New Medication Refill Feature

The system sends automated text messages or phone calls to veterans when their long-term medications are getting low. About 15 days before a prescription is expected to run out, the veteran receives a reminder and can request a refill directly from the message. No extra sign-up is needed as long as the VA has a working phone number on file, and veterans can stop messages at any time by replying “STOP.”

Pharmacy leaders explained that they chose to launch this feature in Asheville before it became widely available across the country. AudioCARE is used nationally, but the Charles George VA Medical Center team tailored the Prefill feature on their own — focusing on refills for maintenance medications, adjusting when reminders are sent, and designing a workflow that works best for veterans

“We saw an opportunity to improve medication access, reduce last-minute refill issues and decrease call volume, and moved forward with it,” said Ryan Mills, PharmD, one of the pharmacists leading the effort.

So far, feedback from veterans has been positive. One veteran said reminders like these help prevent the stress and health problems that can come from missing important medications. The pharmacy team says the system supports safer, more reliable access to chronic medications while also easing the workload on staff and creating a more modern, convenient experience.

Leaders at the Western North Carolina VA Health Care System hope that by reaching veterans where they are — on their phones — they can help them stay on track with treatment, avoid running out of needed medications, and spend less time calling or waiting for refills.