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"The pharmacy said they never received the prescription."
We get this report in 3 scenarios:
I) The prescription was received but the medication is not in stock.
II) A patient calls the automated line to see if a prescription is ready for pickup, simply asks staff if a prescription is ready for pickup, or the pharmacy staff member incorrectly assumes the patient is only asking about medications ready to be picked up.
III) The prescription was sent in more than a couple of days ago and the pharmacy staff is not aware. These can get overlooked, particularly by inexperienced techs, as they are further back in your history.
Solution: In all 3 cases it is very important to speak to a live staff member and ask about the availability of the prescription itself rather than the medication. In other words, if the pharmacy states "they don't have it, " clarify that they are referring to the prescription itself and not just the medication stock. Providing staff with the date the prescription was written (appointment date) can help them locate the prescription and may be necessary for prescriptions that were not written recently.
"I went to pick up my two prescriptions today but they only had one ready. Did you send in the second prescription too?" or "The pharmacy usually texts me when they fill my medications and I never got a text this week, did you send in the prescriptions?"
Solution: Your pharmacy may not automatically fill your prescription for numerous reasons (or may fail to properly notify you when they have) and this is very common. However, missing prescriptions are extremely rare, so please always ask the pharmacy first. If you are on-site make sure they check the computer for the original prescription and not just the bin for filled medications.
If the pharmacy still cannot find the prescription:
Following these guidelines will quickly solve over 99% of the reports we receive. If you follow these guidelines and the pharmacy still reports they do not have the prescription in their system, please either leave us a voicemail or send us an email. Mention that you have already followed these guidelines and we will prioritize your request. When contacting us please include your full name, date of birth, pharmacy name and address, medication(s) name and dosage, and any other pertinent information.
If you continue to have issues with a pharmacy, we generally recommend switching to a different pharmacy. Local independent pharmacies often offer a better quality service and less hassle and frustration than large chains. Additionally, you may want to consider creating a pharmacy account as you will often be able to view the prescriptions online to know they are on file with the pharmacy.
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There is a fee for processing medical record requests in accordance with Maryland legislation. If you are requesting records on behalf of a former patient, it is usually most efficient for all parties to have the patient contact us directly. Otherwise you must be able to present the signed consent forms for the release and be able to satisfy the fee. We will process medical record requests for a patient or their authorized representative within 21 days of receipt of a signed release and payment submission.
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