We’re excited to introduce a streamlined approach for managing patient inquiries and medication refill requests. Our aim is to enhance operational efficiency, reduce administrative burden, and allow you to focus more on direct patient care.
Key Changes:
- First-Line Approach: Front office staff will pre-screen refill requests and patient queries. This will help streamline the workflow and reduce your administrative tasks.
- Patient Messaging Update (Effective 12/19/23):
- Patients will no longer be able to select your name in the patient portal for direct messaging.
- They should direct messages to “All Refills and Requests” or an individual staff member.
- Front-line staff will handle routine queries and forward only complex cases to you for help with a response.
- You can still send direct messages to patients, but patient responses will not be routed directly back to you as they will not be able to directly reply to you.
- Auto Reply for Patient Messages: See the included example below for the automated response patients will receive when they sent a message to “All Refills and Requests”
- Settings Update Required: Please update your message preferences in the patient portal to reflect these changes (detailed instructions below).Settings > Message > My Preferences
Implementation Timeline:
- Phase 1 (Starting 12/19/23): Implementation for inbound patient messages.
- Phase 2 (First Week of January 2024): Transition of medication refill requests to front-line staff.
Auto Reply Message:
*** AUTO REPLY ***
All Refills and Requests
Hello and thank you for your message.You have reached the general patient refill and request inbox for Tulsa Family Psychiatry & Wellness.Our goal is to respond as soon as possible but no longer than 48 business hours (Monday – Friday).
If you have a time sensitive need, please call the office at 918.268.9578.
Medication refills are generally treated as routine requests. However, if there are unique or unforeseen circumstances, such requests may be elevated to an urgent level. We handle a significant volume of requests daily, and your patience and understanding are greatly appreciated.
For all refill requests, please include the name of the desired pharmacy and also include if your current dose is working well or possibly needs a change.
Medication Refill Policy
Medication changes and refills are best managed during the face to face appointment time with your provider. Efforts will be made to provide enough refills to last between appointments. Some medications do not qualify for refills under federal law. Medication refills may not be granted if appropriate follow up is lacking.
Please allow up to 48 business hours for medication refills to be processed. Working hours are 8:00 AM – 5:00 PM, Monday – Friday, excluding holidays. Medication refills are not managed after hours or on weekends when the office is closed. All refill requests should be requested through the Patient Portal.
Although you are probably familiar with the process of requesting a refill though your pharmacy, we do not respond to pharmacy initiated requests. Pharmacies often send automatic requests for medications to be refilled even when you have not requested a refill. All refill requests must come from the patient.
Thank you,
Tulsa Family Psychiatry & Wellness
Benefits of This Change:
- Reduced Workload: Less time spent on routine inquiries.
- Enhanced Patient Care: More time for direct patient interactions.
- Improved Response Time: Quicker and more efficient patient communication.
Need Assistance?
If you have any questions or need help updating your settings, please don’t hesitate to reach out. Your feedback and suggestions are always welcome as we refine this new workflow.
Thank you for your cooperation and commitment to providing excellent patient care.
Best regards,
Scott