My Prescriptions... 8 Generics Refills and Renewals Quality and Safety Shipping and Delivery Payment Talk to a Pharmacist Who to Contact... 19

3 Express Scripts Canada Pharmacy Introduction Welcome to the Express Scripts Canada Pharmacy Who we are We are an innovative Canadian pharmacy committed to putting you and your health first. We re accredited and fully licensed just like any other pharmacy with which you are familiar. Although the medications we dispense are delivered directly to our patients, all of our regional pharmacies (BC, MB, ON and NB) are accessible to any individual who chooses to bring a prescription to one of our locations to have it filled. Committed to providing safe and reliable pharmacy care and medications to our patients, we comply with all provincial and federal laws governing the practice of pharmacy. Each Express Scripts Canada regional pharmacy follows the same laws, regulations and pharmacy guidelines as other pharmacies. And each has been licensed and accredited in its respective province. Following the same practice as most other pharmacies, we do not ship medications outside the country. When you fill your prescription with us, you can trust that it is filled in Canada, by a pharmacist licensed to practice in the province. We re here for you, whenever you need us, to help you manage your condition, optimize your treatments and, most of all, get better, more personalized health care. Is the Express Scripts Canada Pharmacy an Internet pharmacy? The Express Scripts Canada Pharmacy is NOT an Internet pharmacy. Where can I find an Express Scripts Canada Pharmacy? You can find one of our regional locations in: British Columbia (serves British Columbia, Alberta, Yukon and the Northwest Territories) Manitoba (serves Manitoba, Saskatchewan and Nunavut) Ontario (serves Ontario) New Brunswick (serves all Atlantic Express Scripts Canada 1

4 Express Scripts Canada Pharmacy Introduction Where does the Express Scripts Canada Pharmacy get its medications? We only dispense medications that have been approved for sale in Canada, and they are sourced from the same reliable, creditable Canadian wholesalers used by other pharmacies. So, if you fill a prescription with us, your medication will come from one of the same suppliers as it would if you fill the prescription at another pharmacy. How satisfied are members with the service? Thanks to our members, we are proud to say that we have a satisfaction rating of close to 100%. The reviews and comments people often see online are about our parent company, Express Scripts, Inc. of St. Louis, MO, which has close to 100 million members and fills more than 1.3 billion prescriptions each year. Their satisfaction ratings are routinely above 95% for their pharmacy services. How much is the Express Scripts Canada Pharmacy s dispensing fee? We deliver comprehensive services to our members for a $9 dispensing fee. Dedicated to your health needs, our pharmacists are available day and night. They will work with you, your doctor and your health benefit plan to ensure you get the right medication at the right time to maintain your health. 2

5 Express Scripts Canada Pharmacy Medications Filled Medications Filled What are maintenance medications? A maintenance medication is a drug that you take on a regular basis for things like birth control, diabetes management, high cholesterol, high blood pressure, etc. But, it might also include nasal sprays or ointments. For a sample list of common medications we fill, refer to the Sample Maintenance Drug List available on the downloads and resources section of the Express Scripts Canada website at express-scripts.ca. If your medication is not listed, it may still be considered a maintenance medication. Check with your drug benefit provider or call our Member Contact Centre toll-free at 1 (855) 550-MEDS (6337). Are there medications I cannot receive from the Express Scripts Canada Pharmacy? The Express Scripts Canada Pharmacy does not dispense narcotics, and controlled and targeted substances. You should continue to have prescriptions for these medications filled at another pharmacy. Can I have my prescription for antibiotics filled at the Express Scripts Canada Pharmacy? You can choose to have a prescription for any medication filled at the Express Scripts Canada Pharmacy, except for narcotics, and controlled and targeted substances. If you need the medication immediately, and it is not a medication you have been stabilized on before and had filled through Express Scripts Canada Pharmacy, we recommend you fill it at another pharmacy. If you do not need it immediately and would like to fill it through the Express Scripts Canada Pharmacy, you can have your doctor fax the prescription directly to your regional pharmacy or you can send it in by mail. Please memberinfo@express-scripts.com to obtain a postage-paid envelope. See who to contact for our regional pharmacy fax Express Scripts Canada 3

