Refill Request

• What if I’m having a medical emergency?
Please call 911 for all medical emergencies.
• What if I have a sudden onset of side effects from a medication such as a sudden onset of high fever, severe muscle rigidity, tremors, development of mouth sores, skin rash, and rapid heart rate?
For any alarming side effects, please call 911 or go to the nearest emergency room.
• What if I need a medication refill?
It is the patient’s responsibility to notify the office in a timely manner when refills are necessary. Approval of your refill may take up to three (3) business days, so do not wait to call. It is advised you contact the medication team when you have seven (7) days of medications left. If you use a mail-order pharmacy, please contact us when you have fourteen (14) days of medications left.
• What is the timeline of the medication refill?
Medication refills will only be addressed during regular office hours (Monday-Friday, 8 a.m.-5 p.m. CT). Please notify your provider on the next business day if you find yourself out of medication after hours. No prescriptions will be refilled on Saturdays, Sundays or holidays.
• What if I need a medication change or dosage adjustment?
If you need something altered with your medication, please request an appointment online or by phone at (877) 747-4294. Patients requesting new prescriptions must be seen for an appointment, as they are not prescribed over the phone or via email.
• What if I need a prior authorization for my medication?
Depending on your insurance, this process may involve several steps by both your pharmacy and your provider. The providers and pharmacies are familiar with this process and will handle the prior authorization as quickly as possible. Only your pharmacy is notified of the approval status. Neither the pharmacy nor the provider can guarantee that your insurance company will approve the medication. Please check with your pharmacy or your insurance company for updates.
• Do I need an appointment to get my refill?
It is important to keep any scheduled appointments to ensure that you receive timely refills. Repeated no-shows or cancellations will result in a denial of refills.
• How will I know my refill request has been approved?
The medication team will notify you of the provider’s response within three business days
• How long in advance should I request a refill for my medications?
Patients should factor in 7 business days to have refill requests fulfilled.
• How long should it take for someone to return my call for medications?
Our team will connect with you about your refill within three business days.
• What if I run out of medications prior to my follow up appointment?
Complete the medication refill request online at the CWG website. The medication team will communicate the provider’s response to you within three business days. Please call (972) 433-0088 if this is an urgent matter.
• What if my medication isn’t showing up in my pharmacy app?
If your medication is not appearing in your pharmacy app, please contact your pharmacy prior to contacting the CWG medication team.
• What if I’m traveling soon and will run out of medications before I return?
To discuss upcoming travel, please click on the medication tab on the CWG website. A medication specialist will return your message within 2 business days, but please call with enough time to fulfill the refill.
• What if my medications are lost or stolen?
If your medications are stolen, you must file a police report. If your medications are lost, please contact the medication team to discuss the situation. Medications may not be refilled in many situations. If the medications are approved for a refill, the refill will only be allowed one time for lost medications.
• I understand there is a national shortage of certain medications (ex., stimulants, benzodiazepines). What can I expect when submitting a refill request for one of these medications?
If you are prescribed a stimulant, it will be sent to your preferred pharmacy within one (1) business day. Due to the national shortage, if we need to resubmit your prescription to a different pharmacy, this can take up to 3 business days to complete. We are not able to send stimulant refills after office hours during the week or on the weekend.

It is important to keep your scheduled appointment to ensure that you receive timely refills. Repeated no shows or cancellations will result in a denial of refills.

If you have any questions regarding medications, please discuss these during your appointment. If for any reason you feel your medication needs to be adjusted or changed, please contact us immediately.