Patient address management: how patients add and manage shipping addresses
This training video from Kris at Healthaide shows how patients add and manage shipping addresses in the patient dashboard so every prescription goes to the right place. It covers why the address matters (a shipped prescription cannot be returned, restocked, or refunded, and Healthaide cannot refund orders that ship to the wrong address because of patient error), the patient's responsibility to confirm the address before every order and refill, adding a labeled address under Settings > Addresses, setting or changing the primary address, deleting an address, and selecting a different address in the cart for a single order. It also summarizes Healthaide's shipment policy: Healthaide handles issues caused by the platform, pharmacy, or carrier, but not patient address errors, and expedite or address-change requests after approval are best effort with no guarantee or refund.
Key points
- Once a prescription ships, it cannot be returned, restocked, or refunded, so the shipping address must be right before the order is placed.
- Patients are responsible for telling Healthaide where the treatment needs to go. Make sure your patients understand this and confirm their address before every order.
- If a patient adds a new address but does not select it on their request for care or refill, it usually cannot be fixed after the pharmacy sends the order out. Healthaide tries to catch mistakes ahead of time, but cannot guarantee it.
- Patients manage addresses in the patient dashboard under Settings > Addresses. The first address from checkout is saved as the primary address.
- Use Add Address to save a new address with a label (for example, Second Home), and optionally mark it as primary. Addresses can also be edited, set back to primary, or deleted.
- The primary address is the address an order ships to by default, and it is pre-selected at checkout.
- In the cart, a patient can switch to a different saved address for just this order, or make it their new primary if they will be at that address for a while.
- After confirming the address, the patient moves to the pay step, authorizes payment, and completes the intake screening form.
- Shipment policy: if the issue is with the Healthaide platform, the pharmacy, or the carrier, Healthaide takes care of it. If the patient entered the wrong information or selected the wrong address, Healthaide cannot accommodate a refund.
- If a patient asks to expedite delivery or change the delivery address after they have been approved, Healthaide will try to accommodate but cannot guarantee it, and will not refund if the medication does not arrive on time.
Transcript
Hi, everyone. This is Kris with Healthaide. In this video, I'm going to walk you through how your patients add and manage their shipping addresses so every prescription arrives at the right time and at the right place. This matters because once a prescription ships, it can't be returned, restocked, or refunded.
So patients are responsible for telling us where the treatment needs to go. If a patient adds a new address but doesn't select it when their request for care or their refill is submitted, we usually can't fix that after the pharmacy sends it out. We'll try to catch it ahead of time, but if we can't, it's their responsibility to make sure we have the correct address.
So please make sure your patients understand this and hold them accountable to confirming their address before every order. We built the platform to make it a super quick step, and I'll show you exactly how that works right now.
I'm in my account right here inside of the patient dashboard. You can see this is a test account. If this were your patient, they would just go down to their Settings, and in their Settings, you can see Addresses here. Now, if they checked out once before, they would have that listed as their primary address, the first one they put in, but they can add an address using the Add Address button anytime.
They would label this, let's just call it Third Home because I already have a Second Home, and I'm going to type in whatever my address is. I'll type in some fake numbers here, and then I'm going to save or add this address. I can also make this my primary if I choose to.
Okay. Now you can see that I have my Home address, my Second Home, and my Third Home. I did earlier set my Second Home to primary, so that's why you see it as primary. But if I wanted to make my primary address back to the top one here, I can, and if I want to delete an address, I can do that as well.
Note, the primary address is where something will be shipped. If I'm checking out and I'm going to stay on my current dose, two-week supply, whatever it is, you'll see that my primary address is selected. If I left Second Home as my primary address, and we go back to the marketplace and I go through to my cart, you'd see that Second Home is the primary address at the moment.
If I want to switch to my Third Home, I can. I could select it one time, or I can make it my primary if I'm going to be living in Poland, Ohio for the next six months or whatever it is. If I choose to add another address, I can do that from here as well.
So it's about as simple as it can possibly get for somebody to change from one address to the next and make sure that these treatments are being sent to the right spot at any given time. And of course, they would just go to the pay step, they would authorize payment, and they would go through the intake screening form.
So I hope this was helpful. It's a very simple way to navigate through addresses for a patient. We try to make it as seamless as possible, as I said before, and we hope you found this video helpful.
