Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

Patient Refills

Managing patient refills efficiently ensures a smooth process while maintaining accurate records and timely medication delivery. Below is a structured approach to handling refills, minimizing delays, and improving patient communication.

1. Proactive Refill Check-In

  • Begin checking with the patient about 3 weeks before their expected refill.
  • If conducting weekly check-ins, track their current dosage to estimate when a refill is needed.
  • Use the Pharmacy Turnaround Time Report to anticipate potential delays.

2. Refill Confirmation Process

When the patient confirms they are ready for a refill:

  1. Verify Current Dosage

    • Ask the patient to confirm the exact dose in units they are taking.

  2. Confirm Shipping Address

    • Ensure their shipping details are up to date.

  3. Provide Pharmacy Processing Time

    • Communicate the current pharmacy turnaround time.
    • Always add extra time as a buffer to set proper expectations.

3. Documentation in Patient Notes

Enter the following details in the patient’s Notes section:

  • Refill entered
  • Confirmed address (Include full address)
  • Medication ordered
  • Dose confirmed

For Patients on Multiple Medications

  • List all medications they are currently taking at the bottom of the note.
  • This ensures a quick overview of their full treatment plan at a glance.

4. Medication Switches (e.g., Semaglutide to Tirzepatide)

  • Note the change in medication.
  • Record previous medication and dosage before the switch.
  • Document new dosing instructions for the replacement medication.

📌 Pin the Note – This ensures quick access for any team member who may need to step in.

5. Processing the Refill Order

  1. Monitor for Invoice

    • Once the refill is entered, watch for the pharmacy invoice.
    • Forward a copy once received.

  2. Use HubSpot for Order Form Data

    • Copy and paste the following details from HubSpot into the order forms:
      • Driver’s License (DL) Number
      • Date of Birth (DOB)
      • Last Visit Date
      • Phone Number
      • Email Address
    • This minimizes errors and ensures all necessary details are accurate.

  3. Copy & Paste from Patient Emails

    • Always copy and paste the patient’s confirmed order request and address into HubSpot.
    • This eliminates typos and maintains consistency.

Final Notes

  • Staying proactive with refills reduces last-minute rushes and ensures patient satisfaction.
  • Clear documentation and pinned notes provide a seamless handover if another team member needs to assist.
  • Using copy-paste practices ensures accuracy in data entry, reducing errors and delays.

By following these steps, refill management becomes organized, efficient, and patient-friendly!