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Specialty Pharmacy Frequently Asked Questions & Patient Safety Tips

What Is a Specialty Pharmacy?

Specialty pharmacies work specifically with specialty medicines. Specialty medicines are generally high-cost and not available at retail pharmacies. They often need special handling with specific delivery and storage requirements. 

We will develop a care plan with you to manage and avoid side effects. This care plan will support the care plan that you receive from your provider.

Why Choose U of U Health Specialty Pharmacy?

At University of Utah Health, we offer a special program that will help you get the best quality pharmacy services we offer. It’s called the Patient Management Program. 

Specialty Pharmacy Services Patient Management Program

The Patient Management Program (PMP) is available to you at no cost, and we complete the enrollment for you. At any time, you can choose to opt out of this program by calling 844-211-6528.

Your enrollment in the program ensures the best outcomes from the use of your medicines. We provide personalized care to address your treatment plan and any problems or concerns you may have. We can also answer questions such as:

  • How drugs are used to treat your condition.
  • How your medicine works and how to take it.
  • Possible drug interactions and how to manage side effects.
  • When to contact your provider or care management team.
  • Where you can reach community advocacy support groups.

Our goal is to help you improve your overall health and get the best possible outcomes. You can choose to opt out of this program at any time by calling our toll-free number. Please call us to learn more about the PMP.

Benefits of Program Enrollment

The program provides these benefits:

  • Direct contact with an experienced team that will determine your insurance coverage and benefits for specialty medicines.
  • Refill reminders to ensure timely delivery.
  • Free courier or mail order delivery of your medicine.
  • Ease of access to your specialty medicines.
  • Education and counseling for you and/or your caregiver, such as:
    • how to use and how to administer your medicine.
    • proper storage requirements.
    • managing or avoiding potential side effect.
  • Monitoring for drug interactions
  • Monthly medication check-ups
  • Communication with you and your medical provider about the care plan to ensure common goals.
  • Arrangement of nursing services if the medicine requires nurse administration.

What Is My Role in This Program? 

Success of your treatment depends on your active participation in our program.

You must be willing to follow the directions of your provider or pharmacist, take medicine as instructed, and discuss your health conditions related to treatment.

Let your provider know that you enrolled in our program. We will work together to ensure the most benefit for you.

Provide updates on your health status.

If your contact information or insurance changes, contact us.

Generic Medication Substitution

What Is Generic Medicine and Therapeutic Medication Substitution?

Generic medication substitution is when your provider prescribes a brand medicine, but the pharmacist substitutes it with a generic version.

Therapeutic substitution is when your provider prescribes a drug (brand or generic), but your insurance will cover a different drug in the same class. Therapeutic substitutions require your provider’s approval. We will notify you if your insurance requires any substitution.

If you do not want the substitution, your insurance may require a prior authorization.

Emergencies & Drug Recalls

How Do I Get My Medicine During a Disaster or an Emergency? 

If a disaster, such as a major earthquake, interrupts your delivery, call us. A staff member will coordinate your medicine delivery. If we are unable to provide services due to a natural disaster, we will help you locate an alternate option.

What if There Is a Drug Recall?

Our pharmacy has a process to respond when the FDA or drug manufacturer recalls a medication. We will contact you and your prescriber in the event you are affected by a drug recall and give you instructions on what to do.

Complaint Procedure

What if I Have a Complaint or Concern?

If you have a complaint or concern, please provide us with the following information: name, date of birth, contact phone number and mailing address, dispensing pharmacy, and nature of complaint. Your feedback helps us improve.


University of Utah Health Specialty Pharmacy

Local: 801-587-2484
Toll-free: 1-844-211-6528

University of Utah Health Infusion Pharmacy

Toll-free: 877-518-0411
Local: 801-587-8600

Email or Write To


Write to:

University of Utah Health Specialty Pharmacy

6056 Fashion Square Dr, Suite 1000
Murray, UT 84107


Resolution Response

If our staff cannot promptly resolve your complaint, we will refer your concern to the department supervisor and/or manager. We will respond within five business days of receiving your complaint.

We will also notify you with the results of our investigation through telephone, email, fax, or letter.

