Refill and results requests

How 2care takes down refill and result requests, where they are routed at your practice, and what your team receives to act on them.

3 min read

How requests are handled

Refill and result requests are some of the most common calls a practice gets. 2care recognises them from how the caller describes them, with no menu to pick from, and routes each one to the queue your team already works.

Neither kind of request takes up an appointment slot or a call-back from the front desk.

Terms

• Refill request. A caller asks for a repeat of a medication they already take.
• Result request. A caller asks whether a test result is back, or what it shows.
• Prescriber queue. The queue where your team handles medication requests for each provider.

Refill requests

1. Verify the caller. A returning patient is verified on their date of birth.
2. Capture the details. The agent takes down the medication, dose and pharmacy, and reads them back to the caller.
3. Route the request. The request goes to the prescriber queue your staff already work, as structured detail.
4. Tell the caller what happens next. The agent lets the caller know the request is with your team.

The request is passed on exactly as the caller gave it. Your prescriber makes every decision on it.

Result requests

Result questions go to your team. The agent takes down who is calling and which result they are asking about, and routes the request to the queue you choose.

Your clinicians and staff decide how and when a result is shared with the patient. The agent leaves results unread, so every result conversation happens with your team.

What your team receives

When a request is urgent

If a caller describes a red flag while asking about a refill or a result, such as chest pain, stroke signs or severe bleeding, the call moves to the emergency lane and reaches a person in 3 seconds. Clinical questions go to your nurse or provider queue in 4 seconds.

The agent routes these calls and gives no clinical advice. See how urgent calls reach a person.

Setting up routing

1. Name your refill queue. Choose where refill requests go, by provider if you prefer.
2. Name your results queue. Choose who receives result requests.
3. Agree what callers hear. Choose what the agent tells callers about next steps, such as when your team usually responds.
4. Test. Place a test refill request and a test result request, and check each arrives with its details.

Questions

Can a refill request come in after hours?

Yes. It is taken down at any hour and waits in your queue for the morning, with the details attached. See after-hours and lunch cover.

Does the patient need to call back?

Your team follows up from the queue, with the summary and transcript in hand, so the patient does not repeat themselves.

Can the agent tell a refill from a booking or a result?

Yes, from how the caller describes it. Bookings are handled on the call, refill and result requests go to your queues, and anything clinical is escalated with the transcript attached.

Related

• What the agent never does
• Warm transfer to staff
• Call recordings and transcripts