Have you ever taken a prescription to the pharmacy only to find out that your pharmacist can’t fill it? The chances of this happening are low. But when it does, it’s usually for a good reason, like protecting you from potentially dangerous health risks.
The good news is that there are steps you can take to help prevent issues from coming up in the first place. Below, GoodRx, a platform for medication savings, shares nine reasons why your pharmacy may not have your prescription ready, and what you can do about it.
Key takeaways
- There are several reasons why your pharmacist may not be able to fill your prescription.
- If your prescription is missing key information or is hard to read, a pharmacy can refuse to fill it until they speak with the prescriber. Other reasons include insurance rejections and drug shortages.
- If your pharmacist can’t fill your prescription, there are steps you can take to get your medication in a reasonable timeframe.
Can a pharmacist refuse to fill a prescription?
Yes. In general, a pharmacist can refuse to fill a prescription for the following reasons:
- The prescription isn’t considered standard care or therapy.
- The prescription is likely to cause harm because its risks clearly outweigh the benefits.
- The pharmacist is having trouble verifying the prescription’s validity.
- The pharmacist has moral or religious reasons that prevent them from filling the prescription.
Let’s take a closer look at these and other possible reasons a prescription may not be filled.
1. The prescription is missing information
Pharmacies receive prescriptions in a few different ways. They can be physically dropped off, called in over the phone, faxed, or sent electronically.
In order to fill your prescription, the pharmacy must have all of the necessary information. But keep in mind, the exact requirements may vary by state:
- Your full name, date of birth, and address
- The name and dose of the medication
- The medication form (like a tablet or a capsule)
- The amount of medication (quantity)
- Directions for use
- The number of refills (or lack thereof)
- The date the prescription was written
- Information about the prescriber, like their office address and phone number
- Your prescriber’s signature or verbal approval
If your prescription is for a controlled substance (a potentially habit-forming medication), the pharmacy may need more information. If something is missing, your pharmacist will need to contact your prescriber’s office before filling the medication for you.
What you can do
If you get a hard copy of your prescription, give it a quick look before leaving your appointment. If you notice that something may be missing, let your healthcare team know right away. This can help avoid running into issues and delays at your pharmacy.
2. The prescription is hard to read
Sometimes the hard copy of a prescription is difficult to interpret. If the pharmacist is unable to read a prescription, they must contact the prescriber’s office and confirm the information.
What you can do
Be sure the pharmacy has your updated contact information. Request that your pharmacy call you if there are any problems. This can save you a trip to the pharmacy before your prescription is ready.
3. The medication needs to be ordered or is on backorder
Most people expect a pharmacy to have their specific medication in stock. But pharmacies don’t keep every medication in stock, especially ones that are rarely used or expensive. If a medication is out of stock, pharmacies can generally order it for the next business day. In some cases, they may give you a few doses if they have it in stock. This way you have some to take while they order the rest.
Another possible reason why your pharmacy may not have something in stock is a medication shortage or backorder. In these cases, the pharmacy may not know when the next shipment will arrive. They may still try to order the medication for you, but it could still be weeks or months. With backorders or shortages, your pharmacist may need to ask your prescriber for an alternative.
What you can do
If you want to make sure the pharmacy has your medication on hand, call them ahead of time to check. Many pharmacies can order an out-of-stock medication and have it ready for you the following business day. If you can’t wait a full day, check with other pharmacies in your area to see if they have your prescription in stock.
You can also keep track of drug shortages by visiting the FDA and the American Society of Health-System Pharmacists (ASHP) websites.
4. The prescription appears to be altered or forged
Pharmacists must make sure your prescription is valid. They may question prescriptions that seem to be damaged or altered in some way. For example, a prescription may not be valid if it was taped back together, if information was scratched out, or if security features are missing. And if any information on the prescription appears to be altered — especially the date, dose, or quantity — your pharmacist may not fill your medication.
What you can do
If you receive a hard copy of your prescription, give it a quick look. If you notice your healthcare professional scratched something out, ask if they can write you a new prescription. Doing this will prevent the pharmacy from questioning the prescription and save you time at the pharmacy.
5. The pharmacy computer system is down
Maybe you have gone to the pharmacy counter and learned that their computer system is down. This is rare. But when it happens, your prescription can’t be processed.
You may think they could just give you a few doses (like with out-of-stock situations), but this isn’t the case here. Pharmacy computer systems check for medication interactions and help make sure the prescribed dosage is appropriate for you. When pharmacy computers are down, pharmacists can’t perform these necessary safety checks. And if your prescription was sent electronically or by fax, the pharmacy may not be able to access the prescription at all.
What you can do
You can either wait for the system to come back online or request the pharmacy give you a call or text when your prescription is ready. Sometimes, outages resolve quickly. But it’s possible for the system to be down all day.
If you have a paper prescription, you can ask your pharmacy to return the original prescription for you to take to a different pharmacy.
If your prescription was called in, faxed, or sent electronically — and already in the computer system before it shut down — then transferring it to another pharmacy might be possible. This could be difficult or not legally allowed if the medication is a controlled substance.
Another option is to ask your healthcare team to call or send the prescription again, to another pharmacy of your choice.
