Development and implementation of a centralized comprehensive refill authorization program in an academic health...

Area of Science:

• Health Services Research
• Pharmacy Practice
• Healthcare Management

Background:

• Continuity of care for medically complex patients is crucial.
• Decentralized medication refill processes can be inefficient.
• Ambulatory pharmacy services sought to optimize refill authorization.

Purpose of the Study:

• To describe the development and implementation of a centralized, comprehensive, refill authorization (CCRA) program.
• To improve medication refill processes within an academic health system.
• To enhance patient care continuity and provider efficiency.

Main Methods:

• Centralized refill-request intake to the Pharmacy Ambulatory Clinical Care Center (PAC³).
• Integrated PAC³ technicians into the refill authorization workflow.
• Updated collaborative practice agreements to standardize pharmacist refill approval.

Main Results:

• Standardized and centralized medication refills from 10 clinics serving 95 providers.
• Managed an average of 12,000 refill requests monthly.
• Increased refill approval rate by up to 10%, saving 510 provider hours annually.
• Reduced average refill authorization turnaround time from 72 hours to 1 business day.

Conclusions:

• Implementation of an integrated refill authorization service standardized processes.
• The CCRA program significantly increased refill efficiency.
• Improved refill authorization turnaround time enhances patient care and provider workflow.