The two most common questions about pharmacy drop-off and pick-up lines:

Why are the ticket numbers sometimes not called in numerical order?

Both the main pharmacy and the satellite pharmacy use technology to help us keep track of who was in line first. The first ticket issued is often not the first ticket called for pickup. Changes in prescription order may be due to any of the following factors:

• The number of prescriptions in each order. Larger orders take longer.

• Controlled substance prescriptions. Controlled substances require twice the steps in processing versus non-controlled prescriptions.

• Multiple family members. Processing multiple patients take longer than a single patient.

• More information needed. The ticket that jumped ahead of you may be a request for information, not a notification that their medication is ready.

• Calling your doctor. Your order may be delayed if there is missing information or a concern about your prescription that needs to be addressed with your provider.

• Active duty in uniform. We try to process active duty in uniform ahead of others in order to get them back to their duty section in support of the mission

Why is my prescription not ready when I come to the pharmacy?

Our goal is to have prescriptions ready for pickup by our promised time. Occasionally we run into issues such as the specific medication needed may not be available from our supplier; pharmacy staff is contacting your provider for clarification on your prescription; pharmacy staff are pulled to support short-notice, real-world deployments, exercises, or pulled from operations to detail elsewhere on base.

These unexpected events may increase your prescription processing time. If you are traveling a long distance we encourage you to allow an extra day or you may call 801-777-0418 before coming to the pharmacy to ensure that your medication is ready.

Our goals for processing time are as follows:

• Refills for pickup at the satellite. The next duty day after 10 a.m. if called in before 4 p.m. on the business day prior to desired pick-up date.

• Refills for pickup from the script center kiosk. The next duty after 10 a.m. if called in before 3 p.m. on the business day prior to desired pick-up date.

• New prescriptions electronically prescribed by your doctor. About 24 hours from the time we receive the prescription. Many practices do not send their e-prescriptions in until later in the day.

• Hand carried prescriptions at the satellite pharmacy. A wait time will be estimated when you drop off based on the number of people ahead of you.

• Clinic prescription activation at the main pharmacy. A wait time will be estimated when you activate at the pharmacy window based on the number of people ahead of you.

For more information on the pharmacy and 75th Medical Group, visit http://www.airforcemedicine.af.mil/MTF/Hill/.

(Editor’s note: This article is one in a series of articles the 75th Medical Group is writing to let beneficiaries know, “We Hear You.”)