Patient FAQ
Frequently asked questions for patients receiving prescriptions through Photon
What Is Photon?
Photon is a modern prescription service that gives you more control and convenience when your doctor sends in a prescription. Instead of sending your prescription straight to one pharmacy, your care team can send it directly to you by text -- so you can choose where to fill it based on price, convenience, and availability.
Photon sends you a secure text message where you can:
- View your prescription
- Choose or switch your pharmacy
- Track real-time updates
- Get pickup times
- Receive help anytime (available 24/7 by text)
Photon handles communication with the pharmacy so you don't have to.
Photon does not give medical advice -- your provider will answer all medical questions.
Communication & Support
- SMS: 513-866-3212
- Availability: 24/7 for patient assistance
Getting Your Prescription
1. How will I receive updates about my prescription?
You'll receive a text from 513-866-3212 with a secure link to:
- View your prescription
- Pick a pharmacy
- Switch pharmacies
- See real-time updates
No app is required.
2. What happens after I choose a pharmacy?
Photon contacts the pharmacy, confirms they received your prescription, checks stock, and sends you a pickup or ready time when available.
3. Can I switch pharmacies later?
Yes. Use the link in your text or send Photon a message at 513-866-3212 with the new pharmacy name and address.
4. What if the pharmacy didn't receive my prescription?
Reply to your Photon text. Photon will resend it and confirm with the pharmacy.
5. What if I can't find my pharmacy in the list?
Text Photon with the pharmacy's name and address, and they will route your prescription there.
Medication Issues
6. What if no pharmacy has my medication?
Photon does not locate stock. If pharmacies near you are out of stock, contact your provider for next steps or alternatives.
7. What if prior authorization is required?
Photon will notify you if a PA is needed. Your provider will complete the paperwork and advise you on what happens next.
Questions for Your Provider
8. What questions should go to my provider?
Contact your provider for any clinical questions, including:
- What the medication is for
- How to take it
- Side effects
- Alternatives or changes
- Stopping the medication
- Any urgent or safety concerns
Photon cannot answer clinical questions.
9. What if I don't know why I was prescribed something?
Please contact your provider directly.
10. What if I don't want the medication?
Reach out to your provider. Photon cannot make changes to your prescription.
11. What if I don't know what the medication is?
Ask your provider for clarification. Photon cannot explain medications.
Phone & Access Issues
12. Do I need a smartphone?
- If you can receive text messages, you'll get a link and updates.
- If you have a landline only, your provider will choose your pharmacy and you won't receive texts from Photon.
Updated about 2 hours ago