Medications & Safety
New Prescriptions
My draft order disappeared or I can’t find it—what happened?
Draft orders in the Clara chat will expire after each calendar day if not sent to clinician for review. We do this to confirm that relevant health i...
What if I need a controlled substance?
Clara does not prescribe or manage controlled substances . In addition, certain conditions may be inappropriate for virtual or asynchronous care. You...
The medications on my final prescription don’t match what was first suggested—why?
Providers may change medications, doses, quantities, or refills after reviewing your chart and clinical appropriateness; the app may indicate when the...
My prescription order was rejected—why, and what do I do next?
A provider will reach out about best next steps.
What do the statuses mean (draft, in review, approved, sent to pharmacy)?
Draft — proposed order not yet submitted for review. In review — sent to clinician for review. Approved — cleared for next patient action. Order...
What happens after I submit a prescription order?
The order moves to review by the clinical team. If additional information is needed, a provider will message you. If there is no additional informat...
Do I talk to a provider in chat, or is this automatic?
All medical decisions are made by licensed providers. AI tools may organize, summarize information, or draft orders, but they do not replace provider...
How do I ask for a new prescription in Clara?
Start or continue a conversation in chat— Clara may propose medications as part of a prescription order. Clara will review the order, confirm details...
Refills
Does Clara know what I’m already taking?
Before Clara drafts any medications orders (new or refills), you must complete a medication reconciliation. This allows for Clara and the clinical tea...
How is a “refill” different from a “new” prescription in the app?
Both go through the same review by a provider ; the difference is whether the medication is treated as a refill of something you already take vs a ne...
How do I request a refill of a medication I already take?
You can request refills for current medications through Clara chat. Refill line items are labeled Refill in the order when the clinician proposes a...
The pharmacy says they don’t have the order or it’s too soon to fill—what should I do?
This could be due to a number of reasons: Pharmacy technical issues Insurance rules Clara provider approval process If it has been more than 24 hou...
Pharmacy & Fulfillment
How long until my pharmacy receives the prescription?
After a provider reviews and approves the prescription order, timing depends on e-prescribe routing and pharmacy processing, so times can vary.
Can I change which pharmacy my prescriptions go to?
Yes. When a prescription order is being drafted, you will have the ability to change your preferred pharmacy. Note: The pharmacy will need to be loca...
Why did you ask for my pharmacy during onboarding?
This is done so that prescriptions can be sent to a preferred pharmacy you choose. You can skip pharmacy selection during onboarding if you prefer...
Safety
What if I have a reaction or side effect after starting a medication?
Clara is not designed to handle medical emergencies. Please call 911 or go to your local urgent care.
Where do I list allergies, reactions, or current medications?
You will be required to go through a medication reconciliation prior to Clara drafts any prescription orders. This is how the clinical team has the mo...