Your health is our mission. We strive to provide excellent customer service and quality care to all our patients. Our customer service teams are dedicated to ensuring you are satisfied with your medical care.
Use our Customer Service assets to help solve problems, answer questions, to tell us about concerns, or provide feedback on our facility’s services and care.
How can we help you today?
Who We Serve
Pharmacy services are open to all beneficiaries.
How to Fill Prescriptions
All pharmacy services are conducted at the Medical Clinic, Building 500, 1st
floor. Note: Sheppard Pharmacy does not automatically fill prescriptions sent to us by doctors – all prescriptions require activation.
New prescriptions and renewals are required to be sent electronically or may be activated either in-person at the medical facility or text ‘Get In Line’ to 833-429-4972.
Written prescriptions must be turned in/activated in person at the pharmacy. Refills should be called-in using the pharmacy refill line at 940-676-5709.
Standard new and renewed prescriptions will be ready within three duty days. Same-day services are reserved for acute medications such as new antibiotics or medications prescribed after being released from the hospital.
If being seen by a provider at the clinic for an appointment, check-in is required for pharmacy services.
Pharmacy Refill Line
Call 940-676-CARE (2273); option 2; then option 1 or call 940-676-5709. Refills will be ready within five duty days
Pick-up and Reminder Notifications
If you would like to receive pickup and reminder TEXT notifications, please notify a pharmacy staff member at the window. Prescriptions are held for ten(10) calendar days and will be returned to stock on the 11th day.
When prescriptions run out of refills or expire (one year after written date for all prescriptions other than controlled substances, which expire sooner) you must contact your provider to request that a renewal be sent to the pharmacy. We cannot refill an expired prescription or one that has run out of refills.
Sheppard Pharmacy can fill nearly all civilian prescriptions. However, some drugs are considered “non-formulary” and will require additional processing time if we are able to fill them at all.
Talk to a pharmacy representative or use the TRICARE Formulary Search Tool
to see if your medication can be filled at this pharmacy.
Check with Express Scripts
at the contact information below before filling prescriptions for non-formulary drugs at retail pharmacies.
Call 800-282-2881 or visit Express Script
Have a question about your medication? Try scanning the QR code on your prescription label using your smart phone!
Doing so will connect you to helpful information about the drugs you have been prescribed.
MHS GENESIS Patient Portal
- Select “Need an Account?”
- Click the second option “I am one of the following (Service Member, Family Member, DOD Civilian/Contractor”
- Hit “Continue”
- Complete the personal information requested and follow the rest of the steps
Logging into MHS GENESIS Patient Portal
- Enter your previously selected DS Logon username and password
- Select the same Security Image you chose previously
Messaging your Provider
- From your Dashboard on your Patient Portal, select “Message My Provider”
- Select “Send a Message”
- In the “To” field, type the appropriate provider/clinic
- Type in the prescriptions you needed activated and hit “Send”