Patient Rights & Responsiblities

Patient Bill of Rights and Responsibilities

METRORX customers have a right to be notified in writing of their rights and obligations before care/service has begun. METRORX has an obligation to protect and promote the rights of their customers to care, treatment, and services within their capability and mission, and in compliance with applicable laws, regulations, and standards, including the following rights.

Patients have the right to:

  • Be fully informed in advance about services/care to be provided, including the company representatives that provide care/services, and the frequency of visits as well as any modifications to the service/care plans.
  • Be treated, and have your property treated, with dignity, courtesy, and respect, recognizing that each person is a unique individual.
  • Receive information about the scope of care/services that are provided by METRORX directly or through contractual agreements, as well as any limitations to METRORX’s care/service capabilities.
  • Reasonable coordination and continuity of services from the referral source to METRORX, timely response when care, treatment, services, and/or equipment is needed or requested and to be informed in a timely manner of impending discharge.
  • Receive in advance of care/services being provided, complete verbal and written explanations of charges for care, treatment, services, and equipment, including the extent to which payment may be expected from Medicare, Medicaid, or any other third-party payer, charges for which you may be responsible, and an explanation of all forms you are requested to sign.
  • Receive medications, infusion equipment, treatment, and services from qualified personnel and to receive instructions on self-care, safe and effective operation of equipment, and your responsibilities regarding home care equipment and services.
  • Receive quality medications, infusion equipment, supplies, and services that meet or exceed professional and industry standards regardless of race, religion, political belief, sex, social or economic status, age, disease process, DNR status, or disability in accordance with physician orders.
  • Participate in decisions concerning the nature and purpose of any technical procedure that will be performed and who will perform it, the possible alternatives and/or risks involved, and your right to refuse all or part of the services, and to be informed of expected consequences of any such action based on the current body of knowledge.
  • Confidentiality and privacy of all the information contained in your records and of Protected Health Information (except as otherwise provided for by law or third-party payer contracts) and to review and even challenge those records and to have your records corrected for accuracy.
  • Receive information about to whom and when your personal health information was disclosed, as permitted under applicable law and specified in the company’s policies and procedures.
  • Express dissatisfaction/concerns/complaints about any care, treatment, services, lack of respect of property, and to suggest changes in policy, staff, or care/services without discrimination, restraint, reprisal, coercion, or unreasonable interruption of care/services.
  • Have concerns/complaints/dissatisfactions about services that are (or fail to be) furnished, or lack of respect of property investigated in a timely manner.
  • Be informed of any financial benefits when referred to an organization.
  • Be informed that you have the right to express complaints to us and the Secretary of the U.S. Department of Health and Human Services.
  • Be advised of any changes in the plan of service before the change is made.
  • Participate in the development and the periodic revision of the plan of care/service.
  • Receive information in a manner, format, and/or language that you understand.
  • Have family members, as appropriate and as allowed by the law, with your permission or the permission of your surrogate decision maker, involved in care, treatment, and/or service decisions.
  • Be fully informed of your responsibilities.
  • Have the right to decline participation, revoke consent, or disenrollment in any METRORX services at any point in time.
  • To be free from mistreatment, neglect, or verbal, mental, sexual, and physical abuse, including injuries of unknown source, and misappropriation of client/patient property.
  • Right to know why
    • METRORX ensures patients know exactly what the patient management program entails, the philosophy and characteristics of the program, how and why patients will be contacted for assessments to follow up with their well-being, how they can expect adherence calls to ensure compliance on therapy, and how we will capture all interactions and document them to their patient profile
  • Right to personal health information (PHI) shared with the patient management program only, in accordance with state and federal laws
  • METRORX ensures patients know that their PHI is confidential and METRORX has securities in place to ensure it stays safe. We also relay that we comply with all state and federal laws
  • Right to know who is servicing the patient
  • METRORX ensures that any patient participating in the patient management plan can ask an employee’s name, title, and/or position, and can request to speak to a manager/supervisor or specific clinical member of the team. We want patients to feel comfortable and if there is a specific member of the team they feel more relaxed talking to we are glad to facilitate such requests
  • Right to speak to a health professional
  • If a patient would like to speak directly to a pharmacist for their needs METRORX team members are glad to facilitate such requests. Our clinical pharmacists can also guide patients to other healthcare professionals that might be of use for the patient for their needs, as needed
  • Right to receive information about the patient management program
  • Upon enrollment of a patient into the patient management program METRORX ships all patients a welcome packet with their first medication delivery which outlines all aspects of a patient management program along with all the rights and responsibilities a patient has. If a patient would like further information they are glad to contact METRORX at any time for further clarifications
  • Right to receive administrative information
  • If there are any changes to or termination of the patient management program all patients will be informed of such change/termination by phone or direct mail. We want to ensure all patients are aware of how METRORX is consistently improving the patient management program and we want to keep our patients informed
  • Right to decline
  • All patients are explained that the patient management program sis strictly opt- out and all patients are automatically enrolled. We relay that patients are always welcome to decline participation, revoke consent to participate, or opt-out of the program at any point. If a patient does opt-out, our pharmacist speaks to the patient to ensure they understand all the benefits the program provides and how it is truly for the benefit of the patient. After opt-out our teams reach out to patients periodically to see if they would like to re-enroll in the program.

