Refill Requests Without Becoming “On Call”
If refill messages are eating your nights, it is a workflow issue, not a character flaw. Three pieces fix it: a 30-second policy, a short form, and two daily batching windows.
1) A policy patients can read in 30 seconds
Post it on your site, intake packet, portal auto-reply, and voicemail.
Refill policy template (edit for your state and scope):
Where to request: Patient portal or pharmacy e-request only. No email or voicemail refills.
Turnaround: Within 2 business days. No after-hours processing.
Visits required: Seen within 6 months for maintenance meds; sooner for stimulants, benzodiazepines, or antipsychotics per regulations.
Safety checks: PDMP for controlled substances; vitals or labs as indicated; side effect review.
Bridges: One-time bridge up to 7 days, once per year per medication, only if last visit was within 90 days and the next visit is scheduled. Not for controlled substances.
Pharmacy changes: Request through the portal form with pharmacy phone number.
Crisis: For urgent safety concerns, call 988 or go to the nearest ER. Then update the portal.
Lesser-known upgrade: Add a “refill readiness” checklist where patients see it. Examples: antipsychotics need recent A1c and lipids; stimulants need PDMP and BP/HR; valproate needs platelets and LFTs. This reduces back-and-forth.
2) A form that gets it right the first time
Create one required portal form to stop the “five messages to clarify” loop.
Include:
Medication, dose, frequency, quantity
Pharmacy name and phone number
Days of medication remaining
Side effects or new symptoms
Recent medical changes (pregnancy, hospitalization, new meds)
Last and next appointment dates
Consent checkbox: “Refills are processed during business hours and may require labs or a visit.”
Lesser-known upgrades:
Same-pharmacy confirmation checkbox to prevent accidental changes and duplicate scripts.
“Refill Sync” form for patients on multiple meds so you can align renewal dates over the next two cycles.
3) A batching habit that saves hours
Stop handling refills as they appear. Batch them.
Example schedule:
1:00–1:30 pm: Process portal and pharmacy requests using quick-text templates.
4:30–4:50 pm: Final sweep, sign e-prescriptions, send “need labs or schedule” messages.
Smart phrases by class:
SSRI: PHQ-9 date, side effects, follow-up date.
Stimulant: PDMP check, vitals, appetite/sleep, diversion screen, follow-up interval.
Antipsychotic: AIMS date, metabolic labs status, care plan if due.
Prevention beats triage
Issue longer supplies when appropriate. Ninety-day fills for stable meds lower portal volume.
Refill at the visit. Reconcile meds and send renewals before you close the chart.
Set a “refill sync month.” Align renewals to the same week.
Offer a 15-minute “Refill Review.” Move complex message threads into a short visit.
Triage that protects your brain
Tag messages in three buckets:
Admin: Pharmacy updates, address changes. Hand off to your assistant.
Clinical non-urgent: Stable refills. Batch.
Clinical urgent: Side effects or safety concerns. Convert to same-day check-in or direct to emergency care when indicated.
Auto-reply you can use:
“Thanks for your message. Refills are processed on business days within 2 days. Please use the portal refill form with medication, dose, remaining days, and pharmacy phone number. If you are out today, schedule the next available visit or request a bridge if eligible. For urgent safety concerns, call 988 or go to the nearest ER.”
What you get back
Fewer messages because patients know the path
Faster processing because you have the right info up front
Safer care because checks are embedded in the workflow
Evenings that belong to you again
Good care does not require being on call. Clear expectations, one form, and two short batching windows change how your week feels. If you want help setting the policy, building the form, and writing smart phrases for your EHR, this is the work we do inside Strong Roots.
If you’re feeling overwhelmed, stuck or unsure where to start, come join us inside Strong Roots Mentorship. We take you step by step from ground zero to seeing patients and beyond, without the overwhelm.