Intelligence boundaries

• Workflow intelligence — summarises a stuck issue so a teammate can pick it up cold.
• Draft generation — drafts patient updates, prescriber messages, and PA follow-up briefs for review.
• Claim classification support — suggests a likely rejection category for the pharmacy team to confirm or change.
• Review-required outputs — every suggestion is editable, dismissible, and audited when accepted.

• Make clinical decisions of any kind.
• Approve, deny, or appeal insurance coverage.
• Substitute one medication for another.
• Change strengths, directions, or therapy.
• Send messages to patients, prescribers, or payers on its own.
• Replace pharmacist or prescriber judgment.
• Act as a pharmacy management system or system of record.

A suggestion in Refillops is a draft. Acceptance, sending, and any downstream action is the responsibility of the pharmacist or technician on duty under the supervising pharmacist. Audit events record who accepted what and when.

• • Drafts are clearly labelled as drafts and cannot be sent without an explicit user action.
• • AI-suggested classifications require a confirm step before they are applied.
• • Alternative path proposals are marked “requires review” and gated to pharmacist roles.
• • Acceptance events are written to the audit log with the actor and the original suggestion.
• • Missing or unavailable intelligence never blocks manual workflows — the rest of the product keeps working.