Patients have the responsibility to:

  • Adhere to METRORX’s policies and procedures.
  • Participate in the development of an effective plan of care/treatment/services.
  • Provide, to the best of your knowledge, accurate and complete medical and personal information necessary to plan and provide care/services.
  • Ask questions about your care, treatment, and/or services, or to have clarified any instructions provided by company representatives.
  • Communicate any information, concerns, and/or questions related to perceived risks in your services, and unexpected changes in your condition.
  • Be available at the time deliveries are made and to allow METRORX’s representative to enter your residence at reasonable times to repair or exchange equipment to provide services.
  • Notify the company if you are going to be unavailable.
  • Treat company personnel with respect and dignity without discrimination as to color, religion, sex, or national or ethnic origin.
  • Provide a safe environment for METRORX’s representatives to provide services.
  • Care for and safely use medications, supplies, and/or equipment, according to instructions provided, for the purpose it was prescribed, and only for/on the individual for whom it was prescribed.
  • Communicate any concerns about your/caregiver’s/family member’s ability to follow instructions or use equipment provided.
  • Protect equipment from fire, water, theft, or other damage. You agree not to transfer or allow your equipment to be used by any other person without prior written consent of the company and further agree not to modify to attempt to make repairs of any kind to the equipment. Modifying equipment or attempting equipment repairs releases the company from any liability related to the equipment and its uses, and from any resulting negative customer outcomes.
  • Except where contrary to federal or state law, you are responsible for equipment rental and sale charges which your insurance company or companies do not pay. You are responsible for prompt settlement in full of your accounts unless prior arrangements have been approved by company administration.
  • The company should be notified of any changes in your physical condition, physician’s prescription, or insurance coverage. Notify the company immediately of any address of telephone changes whether temporary or permanent.
  • Responsibility to submit forms, as needed
  • The patient will be explained that it is their responsibility to submit any forms that might be needed to the extent of the law to enroll in the patient management program as required. METRORX will provide all forms to the patient in form of communication that works best for the patient to ensure swift enrollment. If no form is needed for sign patients will be relayed of this information
  • Responsibility to keep METRORX updated of changes
  • The patient is informed that it is their responsibility to give accurate clinical and contact information to METRORX. In addition, they will be explained that it is their responsibility to inform METRORX of any changes that occur, including but not limited to patient clinical and contact information. METRORX asks patients on subsequent refill reminders if any changes have occurred in their contact and/or clinical information as well to ensure the best outcomes for our patients
  • Responsibility to notify their provider of patient management program
  • The patient informed it is their responsibility to notify their treating provider(s) of their enrollment and active participation in the METRORX patient management program, as applicable. By provider’s knowing we can ensure all healthcare team members are on the same page and provide a continuum of care for the patient


After-Hours Services:

  • METRORX’s normal business number, 212-831-1222, will direct you to a live person for any afterhours emergency questions or situations. A pharmacist will do everything within their power to return your call if it is initially missed.

Complaint Procedure:

  • You have the right and responsibility to express concerns, complaints, or dissatisfactions about services you receive or fail to receive without fear of reprisal, discrimination, or unreasonable interruption of services. You may call METRORX at 212-831-1222 during business hours and ask to speak to the Operation/Quality Control Manager or leave a message during off-hours.
  • METRORX has a formal grievance procedure that ensures that your concerns/complaints shall be reviewed and in investigation started within 5 business days of receipt of the concern/complaint. Every attempt shall be made to resolve all grievances within 14 days. You will be informed in writing of the resolution of the complaint/grievance. If more time is needed to resolve the concern/complaint, you will also be informed verbally and in writing.
  • If you feel the need to discuss concerns, dissatisfactions, or complaints with other than METRORX staff, you have the right to express complaints to the Secretary of the U.S. Department of Health and Human Services.
National Association of Specialty Pharmacy