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News | Feb. 22, 2024

Change Healthcare Cyberattack Impact on MHS Pharmacy Operations

By Military Health System Communications

A reported cyberattack on the nation’s largest commercial prescription processor, Change Healthcare (CHC), continues to affect military clinics and hospitals worldwide. On Feb. 21, 2024, CHC disconnected its systems to protect patient information. This has impacted all military pharmacies worldwide and some retail pharmacies nationally.
 
As of March 13, military clinics and hospitals will continue to provide prescriptions through manual procedures until this issue is resolved. Military pharmacies will give priority to urgent prescriptions followed by routine prescriptions. Each military hospital and clinic will continue to offer pharmacy operations based on their local manning and resources. Please be patient while pharmacies take longer than usual to safely fill prescription needs.

It is unknown at this time when this will be resolved. Beneficiaries should contact their local military clinic or retail pharmacy for the latest local updates on getting prescriptions filled.

Questions and Answers

Q1. Will my medication that I already called in to be refilled still be refilled or do I need to call it in again?
A1.
Medication will still be processed but may be delayed.

Q2. I have a new prescription for my MTF pharmacy. Will it get filled?
A2.
Yes, military pharmacies have procedures to process prescriptions when electronic systems are offline. Please be patient as pharmacy operations may take a little longer.

Q3. I have a new prescription for my retail pharmacy. Will it get filled?
A3.
Many retail pharmacies utilize CHC to some extent. If your TRICARE network pharmacy uses CHC and was affected by their action to disconnect their services, you may be asked to pay full cost for your prescriptions and then you will need to file a claim for reimbursement. You can choose another network pharmacy not affected by the outage or utilize the TRICARE Mail Order Pharmacy (TMOP), or you can take your prescription to your local military pharmacy. Information on filing a claim can be found here: Pharmacy Claims | TRICARE.

Q4. I use TRICARE Home Delivery. Will I get my prescriptions?
A4.
Yes, the TRICARE Home Delivery program was not affected by CHC going offline.

Q5. While the system is down, do I need a paper prescription?
A5.
Within the MTF, no you do not need a paper prescription. If your network provider's office is impacted, they may provide you with a paper prescription for prescription needs.


For more information, visit the Patient Portal Outages page.
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