Pharmacy FAQ

Raley’s offers several ways to request your prescription refill:

• Online, via the pharmacy page on Raley’s website.
• Through Raley’s Pharmacy iOS App or Android App.
• By responding to a text refill reminder.
• By phone through our automated system or by leaving a message.
• In person at one of our pharmacies.
• By participating in Raley’s Autofill program, which will automatically fill a maintenance prescription regularly.

When a prescription refill (excluding Controlled CII medications) is requested and the prescription does not have refills, the pharmacy team members will contact the provider.

Some insurances have restrictions on medications that are covered on their plans. If a prescription is not covered, the pharmacy team member may notify the patient of another medication that is covered or if an approval for authorization from the insurance is required. If one of these options is approved by the patient, the pharmacy will contact the healthcare provider to change the medication to one that is approved by the insurance plan or for documentation to seek approval for authorization.

Raley’s offers an Autofill program which automatically refills a maintenance prescription for a patient that has agreed to participate. A patient may sign up at a pharmacy and review their medications with a pharmacy team member.

Insurance companies have different plans and the copayment for the same medication may be different depending on the plan.

Yes, Raley’s pharmacy team members may be able to “sync” all of a patient’s maintenance medications so that they are dispensed for the same days’ supply and refilled at the same time when due to be filled.

Raley’s pharmacies accept most major prescription insurances. The best way to find out if Raley’s pharmacy accepts an insurance plan is to bring the prescription and insurance information into the Raley’s pharmacy. We will be able to process the prescription and quickly let the patient know if we accept the insurance and what the copayment will be.

There are several ways to check the status of a prescription:

• Enroll in Raley’s texting program to be notified when a prescription is ready for pick up.
• Check the prescription status in Raley’s mobile app.
• Check the prescription status on the Raley’s website.
• Call the pharmacy and enter the prescription number into the automated system.
• Call the pharmacy during operating hours and speak to a team member.

The pharmacy will keep a prescription for 10 days before returning it to stock. Most insurance plans require that a prescription be dispensed within 10 days.

Insurance plans partner with Raley’s to provide good patient care. One of the services offered is a Comprehensive Medication Review of a patient’s medications. The consultation may include a review of medication therapy, medication interactions, side effects, proper storage, and appropriate time to take the medication.

A generic medication is approved by the FDA to be the same active ingredient as a brand name medication. The generic medication does not need to go through the rigorous testing and FDA approval process or bringing the drug to market and it may be less expensive.

There are several reasons why the medication manufacturer may change. The manufacturer or wholesaler may be out of stock or a certain manufacturer may be preferred by an insurance plan.  The medication that is being replaced would be equivalent or the pharmacy would need to contact the provider to receive a new prescription for a different medication.

Raley’s also offers immunizations, travel vaccines at select pharmacies, blood pressure checks, generic pricing program, and texting notification when a prescription is ready for pick up or for refill reminders.

If you call or visit a pharmacy team member, set up a profile with your name, address, phone number, birthdate, and insurance plan information. Let the pharmacy team member know what the name and location of the pharmacy where the prescription was filled, as well as the prescription name and number that you would like transferred.

If you have used the application in the past, please sign in with your username first, not your email address. You’ll have the opportunity to change this to your email address once you sign in. If you can’t remember your username, simply create a new account. You’ll be able to use your email address to sign in from then on. If you’re still having trouble, email us at raleys@mscripts.com.

While nearly all prescriptions can be filled through the Pharmacy App, there are a few that cannot due to various state regulations. If you try to refill one of these prescriptions, the mobile app will inform you that it cannot be refilled. If you have any questions about these prescriptions, please contact the pharmacy.

You can easily manage a number of preferences in the account page of your mobile app. These include:

• Time zone
• Phone number
• Email Address
• Hiding and showing prescriptions in your prescription list
• Language (if available)

To manage the timing and frequency of your notifications, go to the reminders area of your mobile application.

Yes, our Pharmacy website is responsive, which means that it works on desktops, tablets and mobile phones.

If you have used the Web Pharmacy in the past, please sign in with your username first, not your email address. You’ll have the opportunity to change this to your email address once you sign in. If you can’t remember your username, simply create a new account. You’ll be able to use your email address to sign in from then on. If you’re still having trouble, email us at raleys@mscripts.com.

While nearly all prescriptions can be filled through the Web Pharmacy, there are a few that cannot due to various state regulations. If you try to refill one of these prescriptions, the Web Pharmacy will inform you that it cannot be refilled. If you have any questions about these prescriptions, please contact the pharmacy.

Sometimes mobile carriers will block our text messages from reaching you. We send all texts from a number called a short code. Our short code is 25166.

Please contact your mobile carrier and ask them to remove the block on short code 25166 immediately. Afterward, please ask your local pharmacy to re-enroll you or download our mobile app and register for text messaging. You should then begin to receive texts.

Please send only the character y or Y and nothing else in your text message. Please disable any signatures you have attached to your text messages. If neither of those solutions works, please contact our customer support at raleys@mscripts.com.

Yes, the service is free. Any text message fees you have is tied to your mobile phone plan may be applicable. Please contact your mobile carrier if you have questions about your phone plan.

If you want to permanently stop messages about all medications, you can simply send “Stop” in response to any text from us.

We send our refill reminders between 8 and 9 a.m. local time. If you’d like to change the time when you receive refill reminders, please reply P to any of our text messages from your registered mobile number. You will receive a text with a link to a website where you can change your preferences.

