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FaceyConnect - Patient Portal

Krames-Staywell Knowledgebase Knowledgebase



  • What do I do if I need my prescription refilled?
    To request a refill please contact your retail pharmacy. If your medication requires your physician’s approval, your retail pharmacy will contact Facey to initiate a refill request. Please allow your care team 48 hours to process the refill request. If you require a follow-up visit with your provider before your prescription can be filled, your pharmacy will notify you directly.

    Please be sure to call your retail pharmacy for refills BEFORE your supply runs out to avoid an emergency situation. If you need your prescription on the same day, be sure to tell your pharmacy so that they can try to accommodate your needs. Don’t assume that they will do the refill on the same day - be sure to advise them of this need.

  • How do I get a refill on my narcotic or controlled substance medication?
    Some narcotic medications (e.g., Norco, Vicodin, Oxycontin, Adderall) require a hard copy prescription to be picked up at your doctor’s office. To request a prescription please call your doctor’s office to speak to a receptionist. A request will be sent to your doctor and a member of their care team will contact you once your hard copy prescription is ready for pick up. You may need a follow-up visit with your provider before approval of your hard copy prescription.

  • What do I do when my medication is not covered by my insurance?
    Please have your retail pharmacy contact the Prescription Refill Department at 661-222-2622. Your retail pharmacy will request for a prior authorization or request for an alternative medication that is covered by your insurance.

  • Can request refills on-line?
    Yes.  With FaceyConnect, our online patient portal, it’s easy to review a list of your current and past prescription medications. You can also request refills on medications that you are close to running out of.  Some medications require us to schedule an office visit before they are refilled.  

    To learn more
    about FaceyConnect, click here.
  • How far in advance can I request a refill?
    Please contact your retail pharmacy 1 week before you run out of medications.
  • What will my pharmacy need to know when I call?
    In most cases, just the prescription number located on the label of your medication bottle.
  • How long should it take to process?
    Allow 48 hours for your refill to be ready, not including the weekend. If you have unused refills on your prescription, it may be ready sooner.
  • How do I know when my prescription is ready for pick-up?
    Please check directly with your retail pharmacy. Some pharmacies may have services where patients will receive a phone call or a text message once your prescription is ready for pick up.
  • How do I transfer my prescription to a different pharmacy?
    Please call your desired retail pharmacy where you would like to pick up your medication. Let your pharmacist know that you have an existing prescription at another retail pharmacy. Your desired pharmacy will call and request your prescription to be transferred from your previous pharmacy.