Hello Karen.
I work for an FQHC and the Surescripts can be tricky, it does not support all our different payors. The clinicians receive the interface pharmacy request in the RX refill inbox, the nice thing about EPIC is that is gives the provider protocol and guidelines. At the time of visit, the medication reconciliation needs to be completed, if the provider cancels the Rx the pharmacy will get the notice and then you should not get a refill for discontinued in epic. If patient needs an appointment the provider will send message to the clinical pool to arrange appointment. Some providers approve a refill and send message to clinical pool to book and remind patient no other refill until seen. Providers will continue to get refill request until filled or denied, since the pharmacies autogenerate that request. Clinical review of RX request is the safest for patients.
Our organization has a separate medication refill team and phone number for patients. They call and MA will create the refill encounter and book a future routine appointment prior to sending the request to clinician noting the last visit and next visit. My only suggestion is that if you can have your EPIC IT TEAM, change the routing of that message to a clinical team, then could stage it in a refill encounter, use a smart phrase with last visit and next visit date and send to provider. The MA should not DENY any a RX, that would be a risk. They can also see if the rx was cancelled or a duplicate request.
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CAROLYN BRAVO, BSN,RN | Ambulatory Care Manager
Nurse Manager, Clinical Operations & Patient Engagement
RN Triage, Telehealth, Message Management, New Patient Engagement & Healthline
1601 Precision Park Lane, San Ysidro, CA 92173
T: 619.662.4100 ext 1166 | E
carolyn.bravo@syhealth.org------------------------------