February 24th, 2026

A Vacation Saved

Caregiver Perspective

My name is Jessica, and I’m the mother of two amazing girls, an eight year old and my youngest, Madelynn, who is five. Madelynn is a true warrior. She has a bravery far beyond her years and the purest love for rollercoasters, Disney, and stuffed animals. As a family, we love spending time together, swimming, skiing, and playing board games. But behind our happiness is a daily battle that quietly shapes our lives.

Madelynn was born with Tuberous Sclerosis Complex (TSC), a rare disease that causes benign tumors to grow in her brain, heart, kidneys, face, and eyes. We didn’t receive her formal diagnosis until she was 15 months old. Shortly after, her EEG showed sharp waves, an early warning sign that seizures were likely. Madelynn had her first seizure at age two. It was so severe that she had to be medevacked to the hospital. I remember every second of those 12 minutes, 12 minutes where we didn’t know if she would wake up. It was the worst day of my life.

Since then, Madelynn has been on two anticonvulsion medications, including one we receive from PANTHERx, and she has been seizurefree for three and a half years. But missing even one dose could trigger another medical emergency. Status epilepticus, when a seizure lasts longer than five minutes or when seizures happen back-to-back it can be life threatening. There is nothing more terrifying than not knowing if your child will be okay.

That fear became very real during a recent fun family ski trip.

Madelynn takes six medications every day. Packing for travel is a meticulous process, syringes, pills, liquids, powders, and always her rescue medication. Despite double and triple checking, one of her medications was left at home on the kitchen counter. And of course, it was the one medication we can only get from PANTHERx. I didn’t discover the mistake until Friday night when I went to give her evening dose.

Upon discovering the missing medication, I knew immediately that we would have to end our trip and drive home, there was no way I could risk her missing that dose.

Out of desperation, I called PANTHERx in a panic, barely able to speak through my tears. The woman on the phone was incredibly kind. She told me she would do everything in her power to help.

We tried every possible option. Overnight delivery wasn’t possible—FedEx had stopped taking shipments. A friend back home couldn’t ship it because the FedEx location wouldn’t accept medication. And with FedEx closed on Sundays, nothing could get out the next day. PANTHERx even called local hospitals for alternatives.

Then, when I was running out of hope, I got a call back.

They told me they had secured a courier who would drive six hours through the snow to deliver the medication directly to us.

I cried. I couldn’t believe they were willing to do that for my family. I even offered to pay, but they told me they were simply happy to help a mom in need. That courier drove for hours on a weekend, in the snow to make sure my child didn’t miss a dose.

As a mom of a child with complex medical needs, I live with constant worry. You never sleep the same way. But in that moment when I was scared, PANTHERx stepped in without hesitation. They’ve always been incredible. When Madelynn first needed medication and insurance hadn’t approved it yet, they sent it at no cost because she needed it immediately.

If I could say anything to the team that helped us that weekend, it would be this: Thank you for helping me when you didn’t have to. Your kindness was above and beyond, and I will never forget it.

To other families, I want you to know that there truly are good people in the world. I’m so grateful I made that phone call. I only wish I could get all of my daughter’s medications from PANTHERx.

They didn’t just deliver medicine. They delivered peace of mind when I needed it most!

“There are truly good people in the world. I am so glad I called PANTHERx. I really thought there was no way my mistake was going to be able to be fixed and we would have to go home to get her medicine. It is amazing what this company does for families. I wish I could get all my daughter’s medications here.”

PANTHER Team Perspective

From Our PANTHERx Team: Our Most Important Hat

There are moments in this line of work that stay with you, and one recent Friday evening, I found myself right in the middle of one of those moments.

At PANTHERx, we wear many hats. We’re colleagues, friends, parents, siblings, teammates, and community members. With those roles come unexpected challenges, the kind that stop you in your tracks. The thing I love most about our team is that we never face those challenges alone. We step up for each other, and we step up for our patients.

It was a Friday evening, when one of our Patient Care Coordinator received a call from a patient’s mom who had reached out while on vacation with her family. Immediately, I could feel the urgency behind her situation. Her 5-year-old daughter depends on a critical medication to manage seizures. Missing even a single dose wasn’t an option. Being out of town had created an unforeseen crisis, and the only fallback she could see was a 10-hour round trip home and back to retrieve her medicine, which would’ve completely derailed their trip.

I felt that fear instantly, and I knew we had to move urgently and together.

Within minutes, our pharmacist was already exploring options, and I began collaborating with a cross-functional team to explore all potential options, including making phone calls to local REMS-certified hospitals and exploring alternative shipping solutions. Every idea was on the table. Every angle was examined.

But as the night went on, doors began to close, timelines were too tight, locations too far, regulations too rigid.

When that happened, we shifted gears.

No frustration. No hesitation. Just focus.

Our fulfillment and shipping teams began calling couriers late into the evening. And as those conversations unfolded, we found our path forward.

By the end of Friday night, we had a plan. We secured a courier willing to take the drive.
Our on-call pharmacist came in over the weekend and prepared and verified a replacement shipment of the patient’s medication. The pharmacist had it ready and waiting for the courier driver when he arrived at the scheduled pickup time.

Throughout the entire process, we stayed in constant contact with mom, letting her know she wasn’t navigating any of this alone.

The medication arrived on Saturday evening, free of charge. Her daughter didn’t miss a single dose.

The relief in mom’s messages is something I’ll carry with me for a long time:

“I literally cannot thank you enough… it’s really just above and beyond. “There is no customer service like PANTHERx.”“Thank God. I could cry.”

As a mom, I hope that if I would ever find myself in a situation like this, the person on the other end of the phone would do everything in their power to help me and my child. While unexpected challenges can be difficult to navigate, there is truly no better feeling than knowing that you were able to provide that sense of relief to a patient’s family and keep their child safe, especially during their well-deserved vacation time that is so very important. Every single PANTHERx team member who helped find a solution on that Friday night treated this patient as if she were their own child, and I think that is truly the PANTHERx difference.

This wasn’t a solo effort. It was a team effort by the Operations (both Order Management and Fulfillment) and Shipping teams, as well as leadership from each of those departments, doing exactly what we are here to do: whatever it takes for our patients and their families.

And the best part? A few days later, the mom shared photos of the family enjoying the rest of their vacation—smiling, and making memories instead of making that 10hour drive.

Moments like this remind me of something simple and powerful: At PANTHERx, the most important hat we wear is the one that says we’ve got your back.

From Lindsay Fassnacht, Director of RxARECARE Operations

"At PANTHERx, we wear many hats. We’re colleagues, friends, parents, siblings, teammates, and community members. With those roles come unexpected challenges, the kind that stop you in your tracks. The thing I love most about our team is that we never face those challenges alone. We step up for each other, and we step up for our patients."