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Home : News : News
NEWS | Jan. 29, 2021

Feedback Fridays

By Brig. Gen. Caroline M. Miller 502d Air Base Wing and Joint Base San Antonio Commander

Feedback Fridays is a weekly forum that aims to connect the 502d Air Base Wing with members of the Joint Base San Antonio community. Questions are collected during commander’s calls, town hall meetings and throughout the week.

If you have a question or concern, please send an email to using the subject line “Feedback Fridays.” Questions will be further researched and published as information becomes available.

Q. I have been trying for two days to talk to someone at the Clinic Pharmacy or the Base Exchange Pharmacy at JBSA-Randolph to activate my prescription sent in early January by my doctor.

I live in New Braunfels and if I could do that by telephone, it would be better than having to wait to have it filled after it was activated. The lines are either busy all the time or it continues to ring and no one answers it. Then, it gets disconnected. 

We really appreciate the service we get on refills at the BX Pharmacy, but since COVID, we have had to go to the Clinic Pharmacy to get newly written prescriptions filled, even for the continuation of medicine I have been taking for years. 

Please let me know if my prescription has been received in the clinic pharmacy, so I don't have to get a written one to hand carry to the pharmacy and wait someplace else while it is filled. Thank you very much.

A.Thank you for your honest feedback. Phones are answered from 8 a.m. to 4:30 p.m. Monday through Friday, and patient volume is the only factor that controls how quickly phones are answered. We get hundreds of phone calls per day at JBSA-Randolph pharmacy and have been looking into some infrastructure changes for a few months now to address this exact concern.

Please consider looking here: to see all your options for Tricare network pharmacies. Some may save you time on your commute while we continue to work toward improving.

Q. I think you are doing an excellent job with the new COVID-19 vaccine rollout.

For those opting to receive it, could you work out some efficiencies with the waiting process?

When I went to get the vaccine, the line was so long; it likely would have been at least a two- or three-hour wait. The wait was not a show stopper for me, but the lack of social distancing while waiting was given the scenario. It made me feel uncomfortable.

We are the world's best Air Force; there has to be a better, more efficient way. Happy New Year! Go JBSA!

A.  We appreciate the feedback. We continue to make process improvements as vaccinations continue at Wilford Hall Ambulatory Surgical Center.

Recent changes include staggering first-dose appointment times from second-dose appointment times to reduce wait times. In addition, we have changed the waiting line flow and check-in location to aid in social distancing and wait times.