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 model that reflects your pharmacy's actual workflow speed.
1. Overview of the New Timing Model
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.
2. How to Update Your Settings
You can customize these times to match your staffing levels and current volume. To update your settings:
- Log in to your Pharmacy Dashboard.
- Navigate to the Refill Settings tab.
- Locate the Pharmacy fill time field.
- Enter your preferred durations (e.g., 2 hours, 1 day).
- Click Save Changes.
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.
3. What Your Patients See
Patients will see status updates in their app based on your progress:
- 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
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.
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.