Commander’s Action Line: MHS GENESIS Patient Portal

  • Published
  • 6th Air Refueling Wing Public Affairs

The following is a Commander’s Action Line submission concerning the MHS GENESIS Patient Portal and the 6th Air Refueling Wing commander’s response:

Q. “Sir, the new system appears to be unstable, and it is unusable. The drive-thru pharmacy is not answering the phone. The MHS GENESIS Patient Portal is a big do-loop since Sept. 24.”

A. We apologize for the inconvenience you experienced when trying to reach the pharmacy.

Together, we are enduring the frustrations of the implementation of the new electronic health record system.

The 6th Medical Group pharmacy phone lines were deactivated in 2020 primarily due to patient safety risks and our inability to provide the level of customer service you deserve as a valued beneficiary.

Since 2020, pharmacy phone lines are only utilized with the automated refill system and all other communication with the pharmacy must occur either in person during duty hours or online through secure messaging, now located within MHS GENESIS Patient Portal.

We ask for your patience during this time as this is new not just for you, but for our staff as well.

For medication refills (current prescription with active refills), you have three options:

1. Log into Tricare Online, select ‘MHS GENESIS’, click on Go to ‘MHS GENESIS Patient Portal’, select ‘Messaging’, click ‘Send a Message’, and **type** MacDill Pharmacy Services. Note: You must type this in its entirety to see it. Then send a message asking for activation or refill of your medications, including drug name(s) and provider name(s).

2. Call the Audio Care Pharmacy Refill Line to request refills at (813) 828-2273. This is the same process as before Sept. 24.

3. Request refills/activation in person at the Urgent Care pharmacy during duty hours or use the external drop box in the drive-thru pharmacy located at 7101 Kingfisher Street during duty hours, Monday thru Friday 7:30 a.m. to 4:30 p.m. or use the external drop box in the drive-thru pharmacy parking lot at any time. Please allow three duty days for refills to be processed before picking them up at the pharmacy.

Medication renewal (medication that no longer has refills): 

1. Log into Tricare Online, select ‘MHS GENESIS’, click on ‘Go to MHS GENESIS Patient Portal’, select ‘Messaging’, click ‘Send a Message’, and type your primary care provider’s last name. Select your primary care provider from the drop-down menu and send a message requesting the medication(s) be renewed. Please include the dose and how often you take the medication. Please allow 72 hours for a response from your primary care team regarding the renewal of medications.

For more information, please visit

The Commander's Action Line is a forum for the MacDill AFB community.

The Commander's Action Line provides the community a direct link to Col. Adam D. Bingham, 6th Air Refueling Wing commander. The Commander's Action Line can be used to express constructive points of view on the policies and procedures of the base, as well as discuss safety and security issues.

The goal is to provide you with an accurate, timely response. Col. Bingham wants your input; however, Airmen should use this tool after coordinating problems or concerns with supervisors, first sergeants, or commanders. If you're not satisfied with the response, or you are unable to resolve the issue, the Commander's Action Line is for you.

Thank you for participating in the Commander's Action Line. Email suggestions and or complaints to

You may also provide customer comments or suggestions using MacDill AFB’s Interactive Customer Evaluation (ICE) site by visiting