Scenario: Refill request received by phone or by fax before implementation of e-prescribing
| Step No. | Step | Performer | Step Type | Description | Documents | Key information |
|---|---|---|---|---|---|---|
|
1. |
Retrieve renewal request message(s) | Office Staff | Receive and transcribe | Take or retrieve fax or phone message from a pharmacy or patient to request medication renewal; if phone, transcribe message to a note; call pharmacy to clarify request as needed | Request fax or phone message | Telephone message transcribed to notes |
|
2. |
Retrieve patient information | Office Staff | Retrieving file | Retrieve patient record and/or look up in practice management system; confirm that patient ihas established care with your office | Patient record | Patient identity for matching to paper record or EHR record |
|
3. |
Deposit message with record for prescriber for renewal approval | Office Staff | Handoffs | Put request in queue for provider | Patient record, request | Patient ID, date of request |
|
4. |
Prescriber retrieve message with record | Prescribing physician or nurse practitioner | Research, review | Review materials received, generally first come, first served | Patient record, request | Medical records, details of request |
|
5. |
Prescriber approve or decline request or change medication | Prescribing physician or nurse practitioner | Decision on order | Decide on request by looking up information such as last visit, lab results, current medication list, insurance coverage; complete prescription | Patient record, request | Prescription written, note re order |
|
6. |
Give prescription and record to office staff | Prescribing physician or nurse practitioner | Handoffs | Give all materials to staff | Patient record, prescription | Prescription details |
|
7. |
Update record | Office Staff | Enter information in patient record | Add information to patient record | Patient record and order copy |
|
|
8. |
File patient record | Office Staff | Filing | Move record to file area | Patient record |
|
|
9. |
Transmit to pharmacy | Office Staff | Processing | Transmit to pharmacy via fax or phone | Prescription | Pharmacy information including name, address, phone number |