Identification of potentially noncompliant patients with a mailed medication refill reminder system

A medication refill reminder system was evaluated as a tool for identifying noncompliant patients. The system anticipates the date that a fully compliant patient would be expected to exhaust his or her medication supply and sends postcard reminders to all who have not obtained refills by the anticipated date. This refill reminder system has been in operation at the Pioneer Medical Center since 1973. During a 1-month study period, responses to the postcard reminders were monitored closely. Patients failing to respond within 5 days were contacted by telephone. The status of each patient's medication supply at the time of the pharmacy visit or telephone call was determined. Of 121 anticipated medication refill visits, 49 patients were found to have refilled their medications on or before the anticipated date. Reminder postcards were mailed to 72 patients. Within 5 days, 46 patients responded. Telephone calls were placed to 24 out of 25 patients. Two types of noncompliant behavior were identified; 34 out of 70 patients exhausted their medication supply before returning for a refill and 25 out of 70 patients accumulated a 1- to 30-day excess medication supply because of omitted doses. The postcard medication refill reminder system was found to be an effective tool for identifying patients who may benefit from compliance counseling with the pharmacist.