In this article:
We created refill reminders to improve patient adherence by ensuring that your patients have enough supply of a product to stick to their protocols and successfully continue their wellness journey. These reminders are emailed to patients before their supply runs out, as this is when they're the most likely to order a refill!
How do we know when to send them?
Refill reminders are scheduled using the quantity of the product purchased by the patient (number of tablets, capsules, drops, etc.) and the practitioner's dosage instructions. Below is an example of an email that patients receive when their supply is expected to be running low:
An example of a Refill Reminder email sent to patients.
By default, when a treatment plan is created, the brand's recommended dosage (supplier instructions) will be used.
Dosage instructions can be customized by selecting the pencil icon then modifying the units, dosage, duration, and additional instructions (optional).
Modifying dosage instructions for a prescribed product.
Note: Refill reminders are attached directly to an order, not to a treatment plan. If treatment plan dosage changes are made for products that have already been ordered, it will not affect how refill reminders are sent until the product is re-ordered.
Advanced refill reminders
Once a patient has placed an order, they'll receive a refill reminder 7 days prior to their dose running out, based on the product with the shortest dosage period. However, if an order is placed for the same items before the dose runs out, a reminder won't be sent.
Let’s look at an example where 3 products have been ordered:
Product A will last for 2 months
Product B will last for 1 month
Product C does not use advanced dosing
In this scenario, the refill reminder will be sent 7 days before Product B runs out, as it is the product with the shortest dosage period.
- If the shortest item runs out at or before 21 days from the order being placed, the reminder will be sent on the day the product runs out.
- If (using the example order above) Product A is re-ordered before the refill reminder is sent for the first order, it will be removed from the first refill reminder, and included in the reminder for the second order.
- If a product is included on an active Subscribing to Autoship, a reminder will not be sent for that product.
Text-only refill reminders
Once a patient has placed an order, they'll receive a refill reminder at 30 days. However, if an order is placed for the same items before the dose runs out, a reminder won't be sent for the 1st order.
If an order is placed for items entirely from the catalog (not attached to a treatment plan) they won't use advance dosage and the refill reminder will default to be sent at 30 days.