6 Express Scripts Canada Pharmacy Medications Filled How will possible drug interactions be monitored if I m filling maintenance prescriptions through the Express Scripts Canada Pharmacy and non-maintenance prescriptions through another pharmacy? Before your medication is sent to you, it will be submitted electronically to your insurance company for approval by your drug benefit plan. At this point, possible drug interactions will be flagged to the pharmacist, regardless of which pharmacy filled the prescription. Additionally, every time a prescription is filled, the Express Scripts Canada Pharmacy system will search the medical history and allergy information you provided. The pharmacist will address any issue that s flagged before filling the prescription. What is a specialty medication? A specialty medication is used to treat chronic, complex conditions such as rheumatoid arthritis, multiple sclerosis and cancer. Specialty drugs are usually costly, require special storage and handling, need intensive clinical monitoring and require frequent dosing adjustment. Depending on your drug benefit plan, you can have these medications filled by the Express Scripts Canada Pharmacy. How important is it that I take all of my medication? Following your doctor s instructions for taking your medication, both the amount of the medication you should take and the length of time you should take it, is the best thing you can do to make sure your treatment is a success. We understand that some medications may have unpleasant side effects or be difficult to administer, and that is why our pharmacists are available 24/7 to offer clinical advice about dealing with these issues they will even reach out to your doctor about the management of these side effects, if necessary. 4

7 Express Scripts Canada Pharmacy How to Join How to Join Can anyone join the Express Scripts Canada Pharmacy? Yes. Just like any other pharmacy, the Express Scripts Canada Pharmacy is available to anyone, whether they are employed, retired or have a drug plan. What information should I have on hand to join? Before you join, here are the items you need to have on hand: A 60-day supply for each maintenance drug you take You should have at least one refill for each of your maintenance drugs on file at another pharmacy to transfer Your prescription drug card Also have your spouse s prescription drug benefit card if you are covered as a dependant on his/her plan or they are covered under yours All maintenance medications you are currently taking All the information you need to transfer your prescriptions can be found on the label of your maintenance medications Your VIP Code, if applicable What do I do if I don t have a 60-day supply on hand? If you don t currently have a 60-day supply on hand, you should pick a refill up from your current pharmacy before joining. What do I do if I have a 60-day supply on hand but no more refills? If you have a 60-day supply but no more refills, you should visit your doctor to get a new prescription. Your doctor can fax your new prescription directly to the Express Scripts Canada Pharmacy or you can mail it to us. memberinfo@express-scripts.com to obtain a postage-paid envelope. See who to contact for our regional pharmacy fax Express Scripts Canada 5

8 Express Scripts Canada Pharmacy How to Join How do I join? The fastest and easiest way to join is online at member.express-scripts.ca using the VIP code provided to you by your company (if applicable). You can also call our Member Contact Centre toll-free at 1 (855) 550-MEDS (6337). See Online Prescription Manager to learn what else you can do online I don t use any maintenance medications. Why should I join? Even if you re not taking maintenance medications at the moment you, or a family member, may be prescribed them in the future. If you join now, you ll be ready to use the service if ever the need arises. Joining now also ensures that any family members who do take maintenance prescription medications can take advantage of our pharmacy service. What happens if a loved one of mine who s covered by my plan lives in a different province? Loved ones who live in a different province from you can have their prescriptions shipped to their province of residence. Whether you join online or by phone, you will be given the option to enter different addresses for each of your loved ones. What are the benefits of joining the Express Scripts Canada Pharmacy? When you become a member of our pharmacy, we promise to put you and your health first. Some of the benefits to you include: Convenience Medications delivered via free standard shipping directly to your home or to an address that you designate. Request prescription transfers, renewals and refills online or by phone. Value Receive up to a 90-day supply of your maintenance prescription medication for a single dispensing fee, and we will work with you and your doctor to choose safe, approved, lower-cost medications, where possible. Peace of Mind Auto Refills takes the guesswork out of refilling prescriptions. And you can privately consult an experienced pharmacist to answer your questions and help you safely manage your prescribed medications. Pharmacists are on call 24/7. Time The pharmacy comes to you and there are no long waits. 6

