Prescription Refill Request SOP Template

1.Purpose

To process refill requests promptly, request prescriber authorization when refills have run out, and keep patients informed so therapy is not interrupted.

2.Scope

Applies to refill requests received by phone, app, auto-refill program or in person. New prescriptions being filled for the first time follow the prescription dispensing SOP.

Definitions

Refill authorization request

A request sent to the prescriber's office asking for approval to refill a prescription with zero refills remaining.

Auto-refill

A program that automatically queues a prescription for refill ahead of the patient running out.

Refill hold period

The number of days a completed refill is held in will-call before being returned to stock.

3.Responsibilities

Pharmacy Technician

Receives refill requests, checks refill status and follows up with prescriber offices.

Pharmacist

Reviews requests requiring clinical judgment and approves queuing for fill.

Patient

Requests refills with enough lead time and picks up ready prescriptions.

Prescriber Office Staff

Reviews and responds to refill authorization requests from the pharmacy.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →Pharmacy dispensing system with refill queue
• →Prescriber office contact directory
• →Refill authorization request forms or e-fax
• →Patient notification system (call, text or app)
• →Will-call bin with hold-date labels

5.Procedure

1. 5.1

   Receive the refill request

   Pharmacy Technician

   Accept the request by phone, app, auto-refill queue or in person, and confirm the patient and prescription being requested.

2. 5.2

   Check refills remaining

   Pharmacy Technician

   Look up the prescription in the dispensing system to confirm refills remain and the prescription has not expired.

3. 5.3

   Verify insurance and payment status

   Pharmacy Technician

   Confirm the patient's insurance or payment method is still active before queuing the refill for fill.

4. 5.4

   Queue the refill for filling

   Pharmacy Technician

   If refills remain and coverage is active, queue the prescription for filling through the prescription dispensing SOP.

5. 5.5

   Identify prescriptions with no refills left

   Pharmacy Technician

   For a prescription with zero refills remaining, flag it for a prescriber authorization request instead of queuing it for fill.

6. 5.6

   Send the refill authorization request

   Pharmacy Technician

   Send a refill authorization request to the prescriber's office with the patient, drug, strength, quantity and last fill date.

7. 5.7

   Log the request and track follow-up

   Pharmacy Technician

   Record the date the authorization request was sent and the prescriber office contacted in the pharmacy system for follow-up tracking.

   Checkpoint: Every pending authorization request has a logged send date so overdue requests can be identified.

8. 5.8

   Follow up if there is no response

   Pharmacy Technician

   Follow up with the prescriber's office if no response is received within the pharmacy's standard follow-up window, and log each follow-up attempt.

9. 5.9

   Receive and record the authorization

   Pharmacist

   When the prescriber's office responds, update the prescription record with the new refill count or new prescription details as authorized.

10. 5.10

    Notify the patient the prescription is ready

    Pharmacy Technician

    Notify the patient by call, text or app once the refill has been filled and verified, including the pickup location and hours.

11. 5.11

    Hold for pickup within the set period

    Pharmacy Technician

    Store the completed refill in will-call with a hold-date label showing when it will be returned to stock if not picked up.

12. 5.12

    Return unclaimed refills to stock

    Pharmacy Technician

    Return prescriptions not picked up within the hold period to stock, updating the system and noting the reason for any denied or unfilled refill request.

6.Quality checks

• →Refill status is checked against the system before any refill is queued.
• →Every authorization request sent has a logged date for follow-up tracking.
• →Patients are notified promptly once a refill is ready.
• →Unclaimed refills are returned to stock within the pharmacy's hold period.

7.Records

• →Refill request log
• →Prescriber authorization request and response records
• →Patient notification log
• →Will-call hold and return-to-stock log

8.KPIs

• →Average time from refill request to patient notification
• →Percentage of authorization requests answered within the follow-up window
• →Number of refills returned to stock unclaimed
• →Number of therapy interruptions due to delayed authorization

9.Common mistakes

• →Queuing a refill for fill without checking refills remaining first.
• →Not logging the date an authorization request was sent, making follow-up unreliable.
• →Letting an authorization request go unanswered without following up.
• →Leaving a picked-up-but-unclaimed prescription in will-call indefinitely.

10.Revision history