Patient Portal Outages

  • There may be times when the Secure Patient Portal is unavailable due to scheduled maintenance or technical problems. 
  • You can complete actions that you usually complete on the Secure Patient Portal in other ways.

Change Healthcare Cyberattack Impact on MHS Pharmacy Operations

A reported cyberattack on the nation’s largest commercial prescription processor, Change Healthcare, continues to affect military clinics and hospitals worldwide. On February 21, Change Healthcare disconnected their systems to protect patient information. This is impacting all military pharmacies worldwide and some retail pharmacies nationally.

As of February 28, 2024, military clinics and hospitals will continue to provide prescriptions through manual procedures until this issue is resolved. Military pharmacies will give priority to urgent prescriptions followed by routine prescriptions. Each military hospital and clinic will continue to offer pharmacy operations based on their local manning and resources. Please be patient while pharmacies take longer than usual to safely fill prescription needs.

It is unknown at this time when the issue will be resolved. Beneficiaries are encouraged to contact their military hospital and clinic or retail pharmacy for the latest local updates.

Questions and Answers

Q1. Will my medication that I already called in to be refilled still be refilled or do I need to call it in again?
A1. Medication will still be processed but may be delayed.

Q2. I have a new prescription for my MTF Pharmacy, will it get filled?
A2. Yes, military pharmacies have procedures to process prescriptions when electronic systems are off line. Please be patient as pharmacy operations may take a little longer.

Q3. I have a new prescription for my retail pharmacy, will it get filled?
A3. Many retail pharmacies utilize CHC to some extent. If your TRICARE network pharmacy uses CHC and was affected by their action to disconnect their services, you may be asked to pay full cost for your prescriptions and then you will need to file a claim for reimbursement. You can choose another network pharmacy not affected by the outage or utilize the TRICARE Mail Order Pharmacy (TMOP), or you can take your prescription to your local MTF pharmacy. Information on filing a claim can be found here: Pharmacy Claims | TRICARE

Q4. I use TRICARE Home Delivery. Will I get my prescriptions?
A4. Yes, the TRICARE Home Delivery program was not affected by CHC going off line.

Q5. While the system is down, do I need a paper prescription?
A5. Within the MTF, no you do not need a paper prescription. If your network provider's office is impacted, they may provide you with a paper prescription for prescription needs.

Refill and Check the Status of Your Prescriptions

To refill and check the status of your prescriptions at your military pharmacy:

Schedule or Cancel Appointments

Please call the Central Appointments Line at your military hospital or clinic to schedule, change, or cancel appointments for yourself or family members. To find the right phone number to call:

Note: You won’t get appointment reminders via email or text message while the patient portal is down. 

View or Download Your Personal Health Data

While the Secure Patient Portal is down, you won’t be able to view or download your personal health data. If you need specific information, please contact your provider or his staff directly. To find the right phone number to call:

Last Updated 2/29/2024