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Frequently Asked Questions (FAQ) about Specialty Pharmacy Services

What is a specialty pharmacy?

A specialty pharmacy fills prescriptions for medications that are prescribed for complex diseases, and the medications sometimes require special storage and handling. Often these medications are not available at a local retail pharmacy. Unlike retail pharmacies, specialty pharmacies also provide a wide range of services to support you based on your unique needs.

How do I refill my medication?

A specialty pharmacy liaison will contact you to schedule your next refill delivery about a week before your next refill is due. You may also call us at 1-844-881-0043 at any time to request a refill.

Will Specialty Pharmacy Services ever substitute my brand name medication with a generic version?

Specialty Pharmacy Services will substitute your brand-name medication if there is an FDA-approved, less expensive generic product, which is therapeutically equivalent to and safely interchangeable with the one prescribed by your doctor. If your doctor tells us that a brand name medication is necessary for medical reasons, then we will not substitute a generic product. Your insurance co-payment may be higher for a brand name medication.

How long does it take to receive my medication?

Your medication will be usually be delivered within 72 hours after we receive your prescription. There are a few reasons why the ship date could vary. Your medicine may require prior authorization. This means your order must be checked to be sure it meets insurance company determined criteria. Please call us at any time to check the status of your order.

How do you make sure I get my medication on time?

Specialty Pharmacy Services tracks your medication throughout the delivery process. We make sure you have the medicine and supplies you need in time for your scheduled dose. Please call us if you are down to a 5-day supply of your medication and have not yet heard from us. We do not want you to run out of medication.

What is the standard supply that I can expect to receive and why?

It is our standard to fill orders for no more than a 30-day supply. A smaller supply lets us check your progress more often. If your drug or dose changes between refills, a smaller supply can help prevent waste and save you money on co-pays. Specialty Pharmacy Services can only dispense what your insurance benefits plan allows. Any out-of-pocket costs will also depend on your insurance carrier's plan.

Can medications be returned?

Specialty Pharmacy Services at YNHHS policies prohibit the return and restocking of medication once it has been dispensed, sold, or delivered to the patient. Specialty Pharmacy Services dispenses medications in accordance with prescriptions provided by your prescriber. We are not able to issue refunds for prescriptions changed after pick up or delivery has occurred. 

If you have any questions please contact the pharmacy at 1-844-881-0043 and request to speak to the manager. 

How do I safely dispose of unused medications?

If you have unused medications and would like to dispose of them, please contact the pharmacy or visit this article on the FDA's website: How to Dispose of Unused Medications.

How can I report a concern, complaint or an error?

If you have any concerns about your prescription or the service provided by Specialty Pharmacy Services please call us at 1-844-881-0043, 24 hours a day, 7 days a week to speak with a pharmacist or manager. You can also report a complaint by email.

The Customer Service Analyst and Pharmacy Management will receive, investigate, and resolve grievances/complaints about its services/care. Consumers also have the right to contact the Connecticut Department of Public Health (410 Capitol Avenue, Hartford, CT 06134, 860-509-8000, 8:30 am - 4:30 pm, Monday-Friday), or ACHC (139 Weston Oaks CT, Cary, North Carolina, 27513, 855-937-2242, 8 am- 5 pm, Monday- Friday) and the accreditation bodies with which Specialty Pharmacy Services at Yale New Haven Health is accredited. 

What should I do if I have an adverse reaction to my medication?

If you experience any adverse reactions to your specialty medication, please contact a pharmacist at Specialty Pharmacy Services (24 hours a day, 7 days a week) or your doctor. If the reaction you are having is severe or life-threatening, seek emergency help and call 911 immediately.

How will I obtain my medication if there is a delay, an emergency, or a natural disaster?

The staff at Specialty Pharmacy Services at Yale New Haven Health will always work to make sure you can get your medications in a timely manner. In the event of a delay, emergency, or natural disaster, the staff will contact patients due for fills/refills via telephone. In the event of an emergency, we can attempt to deliver the medication on the same day or transfer to a local pharmacy of your choice. If there is an emergency or natural disaster in our area that does not allow us to deliver from either of our locations, we will deliver the medications from another pharmacy location to ensure that you do not miss any doses. If there is an emergency or disaster in your area that makes it difficult for us to deliver, please contact your physician or a local emergency room to obtain your medications. If there is ever a question about your order or what to do about your care in any situation, please contact the pharmacy and we will assist you.

What should I do if one of my medications is recalled?

If any of your medications are recalled, we will follow the directed actions from the FDA or the manufacturer. A staff member from Specialty Pharmacy Services will call you to notify you of any FDA recalls of your medication. If you suspect that your medication has been recalled by the FDA, please contact Specialty Pharmacy Services to speak with a pharmacist about the correct actions to take. We will notify your prescriber of the recalled medication and discuss any additional precautions you would need to take.

How can I obtain claims-related information?

If you have questions about a prescription claim, please call us at 1-844-881-0043 to speak with a specialty pharmacy liaison or a pharmacist.

Contact Us

Specialty Pharmacy Services

1100 Sherman Avenue
Hamden, CT 06514
24-hour pharmacist support:
[email protected]

Monday - Friday
8:30 am - 6 pm
Saturday 8:30 am - 5 pm
Closed Sundays and holidays*

Apothecary and Wellness Center

YNHH Saint Raphael Campus
1450 Chapel St.
New Haven, CT 06511

Monday - Thursday
8 am - 8 pm
8 am - 6:30 pm
Saturday and Sunday
8 am - 2 pm
Closed holidays**

The Apothecary and Wellness Center supports the Specialty Pharmacy Service; call for general medication questions, such as the status of your prescription or your co-payment amounts. You can pick up your medications at either location in person.

*Holidays (Specialty Pharmacy): In 2022, we are closed on the following holidays: Jan. 1, Jan. 17 (Dr. Martin Luther King Jr. Day), May 30 (Memorial Day), July 4 (Independence Day), Sept. 5 (Labor Day), Nov. 24 (Thanksgiving), Dec. 26 (Christmas Day observed)

** Holidays (Apothecary): In 2022, we are closed on the following holidays: Jan. 1, May 30 (Memorial Day), July 4 (Independence Day), Sept. 5 (Labor Day), Nov. 24 (Thanksgiving), Dec. 25 (Christmas Day). Reduced hours on Jan. 17 (Dr. Martin Luther King Jr. Day) – please call ahead for schedule.