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Related Experiment Video

Updated: Feb 14, 2026

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Reducing after-hours prescription refill requests.

Britton Zuccarelli1, Keith A Coffman1

  • 1Division of Child Neurology, Children's Mercy, Kansas City, MO.

Neurology. Clinical Practice
|February 15, 2018
PubMed
Summary

Physician quality of life improved by reducing after-hours prescription refill requests by 39%. This quality improvement intervention offers a sustainable solution for managing patient needs outside of business hours.

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Area of Science:

  • Quality Improvement in Healthcare
  • Pediatric Neurology Practice Management

Background:

  • Addressing parent requests for prescription refills outside of regular business hours presents convenience and logistical challenges.
  • Physician call fatigue and exhaustion are significant concerns associated with after-hours responsibilities.

Purpose of the Study:

  • To decrease the number of prescription refill requests received by physicians outside of regular business hours.
  • To mitigate the impact of call fatigue and exhaustion on physicians handling after-hours calls.

Main Methods:

  • A quality improvement project was implemented in a Child Neurology Division at a tertiary children's hospital.
  • Intervention involved patient/family communication via mail and clinic signage, and a standardized script for contact center triage personnel.
  • Data on after-hours refill requests were collected over a 12-month period (April 2015-March 2016).

Main Results:

  • A statistically significant reduction in after-hours prescription refill requests was observed.
  • The average number of monthly after-hours refill requests decreased by 39%, from 21 to 11 (p = 0.0055).

Conclusions:

  • A simple intervention effectively reduced after-hours prescription refill requests.
  • The intervention shows potential for improving physician quality of life by decreasing workload.
  • Ongoing data collection is recommended to confirm the long-term sustainability of these positive effects.