9 Express Scripts Canada Pharmacy Online Prescription Manager Online Prescription Manager What can I do online? Use our Online Prescription Manager at member.express-scripts.ca to: Register loved ones Request prescription transfers, refills and renewals Check the status of your transfer or order View the prescriptions you have on file Update your profile including credit card and shipping information Join the Express Scripts Canada Express Scripts Canada 7

10 Express Scripts Canada Pharmacy Filling My Prescriptions Filling My Prescriptions How do I transfer a prescription for a medication I am already on? Online at member.express-scripts.ca By calling the Member Contact Centre toll-free at 1 (855) 550-MEDS (6337) Please ensure you have a 60-day supply of your medication on hand at home and at least one refill at your current pharmacy before requesting a transfer. If you do not have a 60-day supply on hand, please go to your current pharmacy for another fill before transferring your prescription. Once you have a 60-day supply on hand and one refill at your current pharmacy, provide the information from the label of your medication, and we will do the rest. I have a new prescription for a maintenance medication. How do I fill it? If the prescription is for a medication you ve not taken before, take it to another pharmacy and ask them to provide you with a 60-day supply of the medication. As soon as you know you will continue taking the medication on an ongoing basis, submit a transfer request of your prescription from the other pharmacy to us. Submitting a transfer request is easy online or you can call us at 1 (855) 550-MEDS (6337). We will then refill your prescriptions when necessary. What if the prescription is for a maintenance medication I have taken before? If the prescription is for a maintenance medication you ve taken before, you can ask your doctor to fax it directly to the Express Scripts Canada Pharmacy or you can mail it. Please memberinfo@express-scripts.com to obtain a postage-paid envelope. Please note that only your doctor can fax a prescription to the Express Scripts Canada Pharmacy; pharmacy regulations stipulate that a pharmacy can accept a faxed prescription only from a physician s office. See who to contact for our regional pharmacy fax numbers My doctor wants to charge me an extra fee to fax a new prescription to the Express Scripts Canada Pharmacy. What are my options? If you choose not to pay the fee to your doctor, you should make an appointment with him/her to get the prescription. The appointment will be covered by your provincial health plan. Once you have your new prescription, you can mail it to us using the postage-paid envelope provided with each medication shipment. If you do not have any postage-paid envelopes and require one be sent to you, please memberinfo@express-scripts.com. If you choose to pay the fee to your doctor, you will be contacted by a member of our team via or phone, depending on the preferred method you chose when you signed up, to let you know when to expect the package. 8

11 Express Scripts Canada Pharmacy Filling My Prescriptions What if my doctor isn t happy having to fax my prescription to the Express Scripts Canada Pharmacy? Faxing prescriptions to pharmacies is common practice in Canada, regardless of which pharmacy you use. If the physician s office will not fax your prescription, you can mail it to us. Please memberinfo@express-scripts.com to obtain a postage-paid envelope. What should I do if my prescription changes? If your prescription changes, mail the new prescription or have your doctor fax it directly to your regional Express Scripts Canada Pharmacy, which will update your file. Please memberinfo@express-scripts.com to obtain a postage-paid envelope. See who to contact for our regional pharmacy fax numbers Can I submit more than one prescription at a time? Yes. We will process all prescriptions submitted, according to your drug benefit plan. How much time should I allow for my order to be processed successfully? Your health is our top priority. To ensure successful processing and a good member experience, you should have a 60-day supply of medication on hand and at least one refill at your current pharmacy. If the Express Scripts Canada Pharmacy needs to contact you or your prescribing doctor for information, processing may take longer. Once your first order has been processed, subsequent refills will be shipped automatically. If you have chosen not to receive automatic refills, your order will be shipped within 5-7 business days from the time we receive your refill request. If you are not on automatic refills, you should have at least days supply on hand before calling to request a refill. See refills and renewals for more information on our Auto Refills Express Scripts Canada 9

