Monitoring gates the refill
U&Es for an ACE inhibitor, INR for warfarin, lithium levels, HbA1c, annual reviews. If the monitoring is overdue the agent books it on the same contact rather than refusing the request and leaving the patient to chase.
Use case · Medication Refill
Refills that check themselves before they reach the doctor.
Repeat prescription requests taken on any channel, checked against the chart for monitoring, interactions and quantity, and sent to the prescriber as a decision — or straight to the pharmacy where your protocol allows it.
- 88%
- Requests needing no clarification
- 9 hrs
- Prescriber time returned per week
- < 4 hrs
- Median request to signed script
In the product
Repeat prescriptions — request 2210
ReconciledSMS request 07:52 · Patrick D. · 68 · matched
Caller
Need my blood pressure tablets and the water tablet please.
Primum
That's ramipril 5mg and furosemide 20mg on your list. I'll get both requested. Your last kidney blood test was in October last year — shall I book the repeat while we're here?
Caller
Go on then, mornings are better.
U&E overdue 11 months → 28-day supply under repeat protocol · phlebotomy booked Tue 08:40
Primum
Both are with Dr Cassidy to sign, and your bloods are Tuesday at 08:40. You'll get a text when the pharmacy has them.
Prescriber view
- Items
- Ramipril 5mg · Furosemide 20mg
- Interactions
- None on active list
- Monitoring
- U&E overdue 11 months
- Supply
- 28 days (protocol cap)
- Bloods
- Booked Tue 08:40
- Recommendation
- Approve with monitoring
Awaiting signature · Dr Cassidy · pharmacy: Byrne's, Ranelagh
Overview
A refill request is a clinical question wearing an administrative hat.
- Monitoring, interactions, quantity and timing checked before a human sees the request.
- Early and over-requested items are surfaced, not silently approved.
- Signed scripts reach the nominated pharmacy electronically, with the patient told when.
On paper it looks like data entry: a patient wants more of something they already take. In practice every request hides a set of checks — is the monitoring current, is the last dose still the right one, has something been added that interacts, is this the fourth early request this quarter — and those checks are why the queue is always full.
Primum does the checking before the request is queued. Each one arrives at the prescriber already reconciled against the chart: what was asked for, what the record supports, what is outstanding, and a recommendation. The ones your protocol allows to bypass a prescriber go straight to the pharmacy, coded and logged.
Capabilities
The checks that used to happen after the queue
Every one of these is a reason a request bounces back to the patient. Doing them up front is what collapses the turnaround.
Interactions and duplication
Checked against the full active list, including anything added by a hospital clinic or an out-of-hours prescriber since the last issue. Conflicts arrive on the prescriber's screen highlighted, not buried.
Quantity and timing
Days' supply against last issue date, so a request that is eleven days early is flagged as eleven days early — with the pattern over the last six months beside it.
Straight to the pharmacy
Signed scripts transmit electronically to the nominated pharmacy over NCPDP SCRIPT, and the patient gets a text saying which branch and when it will be ready.
How it works
Request to dispensed, without the back-and-forth
The reconciliation happens first, so the prescriber's screen shows a decision instead of a job.
- Arrives
- Decided
- Done
- Returned
01
Request taken
By phone, portal, SMS or the pharmacy's own request. The patient is matched and the named items are resolved against the active list, including brand and dose ambiguity.
Any channel
02
Chart reconciled
Monitoring status, interaction checks, last issue date, days' supply and review dates are read and evaluated against your repeat protocol.
Active list + labs
03
Decision prepared
Approve, approve with monitoring booked, query, or refer to prescriber — each with the evidence attached. Everything is verified before it is written.
AHR verified
04
Issued and told
The signed script goes to the nominated pharmacy, the chart is updated, and the patient is told what was issued, what was not, and what to do next.
NCPDP SCRIPT + SMS
01
Request taken
By phone, portal, SMS or the pharmacy's own request. The patient is matched and the named items are resolved against the active list, including brand and dose ambiguity.
Any channel
02
Chart reconciled
Monitoring status, interaction checks, last issue date, days' supply and review dates are read and evaluated against your repeat protocol.
Active list + labs
03
Decision prepared
Approve, approve with monitoring booked, query, or refer to prescriber — each with the evidence attached. Everything is verified before it is written.
AHR verified
04
Issued and told
The signed script goes to the nominated pharmacy, the chart is updated, and the patient is told what was issued, what was not, and what to do next.
NCPDP SCRIPT + SMS
Benefits
Three queues get shorter at once
The prescriber's list, the pharmacy's phone, and the patient's wait.
The prescriber signs, not sifts
Nine in ten requests arrive needing no clarification. What is left of the task is a signature and a glance at the evidence beside it.
The pharmacy stops ringing
Most pharmacy calls are chasing something unclear or unsent. Requests that leave reconciled and transmit electronically do not generate that call.
Monitoring gaps close
The refill is the one moment a patient reliably makes contact. Using it to book the overdue blood test is how adherence to monitoring quietly improves.
In practice
Four requests, four different answers
The variety is the point — a refill queue is never one kind of task.
Ramipril, monitoring overdue
Issued + bloods bookedU&Es eleven months old. The agent issues a 28-day supply under protocol and books the blood test on the same call.
Salbutamol, fourth this quarter
Flagged to prescriberOver-reliance pattern detected. Routed to the asthma nurse with the issue history attached rather than quietly refilled.
New hospital medicine
Interaction queryA discharge letter added something that interacts with the existing list. The prescriber sees both drugs, the interaction and the source letter on one screen.
Holiday supply
Approved, 8 weeksPatient travelling for two months. Quantity rules checked, an extended supply approved, and the chart annotated with the reason.
Read next
- Proactive Patient OutreachRecalls, screening, chronic care reviews, post-discharge checks and no-show recovery run as conversations rather than broadcasts — and every one of them ends in a booked appointment or a recorded reason.Open
- Task ManagementResults to action, letters to file, forms to complete, calls to return. Every task created, prioritised, drafted and routed — with the ones a person must sign arriving ready to sign.Open
- Intelligent Triage & RoutingClinical triage against your own protocol, applied to every inbound contact — phone, portal message or web form — and routed to the pathway, the team and the timeframe your policy says it belongs in.Open
Run it against last month's repeat queue
Send us a month of requests with the outcomes your team recorded. We will show you how many would have arrived fully reconciled, how many would have been flagged, and where the eleven-day-early pattern was hiding.