Assessment of current triaging methods for automated Rx Refill Request patient messages in Michigan Medicine Primary Care clinics

Several Michigan Medicine primary care clinics have switched to a policy wherein all patient non-urgent and automated Rx refill requests are first routed to administrative or portal triage pools, which are serviced primarily by clerks. We aim to investigate implications of this policy at multiple impacted clinics on automated Rx refill request fulfillment and encounter workflow.

Explain current Epic routing mechanisms for automated Rx refill request messages for Michigan Medicine primary care clinics.

Explain level of authority and associated steps required to address and complete patient Rx refill requests.

Summarize Michigan Medicine primary care clerk perspectives on In Basket burden and current Rx refill request message routing policy.

Authors

Christine graduated with a Bachelor of Science degree in Public Health (2020) and a Master of Health Informatics degree (2024) both from the University of Michigan. She currently serves as an Administrative Fellow in Michigan Medicine’s Transformation Office and works primarily at the Center for Healthcare Engineering and Patient Safety (CHEPS). At CHEPS, Christine manages multiple projects involving patient care improvement, inventory management optimization, and analyzing organizational structure and strategy. Christine is passionate about incorporating diverse stakeholder voices in project procedures, approaching problems from a holistic perspective, and supporting health equity initiatives through engineering and informatics-related approaches.  

Chidimma is a senior studying Biopsychology, Cognition & Neuroscience and Afroamerican & African Studies at the University of Michigan. Chidimma has worked at the Center for Healthcare Engineering and Patient Safety (CHEPS) since May 2023. At the center, she has predominantly worked on projects related to the In Basket, including investigating gender-based inequities and identifying possible inefficiencies in workflow. She has also worked on projects centered around medication engagement, exam room utilization, and staffing roles. Chidimma aims to determine ways to help alleviate healthcare disparities and ensure every individual receives quality healthcare.