Patient Resources

A pharmacist is available 24 hours a day, seven days a week to answer any clinical questions or concerns you may have regarding your medications by calling your pharmacy’s store number. If you feel that you are experiencing a true medical emergency, we advise that you call 911 immediately. For prescription status or questions about insurance coverage, etc., please call your pharmacy during normal business hours.

Your prescription can be dropped off in person at your local encore pharmacy. Typically, however, your prescriptions will be faxed or sent to us electronically directly by your physician. We will do all of the work for you – we contact your insurance company and determine what your coverage is and then will reach out to you as soon as we know what your financial obligation is. We will even try to find some financial assistance through co-pay cards, if applicable.

For specialty medications, as part of encore's Patient Management system, one of our technicians will reach out to you directly about a week before you are scheduled to run out of your medication. On the call, we’ll ensure you are feeling well and not experiencing any side effects and, if you have any questions, we will connect you with a pharmacist. Finally, during the call, we will schedule the refill for you. We can even take care of refilling any non-specialty medications at that time, as well.

If there is an emergency or a disaster, encore will make every effort to ensure that you do not experience an interruption in your medication regimen. If possible, we obtain an override to fill the prescription early if there are anticipated delivery delays. We can arrange to have the medication delivered via a courier service, or we can transfer the prescription to a different pharmacy to ensure you receive the medication in a more timely manner.

You can check on the status of any of your prescriptions filled with encore during normal business hours. Please call your local encore pharmacy number, and one of our technicians would be happy to update you on the status of your prescription inclusive of insurance status, shipping status, etc.

Please know that whenever it is financially beneficial to our patients, encore will institute prescription substitutions (unless specifically stated otherwise by a physician).

If it ever became necessary to transfer a prescription, for example, if I was relocating, how would I go about accomplishing that?

If a transfer situation arises, please call your encore pharmacy, and we will work with you to transfer the prescription to a pharmacy that best suits your needs.

If there is a medication that cannot be dispensed by encore, we will find another pharmacy to which we can transfer it. We will do all we can to streamline that process for you, making it as uncomplicated as possible.

If there is ever a medication recall, encore is notified immediately by the FDA and/or the manufacturer. In turn, encore will inform you of the recall, determine whether any of the medicine has been taken and explain what to do if that is the case. If you haven’t taken the medication, we will send you directions and packaging to return medication back to encore and you will be instructed not to take the medication.

If your medications are injectables, you should dispose of the needles in the Sharps container that encore sent with your initial shipment. Please call your local county government to determine when and how pick-ups are managed.

Never hesitate to contact encore at any time if you experience a concerning reaction to your medication. Our pharmacists can help you manage side effects. Depending on the severity of the reaction, you should always call 911.

If you have a concern or a grievance, please call your encore pharmacy directly and report the details. Each complaint is investigated and resolved within 10 business days. If you suspect an error, please call encore . Each error will be mitigated immediately. For instance the medication will be replaced if necessary, and you will be guided through the resolution process.