Situation

Medication refills are a necessary part of managing chronic conditions like heart disease or addiction. Prescriptions have varying durations—7 days, 15 days, 30 days—making it nearly impossible for providers or care coordinators to manually track every expiration date.

Complication

Care teams rely on manual spreadsheets or clunky systems to remember refill schedules, creating inefficiencies and endless admin work. Patients, on the other hand, forget their refills until it’s almost too late, resulting in stress, rushed appointments, and in some cases, gaps in medication adherence. Providers are left dealing with urgent refill requests, strained schedules, and frustrated patients. This chaos affects everyone and puts patient outcomes at risk.

Resolution

Our customers use Awell to automate the entire medication refill process, turning it into a seamless workflow. By leveraging available prescription data, the system identifies when medications are running low and proactively engages patients ahead of time. Patients receive timely notifications via email, SMS, or phone, guiding them through necessary steps—whether it’s filling out a quick survey, booking an appointment, or confirming prescription details.

If patients don’t respond, the system escalates to care teams, ensuring nothing slips through the cracks. This proactive approach removes the burden of tracking refill dates or chasing information for both care teams and patients.

With Awell, refills run on autopilot. Care teams save valuable time, patients stay consistent with their medications, and the entire process becomes reliable, stress-free, and easy for everyone involved.