Pharmacy Frequently Asked Questions

As outlined in the practice policies, all communication regarding medication must occur directly between you and the practice. We do not honor medication refill requests that originate from the pharmacy or anyone other than the patient as these are often inaccurate. This policy helps us maintain clear and accurate records of your treatment and ensures that all refills are appropriately managed during your follow-up visits.

The automated systems at pharmacies are designed to provide quick text updates on your prescription status. However, they can sometimes fail to reflect the current situation accurately due to several reasons:

• Insurance Issues: Your insurance won't cover the prescription yet because it’s too early for a refill or the medication might require a prior authorization.

• Supply Problems: The pharmacy is out of stock for your medication.

• Technical Glitches: Occasional technical errors that may prevent the system from updating correctly.

Before contacting the office to request another refill, follow this guide to troubleshoot the issue with your pharmacy:

1. Call the pharmacy and ask to speak directly with a pharmacist because sometimes only the pharmacist can address the issue or see a prescription in the system.

2. Ask the pharmacist “Did you receive my prescription which was sent on [date of your appointment] by Dr. Okwerekwu?”

   • If they say yes, ask when it will be ready for pick up.

   • If they say that your prescription is not yet ready, ask the following:

     • Ask the pharmacist to verify if the issue is related to your insurance. Common insuranceissues include:

       • Coverage Denial: The insurance may not cover the refill at this time.

       • Too Soon to Refill: The insurance might not allow a refill yet based on their guidelines.

     • Ask the pharmacist if it is a stock problem: If the pharmacy is out of stock for your medication.

3. If the above steps do not resolve the issue, we advise you to contact the office. The best ways to reach us is to call or text the office during business hours or send us a message in the portal.

   • Office number: 518-414-5421

a. Did you run out of medication because we fell short?

• If you ran out of medication because we did not provide an adequate supply or there was an oversight on our part, we will refill the medication as soon as possible. please keep in mind that it can take up to 2 business days to honor these requests so please be mindful of how much medication you have so you don’t risk running out.

b. Did you run out of medication because you lost the medication, waited too long to pick it up from the pharmacy, cancelled your follow up and did not reschedule before you ran out of medication?

• If any of these situations apply to you, please be aware that in our practice, we typically manage all medication refills during scheduled appointments to ensure comprehensive care and monitoring. Please be advised that any out-of-appointment refill requests will incur a refill fee of $25. This fee helps cover the administrative time associated with processing these requests.

This notification typically indicates an insurance-related issue rather than a problem with your prescription. Here's what you need to know:

• Insurance limitations: Most insurance plans have refill restrictions, often allowing refills only when 75-85% of your current supply has been used. This is to prevent overuse or stockpiling of medications.

• Dose changes: If your doctor recently changed your dosage and you're running out earlier than expected, inform the pharmacy. They can often override the "too soon" restriction in these cases.

• Travel exceptions: If you have an upcoming trip that might cause you to run out of medication, let the pharmacy know. Many insurers offer "vacation overrides" for such situations.

• Using coupons: You can bypass insurance limitations by using medication discount coupons or cards like GoodRx and paying out-of-pocket. This approach often works out cheaper for many medications, even if you have insurance.

• Emergency overrides: In some cases, pharmacies can provide an emergency override for lost or stolen medications, though this is less common for controlled substances.

Remember, if you're unsure why you're receiving this notification, don't hesitate to ask your pharmacist for clarification. They can often help resolve the issue or suggest alternatives to ensure you don't run out of your medication.

Q: Why does my insurance require 90-day refills?

A: Insurance companies often require 90-day refills as a cost-saving measure. While this can be convenient for some patients, it's important to understand that this is primarily a financial decision made by your insurance provider, not necessarily what's always safe or clinically appropriate for your treatment.

Q: Are 90-day refills always appropriate?

A: No. If we are still adjusting your medications or fine-tuning your treatment plan, 90-day fills may not be appropriate. Shorter refill periods allow for closer monitoring and quicker adjustments if needed.

Q: What if I don't want or need a 90-day supply?

A: You have options:

• Discuss with us during your appointment. We can determine if a 90-day supply is clinically appropriate for you.

• Consider paying cash for your prescriptions. This can bypass insurance requirements and may be less expensive than you think, especially with available coupons and discount programs.

• Some pharmacies offer 30-day fills even if your insurance prefers 90-day supplies. Check with your local pharmacy about this option.

Q: When should I request a 90-day refill?

A: If you believe a 90-day refill is appropriate for your stable medication regimen, please let us know during your appointment. We handle all refills during scheduled visits to ensure proper monitoring and care.

Q: How can I save money on prescriptions without opting for 90-day refills or even using insurance?

A: There are several options to explore:

Prescription Discount Cards/Websites: Several websites and apps offer coupons and discount cards that can significantly lower prescription costs. These include:

• GoodRx: (https://www.goodrx.com/)

• RxSaver: (https://www.rxsaver.com/)

• RefillWise: (https://www.refillwise.com/index.html) Offers cash back rewards.

• HelloHippo: (https://hellohippo.com/)

• NiceRx: (https://www.nicerx.com/)

These services often provide coupons that you can show your pharmacist to receive a discount, sometimes even better than your insurance co-pay. Prices can vary significantly between pharmacies, so it's worth comparing.

Walmart $4 Prescription Program: Walmart offers a program where many generic medications are available for $4 for a 30-day supply or $10 for a 90-day supply. Check their website to see if your medication is included in the program: (https://www.walmart.com/cp/4-prescriptions/1078664). If your medication is on the list and you'd like to use this program, please provide us with the address of the Walmart nearest you, and we can send your prescription there.

Remember, your health and safety are our primary concerns. We're here to work with you to find the most appropriate and cost-effective solution for your medication needs. Don't hesitate to ask us about these options during your appointment.