Effect of a Call-in Prescription Refill System on Workload in an Outpatient Pharmacy

Abstract

The effect of a computer-assisted call-in prescription refill system on the workload of an outpatient pharmacy was investigated. After installation of a telephone-answering device and a dedicated telephone line in the pharmacy, patients were able to call 24 hours a day and request a prescription refill. A computer system was used to screen the patient's record for drug interactions, print a new label, and update the patient's profile. Data were collected on the number of prescriptions processed per hour and per day before (period 1) and after (period 2) the system was implemented. The workload was assessed by the number of new prescriptions, refills, call-in refills, and total prescriptions processed. The mean number of prescriptions processed per hour ranged from approximately 10 to 178 during both periods. During period 2, the pharmacists processed a mean of 172 and 161 prescriptions per hour for the first and second hours of the day, respectively; for period 1, these means were 112 and 135 prescriptions, respectively. The numbers of refill prescriptions and total prescriptions dispensed during period 2 were significantly greater than those of period 1. Overall, there was a 16.9% increase in prescription volume. The computer-assisted call-in refill system had an effect on the workload and gave pharmacy management some control over the hourly work flow.