Hampton VA Medical Center
VA Pharmacy Recognized as Customer Customer Service Champion
It was recently announced that the Department of Veterans Affairs pharmacy program was recognized by J.D. Power and Associates (JDPA) as one of only 50 companies in the United States to receive the J.D. Power 2012 Customer Service Champion designation. In 2011, the VA mail-order pharmacy program was recognized as one of 40 companies in the U.S. to earn the distinction as a Service Excellence Champion.
“We are proud of the services that we provide to Veterans at the Hampton VA Medical Center,” said Renee Magoon, acting chief of Pharmacy at the Hampton VAMC. “We fill more than 1,100 prescriptions for pick-up each day.”
Veterans can refill their VA prescriptions three different ways. According to Magoon, Veterans can mail the barcode refill slip that accompanies their medication or request refills using the VA’s award-winning resource program “MyHealtheVet.” Additionally, Veterans can request refills by phone by calling the VA’s automated service at (757) 726-6005.
The new telephone refill call-in system allows Veterans to request refills of controlled prescriptions that have expired or have no refills remaining. When using the call-in system, Veterans will be required to enter their full social security number and prescription refill number, located on the medication label.
Most medications are refillable on a 90-day cycle; however, due to federal regulations some prescriptions (controlled substances such as morphine and Percocet) are limited to a 30-day supply.
“If a Veteran sees that their medications are running low, they should request their refills at least 10 days before they run out,” Magoon said. “This way, if the mail is delayed, the Veteran will be sure to get their refills before they run out. If the Veteran is having problems renewing their medications, they are encouraged to call the Pharmacy Call Center at (757) 728-3111. One of our VA pharmacy representatives will help resolve the Veteran’s concern.”
Magoon said that in the past, some Veterans have gone to the Emergency Department to get medication refills. Because Emergency Department physicians provide care to Veterans with critical medical emergencies, prescription refill requests can encumber the emergency care process.
“Pharmacists spend a lot of time with Veterans answering their questions about medications and offering advice to Veterans who are receiving new medications,” Magoon said, explaining that Veterans who are waiting to pick up medications at the pickup window should always take a number rather than just wait in the lobby. “This ensures that our pharmacist has all the information to fill their prescription before the Veteran gets to the window.”
Magoon added that Veterans are encouraged to register for MyHealtheVet as a way to reorder medications online. MyHealtheVet is a user-friendly program that streamlines the refill process. The web portal can be found at www.myhealth.va.gov.