If you realize you may run out of medication, contact your pharmacy first to determine whether another refill or prescription is already available.

If a new prescription is needed, ask the pharmacy to electronically send a request to Nova Health.

Running out of medication does not automatically constitute a medical or psychiatric emergency. Please plan ahead and do not wait until Friday afternoon, a weekend, holiday, or after office hours to address a medication supply that you know is running low.

Still having issues?

Contact Nova Health during regular business hours so your healthcare team can review the situation and determine what options, if any, may be appropriate.

Patients are responsible for keeping medications safe and secure.

If medication is lost or stolen contact Nova Health during regular business hours.

Replacement prescriptions are not guaranteed.

Your clinician will determine whether replacement is appropriate based on the medication, circumstances, refill history, safety considerations, prescribing requirements, and clinical judgment.

Additional documentation may be requested when appropriate, including documentation related to a theft (i.e. police report). Providing documentation does not guarantee that an early replacement prescription will be issued.

Once Nova Health sends a prescription, additional processing is handled by your pharmacy and, when applicable, your insurance company.

Medication availability, pharmacy inventory, insurance coverage, prior authorization requirements, refill-too-soon restrictions, and medication shortages can affect when your medication becomes available.

If your pharmacy says your medication is not available:

1. Check with your pharmacy first.
Ask whether the prescription is on file and whether the issue involves refills, inventory, insurance coverage, or prior authorization.

2. Ask the pharmacy to contact Nova Health electronically if action from your prescriber is needed.

3. Allow 48–72 business hours for routine requests received by Nova Health.

4. Allow additional time when your insurance company requires prior authorization or additional review.

Controlled Medications

Controlled medications have additional prescribing and monitoring requirements.

An appointment is often required before a controlled medication can be prescribed or refilled. Please keep this in mind when scheduling appointments and monitoring how much medication you have remaining.

If you take a controlled medication:

• Keep required follow-up appointments.

• Schedule your next appointment before your medication is expected to run out.

• Check with your pharmacy first to determine whether another prescription is already on file.

• Allow at least 48–72 business hours for prescription requests to be reviewed.

• Complete required laboratory testing or other monitoring.

• Take your medication only as prescribed.

• Store controlled medications securely.

Whether a controlled medication can be prescribed before an appointment is at the discretion of the prescribing clinician. Having an appointment scheduled does not guarantee that a prescription will be provided before that visit.

Early Refills

Controlled medications are expected to last for the period for which they were prescribed.

Requests for early refills are reviewed individually and may not be approved. Running out early does not guarantee that an additional prescription will be provided.

A prior authorization (PA) is an additional approval process that some insurance companies require before they will cover certain medications.

Your insurance company may request information from your clinician about your diagnosis, previous treatments, treatment response, or why a particular medication is clinically appropriate.

A prior authorization does not necessarily mean there is a problem with your prescription. It means your insurance company requires additional information before making a coverage decision.

PRIOR AUTHORIZATIONS REQUIRE ADDITIONAL TIME

Nova Health's 48–72 business-hour prescription processing time and your insurance company's prior authorization review time are separate timelines.

Once the required information is submitted, Nova Health cannot control how quickly the insurance company reviews the request or whether coverage is approved.

Prior authorizations require additional administrative work by your healthcare team. This may include reviewing medical records and previous treatments, completing insurance-specific questions, submitting clinical documentation, responding to requests for additional information, and sometimes completing an appeal.

Nova Health works to complete these requests as efficiently as reasonably possible while continuing to provide care to scheduled patients and address other clinical responsibilities.

What You Can Do

If your pharmacy tells you a prior authorization is required:

1. Make sure the pharmacy has your current insurance information.

2. Ask the pharmacy to send the prior authorization request to Nova Health.

3. Allow time for our team to complete the required clinical documentation.

4. Continue checking with your pharmacy and insurance company for updates.

Repeated calls or messages to Nova Health generally will not make the insurance company's review process move faster after the necessary information has been submitted.

Nova Health is an outpatient healthcare practice.

Nova Health does not provide emergency medical or psychiatric services.

Running out of medication, needing a routine or early refill, experiencing an insurance or prior authorization issue, or needing a prescription sent to another pharmacy does not generally constitute an emergency.

Seek immediate emergency medical attention for severe or potentially life-threatening concerns, including:

• Difficulty breathing or swelling of the face, lips, tongue, or throat.

• A severe allergic or medication reaction.

• Suspected medication overdose.

• Loss of consciousness, seizure, or severe confusion.

• Severe or rapidly worsening symptoms after taking medication.

• Immediate risk of suicide or inability to remain safe.

• Severe psychiatric or behavioral symptoms creating an immediate risk of harm to yourself or another person.

For an immediate emergency, call 911 or go to the nearest emergency department.

For a mental health or suicide-related crisis, call or text 988.

Do not use routine refill requests, voicemail, website messages, or other routine office communication for an emergency.

PHARMACY FIRST → REQUEST EARLY → ALLOW 48–72 BUSINESS HOURS → KEEP YOUR APPOINTMENTS

✓ Monitor how much medication you have remaining
✓ Check with your pharmacy first
✓ Request medication before you run out
✓ Keep required follow-up appointments
✓ Complete required laboratory testing and monitoring
✓ Keep pharmacy and insurance information current
✓ Allow additional time for prior authorizations
✓ Store medications securely

All prescribing decisions are based on clinical appropriateness, applicable prescribing requirements, and the judgment of your treating clinician.