Patient Safety & Complaints

1. Emergencies and 911

Get emergency care right away, by calling 911 or going to an emergency room, if you have signs such as:

• chest pain, or struggling to breathe
• fainting
• swelling in your throat, tongue, lips or face
• a severe rash, or a rash that spreads
• vomiting you are unable to stop
• severe pain in your abdomen
• thinking about harming yourself or someone else

This website, your patient account, our email and our phone line are the wrong places to report an emergency. They are not watched 24 hours a day, and no one who answers them is able to help in an emergency.

If you need in-person care, get it first; an online reply can wait.

2. If a Medication Causes a Reaction

Report every side effect or unexpected reaction to us, including any that seem minor.

There are three ways to send it: a message to your care team in your patient account, an email to support@peoplesfirstrx.com or a call to +1 (877) 908-1485. Label it "Adverse event": that phrase belongs in the email subject line, or at the start of your call. Include:

• which medication it is, and the dose
• when you took it
• what happened, including your symptoms, and when it started

Your report goes into our own safety file, and we pass it on to two parties that are each required to record it: your prescribing physician and Rush Pharmacy, the pharmacy that dispensed the medication.

Talking to your physician should come before stopping a medication, unless the reaction is severe. Your physician can often adjust the treatment, and stopping certain medicines abruptly is not recommended. A severe reaction changes the order: emergency care comes first, and the report to us can wait until later.

3. Your Own Report to the FDA

The FDA also takes side effect reports directly, through a program called MedWatch. It is your report to make: you can file one without asking us first and without involving us at all. The program takes reports by phone at 1-800-FDA-1088 and online at www.fda.gov/medwatch. An FDA report runs on its own track, apart from anything you share with us, and it makes no difference to your care. Want help with the form? Ask, and we will walk you through it. We encourage you to file: reports like these are one of the ways the FDA spots safety problems with medicines, including compounded medicines and medicines used off-label.

4. Quality Concerns About a Medication

Tell us about a medication that reaches you in any of these conditions:

• damaged, discolored or leaking
• expired, or labeled incorrectly
• with its tamper-evident seal broken
• a different medication or quantity from the one prescribed

Please don't take it. Keep everything, and before you change anything, take photos of the label, the medication and the outer packaging. Contact us the same day. We refer quality complaints to Rush Pharmacy, the pharmacy that dispensed the order, so it can investigate, and our Refund Policy and Shipping Policy set out the remedies open to you.

5. Recall and Withdrawal Notices

Rush Pharmacy reaches out directly to affected patients when a recall or safety withdrawal covers a medication they were dispensed, working from the contact details recorded with each prescription. We reach out to you too, using the details in your account. If you are told to stop the medication, do so. After that, save the packaging and contact us. The final-sale rule in our Refund Policy does not apply here: a recalled medication is replaced or refunded, and you pay nothing. Please update your account whenever your email address or phone number changes; otherwise a safety notice may not reach you.

6. Filing a Complaint With Us

You can complain in writing or by phone. Email support@peoplesfirstrx.com with "Complaint" as the subject line, call +1 (877) 908-1485 or send a letter to Pursuance Shore LLC, doing business as Peoples First Rx, 6034 W Placer Claim Way, West Jordan, UT 84081. Explain what happened and when, and tell us the outcome you are hoping for. Name anyone involved, if you know who they were. If you are raising a complaint for another person, you will need their permission.

Coming to us first is optional. You may go to a regulator instead of us, or as well as us, and complaining here never limits that right.

7. After We Receive a Complaint

Here is what to expect once your complaint reaches us:

• Acknowledgment: you hear from us within one business day, including the name of your contact for the complaint.
• Resolution: we aim to have it settled in ten business days or less.
• Longer investigations: we tell you the reason for the delay and keep you posted, with a gap of no more than ten business days between updates, until the complaint is closed.
• Outcome: you receive a written explanation of what we found and why.
• Review: if you are unhappy with the result, ask us to look again, and a more senior person on our team reviews it before the matter is closed.

8. Who Looks Into Your Complaint

The type of complaint decides where it goes:

• Your treating physician and LocumTele, which provides medical oversight, receive complaints about clinical care, for example a diagnosis, a physician's conduct or a decision about whether to prescribe.
• Remedora Inc. and Rush Pharmacy receive complaints about a dispensed medication, whether about its quality, its labeling, its packaging or the dispensing itself.
• Complaints involving billing, delivery, our support service or this website stay with our own team to resolve.
• Complaints about privacy or your health information follow our Privacy Policy. If the covered entity is a physician or a pharmacy, the complaint is passed to them.

9. Regulators You Can Contact

You can take a concern to a regulator whenever you choose: before you contact us, while our process is under way or after it ends. Each type of concern has its own regulator:

• Medical boards oversee physicians, so raise a concern about a physician's conduct or clinical judgment with the board for the state you were located in when you had your visit.
• For problems with a medication's quality, its labeling or the way it was dispensed, contact the state board of pharmacy that issued the dispensing pharmacy's license. The label and paperwork that come with your prescription identify that pharmacy and its state.
• For a side effect, a suspected quality defect or another drug safety problem, contact the FDA through MedWatch (1-800-FDA-1088).
• For billing, advertising and other consumer protection concerns, contact the Federal Trade Commission or the attorney general of your state.
• For the handling of your protected health information, contact the Office for Civil Rights of the federal Department of Health and Human Services (HHS).

10. Your Protections

Any complaint you make can be backed by our records on your care or order, which we will supply. Complaining will never lead us to retaliate against you or to refuse you service.

We will never make you agree to any of the following to get a refund, a replacement or continued service:

• sign a non-disparagement agreement
• waive a legal right
• withdraw a complaint filed with a regulator

Removing or changing a review will never earn you a refund or a discount from us. Every complaint ends with us telling you the outcome; we never close one silently.

11. Reaching Our Team

Email support@peoplesfirstrx.com or call +1 (877) 908-1485 to report a safety concern or make a complaint. Our team works Monday to Friday; a message sent on any other day is answered on the next business day. By post, write to Pursuance Shore LLC, doing business as Peoples First Rx, 6034 W Placer Claim Way, West Jordan, UT 84081.