12 Express Scripts Canada Pharmacy Generics Generics Will I receive the same brand-name or generic medications I am used to getting when I order from the Express Scripts Canada Pharmacy? You and your doctor need to decide what s best for you. Given your drug benefit plan, generic equivalents may be dispensed when appropriate and permitted by the prescribing doctor. Are generic medications as safe and effective as their brand-name equivalents? Generics and brand-name medications contain the same medicinal ingredients and adhere to the same Health Canada quality standards. The generic manufacturer must provide evidence showing that the quality, safety and effectiveness of the generic drug are equivalent to the brand name. Close to half of all prescriptions filled by pharmacies are generic drugs. Some hospitals use generic drugs almost exclusively. For more information on generic drugs, visit the Health Canada website at hc-sc.gc.ca. What is the difference between a chemically equivalent medication and a therapeutically equivalent medication? When we fill your medications, we keep your best interests at heart and look for alternative medications that provide you with the lowest cost yet don t compromise your health. For example, price reductions are often seen through therapeutic substitution which can mean switching one medication to a different one that can provide the same health benefits. A chemically equivalent drug is a generic medication made up of the same active chemicals (molecules) as the brand medication counterpart. A therapeutically equivalent drug is a different medication than the original and is not made up of the same active chemicals (molecules) as the original drug. This type of switch requires the approval of you and your doctor. Both chemical and therapeutic equivalents produce the same health results as the higher cost brand alternatives. 10

13 Express Scripts Canada Pharmacy Refills and Renewals Refills and Renewals How does Auto Refills work? To help take the worry our of refilling your medications, we will automatically refill them for you. You will be contacted via or phone, based on the preference you chose when you signed up, to let you know the prescription is due to refill, and given the opportunity to change or cancel it. If we do not hear from you, the prescription will be refilled and your medication will be sent approximately 2 weeks before you are scheduled to run out of your current supply. Turning Auto Refills Off When you choose off for the Auto Refills service, the prescription is put on hold. We will not send out any medication until we receive a request from you. This is similar to another pharmacy keeping a prescription on file until you need it. This option is most useful for medications that are needed only seasonally or for reoccurring periods but not all the time. Please remember that your order will only be shipped 5-7 business days from the time we receive your request. You can change the Auto Refills status on any medication at any time. Visit member.express-scripts.ca or contact a member advisor toll-free at 1 (855) 550-MEDS (6337). Will I be reminded when it s time to renew my prescription? Yes. When you are on your last refill, a sticker will be attached to your medication to remind you that a new prescription is needed from your doctor. During your initial consultation with an Express Scripts Canada Pharmacy pharmacist, you will be asked if you would like the Express Scripts Canada Pharmacy to reach out to your doctor on your behalf for prescription renewals. If you have indicated yes, 4 weeks before you are scheduled to run out of your medication, they will attempt to contact your doctor to request a new prescription. If for any reason they are unable to obtain a renewal, they will notify you via or phone, based on the preference you chose when you signed up, 3 weeks before you are scheduled to run out of your medication so that you can make an appointment with your doctor to get a new Express Scripts Canada 11

14 Express Scripts Canada Pharmacy Refills and Renewals How long does it take to refill my prescription? Once we have dispensed your first prescription, the Auto Refills program will let you know when it is time to refill a prescription. If you wish to order your refills as you need them, you must go into the Online Prescription Manager and select Auto Refills Off. Refills will be shipped to you within 5-7 business days from the time the refill request is received. If you are not on automatic refills, you should have at least days supply on hand before requesting a refill. What if I need to refill my prescription before my plan allows because I lost my medication or I am going on vacation? If you need to refill your prescription early, call us toll-free at 1 (855) 550-MEDS (6337). We ll explain your options. 12

