It is a common situation: you reach your ECHS polyclinic, but a medicine on your prescription is out of stock. ECHS has defined routes to make sure you still get an entitled medicine — through local purchase by the polyclinic, or a non-availability (NA) note that lets you buy it and claim reimbursement. This guide walks through those routes and how to avoid a gap in treatment, especially for long-term medicines. Procedures are set by the Central Organisation ECHS and revised periodically, so confirm current rules at your polyclinic or on echs.gov.in.
Why polyclinic shortages happen
Polyclinic pharmacies stock a formulary of commonly used medicines, but stock can run low because of demand spikes, supply-chain delays, or a newly prescribed item not yet held locally. A shortage does not mean you lose your entitlement — it changes how you obtain the medicine.
Route 1 — Local purchase by the polyclinic
For many entitled medicines that are temporarily out of stock, the polyclinic itself arranges local procurement and issues the medicine to you, at no cost. Ask the pharmacy staff whether the item can be sourced this way and when to collect it.
Route 2 — Non-availability note + reimbursement
Where local purchase is not possible, the polyclinic records non-availability. With that NA note you can buy the exact prescribed medicine yourself and submit a reimbursement claim. To protect your claim:
- Obtain the NA note before purchasing.
- Buy the exact medicine, strength and quantity prescribed.
- Keep the original GST bill and the prescription.
- Submit the claim through your polyclinic per the current procedure.
Reimbursement is made as per ECHS-approved rates, so the refunded amount may differ from the MRP you paid.
Route 3 — Doctor-approved substitute
If the exact brand is unavailable, the Medical Officer may prescribe a therapeutic equivalent — the same salt and strength under a different brand — that is in stock. This is routine and safe when done by the doctor. Never substitute a medicine, change its strength, or skip doses on your own judgement.
Don't let chronic medicines run out
For hypertension, diabetes, cardiac conditions, thyroid disorders and other long-term illnesses, continuity matters as much as the medicine itself. Plan refills before you run out, keep at least a few days' buffer, and if the polyclinic is short, use one of the routes above — or a home-delivery pharmacy — so there is never a gap.
Home delivery as a backup
When you cannot travel to the polyclinic, or face a shortage and need a medicine quickly, Army Medicine Supplier — an independent licensed pharmacy, not part of ECHS — can deliver prescribed medicines to your door in our service area. Upload your prescription, a registered pharmacist verifies it and quotes the price (up to 40% discount), and medicines arrive with free delivery and cash on delivery. See how ordering works or find your polyclinic.
Frequently asked questions
What should I do if my medicine is not available at the ECHS polyclinic?
Ask the polyclinic to record the non-availability. Depending on the item and current policy, the polyclinic either procures it locally and issues it to you, or gives you a non-availability (NA) note so you can purchase it and claim reimbursement. Keep the prescription, the NA note and the original bill for any claim.
What is an ECHS non-availability (NA) certificate?
An NA certificate (or note) is the polyclinic's record that a prescribed, entitled medicine was not in stock. It is the basis for local purchase or reimbursement. Without it, a reimbursement claim for a self-purchased medicine can be rejected, so always obtain it before buying.
Can I buy the medicine myself and get reimbursed by ECHS?
Yes, in cases where the polyclinic cannot supply an entitled medicine and issues an NA note. Purchase the exact prescribed medicine, keep the original GST bill and prescription, and submit the reimbursement claim through your polyclinic as per current ECHS procedure. Reimbursement is subject to ECHS rates and rules.
Will ECHS give a substitute if the exact brand is unavailable?
The Medical Officer may prescribe a therapeutic equivalent (same salt/composition) that is available, which is common and clinically appropriate. Any substitution should be made or approved by the doctor — do not switch brands or strengths on your own.
How are long-term (chronic) medicines handled when out of stock?
For chronic conditions like hypertension, diabetes or thyroid disorder, never let your medicine run out. If the polyclinic is short, ask for an NA note and the local-purchase/reimbursement route, arrange a substitute approved by the doctor, or use a home-delivery pharmacy so there is no gap in treatment.
Can Army Medicine Supplier deliver a medicine the polyclinic doesn't have?
Army Medicine Supplier is an independent licensed pharmacy (not part of ECHS) that delivers prescribed medicines to your door in its service area. It does not replace your ECHS entitlement — but when you face a shortage or cannot travel, you can upload your prescription and have the medicine delivered, with up to 40% discount and cash on delivery.
Who do I escalate to if medicines are repeatedly unavailable?
Raise it first with the polyclinic OIC. If it persists, escalate to the Station Headquarters and then the Regional Centre that the polyclinic operates under. You can also use the national ECHS helpline 1800-114-115. Persistent shortages of entitled medicines are a grievance ECHS expects to be reported.
Related guides
- ECHS referral process explained
- ECHS Smart Card application & renewal
- How to order ECHS medicines online