Madigan Pharmacy Drive-Thru
The Pharmacy Drive-Thru at Madigan Army Medical Center is the sole point of access for patients as social distancing requirements have closed the waiting room in response to COVID-19. Madigan has deployed staff to manage the load of a 5,000 prescriptions a day operation and reduce the burden of long waits on patients. Photo taken on March 22, 2020 on Joint Base Lewis-McChord, Wash. (Photo Credit: John Wayne Liston) VIEW ORIGINAL

MADIGAN ARMY MEDICAL CENTER, Joint Base Lewis-McChord, Wash. – In the face of the global pandemic now known as COVID-19, Madigan’s main outpatient pharmacy is proactively introducing sweeping changes in its operations to keep its staff and patients safe, while still providing needed medications to its patients. Madigan’s Main Outpatient Pharmacy has taken many bold actions to date in the name of staff and patient safety, including utilizing the Pharmacy Drive-Thru as the sole point of service for beneficiaries. This eliminates possible exposure to COVID-19 in the Pharmacy lobby and waiting areas, which no longer have walk-in access. These steps have been taken as a response to COVID-19, not to limit services to beneficiaries.

The Madigan Outpatient Pharmacy Drive-Thru window is currently open Monday through Friday from 5:00 a.m. to 7:00 p.m., and Saturday from 7:00 a.m. to 4:00 p.m. The Drive-Thru is closed on Sunday.

“All prescription refills must now be called in at (253) 968-2999. Allow three days for processing before coming to the Drive-Thru,” said Dan Gardner, Madigan's supervisory pharmacist. “Also, for the sake of safety, only vehicles are allowed in the Drive-Thru lanes. If a patient doesn’t have a vehicle and will arrive via public transit or any other method, we ask them to call ahead for instructions,” added Gardner.

The Madigan Pharmacy Call Center & Prescription Transfer Information Line

For pharmacy questions, such as “Is my medication ready?”, “Did you receive a prescription from my doctor?”, or any other questions, patients can contact Madigan’s dedicated Pharmacy Call Center & Prescription Transfer Information Line at (253) 968-2586. The call center is available Monday through Friday from 8:00 a.m. to 7:00 p.m., and Saturday from 8:00 a.m. to 4:00 p.m.

As an alternative to extended wait times at the Drive-Thru that many have experienced, patients are also encouraged to consider using the Home Delivery option or network pharmacies near their homes (a nominal copay may apply) as alternatives. Madigan providers can easily e-prescribe most medications to these pharmacies. Patients must enroll in the Home Delivery option first if they choose to use this resource.

How to Transfer Your Prescription to Mail Order:

Patients can save money using TRICARE Pharmacy Home Delivery compared to using a retail network pharmacy. Getting registered in the Home Delivery service is required prior to transferring your medication. Although copays apply, FREE standard shipping is included with your TRICARE benefits.

STEP 1: Register with the TRICARE Home Delivery Pharmacy (also known as the TRICARE Mail Order Pharmacy), by calling 1-877-363-1303 or visiting for more details on how to register for the Home Delivery System or download the mobile app by searching “EXPRESS SCRIPTS” in your APP STORE. Registration in the Home Delivery Pharmacy Program must be completed before we can transfer your medications.

STEP 2: Call the Madigan Pharmacy Call Center and Transfer Prescription Line at (253) 968-2586. Ask our staff to TRANSFER your active prescriptions to Express Scripts Home Delivery. You can also contact this number if you have any questions or concerns about setting up this process.

Madigan’s pharmacy team hopes that the extended hours of the Drive-Thru, alternatives like network pharmacies, and the Home Delivery Pharmacy Program creates multiple avenues for patients to acquire medications.

“We are also working hard to communicate to our patients that peak times for the Drive-Thru are generally between 10 and 11 a.m., and 4 and 5 p.m. Visiting at times outside of these hours may reduce your wait time. So we urge beneficiaries to use the Drive-Thru at other times, if at all possible,” Gardner said.

“We understand that these proactive measures, designed to protect our patients and staff, are a huge change for many of our patients, but we are facing a global pandemic that has affected our local community significantly and Madigan is committed to taking proactive measures while still providing our patients the best care possible,” Gardner added.

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