Publication date: Jul 23, 2025

The COVID-19 pandemic has disrupted healthcare, causing challenges in managing chronic diseases like hypertension. Al-Hada Armed Forces Hospital’s Pharmaceutical Care Department aims to provide safe, efficient, and effective medication refills for elderly patients pre-and post the pandemic. An improvement project was conducted at Al-Hada Armed Forces tertiary hospital to enhance medication refill processes and adherence among elderly patients with hypertension. Data on medication adherence, including refill cycle times and factors contributing to longer cycles, were collected through the Hospital Information System. The Institute for Healthcare Improvement Model for Improvement guided a study to implement a digital medication refill system. Pre-intervention and post-intervention analyses demonstrated the effectiveness of the digital system in improving medication refill processes for elderly patients with hypertension. We improved the medication refill process, reducing wait times from 40 to 5 minutes by 2022. Our system monitored medication adherence and oversupply, and it also utilized features like delivery services, online medication refills, the Tebtom system and SMS reminders. Tebtom system is an Arabic term that means ‘get well soon’ in English. The system includes a variety of services, such as obtaining a waiting number for upcoming appointments within 30 minutes, booking appointments, accessing medical reports, laboratory results, radiology requests, and refilling medications. The study showed a significant improvement in refill duration. Medication adherence increased from 35% to 79% with timely reminders, fewer missed doses and increased coverage of medication days. Patient medication oversupply decreased from 50% to 19%, and the system improved communication and refill convenience. A successful quality improvement method has significantly impacted our medication refill system, the effectiveness of message reminders, and patient safety through ensuring compliance with medications and reducing oversupply. During COVID-19, the digital system played a crucial role in maintaining medication access. This project highlights the positive impact of a digital refill system on efficiency and reducing medication oversupply among elderly patients with hypertension before and after the pandemic.

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