JBSA-Lackland, JBSA-Randolph pharmacies implement changes to improve service

  • Published
  • By 59th Medical Wing Public Affairs

The Joint Base San Antonio-Lackland and Randolph Pharmacy teams are changing some of their processes to improve service to beneficiaries.

The following process updates will take effect Sept. 6, 2022:

Process Update #1 - Pick up Process Change

As of Sept. 6, 2022, patients will no longer need to stand in line to pick up their medications. Instead, once they pull a number from a kiosk for pick up, they can have a seat and wait for their number to be called.

Process Update #2 - Routine medication turnaround times

Activating New Prescriptions - Any routine medications will be ready after 1 p.m. on the second duty day from activation. Patients can activate routine prescriptions using the Q-Anywhere system by texting "Get in line" to 833-517-4408 (JBSA-Lackland) or 833-258-0792 (-JBSA-Randolph) during duty hours between 7 a.m. and 4:30 p.m.

Activating Prescription Refills - Any medications called in for a refill will be ready after 1 p.m. on the third duty day from activation. To obtain refills, patients will still call the Refill Line at 210-292-9995. The phone number can also be located on your prescription label. Remember to write down/be prepared to provide prescription numbers when calling in refills.

The pharmacy teams recommend patients initiate medication renewals/refills as early as possible using the following timelines: 

Per TRICARE, refills can be called in when 75 percent of the issued supply has been used:

  • For 90-day supply medications, the refill can be called in 21 days prior to running out of medication
  • For 60-day supply medications, the refill can be called in 14 days prior
  • For 30-day supply medications, the refill can be called in 7 days prior

Medication renewals will need to be initiated with your provider so please ensure adequate time is allowed for that process in addition to the timelines given above.

Process Update #3 - Urgent Prescription Process

The pharmacy teams will use existing space and capacity to create an internal “Urgent Care Pharmacy” to optimize the process for obtaining urgent medications. The goal of the Urgent Care Pharmacy is to provide patients with their urgent medications within one to two hours of initial check-in. Urgent medication activation will no longer be an option available using the Q-Anywhere system. Please proceed to your preferred pharmacy, Lackland or Randolph, for ALL urgent medication services.

*Urgent medications include short course acute treatments to include pain medications (JBSA-Lackland only), antibiotics, and/or steroid dose packs OR medications for patients discharged from the ER or hospital/urgent care in the past 72 hours.

Process Update #4 - Only electronic controlled substance prescriptions

In alignment with Texas state law, paper prescriptions for controlled substances will no longer be accepted. All JBSA pharmacies, to include JBSA-Lackland, JBSA-Randolph and Brooke Army Medical Center, will only accept electronic prescriptions for controlled substances.

Process Update #5 - Phone line deactivation

The pharmacy call center phone lines will be deactivated for both JBSA-Lackland and JBSA-Randolph. Call-in activations will be turned off. Patients will need to use Q-Anywhere or lobby kiosks to activate prescriptions. This process change is not intended to limit the options available to patients, but to provide better support by using the additional staff in other areas of the pharmacy. The current call center wait times and the inadequate functionality of the phone system (call drops) are not meeting the standard of customer support we would like to provide.

Other Pharmacy Options

Home Delivery

For beneficiaries interested in receiving medications by home delivery, Express Scripts is a TRICARE service. Visit https://militaryrx.express-scripts.com/home-delivery or call 1-877-363-1303, option 3 for more information. There are co-pays, but beneficiaries will reduce time spent at the pharmacy.

Co-pays (can differ depending on medication/day supply):

  • Generic formulary - $12
  • Brand-Name formulary - $34
  • Non-formulary - $68

Retail Network Pharmacies

Find retail network pharmacies at https://militaryrx.express-scripts.com/find-pharmacy. There are co-pays, but beneficiaries will reduce time spent at the pharmacy.

Co-pays (can differ depending on medication/day supply):

  • Generic formulary - $14
  • Brand-Name formulary - $38
  • Non-formulary - $68

Prescription Pickup Lockers

The Wilford Hall Ambulatory Surgical Center's ScriptCenter lockers are located on the first-floor B-Wing hallway next to the pharmacy. This contactless, automated locker allows beneficiaries to pick up prescription refills 24/7 at their convenience. After-hours access can be obtained by coming through the FEC entrance.

Why change the process?

The 59th Medical Wing is updating these processes after the completion of an internal study which revealed that demand for pharmacy services is currently 26% higher than what the wing is resourced to deliver. These process updates will allow the 59th MDW to send routine refills to an off-site Robotic Pharmacy, where refills are currently being processed, reducing congestion at the WHASC Pharmacy. The 59th MDW has tried to standardize the care received across the San Antonio Market as much as possible at this time while striving to provide prescriptions in a predictable, medically appropriate timeframe and to alleviate the frustrations patients currently face.

The JBSA-Lackland Pharmacy is the Air Force’s largest and busiest pharmacy, dispensing more than 1 million outpatient prescriptions every year.