FREQUENTLY ASKED QUESTIONS (FAQs)
ABOUT NUTRITION DIRECT™

It is not unusual to have some questions. Here are some of the most common questions and their answers.

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Nutrition Direct™ was designed to make lifelong nutritional support as simple as possible. It gives weight loss surgery patients the recommended nutrients that are in the ASMBS Nutritional Guidelines.* It is convenient, too, because it delivers the supplements right to the patient’s doorstep. Patients also receive additional support with the program, such as specialty pharmacy services, education materials, and auto-refills.
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Patients are automatically enrolled through a prescription fax form. It is 3 easy steps: patients complete the top half of the form, the prescriber signs the prescription at the bottom and the office faxes the completed form to ProCare PharmacyCare. Best of all, it is a one-time-only enrollment process. Patients do not have to register online or complete any additional paperwork.
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It is very important for patients to contact ProCare PharmacyCare within 24 to 48 hours to confirm ProCare PharmacyCare has all of the information they need to process the order.
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The last 4 digits of the patient's Social Security number are needed to verify the patient's prescription drug insurance information.
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Patients are encouraged to complete all fields in section 1 of the
fax form. Orders cannot be processed without the credit card information. ProCare PharmacyCare provides training and strict monitoring to safeguard patients’ confidential information. If patients choose not to include credit card information on the fax form, they must contact ProCare PharmacyCare to provide this information.
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Some patients have 1 medical card that contains both the medical and prescription insurance information. Other patients have 2 separate cards. The easiest way to identify if the patient has the correct card is to look for the “Rx BIN number.” If the Rx BIN number is not on the card, then it is the incorrect card.
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ProCare PharmacyCare needs all the information from the prescription drug insurance card to process the order. If patients cannot find their card, they can call their current pharmacy where they have recently filled a prescription and ask the pharmacy for the information.
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All prescription drug cards have an Rx BIN number. It is extremely important that this number is included on the enrollment fax form. However, not all cards have an Rx PCN number. If the Rx PCN number is not on the card, patients should only include the Rx BIN number.
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ProCare PharmacyCare Client Services can be reached at
855-828-1488, Monday through Friday, 8:00 am – 8:00 pm Eastern Time, excluding major holidays. ProCare PharmacyCare can also be reached by fax at 855-828-1492.
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After ProCare PharmacyCare has confirmed that they have all of the required information, they will begin to process the order. Confirmed orders will typically arrive within 3 to 5 business days. While most medications are shipped within 48 hours from the time the order is received, this time frame allows for shipping as well as any unforeseen issues that may arise with the prescription.
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If patients provided an e-mail address on the prescription fax form, they will receive an e-mail with tracking information. Patients can also call ProCare PharmacyCare to check on the status of their order. Packages do not require a signature.
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One of the benefits of Nutrition Direct™ is that orders are shipped directly to the patient's doorstep every month. The patient's credit card on file will be billed for the co-pay each month the medication refill is shipped. Most eligible patients will pay $25 or less per month. The auto-refill service can be canceled at any time if patients no longer wish to receive their shipment automatically every month.
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Standard shipping and handling is free of charge.
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ProCare PharmacyCare will contact patients if they need additional information or experience any issues with the order. If patients receive a call from ProCare PharmacyCare, it is important they call back as soon as possible so there is no delay in processing the order. Patients can be assured they are speaking with a ProCare PharmacyCare representative and that their confidential information is secure.
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Yes, patients are notified when their co-payment is in excess of $25 before shipment is made. Prescriptions are held until the patient approves this billing.
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Visa, MasterCard, American Express, and Discover are all accepted. Personal checks are not accepted.
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No. Nutrition Direct™ is not available for patients whose prescriptions are reimbursed in whole or in part under Medicaid, Medicare, Medigap, VA, DoD, TRICARE, or any other federal or state programs (such as medical assistance programs) or where otherwise prohibited by law.
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Patients should notify ProCare PharmacyCare of all changes to their personal information, such as credit card, shipping address, phone number, prescription insurance provider, and e-mail.
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ProCare Pharmacy Care complies with patient privacy regulations and requirements set by the Health Insurance Portability and Accountability Act (HIPAA). They provide training and strict monitoring in-service to safeguard patients’ confidential information, and they adhere to the HIPAA standards in all aspects of their business.
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ProCare Pharmacy Care maintains physical, electronic, and procedural safeguards, in accordance with applicable state and federal standards, to protect personal financial information against risks such as loss, destruction, or misuse. These measures include computer safeguards, secured files and buildings, and restrictions on who may access personal financial information.
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No. ProCare PharmacyCare does not sell to or share patient information with any third parties and conducts business practices specific to patient health information in accordance with HIPAA regulations.
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To discontinue participation in the program, contact ProCare PharmacyCare at 855-828-1488.

*ASMBS Integrated Health Nutritional Guidelines for the Surgical Weight Loss Patient — 2016 Update: Micronutrients

†Patients may redeem this offer ONLY when accompanied by a valid prescription. Offer is valid for costs exceeding $25 up to a maximum benefit of $100. In certain circumstances this offer may also cover the first $25 of costs up to a maximum benefit of $150. Offer is not valid for patients whose prescriptions are reimbursed in whole or in part under Medicaid, Medicare, Medigap, VA, DoD, TRICARE, or any other federal or state programs (such as medical assistance programs) or where otherwise prohibited by law. Offer is not valid in VT or where prohibited in whole or in part. This offer may be amended or ended at any time without notice.