Frequently Asked Questions (FAQ) about Outpatient Pharmacy Services

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.
You can call us at 203-747-3933 or 1-844-881-0043 (toll free) or stop by the Outpatient Pharmacy Services at YNHHS during operating hours.
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.
The cost of your prescription will vary based on the medication  you are receiving and your insurance plan. After we process your prescription, you may be responsible for part of the cost, called a "co-payment." If you cannot afford your co-payment amount, our staff will work with you to determine options for financial assistance and support through drug companies or foundations. Applicability of co-payment assistance will vary based on your insurance coverage.
There are a couple of reasons why we may not be able to fill your medication. Outpatient Pharmacy Services has access to most  specialty medications; however if we do not carry a specific  medication, we will direct your prescription to the appropriate  pharmacy that can fill your order.

While we are able to dispense medications for most insurance companies, sometimes an insurance company will require us to transfer the prescription to another pharmacy. If you are required to fill your prescription at another pharmacy, we will transfer the prescription to the other pharmacy and contact you about this change.
Outpatient 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.
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.
Outpatient 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.
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. Outpatient 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.
If you have any questions about your medications or concerns about the product shipped or potential tampering, call 1-844-881-0043  (toll free) to speak with a pharmacist.
Outpatient Pharmacy Services at YNHHS policies prohibit the return and restocking of medication once it has been dispensed, sold, or delivered to the patient. Outpatient 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. 
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.

If you have any concerns about your prescription or the service provided by Outpatient 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 Outpatient Pharmacy Services at Yale New Haven Health is accredited. 

If you experience any adverse reactions to your specialty medication, please contact a pharmacist at Outpatient 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.
The staff at Outpatient 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.
If any of your medications are recalled, we will follow the directed actions from the FDA or the manufacturer. A staff member from Outpatient 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 Outpatient 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.

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.