If your concern is not handled to your satisfaction, you can call our customer service department at 801-581-2668.

Another option is to call one of our accreditation organizations:

Phone: 202-216-9010 

Phone: 855-937-2242

BOC (Board of Certification/Accreditation)
Phone: 877-776-2200

Patient Safety Tips

Adverse Drug Reactions

If you have an adverse drug reaction, acute medicical symptoms, or anytime you are not comfortable with a medical situation, you should contact your primary care provider, local emergency room or call 911.

Needle Stick Safety

  • Never put the cap back on a used needle.
  • Throw away used needles right after use into a sharps container.
  • Before using the needle, have a plan for handling and disposing of it.
  • If someone accidently sticks themselves with a used needle, tell your doctor right away.

Hand Washing

You can help prevent the spread of germs by washing your hands often.

If your hands look dirty, wash them with soap and warm water. Rub your hands for at least a minute. Clean between your fingers, under your fingernails, and the backs of your hands. Rinse your hands with warm water. Dry your hands off with paper towel or clean cloth towel.

If your hands do not look dirty, you can wash them or use hand sanitizer.

Always wash your hands before and after you prepare any medication to administer to yourself or someone else.

When coughing or sneezing, use a tissue. If you do not have a tissue, cough or sneeze into the bend of your elbow. Clean your hands after coughing or sneezing. If you are sick, avoid contact with other people, or stay home. Some infections spread through contact.

Emergency Preparedness

It is important to be prepared in case of a natural disaster (such as an earthquake, tornado, flood). Find information on making a family emergency plan, building a disaster kit, and learning how to better prepare for different disasters.

If you are taking a medicine that has to be refrigerated and you experience an unexpected event such as prolonged power outage, fridge break, traveling with medicine, reach out to our team to discuss storage options for your medicine.


Keep all medications, hazardous materials, and liquids out of the reach of children and pets. The Poison Control Center number is 800-222-1222.

Fall Prevention

Falls are a common way people are injured in their homes, however, you can prevent falls. Ask your doctor to evaluate your risk for falling and talk with them about making your home safer. Some suggestions include:

  • Keep objects off floor and stairs.
  • Get rid of items you could trip over (such as cords, throw rugs, clutter).
  • Put handrails on all stairs.
  • Keep your home well-lit and use night lights.
  • Use a non-slip rubber mat in tub or shower.
  • Put grab bars inside and next to tub, and next to toilet.

Medication Disposal

Get Rid of Old Medication

Getting rid of old, unused, or expired medicine the right way helps protect you, those around you, and the environment. If you are not using them, someone else might. This is dangerous. Proper medication disposal also ensures that:

  • You do not take the wrong medicine.
  • Children and pets don’t mistake medications for food or treats.
  • Medicines don’t get dumped in our environment.

Getting rid of medicines the right way helps keep everyone safe.

Go to a Drop-Off Disposal Bin

Bins are all over Utah, including 10 of the University of Utah Health pharmacies. Using a disposal bin is easy. Simply bring in your medications, open the drawer, and drop them in.

Find a drop box close to you.

Use the Trash

If you cannot use a drop-off disposal bin, throw away unused medications by following these easy steps:

  • Remove medications from their containers.
  • Crush any tablets or capsules.
  • Mix with something like coffee grounds, kitty litter, or dirt.
  • Place the mixture into a sealed container, like a used milk carton.
  • Throw the container away on trash day.
  • Throw away or recycle the original medication container after removing any personal information from the label.

Flush or Pour, Only if Safe

Flushing or pouring medications down the drain can contaminate our water supply. Do not flush or pour old medicines down the drain unless you know it is safe.

See a list of flushable medications.

Dispose of Sharps (Needles, Syringes, Lancets)

It is important to properly dispose of items used to inject medication or draw blood. Dispose of needles and used pens in an FDA-cleared sharps disposal container. You can use a household container made of heavy-duty plastic with a tight-fitting, puncture-resistant lid.

Never place loose needles or other sharps in the household or public trashcans and never flush them down the toilet.

Dispose of used sharps disposal containers according to your community guidelines.

Find more information about safe needle disposal.

Interested in using our specialty pharmacy services? Call 844-211-6528 or

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