FAQ

Who can use Alliance Pharmacy?

Anyone with a written prescription from a prescriber licensed to practice in Canada can use Alliance Pharmacy. Faxed prescriptions must originate from the prescriber’s office.


Do I need insurance coverage?

No, you don’t need insurance coverage to use Alliance Pharmacy, but we directly bill all major insurance providers.


Is there a cost to activate my account?

No, there is no cost to create your account, and no additional cost for delivery or MedPack.


Is MedPack available across Canada?

YES, excluding Quebec. Call us to learn more.


Is my information private?

All your personal information is protected. Information is only used and disclosed for the purpose of processing benefit plan claims.


Will my doctor charge me to fax my prescription?

In our experience, doctors generally do not charge to fax prescriptions. However, it is at the discretion of your doctor.


How do I pay for costs that aren’t covered?

We accept major credit cards (American Express, Mastercard and Visa), prepaid credit cards, and Visa debit cards.


How do I contact a pharmacist?

To speak with a pharmacist, call our toll-free number. You can also book an appointment online and a pharmacist will call you.
1-877-796-7979 (NB, NL, NS, NU, ON, PE)
Monday to Friday
8:30am - 5:00pm EST

1-866-318-0047 (MB, NU, SK)
Monday to Friday
9:00am - 5:00pm CST

1-855-370-7979 (AB, BC,YT) 
Monday to Friday 
9:00am - 5:00pm PST


Does Alliance Pharmacy provide prescription counseling?

Prescription counselling is provided on all initial prescriptions. Experienced pharmacists are available for private and confidential consultation over the phone.


What if I need a prescription filled earlier than the next business day?

If you need a prescription filled immediately, use a local pharmacy. Typically this applies to a very small percentage of medications like antibiotics and antivirals.


What are Maintenance Medications?

A maintenance or chronic medication is one that is required on an on-going basis.  They are prescribed to treat chronic or long-term conditions, such as high blood pressure and diabetes.  Maintenance medications require regular refills and renewals.


What are Acute Medications?

Acute medications includes antibiotics and pain medications, usually treat one-time or short-term conditions.  Acute medications are typically low in cost and amount to approximately $100 annually per year per plan member.


What are Specialty Medications?

Specialty medications typically require special administration, handling, treat a rare or complex condition and may require additional patient support.  These medications treat conditions for which there are limited treatment options and result in annual costs varying from tens of thousands to hundreds of thousands.


What are Monitored Medications?

Monitored medications are drug substances that are classified in the following National Drug Schedules:

 

  • Narcotic
  • Controlled
  • Targeted

These medications require a unique level of personal identification upon dispensing.  These medications are not dispensed by Alliance Pharmacy and should be filled at another pharmacy.


How do I transfer my existing prescriptions from my current pharmacy?

Our pharmacists, with your permission, will coordinate the transfer of all existing prescriptions from your current pharmacy.


Can I fill prescriptions for monitored medications (narcotics, targeted, and controlled drugs)?

Alliance Pharmacy does not fill prescriptions for any monitored medications. For a complete list, see Monitored Drugs or speak with an Alliance pharmacist.


Does Alliance Pharmacy dispense compounds?

As of August 1st 2019, Alliance Pharmacy will no longer provide compounding services. Alliance Pharmacy will assist patients in the transfer of any affected prescriptions to a pharmacy of their choice.


What happens to my prescription when there is a manufacturer shortage on a medication?

Manufacturer drug shortages are not uncommon and are not within our control. A patient may be able to find a pharmacy that has stock of the manufactured drug shortage product. APG will transfer the prescription to that pharmacy upon request. Alliance Pharmacy is not responsible for the cost or non-insured portion of a prescription filled outside the preferred pharmacy network. Alliance Pharmacy strives to provide exceptional service and will work with a patient to an appropriate resolution related to drug shortages.


How long will it take for my prescriptions to arrive?

For most urban and suburban locations, shipments arrive the next business day. In remote locations, service may take longer. Ask a member of our pharmacy staff when filling your prescription for an estimated delivery time.


Where can my prescriptions be delivered?

Deliveries can be made across Canada provided they are served by a FedEx or Xpresspost courier. An adult is required to sign for receipt of a package.


How much does delivery cost?

Prescription drug delivery is always free.


Who can receive a delivery of my prescription medications?

An adult (over the age of 18) designated by the patient must sign for receipt of prescriptions sent via courier.


How do I pay online?

  • 1. Setup your Medication Dashboard
  • 2. Once a prescription is processed through your insurance the copayment is determined.
  • 3. Alliance will contact patient by their preferred communication method (text or phone) to inform them of copayment.
  • 4. Patient logins into dashboard and clicks “MAKE PAYMENT” button
  • 5. Patient is presented with details of copayments.
  • 6. Patient is redirected to Payment page
  • 7. Patient selects payment type – credit card/debit a. Credit – enter credit card details and submit payment b. Debit – select their bank, login with their bank credentials, approve payment
  • 8. Patient is provided confirmation (Approved/Declined) – Alliance receives instant notification, post payment and releases order for dispensing.


Does Alliance Pharmacy integrate with Alberta Netcare?

Alliance Pharmacy has contacted the Alberta eHealth team to consider allowing out-of-province health care providers to coordinate with the Alberta Netcare system. Thus far, we have been unable to gain permission to coordinate with Netcare and continue to make requests for reconsideration. You can access a real-time record of your prescriptions from our website at any time by setting up a web account at Alliancepharmacy.ca.