Mastering Refill Assistant: Key Takeaways from Our Training Webinar

This training webinar introduced new customers and new staff to Refill Assistant’s core tools and workflows. The session focused on how pharmacies can streamline prescription ordering, patient communications, and appointment workflows across the website, mobile app, and pharmacy portal—while reducing call volume by enabling patients to order prescriptions and book vaccinations online.

Who We Work With and What We Provide

Refill Assistant works exclusively with pharmacies in Ireland and the United States. The platform provides two patient-facing channels—a pharmacy-branded website and a mobile app—designed to replace routine phone calls with structured, digital requests. Typical use cases include online prescription ordering, vaccination appointment booking, two-way messaging, and repeat reminders. The website is released on your own domain (e.g., yourpharmacy.ie), is indexed for search, and ships with an accessibility widget to support users with reduced sight, dyslexia, or vertigo.

The mobile app is a “container” app: patients download Refill Assistant, enter the pharmacy’s phone number, and the app brands and connects to your back office. From there, patients can submit prescription orders in a few taps, receive repeat prescription reminders, manage medication reminders, message the pharmacy, and—if enabled—book vaccinations online.

Patient Experience: Structured Ordering and Booking

Both website and app use structured forms that “speak the patient’s language.” Instead of typing medication names, patients choose simple options:

• Is the request a repeat on file at the pharmacy?

• Is it a new script emailed by the GP?

• Or a new script attached as a photo (for paper scripts from hospitals/consultants)?

To reduce back-and-forth, patients can indicate whether they want “same as last month,” “all items on the prescription,” or “only items listed in notes,” and add pickup preferences and (if applicable) delivery or payment method. This structure keeps intake consistent and clear, which directly helps reduce call volume that would otherwise come from clarifications over the phone.

The app also supports multiple profiles per account (e.g., caregivers ordering for a parent or child) and allows patients to set 30-day (or custom) repeat reminders. For adherence support, patients can add dose reminders (daily/weekly/specific date).

Appointments: Informed Consent, Self-Scheduling, and Waitlists

The booking module was designed with the IPU to support an informed consent workflow. Patients move through service selection, time selection, client details, medical intake, and consent. Pharmacies can operate in:

• Scheduling mode (patient self-schedules directly), or

• Waitlist mode (common at the start of a season, for clinics, schools, or corporate off-site events).

Online consent is supported, and records are retained for audit according to current rules. Paperless consent simplifies in-pharmacy, school, and corporate vaccination clinics.

Communication methods vary by channel: website bookings can trigger email/SMS confirmations; app bookings use push notifications and a secure in-app message channel for sensitive content. This automation helps reduce inbound calls about confirmations and reminders.

Pharmacy Portal: Centralised Operations

The back office (pharmacy portal) consolidates mobile and website orders, refills, messaging, statistics, appointments, and settings:

• Alerts: New orders and appointments generate alert emails with secure login links (patient data is excluded from the email for privacy). Optional browser alerts (e.g., in Chrome) can integrate with Windows notifications.

• Orders: Filter by status (new, refill requested, processing, completed, rejected), “new events,” and time ranges. A practical filter combines completed orders with overdue repeats to identify patients likely due a refill—useful clinically and operationally.

• Refills: See scheduled reminders (sent, upcoming, overdue). Pharmacies can adjust default lead times—for example, longer lead times for blister packs—to trigger reminders earlier and reduce last-minute queries.

• Two-Way Messaging & Broadcasts: Send secure messages to individual patients (e.g., “order ready” with a link to medicines.ie) or broadcast informational updates (holiday hours, seasonal vaccines) to all connected app users. Messages deliver as push alerts plus an in-app secure copy. Staggered delivery minimizes spam flags.

• Statistics: Track new orders, refill requests, active users, and heat-mapped activity by time and date. These insights help measure adoption and the impact on call reduction as more patients shift to online prescription ordering and self-service appointment booking.

• Audit Log: Search all events (staff and patient actions) using filters and patient initials.

• Account Recovery & GDPR: Generate time-limited recovery codes for forgotten PINs or phone changes; export data or restrict processing on request. Routine annual CSV exports are recommended for audit support.

Appointment Management: Types, Resources, and Hours

Pharmacies control which services are visible (Unavailable / Waitlist / Allow Booking). A library of appointment types (e.g., seasonal flu, EHC, blood pressure, shingles, B12) can be enabled as needed. Scheduling is managed via Resources (e.g., “Consultation Room”) with regular hours that flow into date-specific overrides (e.g., bank holidays or clinic days). Labels and priority filters help segment cohorts—useful for schools (e.g., “Class 1”) or targeted clinics—and support batch actions such as group messaging or CSV export.

For waitlists, pharmacies can assign times when stock or staff availability is confirmed. Automated confirmations and reminders (email/SMS/push, depending on channel) keep patients informed without manual phone calls.

Communications and Compliance

System messages to patients are delivered via registered sender IDs (per local regulations) to reduce spam risk. Sensitive details are always available in the secure in-app message thread. The support centre (refillassistant.ie/support) hosts quick start guides, how-to videos, webinar recordings, seasonal updates, and practical resources (e.g., pediatric consent guidance).

How This Reduces Call Volume

Throughout the workflow, the platform is built to reduce call volume by moving routine requests and updates to digital channels:

• Online prescription orders capture complete, structured information the first time.

• Self-service vaccination booking (and waitlists) avoids phone scheduling.

• Automated confirmations, push notifications, and two-way messaging replace many status-check calls.

• Repeat prescription reminders prompt timely action, reducing urgent, last-minute queries.

• Clear filters and bulk actions help teams proactively manage demand without phone tag.

By guiding patients to order prescriptions online and book vaccinations online, pharmacies can streamline daily operations, maintain complete records, and keep phone lines available for clinical queries that genuinely require a call. The result is a more predictable, auditable workflow—with measurable gains in efficiency and patient experience.