Residents and Families

• Personalized Attention and Care: We treat each resident as a unique individual with specific needs and preferences. Our team takes time to learn about residents – not just their medication list, but factors like their allergies, their routines, even their personality. This helps us tailor our service. For example, if we know a particular resident prefers taking pills with pudding or has difficulty swallowing, we’ll communicate with the facility about liquid formulations or other solutions. If a resident is worried about a new medication, our pharmacist will gladly sit down with them (or call them) to explain the purpose and what to expect . Essentially, we approach the resident as we would our own parent or grandparent – with patience, respect, and empathy. Families notice this level of personal care. They can sense that the pharmacy is not some distant entity but an active, caring participant in their loved one’s daily health.
• Accuracy and Safety – Every Dose, Every Time: We understand how critical it is that residents get the right medication at the right time. That trust is sacred. Our robust accuracy protocols (multiple verifications, technology integration, etc.) are all geared towards one outcome: safe medication use for your loved one . We also invest in compliance packaging and automated reminders that directly protect residents – ensuring no doses are missed or mixed up. Families can have confidence that with Custom Care supporting the facility, medication errors are exceptionally rare. And if a family member ever has a concern (“Is Mom really getting her medications properly?”), we can demonstrate our processes and records to reassure them. We provide tools like Medication Administration Records and monthly medication summaries that the facility and family can review, showing exactly what was given and when . This transparency builds trust.
• Proactive Communication: Communication is key, especially when multiple parties are involved in care. We keep residents and families in the loop about medication-related matters to the extent they desire. For instance, if we receive a new prescription from the doctor, we ensure the resident (if able) and/or the family knows about the change – sometimes the facility nurse handles that, but we double-check that the info is conveyed. We are very responsive to family inquiries: if an adult child calls wanting to discuss Dad’s meds, with proper authorization we will take the time to explain and answer all questions. We also coordinate with families on practical needs, like refill approvals for meds not covered by insurance – we’ll call and explain options and costs before sending a medication that might incur expense . Moreover, if a family member manages finances, we can send billing statements directly to them and even set up online access (through our portal) so they can review and pay bills conveniently . They’ll never be in the dark about what medications are being provided or what they cost.
• Comprehensive Services (More Than Just Meds): We try to fulfill any healthcare item needs a resident might have, simplifying life for them and their family. We stock and can deliver over-thecounter medications and supplies – from vitamins to incontinence products – along with prescription meds . Families can request these and know it’ll come in one package to the facility, often saving them a trip to the store. We’ve delivered everything from specialty diabetic socks to favorite toothpaste brands upon request. By offering such convenience, we help residents feel a little more at home and supported. Additionally, our drivers often form friendly relationships with residents who might greet them in the lobby. A smile, a hello, and going just a bit further (like placing something on a counter for a resident who can’t bend easily) – these human touches define our approach and families deeply appreciate seeing their loved one treated with kindness and dignity.
• ‘Round-the-Clock Availability and Emergency Handling: Families rest easier knowing there’s always a pharmacist on call for their loved one. If Dad spikes a fever at 11 PM and the doctor orders an antibiotic, we’ll get it there; if Grandma runs out of her inhaler on a holiday, we’ll find a way to refill it. We also assist in preventative measures – for example, syncing meds so refills don’t run out all at once unexpectedly , or making sure every resident has an annual flu shot (with family consent, of course) to avoid serious illness . These proactive steps reduce emergency situations. But when emergencies occur, we’re just a call away, collaborating with facility staff and physicians to solve the problem. That assurance is invaluable to families. It’s like having an extra layer of safety net – we call it “worry-free pharmacy care.” One family member told us, “I used to lie awake thinking – what if Mom misses her pills? Now I know Custom Care is involved, I finally sleep at night.” That peace of mind is a central part of our service mission.

In summary, we strive to treat residents and families as part of our own extended family. We know that giving a loved one into the care of others is an act of trust and sometimes anxiety for families. Our role is to honor that trust by ensuring the medication aspect of care is flawlessly handled and by being approachable to both residents and their relatives. For residents, our involvement means they get their medications safely and on time, can maintain their health routines, and feel the support of a compassionate pharmacy team that knows them personally. For families, it means confidence that their loved one’s health is safeguarded, less burden on them to manage meds (we’ve got it under control), and an open line of communication if they have concerns or questions. Custom Care Pharmacy Services is committed to treating your family like our family. We consider it a privilege to serve each resident and to stand alongside their families in the shared goal of providing the best care and quality of life possible. When you entrust us with pharmacy care, you become part of the Custom Care family – and we’ll be there for you every step of the way.