Managing Refill Timing & Patient Expectations

To help pharmacies reduce "is it ready yet?" phone calls and walk-in confusion, Nimble has updated the Refill Timing model. We have moved from a system-wide 5-day default to a Live ETA model that reflects your pharmacy's actual workflow speed.

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1. Overview of the New Timing Model

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The refill journey is now broken into stages. Each stage has a specific deadline based on your configured settings. Patients see a live ETA in their app that updates as you complete your work.

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2. How to Update Your Settings

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You can customize these times to match your staffing levels and current volume. To update your settings:

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1. Log in to your Pharmacy Dashboard.
2. Navigate to the Refill Settings tab.
3. Locate the Pharmacy fill time field.
4. Enter your preferred durations (e.g., 2 hours, 1 day).
5. Click Save Changes.

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Note: If you find a deadline on a specific task that does not match your workflow, you can click the "pharmacy fill time?" link on the task to go directly to these settings.

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3. What Your Patients See

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Patients will see status updates in their app based on your progress:

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• You requested a prescription: The patient has consented; the task is waiting for you.
• Pharmacy is preparing your prescription: You have started the Refill.
• Your card is being charged: The fill is verified but not yet ready for pickup.
• Pickup is ready: The fill is ready for patient pick up.

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4. Frequently Asked Questions

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When do Refill Tasks appear?

Refill tasks now surface immediately after a patient requests them. This allows you to plan your queue, but the dashboard will warn you if you are starting a task too early.

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How is the "Compound Buffer" used?

If your pharmacy buffers for compound medications configured, that time is automatically added when calculating the eta shown to paitients for their refill requests.

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