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The Patient Contact Centre is a team of Shoppers Drug Mart health care professionals in Ontario, whose primary goal is to support the health of our patients with chronic conditions by calling to remind them when they are due to refill their medications.

It’s just one of the many ways we’re working to support the health of Canadians. To let us know if you would not like to receive a refill reminder call from the Patient Contact Centre, please speak with a member of our Pharmacy Team at your location.


FREQUENTLY ASKED QUESTIONS:

What is the Patient Contact Centre?

Established in July 2014, the Patient Contact Centre is owned and operated by Shoppers Drug Mart in Ontario and is staffed by Pharmacists and Pharmacy Assistants who support medication adherence through refill reminder calls. The Patient Contact Centre acts as the authorized agent for a number of Shoppers Drug Mart Pharmacies in making these calls and working with the patient’s local Shoppers Drug Mart Pharmacy and Pharmacist to ensure prescriptions are filled seamlessly at the patient’s local Shoppers Drug Mart upon request. Then, local Shoppers Drug Mart Pharmacists can work with their patients to help resolve any medication-related issues.

What is the Refill Reminder Service that the Patient Contact Centre provides?

The Refill Reminder Service is a complimentary service offered by Shoppers Drug Mart Pharmacies that have engaged the Patient Contact Centre to act as their authorized agent to make medication refill reminder telephone calls when patients appear to be past due on their chronic medications. The purpose of the service is to help patients stay on track with their medications. Taking medication as prescribed sounds easy and simple, but sometimes people forget, do not follow dosage directions correctly, think they do not need the medication anymore or are unaware that they need to refill the medication in order to treat their chronic condition. Unfortunately, medication non-adherence can have a significant and negative impact on the health of patients and the cost of health care. When medications are not taken correctly, the health condition may worsen or complications could arise. The purpose of the Refill Reminder Service is to support patient care by helping patients with chronic conditions better manage their medications through refill reminder calls. Non-adherence is a common way people get off track with their care plans. Refill reminder calls can help them get back on track.

What is an Agent and how is the Patient Contact Centre an Agent?

Applicable law recognizes that health care custodians such as Pharmacies and Pharmacists may require agents or service providers to assist them in the delivery of services that may involve personal health information. Where a health care custodian is authorized to use personal health information for a purpose, the law provides that the custodian may provide the information to an agent who may use it on behalf of the custodian. Such a use by the authorized agent is considered to be use by the custodian and any sharing of information between a custodian and its authorized agent is considered to be a use and not a disclosure. The primary purpose for the collection and use of personal health information is to provide or support health care for the subject individual. The Patient Contact Centre supports this purpose as an authorized agent on behalf of the local Shoppers Drug Mart Pharmacy through its limited, administrative function of placing refill reminder calls on behalf of the Pharmacy.

Who does the Patient Contact Centre call?

Phone calls are only made to patients of Shoppers Drug Mart Pharmacies that have authorized the Patient Contact Centre to make refill reminder calls to their patients who have chronic health conditions. These Pharmacies make patients aware of the Patient Contact Centre and the refill reminder service that it provides through a number of ways, including store signage. The store signage also informs Pharmacy customers that they may advise a member of the Pharmacy Team if they do not wish to receive a refill reminder call from the Patient Contact Centre. Please note that if you are a patient at more than one Shoppers Drug Mart Pharmacy that is participating in this refill reminder program, you must advise each of those Pharmacies that you do not wish to receive refill reminder calls from the Patient Contact Centre as this information is not shared between Pharmacies. In addition, if you receive a refill reminder call from the Patient Contact Centre and do not wish to receive additional reminder calls, please advise the Patient Contact Centre during that call or your local Shoppers Drug Mart Pharmacy at any time.

How is my privacy maintained?

The Patient Contact Centre and Shoppers Drug Mart take the privacy, confidentiality and security of your personal health information very seriously. They have developed extensive privacy-related policies and safeguards to ensure that all personal information is protected. The team of Shoppers Drug Mart health care professionals at the Patient Contact Centre has access to the information necessary to provide the Refill Reminder Service on your Pharmacy’s behalf, but this access is restricted to only authorized individuals, who are bound by professional and contractual obligations to maintain its confidentiality. More information about Shoppers Drug Mart’s personal information handling practices can be found here or provided by your local Pharmacy.

Who can I contact if I have additional questions?

If you have additional questions about the Patient Contact Centre or the Refill Reminder Service, please speak with a member of your Pharmacy Team at your location.

How can I access my personal health information?

You have the right to access, request correction and change/withdraw consent for the personal health information contained in your prescription record. The Patient Contact Centre is not a health information custodian, and therefore, cannot provide access to your personal health information or prescription record. To access, request correction and change/withdraw consent for your own prescription record, please contact your local Shoppers Drug Mart Pharmacy.

Excludes Alberta, Newfoundland and Labrador, Northwest Territories, Prince Edward Island, Quebec, Saskatchewan, and Yukon