15 Express Scripts Canada Pharmacy Quality and Safety Quality and Safety Is using the Express Scripts Canada Pharmacy as safe as using any other pharmacy? Yes. The Express Scripts Canada Pharmacy is fully accredited and each regional pharmacy is licensed through its provincial College, Association or Society. We only dispense medications that have been approved for sale by Health Canada. And, your medication is double-checked for accuracy by a pharmacist before it is shipped to you. What should I do if my package arrives damaged? We always put you and your health first. If there is any risk that your medication has been damaged, please contact us immediately and we will replace it free of charge. See who to contact for our contact Express Scripts Canada 13

16 Express Scripts Canada Pharmacy Shipping and Delivery Shipping and Delivery How will my prescriptions be delivered to me? We keep your best interests in mind when sending your medications through one of our shipping partners to ensure you benefit from the fastest, most convenient and safe delivery of your medications depending on your location in Canada. Our main shipping partner is Canada Post. Orders are sent at no charge in unmarked, tamper-resistant corrugated boxes. There is no indication on the box that it is from a pharmacy or that it contains prescription medication(s). Corrugated boxes provide for maximum protection of your medications. Plus, they are sustainable and recyclable. In some provinces a signature will be required upon receipt of the box. Is it possible to have prescription medications delivered overnight? Yes. Overnight delivery may be requested with additional shipping and handling charges, although standard processing times still apply. Does someone have to sign for my medication when it s delivered? By law, a signature is required for packages of medication delivered to Express Scripts Canada Pharmacy members located in ON, NB, NS, PE and NL. Any adult who s at your designated location when the package is delivered can sign for it. No one under the age of 18 can accept delivery of a package containing prescription medication. In other provinces, the package will be left in your mailbox. If you have the package delivered to a business address, you can designate the shipping or reception area to sign on your behalf. However, you should check with your employer in case receiving personal packages at work is against policy. What if no one will be available to sign for my medication? Our primary shipping partner, Canada Post, offers FlexDelivery a unique service that allows you to have packages delivered to any post office, free of charge. To learn more or sign up for this service, visit canadapost.ca/flexdelivery. 14

17 Express Scripts Canada Pharmacy Shipping and Delivery What is a delivery notice card? A delivery notice card is used by Canada Post to inform you that your package is available for pickup at a nearby post office. A final notice card will be sent to the addressee if the item has not been picked up after 5 calendar days. The item will be held at the post office for a total of 15 calendar days, after which it will be returned to the sender. Who can pick up a package of prescription medication at the post office? If the package cannot be delivered, you will receive a Delivery Notice Card to inform you to pick up your package. Only you, someone who lives at the same address or a designated agent can pick up an item at the post office. If you are picking up your own item, you must provide a government-issued photo ID. If someone who lives at your address is picking up the item on your behalf, they must present a governmentissued ID that shows they have the same address as the address on the item. If a designated agent is picking up the item on your behalf, they must present one valid piece of governmentissued photo identification and one of the following documents: The delivery notice card signed by you and indicating the name of the delegate authorized to pick up the package. A legal document that demonstrates the authority of the designated agent to act on your behalf, for example, power of attorney, appointment as trustee or a letter of authorization. What if I do not receive my order in a timely manner? A tracking number is provided for each package. If the package cannot be located and the order needs to be replaced, we will re-ship the medication to you free of charge. What happens if my medication is on manufacturer back order? We will notify you by telephone if a manufacturer is experiencing supply difficulties and cannot provide a date of availability. If your prescription was included with an order for other medications, we will process those not affected by the back Express Scripts Canada 15

