Frequently Asked Questions


Pharmacy & Medications

Who is my pharmacy?
TowerView will assign you a new, dedicated retail pharmacy from your community to be your pharmacy moving forward. Our pharmacy partners are full service pharmacies that will take care of all your pharmacy needs – oral medications, inhalers, creams, etc.

What do I need to tell my doctor?
Please remind your doctor(s) to send all of your prescriptions to the TowerView partner pharmacy. TowerView will provide the pharmacy’s information to you at sign up.

What happens if my medication changes?
If you are prescribed a new medication mid-month, we will provide you with the new medication in a standard pill bottle until it can be included in the next batch of your medication trays; we will deliver it to your door or have it ready for pick-up at your pharmacy.  If your doctor instructs you to discontinue a medication mid-month, please stop taking that medication and call us so we can adjust your trays moving forward.

Do all of my medications go in pre-filled trays?
No. “As needed” medications and controlled substances (schedule II) are dispensed in standard vials and do not go into the medication trays. Common “as needed” medications include pain relievers, anti-anxiety medications, or muscle relaxants. Medications with frequently changing doses (blood thinners, oral steroids) are dispensed in standard pill bottles. Additionally, inhalers or creams do not go in the medication trays.

Do vitamins go in pre-filled trays?
Yes, we can add vitamins and over-the-counter medications in your medication trays assuming there is enough room in your tray and you have a script for these medications.
Will I be able to see special directions for my medications (for example, “take with food”)?
Each tray has a printed medication list attached. This medication list includes all the information you would normally find on a pill bottle including medication name, dosing, frequency, and special directions, along with a picture of each medication.

Will I also receive non-oral medications, like inhalers and creams with my trays?
Yes. All TowerView partner pharmacies are full-scale pharmacies that will supply  all of your pharmacy orders including inhalers, creams, insulin, or other needs. These will be delivered to your door or available for in-store pick-up at the same time as your pre-filled medication trays.

What if I am prescribed a medication, like an antibiotic, that needs to be taken immediately?
For very urgent needs, call us, and we can arrange for your local pharmacy to have it ready for you to pick up.  If you have any questions about a specific prescription, call us and we’ll be happy to help.

How often are medication trays supplied?
Each set of medication trays contains 30 days’ worth of medication. A new set of trays will be delivered to your door or available for in-store pick up every 4 weeks.

Do I need to do anything to get my refills?
No. TowerView’s pharmacy team will call you before your next medication trays are scheduled to arrive to confirm all refills. Their team will also take all the necessary steps to get your new prescriptions in place to make it as easy as possible for you.

What if I miss a dose?
Whether or not you are able to take a missed dose later than prescribed will depend on your specific conditions and medication regimen. Please call your regular physician. You can also speak to our pharmacy team about specific questions regarding missed doses.


 

Cost

How much does the TowerView service cost?
Your personal assistant and our medication trays are entirely free. Really. If you would like the smart pillbox, there is a fee of $39.99 per month. Learn more about pricing here (link to pricing on homepage).

How does the pharmacy get my insurance information?
When you enroll with us, we’ll ask you for your prescription insurance information. We will coordinate with your physician and the pharmacy to transfer your prescriptions to make it as easy as possible for you.

Will my copays change?
If you currently receive a 30-day supply from a local retail pharmacy, it’s unlikely that your copays will change. However, if you currently receive a 90-day supply of medication, your copays may change depending on which insurance plan you have.

How do I pay my copays?
TowerView’s pharmacy partners are full-scale pharmacies that accepts multiple forms of payment. You can pay via check, money order, check by phone or credit card. Paying via check by phone or credit card ensures the fastest processing of your prescriptions.

How can I get my medications delivered?
We will offer you free delivery on your medications if it is available in your area. You can call us to find out more.


 

Eligibility

Am I eligible for this service?
Anyone with primary insurance covered by a Commercial provider or Medicare is eligible for the service. This includes individuals who are dual eligible for Medicare and Medicaid.


 

Privacy & Security

How do you collect my personal information?
When you enroll, we’ll ask for your prescription insurance information, medication information, and contact information, including your home address. We will also contact your physician and prior pharmacy to collect information about your last refill, including medications and refill dates, so that we can send your first tray delivery in time for when you’ll need your next refill.

What if my personal information changes?
If you have any changes that may affect your service, such as insurance provider, home address, or phone number, let us know and we’ll make sure your service continues on schedule.

Is my information secure? Will you share my information?
Your personal and health information is secure and our service is HIPAA compliant. We will not share your information with outside parties and will only use your information in relation to your care.

Are the pillbox and medication trays child-protected?
No. Please keep your pillbox and medication trays out of the reach of children.

How do I know my medications will be correct?
Each tray is checked by a pharmacist before mailing. The pharmacist checks to make sure your medications are in the right dose, on the right day, and at the right time, and that there are no interactions. If you have any concerns, please call us at 1-844-MED-TRAY.

I have never had my medications mailed to me before. How safe is medication delivery?
Mailing medications is very safe. We use secure packaging to protect your medications and personal information. In the rare event that your package is lost, we have procedures in place to replace your delivery at no-cost and locate the lost package.

What do I do if I have a problem or questions?
If you have any additional questions, contact us at 1-844-MED-TRAY or www.towerviewhealth.com and we’ll be happy to help.


 

Trays, Pillbox, and Reminders

What happens to my trays if I go on vacation for an extended period of time?
Call us at and we will coordinate with your insurance company to ensure you have enough medication for your entire trip. We can also ship to a different address if that would be easier for you.

Can I take the pillbox and trays with me when I travel?
You can take your pillbox and trays with you across states or time zones without any interruption of your reminders. Your pillbox can go in a bag or purse when you travel and will go through airport security without any issues.

What do I do with the empty trays after I’ve taken my medications?
Please throw away empty trays.

What do I do if there is a problem with my pillbox?
If you are experiencing a problem with your light, sound, phone, or email reminders, or with charging your box, please call us and we’ll be happy to help. We can fix most technical issues over the phone.

How long does the pillbox battery last?
The pillbox is rechargeable and has a 2 week battery life. You can charge once every two weeks to make sure you always receive your reminders, but we recommend keeping the pillbox somewhere it can remain plugged in at all times.

Does the smart pillbox  need to connect to the internet?
No, the pillbox works right out of the box. The pillbox uses a cellular connection so no internet is needed. All you need to do is plug it in!

Where is the on/off switch on the pillbox?
The pillbox does not have an on/off switch. It’s easier this way and uses very little power. If you want to turn off the sound reminder, press the “Silence” button.

Is the pillbox waterproof?
No. Like all electronic devices, the pillbox and charger should stay in a dry environment.

Can I keep my pillbox in a drawer or closet?
Please keep your pillbox on a dresser, table, counter, or other exposed flat surface as much as possible. This will help make sure your cellular signal is strong and that you are able to hear and see your medication reminders.

How can I change my reminder times or preferences?
Give us a call and your personal assistant will update your reminder time and preferences!