6. The insurance billing system is down
A similar situation would be when insurance companies have outages. Although this also isn’t common, you can’t solve this problem by going to a different pharmacy.
When an insurance billing system is down, it doesn’t necessarily mean you can’t get your prescription. But it might mean that you can’t count on your insurance to pay your bill right away.
What you can do
If you need your prescription right away, you can pay the pharmacy’s cash price (the cost of medication without insurance). Once the insurance system is working again, talk with your pharmacist about billing your insurance again. The pharmacy might be able to refund you the difference between the cash price and your insurance copay.
You can also leave your prescription at the pharmacy and wait for the insurance billing system to work again. Ask the pharmacy to call you when your prescription has been billed and is ready for pickup.
7. The insurance company rejected the prescription
Have you ever been told that your insurance rejected your prescription? This is common, like when a medication needs prior authorization (PA). Because medications can be expensive, you may not be willing to pay out of pocket. As a result, pharmacists can’t fill the medication. PAs need to be completed by your prescriber or their office staff. Pharmacists can’t resolve these types of insurance rejections on their own.
What you can do
Your pharmacy will alert your prescriber if a PA is needed. But it’s also helpful to reach out to your prescriber’s office directly. This can help speed up PA requests by making your prescriber’s office aware of the situation sooner.
Some insurance issues can be resolved by the pharmacy with a phone call to you or your healthcare team. For example, your insurance may prefer a different, usually cheaper, medication to treat the same medical condition. In this case, the pharmacy will need to get a new prescription from your prescriber.
When a PA does get approved, call your pharmacy. Often, insurance plans don’t alert the pharmacy when a PA is approved. It’s more common for them to tell you and your prescriber about it first. If the pharmacy doesn’t know about an approval, they won’t know that it’s OK to fill your prescription. Calling your pharmacy as soon as you find out a PA is approved can help reduce delays in filling your prescription.
Keep in mind that PA approvals usually only last for a certain amount of time. So, it’s best to ask your healthcare professional to start the PA paperwork early for when you need a refill later on.
8. The new medication could cause a dangerous interaction
You can usually rely on your pharmacist or healthcare team to let you know if your medications could have any unsafe interactions. Prescription medications can interact with one another, but they can also interact with:
- Over-the-counter (OTC) medications, such as acetaminophen (Tylenol)
- Vitamins and minerals, such as vitamin D
- Dietary supplements, such as St. John’s Wort
- Certain foods
What you can do
Make sure you keep an up-to-date list of all of your current prescription medications, OTC medications, and supplements. Be sure to share this list with all healthcare professionals you see, including your pharmacist.
If you need your medication right away and your pharmacy is waiting on a call from your healthcare team to verify the safety of your medication, you can reach out directly to their office. But keep in mind this might take a while. Your healthcare team may not return calls until the end of the day or later.
9. The pharmacist doesn’t feel comfortable filling the prescription
In some states, there’s a conscience clause that allows pharmacists to refuse a prescription for moral or religious reasons. For example, there have been reports of pharmacists refusing to fill prescriptions for birth control or medications used to end a pregnancy or for miscarriage.
What you can do
In some states, a pharmacist who refuses to fill a prescription for moral or religious reasons must still provide help. For example, they should refer you to another pharmacist who can fill the prescription. If that’s not the case, you can also try transferring your prescription to another pharmacy to be filled, but this can add some inconvenience.
What should I do if the pharmacy doesn’t have my prescription?
If the pharmacy doesn’t have your new prescription on file, ask the pharmacy staff to check their voicemail, faxes, and new electronic prescriptions (e-scripts). Keep in mind that faxes and e-scripts might take longer to come in. Otherwise, you can ask the pharmacy to reach out to your prescriber.
Frequently asked questions
What are red flags for pharmacists?
Common red flags include a paper prescription that appears altered or forged, someone picking up a controlled substance prescription for another person without verification, or an expired prescriber license or Drug Enforcement Administration (DEA) number. Pharmacists are often more careful with controlled substances compared with other medications. They also consider whether your prescriber usually treats the condition being treated. For example, a pharmacist may question a prescription if a dentist prescribes birth control pills or flu medication.
Can you sue a pharmacy for refusing to fill a prescription?
Whether a pharmacy can refuse to fill a prescription depends on the laws in your state and the circumstances. A pharmacy can refuse to fill a prescription if they have a legal reason to do so — like if a prescription is invalid or would cause harm. According to laws in some states, pharmacists who refuse to fill a prescription because of the conscience clause may be protected from disciplinary action.
Can a pharmacist overrule a doctor’s prescription?
Yes, a pharmacist can overrule a prescription for the reasons mentioned above. But a pharmacist can’t change the prescription without a prescriber’s OK.
The bottom line
If your prescription isn’t ready for pickup, it can be frustrating. Medication shortages, insurance rejections, and computer system issues are some reasons this can happen. A pharmacist might also refuse to fill a prescription if it interacts with your existing medications. They can also refuse to fill a prescription for moral or religious reasons in states that allow it.
Thankfully, simple steps — like checking your prescription, keeping your contact information updated with the pharmacy, and contacting your healthcare team — can help prevent further delays in getting your medication.
This story was produced by GoodRx and reviewed and distributed by Stacker.
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