Falls Church, Va. – The Defense Health Agency (DHA) is implementing a new Interactive Voice Response (IVR) system at military pharmacies in the U.S. to streamline and standardize prescription refill notices. This upgrade reflects DHA’s commitment to delivering exceptional care through advanced technology.

Lt. Col. Julie Meek, Deputy Pharmacy Program Manager, Informatics Integration Branch, Pharmacy Operations Division at DHA, is overseeing the transition to the new system. “DHA’s commitment is to deliver exceptional care anytime, anywhere, always, including our pharmacy services,” said Meek. “We embrace opportunities like this to take advantage of available technology and better fulfill that promise.”

As part of this change, some military pharmacies may have new phone numbers for their prescription refill lines. To find the updated number, check the military hospital or clinic’s website. Until the transition is complete, the old refill numbers will automatically transfer to the new ones. If you usually reach your pharmacy by calling the military hospital or clinic’s main line, you can continue to do so by selecting the pharmacy option.

For those getting prescriptions at military pharmacies overseas, the system upgrade will occur later in 2025. There’s no need to check for a new phone number yet.

You can also refill your prescriptions using the MHS GENESIS Patient Portal by following these steps:

1. Log in to the MHS GENESIS Patient Portal.
2. Click on the “Rx Refills” tab at the top menu bar of the homepage.
3. View all your prescriptions that are ready for refill.
4. Choose which prescriptions you want to refill.
5. Select where you want to get your refills.
6. See when your refills will be ready.

For more information on managing your prescriptions through the patient portal, read the TRICARE Newsroom article, “MHS GENESIS Patient Portal Makes Refilling Prescriptions Easier.”

This transition will not affect any of your existing prescriptions or refills. For instance, if you have two refills remaining on a prescription now, you’ll still have those two refills once the new IVR system is in place.

At military pharmacies, you can receive up to a 90-day supply of most covered drugs, as detailed in the TRICARE Pharmacy Overview Fact Sheet. If you have any questions about the new prescription refill system, contact your local military pharmacy for assistance.