18 Express Scripts Canada Pharmacy Shipping and Delivery Can I have medications delivered to me at work? If you have the package delivered to a business address, you can designate the shipping or reception area to sign on your behalf. However, you should check with your employer in case receiving personal packages at work is against policy. What happens if I m away from home, perhaps on vacation, and my medication has been left sitting for an extended period of time? If medication has been left for an extended period of time and you re worried about it, please contact us immediately. If there is any risk that the medication has been damaged, it will be replaced free of charge. Also, you ll be reminded when your refill is due. If you re going on holiday, you can adjust the delivery date accordingly to ensure it won t be delivered while you re away. See who to contact for our contact information Some of my prescription medications require refrigeration. How will these be delivered? We have a comprehensive system for managing and delivering refrigerated items, including insulin. All refrigerated products are sent with a 2-day business guarantee in coolers that have been packaged with refrigerated gel packs to ensure the temperature is maintained between 2 C-8 C during shipment. Delivery will be coordinated with you so the cooler is not left sitting out. Refrigerated packages can be sent to any designated address, including rural addresses. There is also the option of having your medication delivered to an alternate daytime address if that is more convenient. Do you ship to remote addresses? We keep your best interests in mind when sending your medications through one of our shipping partners to ensure you benefit from the fastest, most convenient and safe delivery of your medications. We will work with you to choose the carrier best suited to deliver to your location if you live in a remote area. Can you ship my medication to me while I am out of the country? We only ship to addresses within Canada. If you re going out of the country, call us and we ll work with you to ensure you have a sufficient supply of your maintenance medications. You can also adjust the delivery date to ensure your medication(s) won t be delivered while you re away. 16

19 Express Scripts Canada Pharmacy Payment Payment Is coordination of benefits with a spouse s plan allowed? Yes. The initial claim is always directed to the cardholder s drug plan first and to a spouse s plan second. Let us know about any other prescription drug coverage you may have when you join the Express Scripts Canada Pharmacy. You should submit claims for dependant children first to the plan of the spouse whose birth date is earliest in the year. Will I receive a receipt for the outstanding balance to submit to another insurance plan? If the pharmacy has information on both drug cards, both plans can be billed electronically and payments will be charged in real time. Any outstanding balance from either drug plan will be charged to you as a copayment. You will be provided with a receipt signed by the pharmacist for each prescription dispensed. How do I pay for my part of the cost of my medication? You can pay with a major credit card, through online banking or by cheque. Credit card. The Express Scripts Canada Pharmacy will charge your portion (if applicable) to the Visa, MasterCard or American Express you provide at the time of joining. The Express Scripts Canada Pharmacy will bill your drug benefit plan for the remaining portion of the cost. It s easiest to pay by credit card. Online or telephone banking. You can pay for your medications by online or telephone banking through most major financial institutions. Choose the Express Scripts Canada Pharmacy as the payee. Cheque. If you pay by cheque, send it to your regional pharmacy, attention Accounts Receivable. Please make your cheque out exactly as listed in the address: Residents of NB, NS, NL, PEI Express Scripts Pharmacy Atlantic Ltd. c/o H05741C PO Box 4623, CRO Halifax, NS B3J 3Y9 Residents of MB, SK and NT Express Scripts Pharmacy Central Ltd. c/o W05742C PO BOX 6528, Main Post Office Winnipeg, MB R3C 4N6 Residents of ON Express Scripts Pharmacy Ontario Ltd. PO Box 9777, STATION A Toronto, ON M5W 1R6 Residents of BC, AB, YT and NWT Express Scripts Pharmacy West Ltd. c/o V06490C PO Box 6400, Station Terminal Vancouver, BC V6B Express Scripts Canada 17

20 Express Scripts Canada Pharmacy Talk to a Pharmacist Talk to a Pharmacist Can I speak with a pharmacist about my medication? Yes. A pharmacist from the Express Scripts Canada Pharmacy will call to discuss any new medication. If you have a clinical question, you can privately consult with a pharmacist at any time by calling 1 (855) 550-MEDS (6337) and choosing to speak with a pharmacy team member. In case of emergency, please call 911. If you have clinical questions about your medication, pharmacists are on call 24/7; if after hours, your call will be returned within 60 minutes. See what if I need to speak with a pharmacist after you are closed Can I speak to a pharmacist in a language other than English? Yes. We are pleased to offer our patients pharmacy services in both official languages (French and English) in addition to other languages through the support of an interpretation service via three-way conferences. The other languages include, Cantonese, Tamil, Urdu, Punjabi, Korean, Vietnamese, Hindi and Arabic. 18

