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Common Reasons for Mail Service Delays

Below are common reasons why there may be a delay in obtaining your medication from the Medco Pharmacy and suggestions on how to avoid them.


There is a need to contact the prescribing doctor to clarify the prescription

Sometimes when a pharmacist begins filling a prescription, there may be a need to contact the prescribing doctor for clarification.  There may be a question about how the prescription is written, there may be an incorrect or unusual dosage, or there may be a drug interaction with another medication that you are currently taking.  Clinical staff at the Medco Pharmacy will make several attempts to contact a doctor for clarification.   If there is no resolution, the prescription will be cancelled and mailed back to you with a message that the prescription could not be filled.  If this occurs, you are encouraged to contact your doctor for a new prescription immediately.

 

The medication being prescribed requires Prior Authorization or is subject to STEP Therapy or Quantity Limits

If you send your prescription to the Medco Pharmacy and the drug requires prior authorization or is subject to quantity limits or step therapy and authorization has not been given by MVP, the Medco Pharmacy will not fill the prescription.  In these situations, the Medco Pharmacy will mail the prescription back to you with a message that the prescription could not be filled.  It is very important to check whether your medication(s) requires Prior Authorization or is subject to S tep Therapy or Quantity Limits before ordering through the mail service.  If a drug you are taking requires Prior Authorization, has a S tep Therapy requirement or a Quantity Limit , you should contact your doctor to let them know that a request must be submitted to MVP for your medication.  Once the appropriate authorizations are obtained, you may begin using the Medco Pharmacy for these medications.

The prescription could be too early to fill

In most cases, mail order prescriptions can be refilled when 68 days of medication has been used up.  If a request is sent in to the Medco Pharmacy for a refill before the 68 days has elapsed, the Medco Pharmacy cannot refill the prescription.  the Medco Pharmacy may ”hold” the refill request until the refill is permitted.  This will delay your order. 


**Please note that if your doctor has changed the number of pills you take per day and that is the reason you need your prescription sooner than allowed, you should ask your doctor to write you a new prescription with the updated instructions and send to the Medco Pharmacy.

 

The medication requested is not available through the Medco Pharmacy

MVP allows most maintenance medications to be filled through the mail service.  There are some restrictions.  It is important to verify that your medication is allowed through the mail service before sending your request to the Medco Pharmacy.  If you send in a prescription for a drug that is not allowed through the mail service, Medco will not fill the prescription.  In these situations, Medco will mail the prescription back to you with a message that the prescription could not be filled through the mail service.

 

Click Rx Search to determine if a medication is available through the Medco Pharmacy. If your medication is included in our database and listed as "Available from the Medco Pharmacy", you may order up to a 90-day supply with a doctor's prescription.