What to say when calling in a prescription? A Comprehensive Guide

October 9, 2025 •

4 min read

While a majority of prescriptions are now sent electronically, verbal communication remains a critical part of the process, particularly for urgent needs or follow-ups. Knowing exactly what to say when calling in a prescription can save time and prevent medication errors for both patients and healthcare providers.

Quick Summary

This guide outlines the critical information and best practices for communicating new prescription and refill requests to a pharmacy, detailing the required information for both patients and prescribing offices and emphasizing clear, accurate verbal orders.

Key Points

Identify yourself and your purpose: Always begin the call by stating who you are (patient, caregiver, or healthcare staff) and the reason for your call (new prescription or refill request).
Have patient information ready: For both new and refill calls, have the patient's full name and date of birth immediately available to help the pharmacy identify them correctly.
Be prepared with medication details: Know the exact medication name, strength, dosage form, quantity, and directions for use. For refills, the prescription number is highly useful.
Use clear and concise language: Avoid using medical jargon or abbreviations that can cause confusion. Spell out difficult medication names and numbers (e.g., "five zero" for 50).
Provide prescriber identification: Healthcare staff must provide the prescriber's name, NPI number, and a reliable callback number to the pharmacy for verification.
Confirm through read-back: Always ask the pharmacist or technician to read back the details of the verbal prescription to ensure accuracy before ending the call.
Plan ahead for refills: Patients should call for refills several days before they run out of medication, especially if the prescription is expired and a doctor's office contact is needed.

For Patients: Calling in a Prescription Refill

For patients, calling the pharmacy usually involves a refill request. The process is straightforward, but having the right information ready can significantly speed things up. It’s best to call a few days before you run out, as refills on expired prescriptions require your pharmacist to contact your doctor for a new authorization. Many pharmacies use automated systems, so you may just need your prescription number. When speaking with a staff member, be ready with the following:

Introduction: Start with a clear and concise opening. "Hello, my name is [Your Name], and I'm calling for a prescription refill."

Patient Information: Provide identification details to help the pharmacist locate your profile. "My date of birth is [Your Date of Birth]."

Medication Information: Provide the name and, if possible, the prescription number from your existing bottle. "I need a refill on my [Medication Name], and the prescription number is [Rx Number]."

Special Requests: Mention any specific requests regarding pick-up, delivery, or cost. "Could you please let me know when it will be ready for pickup, and what the co-pay will be?".

For Healthcare Staff: Calling in a New Prescription

For medical assistants, nurses, or prescribers, calling in a new or urgent prescription requires a higher level of detail and precision. The goal is to transmit all necessary information clearly and quickly to minimize errors. According to the Washington State Department of Health, prescribers or their designees are the best communicators for this task.

Introduction: State your identity and purpose immediately. "Hi, this is [Your Name], from Dr. [Prescriber's Name]'s office, calling in a new prescription."

Patient Details: Provide the patient's full name, and always spell the last name if it's uncommon. Include their date of birth.

Prescription Order (Rx): State the drug details clearly and without abbreviations. Avoid using shorthand that might be misinterpreted over the phone, such as 'tid' or 'bid'.

Drug Name and Strength: e.g., "Lisinopril, twenty milligrams." For look-alike/sound-alike drugs, it can help to spell the drug name out.
Dosage Form: e.g., "tablet."
Directions for Use (Sig): State the full instructions. e.g., "Take one tablet by mouth once daily." Avoid abbreviations like "Q.D.".
Quantity: e.g., "Dispense ninety tablets."
Refills: e.g., "Refills: none" or "Refills: three." State the number in both digits and words for clarity.
Indication: Including the reason for the medication can help the pharmacist verify appropriateness.

Prescriber Information: Finish by providing your credentials and contact information.

Prescriber Name: Full name.
Identifier: NPI number is standard, DEA number required for controlled substances.
Callback Number: A direct line where the prescriber can be reached for questions.

The Importance of Verification and Read-Back

To ensure maximum safety and accuracy, the receiver (pharmacy staff) should always read back the complete prescription details to the caller (prescriber or staff). As a caller, you should insist on this practice and confirm the details carefully. This simple step, particularly for verbal orders, acts as a crucial safety check to prevent transcription errors.

Comparison Table: Patient vs. Prescriber Calls


Feature	Patient Call for Refill	Healthcare Staff Call (New/Refill)
Primary Goal	To authorize a refill of an existing prescription.	To transmit a complete and accurate new prescription order.
Initiating Caller	The patient or a caregiver.	A prescriber, medical assistant, or nurse.
Required ID	Patient's name, DOB, and Rx number.	Patient's name, DOB, prescriber's name, NPI/DEA, and callback number.
Medication Info	Medication name and Rx number (from bottle).	Drug name (full name, often spelled), strength, form, directions (full, no abbreviations), quantity, and refills.
Verification Step	Pharmacy staff typically confirms patient info, medication, and refills remaining.	Receiver reads back the entire prescription to the caller for confirmation.
Handling controlled substances	Cannot be refilled without a new prescription; schedule II drugs require a new written script.	Requires a DEA number and adheres to specific state and federal regulations.

Potential Pitfalls to Avoid

Misspelling or mispronunciation: Clearly state and spell medication names, especially sound-alike drugs. For example, clarify if you mean CeleXA or CeleBREX.
Using abbreviations: As mentioned, many abbreviations are prone to error. "Tid" can sound like "bid" over the phone.
Not providing a clear callback number: This is a major source of delay if the pharmacist has a question.
Poor phone etiquette: Ensure a clear line of communication by avoiding distractions, speaking slowly, and confirming understanding.

Conclusion

Regardless of whether you are a patient or a healthcare professional, a successful phone call for a prescription hinges on preparation and clear communication. By organizing the essential patient and medication information beforehand, and following standardized verbal procedures, you can ensure accuracy and efficiency. The "read-back" confirmation step is a final, vital safeguard against medication errors. In an increasingly electronic world, mastering this verbal skill is still a critical component of safe and effective medication delivery.

For further reading on patient safety and communication in healthcare:

Patient Safety Strategies from The Doctors Company

Frequently Asked Questions

If you don't have your prescription number, you can still request a refill by providing your full name, date of birth, and the medication name. The pharmacy can typically look up your profile to find the correct prescription.

You should provide your doctor's office with the name and phone number of your preferred pharmacy. It is also helpful to clarify any specifics about the medication, such as potential drug allergies.

Yes, many pharmacies have dedicated voicemail lines for healthcare providers to leave verbal prescriptions. It is still crucial to follow standard procedures, including leaving all the necessary details and ensuring the message is clear. Patients should not leave their own refill requests on these provider lines.

A patient's representative can call on their behalf for a refill, but for new prescriptions, only the prescriber or authorized office staff can provide a verbal order due to legal requirements and patient safety protocols.

Pharmacists use your date of birth, along with your name, to confirm your identity and ensure they access the correct patient profile. This is a critical step to prevent medication errors.

An NPI (National Provider Identifier) number is a unique 10-digit identification number required for healthcare providers. When calling in a prescription, the NPI helps the pharmacy verify the prescriber's identity and license.

If your prescription has no refills left or has expired, the pharmacist will contact your prescriber for a new authorization. You can expedite this by calling your pharmacy a few days in advance to allow time for this communication to occur.

Verbal orders for controlled substances are handled with strict procedures. Only authorized prescribers with a DEA number can call these in, and often, a new written prescription is required for schedule II drugs.