Frequently Asked Questions

How do I contact you to get started?

Please call us at 1-844-443-6879 to get started and our team will coordinate your prescription with your doctor’s office.

What are your hours of operations?

Gentry Health Services is open Monday thru Friday, 8am to 6pm, Saturday 9am to 1pm (EST), excluding major holidays. If you happen to contact our pharmacy via email or online inquiry, or after hours and leave us a voicemail, your inquiry will be returned promptly the next business day.

Our expert staff is available for around-the-clock support. You will always have access to a clinician 24 hours a day, 7 days a week, to answer your questions regarding your medication therapy. If you have an urgent issue after hours, please call 844-443-6879 and follow the prompts to leave a message for our on-call clinician to respond as soon possible. In the event of a true emergency, please dial 911. For any non-urgent inquiries, your message will be returned within 1 business day.

How do I order a new prescription?

Please give us a call, and we would be happy to handle the entire process for you. We will contact your physician to obtain all necessary information. If you have a prescription in hand, you can send it to Gentry Health Services. Your physician can also Mail, Fax, or E-Prescription your medication to us.

Gentry Health Services, Inc.
33381 Walker Road, Suite A
Avon Lake, Ohio 44012
Fax – 1-844-329-2447

How do I refill my prescription?

Our care coordinators will manage the refill process for you. We will call to schedule your order in advance before you run out. If you have any insurance changes, please contact us as soon as possible.

What will my out-of-pocket cost be?

Prescription cost will vary depending on your insurance. Because drug pricing can change on a daily basis, your co-pay cost cannot be made until your claim is processed. If you have Medicare Part D drug coverage, the cost of your prescription will change significantly as you meet your deductible and initial co-pay, progress through the “donut hole” and reach total out-of-pocket expense. You may also call the Member Services phone number on your prescription insurance card to get the most current information. Upon request, you may call our pharmacy for a cash quote for your medication.

How can you help reduce my out-of-pocket cost?

If you cannot afford the cost of your prescription, Gentry Health Services will try and identify co-pay card assistance, patient assistant program support, and/or charity organizations.

How can I pay for my prescription order?

We accept personal checks, money orders, or major credit cards such as MasterCard, Visa, Discover, or American Express.

Do you allow substitution of medications?

At Gentry Health Services, we dispense the drug as written by your prescriber whenever possible. However, when appropriate and where alternatives exists such as generic medications, Gentry Health Services will consult with you and your prescriber to discuss the alternative product that may be more suitable, more cost effective, or preferred by your insurance carrier. If you and your prescriber approve, only then will Gentry Health Services substitute to an alternative or generic product. You have the right to refuse an alternative or generic medication. If you do not wish to receive an alternative or generic medication, please call our pharmacy toll-free at 844-443-6879, send an email to askgentry@gentryhealthservices.com or a letter to our pharmacy.

How do I access medications in case of an emergency or disaster?

Gentry Health Services prides itself on providing outstanding care to our patients during disasters. In the case of inclement weather or other disaster, Gentry Health Services has a plan to continue providing services, when feasible. In the event of a disaster, you will continue to be contacted to ensure that you receive medication on time. Every effort is made to coordinate care with local enforcement agencies when needed.

Procedures for ensuring continuation of your care/service in the event of a disaster are detailed below:

In the event of an impending event (e.g. major storm), you will be contacted by phone by Gentry Health Services personnel to be informed about the nature of the event, specific plans for meeting your immediate needs and / or the expected date service will be reinstated.

In particular, should Gentry Health Services be forced to cease operation as a result of the disaster or mandatory evacuation, you will be notified that therapy services will be coordinated with an alternate Gentry Health Services location or a subcontracted pharmacy during the emergency.

If the backup Gentry Health Services location and the subcontracted pharmacy are unable to provide the service and deliver your medication(s) on time due to damage caused by a disaster and unavailability of any delivery system, Gentry Health Services will contact you and obtain information about the nearest operating local pharmacy and will transfer your prescription(s). You will be informed when Gentry Health Services will continue servicing you and we will transfer your prescription(s) back after we have recovered from the disaster. You may need to provide the local pharmacy phone number to Gentry Health Services in order to transfer your prescription(s) back to Gentry or you may notify your physician and obtain prescription(s) to provide to Gentry Health Services.

If you have an immediate need for medication, we will supply your medication needs on a priority basis. You will receive enough supplies to get through the initial phase of the disaster, whenever possible. The number of days of medication and supplies to be shipped will be determined by the pharmacy manager and safety coordinator.

If an emergency occurs and we are unable to contact you, or you are unable to contact us and you are experiencing difficulties administering or obtaining your medication, please go to the nearest hospital emergency room for help.

If you are in danger or are in immediate need of medications, first contact the closest emergency department or call 911 and then attempt to us.

We ask that you seek medical attention should you be in a disaster and inform us of any change in status or if you need to relocate temporarily as a result of the disaster.

How do I check on the status of my prescription order?

Gentry Health Services is available to answer any questions regarding the status of your prescription order during our normal business hours of 8AM to 5PM, Monday through Friday, excluding major holidays, by calling toll-free 1-844-443-6879.

How do I transfer a prescription to another pharmacy?

In the event you would like your prescription transferred to another pharmacy, please have your new pharmacy contact Gentry Health Services at 1-844-443-6879 to request a transfer of the prescription.

How do I obtain a medication that is not available at Gentry Health Services?

At Gentry Health Services, we review insurance coverage on every prescription submitted to our pharmacy. If we cannot fill your medication for any reason, we will be happy to research who can fill your prescription and ensure that the prescription is forwarded to that pharmacy for processing.

What do I do if my medication has been recalled?

Gentry Health Services subscribes to alert services to learn as quickly as possible when a recall has been issued on any product dispensed by our pharmacy. Gentry Health Services will most likely contact you before you learn of a medication recall. However, in the event you learn of a recall, please contact our pharmacy toll-free at 1-844-443-6879 to inquire and learn more about the recall and any potential next steps.

How to handle adverse reactions

If you feel you are experiencing a life-threatening adverse event, first contact the closest emergency department or call 911 before attempting to contact Gentry Health Services. Our pharmacists are available 24/7 to answer any questions you may have, including any potential adverse reaction.

How do I report concerns or errors?

Gentry Health Services’ staff strives to provide quality products and services that are consistent with our philosophy. If you are unhappy with our service or have concerns about safety and quality of care, we would like you to contact our management team. You may either call us at the number below or complete the on-line form at the link provided below.

Within five calendar days of receiving your concern, we will notify you by using telephone, electronic mail, and fax or letter format that the matter is under investigation. Within fourteen calendar days, the organization will provide written notification to you with the results of its investigation and response.

To download a copy of our Concerns and Grievances form, click here.


Contact Us

Online Contact Form
Phone : 1-844-443-6879
Fax : 1-844-329-2447
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