I forgot to add a detail to my request. What can I do?
If you need to add information to an existing ticket, start a chat in your Circle Medical app or web portal. A Patient Care Advocate (PCA) will add the information to your existing request.
What types of prescription requests can I submit?
These include:
Refills: Request a new supply of your current non-controlled medication when you are due for one.
Reroutes: Send an existing prescription to a different pharmacy.
Rewrites: Update specific details like the dose, strength, or a change between generic and brand-name versions.
Resends: Send the same prescription again if the pharmacy did not receive the original order.
Alternatives: Request a different medication if your current one is unavailable or causing side effects.
What are the requirements for controlled substance requests?
To request a change to a controlled substance (such as a transfer, update, or resend), please keep these in mind:
Recent visit: To request any adjustments to your prescription, you must have had an appointment within the last 30 days. If it has been longer, you must book a new appointment.
State requirement: Your provider must be licensed in the state where you are physically located.
Medication changes: Any new medication alternatives must be discussed with your provider during an appointment.
Refill request: You cannot request a refill of a controlled substance without an appointment.
Pharmacy location: If you’re looking to have your prescription sent to a pharmacy across state lines, please note that your provider needs to be licensed in the state where the pharmacy is located.
How long does a prescription request take?
Prescription requests are typically processed within 2-3 business days. However, this timeline may vary based on your provider's schedule and availability. If you have not received an update after three business days, you can start a chat in the Circle Medical app or web portal.
Please note: If your refill or reroute request is urgent, book an appointment with your provider for more immediate care.
How do I know if my prescription request was reviewed?
You will receive a notification in your 'Secure Care Inbox' after your provider reviews your request. This may take up to 2-3 business days.
What should I do if my medication wasn’t sent?
Providers typically send prescriptions within 24 hours of your appointment. If you don’t see an update after 24 hours, start a chat in your Circle Medical app or web portal.
Can I send my prescription to a pharmacy in a different state?
Sending a prescription across state lines is often not guaranteed due to both provider and pharmacy discretion.
Controlled substances are regulated at the state level, so prescriptions cannot be sent across state lines unless your provider is licensed to prescribe in that pharmacy’s state.
Non controlled substance refill requests to a pharmacy in a state where your provider isn’t licensed aren’t guaranteed. Approval is at your provider and the pharmacy's discretion.
Do I need an appointment for a reroute or rewrite?
Whether you need an appointment depends on the type of medication and if your dosage is changing.
For non-controlled substances, an appointment isn’t typically required.
For controlled substances, an appointment depends on whether your total daily dosage is changing.
If your total daily dose stays the same: No appointment is needed. For example, if you are moving from one 20mg tablet to two 10mg tablets daily.
If your total daily dose is changing: An appointment is required. This includes increasing or decreasing your dose (e.g., 15mg to 20mg, 20mg to 15mg) or switching between formulations like IR (immediate-release) and XR (extended-release). You’ll need an appointment if potential changes weren’t already discussed with your provider.