21 Express Scripts Canada Pharmacy Who to Contact Who to Contact How can I contact the Express Scripts Canada Pharmacy? Call our Member Contact Centre toll-free at 1 (855) 550-MEDS (6337), Monday to Saturday from 7:30 a.m. to 9 p.m. ET if you: Have questions about the service Want to transfer a prescription Want to know when you will receive your medication Want to request a refill Want to speak to a pharmacy team member Want to update your profile information Want to join What if I need to speak with a pharmacist after you are closed? Questions and concerns can arise anytime not just during regular pharmacy hours. If you have clinical questions about your medication, please call 1 (855) 550-MEDS (6337) and choose to speak with a pharmacy team member if you need assistance regarding: Potential adverse drug reaction (ADR) or an allergic reaction Possible double dose or incorrect administration of drug Therapeutic use of medication Potential drug-to-drug interactions for example, can I take an over-the-counter medication with my prescription medication(s) Questions about discontinuing medication If you are concerned about your medication and need the pharmacist on call to contact you within 60 minutes, press 1. Otherwise, your call will be returned the next business Express Scripts Canada 19

22 Express Scripts Canada Pharmacy Who to Contact My doctor wants to fax my prescription. What number should he fax it to? Have your doctor fax your prescription into your regional location below. Please note that these fax numbers are for doctors only: Express Scripts Canada Pharmacy Ontario Serving residents of Ontario Toll-Free Fax Number: 1 (888) Express Scripts Canada Pharmacy West Serving residents of British Columbia, Alberta, Yukon and North West Territories Toll-Free Fax Number: 1 (888) Express Scripts Canada Pharmacy Central Serving residents of Manitoba, Saskatchewan and Nunavut Toll-Free Fax Number: 1 (888) Express Scripts Canada Pharmacy Atlantic Serving residents of Newfoundland and Labrador, Nova Scotia, Prince Edward Island and New Brunswick Toll-Free Fax Number: 1 (888) Who do I contact for a privacy concern? We are committed to keeping your Personal Information and Personal Health Information secure. If you have questions or concerns regarding the security of your Personal Information, Personal Health Information or our compliance with the personal information protection legislation, please contact the Chief Privacy Officer by phone at 1 (855) or ExpressScriptsCanada_Privacy@Express-Scripts.com. Alternatively, you can contact our Member Contact Centre at 1 (855) 550-MEDS (6337). What if I have questions about my coverage? Please contact your employer or your drug-benefits provider. Who do I contact if I ve moved and my address has changed? Update your address online at member.express-scripts.ca or call our Member Contact Centre at 1 (855) 550-MEDS (6337). For Express Scripts Canada Pharmacy members who move to Quebec: Regulations in Quebec prevent us from offering our pharmacy service in that province. However, our banner, PharmaGO has affiliated itself with a pharmacist-owner who is committed to protecting and promoting your health and well-being. For more information about PharmaGO, visit pharmago.ca or call PharmaGO toll-free at 1 (855)

23 Express Scripts Canada Pharmacy Who to Contact What do I do if I have a complaint? Your complete satisfaction is our priority. If you have any issues or concerns relating to your medications, services received, delivery or any other topic related to our service, please call our Member Contact Centre toll-free at 1 (855) 550-MEDS (6337) and speak to a supervisor. Alternatively, you can us at ESCanadaCare@express-scripts.com. As an opportunity to improve our services, we take all of your concerns very seriously. Your concerns will be fully investigated and we will respond to you in a timely Express Scripts Canada 21

24 Contact us Toll-free 1 (855) 550-MEDS (6337) Express Scripts Canada Express Scripts Canada transforms the way organizations and employees think about and participate in their drug benefit plan. Express Scripts Canada provides pharmacy services to thousands of Canadian patients. Through its proprietary consumer intelligence, clinical expertise, and patients-first approach, Express Scripts Canada promotes better health decisions for plan members, while managing and reducing drug benefit costs for plan sponsors. Express Scripts Canada is indirectly owned by Express Scripts Holding Company. Express Scripts Canada. All rights reserved. 12/2016