Ready-to-use scripts
Christmas & New Year Closure
Thank you for calling [Pharmacy Name]. We are closed for the holidays from [start date] through [end date] and will reopen on [return date] at [time]. For prescription refills, please call back on [return date] or use our online refill service at [website]. If you need a pharmacy immediately, the nearest on-duty pharmacy is [name] at [address], reachable at [phone number]. For medical emergencies, call 911 or go to the nearest emergency room.
Thanksgiving Closure
Hi, you've reached [Pharmacy Name]. We're closed for Thanksgiving from [start date] through [end date] and will be back on [return date] at [time]. If you need a prescription filled during the holiday, the nearest open pharmacy is [name] at [address], phone number [number]. For non-urgent refills, leave your name, phone number, and prescription details, and we'll process it on [return date]. For medical emergencies, call 911.
Summer Hours / Reduced Schedule
Thanks for calling [Pharmacy Name]. During the summer months, we operate on a reduced schedule: [days and hours]. Please plan your visits accordingly. If you're calling outside those hours, leave your name, phone number, and what you need, and we'll call you back on our next business day. For urgent prescriptions, the nearest 24-hour pharmacy is [name] at [number].
Easter / Spring Closure
You've reached [Pharmacy Name]. We're closed for the Easter holiday from [start date] through [end date] and will reopen on [return date] at [time]. For urgent prescriptions or medication questions during the closure, please contact the on-duty pharmacy at [name and number]. Leave your name and phone number for non-urgent refill requests and we'll take care of them when we return.
Emergency Closure
Thank you for calling [Pharmacy Name]. We are unexpectedly closed today due to [reason] and expect to reopen on [return date] at [time]. If you need a prescription filled today, the nearest open pharmacy is [name] at [address], reachable at [number]. If you are out of a critical medication and cannot reach another pharmacy, call your prescribing doctor for guidance. For medical emergencies, call 911.
Customization tips
Pharmacies have a special responsibility to direct patients to alternative coverage during closures. Always include the name and phone number of the nearest on-duty or 24-hour pharmacy. Update this information before every holiday since on-duty pharmacy assignments rotate. If your pharmacy offers online refills, mention it in every message. Patients calling about routine refills can self-serve instead of waiting.
Pharmacy Closures Are a Health Issue
When a pharmacy closes for a holiday, it’s not like a clothing store closing for the weekend. Patients depend on pharmacies for medications they take every day. Someone who runs out of blood pressure medication on Christmas Day needs a solution right now, not in three days when you reopen.
That makes pharmacy holiday messages uniquely important. Your message isn’t just managing expectations. It’s providing a lifeline to patients who need medication and don’t know where to turn. Every pharmacy holiday script should include the name, address, and phone number of the nearest on-duty or 24-hour pharmacy.
When to Use Each Script
Christmas & New Year Closure is the longest annual break for most independent pharmacies. Chain pharmacies often stay open with reduced hours, but independents commonly close for several days. This message must include on-duty pharmacy information, online refill options, and the return date. Some patients will try to fill prescriptions in advance if they know the closure is coming, so posting the dates in-store a week beforehand also helps.
Thanksgiving Closure is typically two to three days. The message follows the same structure: closure dates, alternative pharmacy, refill options. Thanksgiving is also a period when patients travel and may need prescriptions transferred to a pharmacy near their destination. Mentioning that transfers are available through the on-duty pharmacy is a useful addition.
Summer Hours / Reduced Schedule applies to pharmacies that cut back hours during the summer. Shorter days, closed Saturdays, or reduced weekend hours are common. This message runs for the entire summer period, so make sure the hours are accurate and mention the nearest alternative for patients who need something outside your adjusted schedule.
Easter / Spring Closure is usually a long weekend. The message is straightforward: dates, on-duty pharmacy, and refill instructions. Keep it short since most callers just need to know who’s open and where.
Emergency Closure handles unexpected shutdowns: power outages, equipment failure, plumbing issues, or staffing emergencies. Pharmacy emergency closures are particularly stressful for patients because they often can’t wait. The message must immediately direct callers to an alternative. If you have a refrigerated medication concern (insulin, certain antibiotics), your staff should address that internally before closing.
On-Duty Pharmacy Information Is Critical
In many countries and regions, pharmacies take turns providing holiday coverage. This rotation system ensures that at least one pharmacy in each area is always open. Your holiday message should always include the current on-duty pharmacy’s details.
Here’s what to include:
- The on-duty pharmacy’s name
- Its address (callers may not know where it is)
- Its phone number
- The dates it’s on duty (if different from your full closure period)
This information changes for each holiday, so you need to update your message every time. Using last Christmas’s on-duty pharmacy for this Christmas’s message could send a patient to a pharmacy that’s also closed.
Routine Refills vs. Urgent Needs
Your message should handle two very different types of callers:
Routine refill callers don’t need a pharmacy right now. They want to queue up a refill so it’s ready when you reopen. For these callers, an online refill portal is the best option. If you don’t have one, ask them to leave a voicemail with their name, phone number, and prescription details. You can process the batch on your return date.
Urgent callers need medication today. They’ve run out, their doctor called in a new prescription, or they’re traveling and forgot their meds. For these callers, the on-duty pharmacy information is essential. The faster you direct them to the right place, the better.
Structuring your message to address both groups keeps it useful without getting too long. Lead with the closure dates, follow with the on-duty pharmacy for urgent needs, and close with the online refill option for routine requests.
Prescription Coverage Around the Clock
A recorded message can direct patients to the on-duty pharmacy, but it can’t answer questions about specific medications, check if a refill is ready, or help with insurance issues. Safina answers holiday calls, gathers the patient’s information, and sends you a summary. If the patient describes something urgent, the AI directs them to the on-duty pharmacy.
At $11.99/month for the Basic plan, it’s a practical addition for independent pharmacies that close for holidays. Patients get a conversation instead of a recording, and you get organized notes instead of a voicemail queue.
See our pharmacy greeting scripts for daily call handling and after-hours templates for regular evening coverage. For similar healthcare-adjacent industries, check out dental practice holiday scripts. Browse the script library for templates across all industries.