If you are still not receiving refill reminders at the time you expect, please check to ensure that your time zone is set correctly on the preferences page.

You can also easily manage your preferences by downloading our mobile app or going to our website at https://oxygenuat.remscripts.com/oxweb_pdx.

1. Once you’ve registered, go to “Reminders.”
2. Go to “Refill Reminders.”
3. Change the time you are receiving reminders by choosing “At this time.”

In the refill reminder text for the medication, you should see two numbers, one which will allow you to refill and one to stop reminders. (It will say something like: “Press 1” to refill and “Press 9” to stop more reminders.) You can respond to the text with the second number, and that will stop reminders for that prescription.

Note that if you later refill that prescription, the refill reminders will automatically start again when it is time to refill.

If you want to permanently stop reminders for all medications, you can simply send “Stop” in response to any text.

We’re sorry, but you need to have an Rx number at Raley’s pharmacy in order to create an account. If you want to create an account to manage prescriptions for a family member, you can do so by creating a manager account that does not require you to have an Rx number.

You can update your mobile number by signing in to the mobile app or Web Pharmacy and going to “Account.” Once on the account page, you will see the mobile number that’s in our system today and an option to update it. Please note that you will need to verify your new mobile number before you can get any texts from us.

You can update your email address by signing in to the mobile app or Web Pharmacy and going to “Account.” Once on the account page, you will see the email address that’s in our system today and an option to update it. Please remember to verify your new email address if you want to receive reminders over email.

To ensure that your health information is secured and accessible to you only, it is required that information you provide at the time of account creation exactly matches what’s on file with your pharmacy. Unfortunately, sometimes what is on file with the pharmacy is not exactly what you might expect. For example, your name might be Bill, but they have you as William at the pharmacy. Or there might be a typo in your date of birth.

Please review your prescription bottle carefully to confirm your information and if you cannot find any mismatches, contact your pharmacy for help.

You can do so either through the app or the web portal. Once you start to refill a prescription, you can review your order and change the pharmacy where you would like to pick up the prescription.

Once you try to place a refill order, the mobile app or the Web Pharmacy will let you know if there are any prescriptions that you cannot refill. An example when this will happen is when you try to refill a Schedule 2 drug using the mobile app or Web Pharmacy.

You will be notified if your order contains prescriptions that are expired or do not have any refills remaining. You will be able to place the refill order in such cases but your pharmacy may contact your doctor before processing your order.

If you are signed up for refill reminders, you will receive pick-up reminders from us once your prescription is ready for pick up. In some cases, you will also receive a reminder when the prescription is going to be restocked. If you are unable to pick up the prescription in six days, please contact the local pharmacy to arrange a later date.

You can change your pickup location while you’re refilling the prescription. If you’ve already requested the fill, you will need to contact your pharmacy to change pickup locations.

Our app only allows you to manage your current prescriptions. Please work with your doctor and local Raley’s to order your new prescription.

Yes. You can access your family’s prescriptions using Family Care in our mobile app or Web Pharmacy.

Yes, you can manage your pet’s prescriptions if they are on file at Raley’s. You can add your pet to your account by going to Family Accounts and adding a child in the mobile app or the Web Pharmacy. You will need a prescription number from one of their current prescriptions.

Go to the Family Care tab in your mobile application or Web Pharmacy. If you have not added a member of your family, you will be prompted to do so. Note that you will need a prescription number, the location where it was filled, and their first name, last name, and date of birth.

Yes. Download and install the mobile application. During the registration process indicate that you are registering a child. You will be prompted to register yourself as a “manager account.” Once you’ve done that, you can add your child’s prescriptions to that account.

Once you have a manager account, you can always add your own prescriptions to the account in the Family Care tab in the mobile application. Please note that you can create a “manager account” using the web pharmacy application too.

In order to add an adult, you will need their phone number or email address. You can invite your adult family member to allow you to manage their prescriptions during the registration process or by going to the Family Care tab on the mobile application or the Web Pharmacy.

You can add your own prescriptions to your account using the Family Care feature via the app or the Web Pharmacy.

Our Patients:
Here are two ways to request your own pharmacy records (protected health information):

1. Go to your pharmacy and ask for a printout (pharmacies have access to 3 years’ records, only).
2. To obtain older records, complete an authorization form (see link) and submit it to Raley’s privacy
office for processing (instructions on form). Be sure you complete all blanks and sign the form to avoid
delays.
Authorization to Request Records (PDF)

For Tax Purposes:
When one of our patients is unable to physically go to the pharmacy, a family member, friend, or
caregiver may obtain a “Form G – Authorization for Tax Information” from the pharmacy staff for the
patient to complete and sign (see link). Once the properly completed form is returned to the pharmacy,
pharmacy staff may provide records for the prior tax year.
Form G – Authorization for Tax Information (PDF)

For All Other Requestors:
To request pharmacy records (protected health information) for one of our patients, please provide to
Raley’s privacy office an authorization signed by the patient that complies with federal and state
regulations. Raley’s form of authorization is available for your convenience (see link).
Requests may be sent via email (privacyoffice@raleys.com), via facsimile (916.371.1323), or via USPS
(500 West Capitol Ave., West Sacramento, CA 95605).

Subpoena requests must be served on the registered agent for service of process. Please refer to the
secretary of state’s website for the agent’s address.