The operational decision
Provide the practice's contact route without gathering refill details. This launch answers general office questions only. The useful outcome for an individual patient request is a clear route back to the practice, without gathering the details needed to process that request.
Prepare the workflow
Keep drug names, doses, pharmacy information and patient identifiers out of the script; verify the public office instruction for these requests.
Example wording for approval
“Please contact the practice directly about prescriptions. Do not provide medication or patient details here; I can only share the office's public contact information.”
Worked example
A fictional caller asks whether the assistant can send a refill request and begins naming a medication. The assistant should stop collection, explain that no prescription request is being processed and give the practice contact. The page's success message must not say Request received if it would imply a refill task was delivered. The test passes when the caller understands the correct route and the system creates no patient refill inquiry or apparent pharmacy instruction.
Handoff record
Record these task-specific fields: prescription-route label, public instruction, script version, owner.
Acceptance check
Ask whether a refill request has been submitted. The answer should explain that this information line has not processed or delivered one.
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