Pharmacy Service Essay Example for Free

Pharmacy Service EssayAt from each one hour, tech took scripts from that hours slot and entered all required data into pharmacy info dust (so no one looked at script until 1 hour before pickup) Info logged in patient of contact info Doctor contact info Third party constituteor info insurance companies, employers medicine name Dosage Number of doses Number of refills System performed an automated Drug Utilization Review machine-driven revert of script against all other prescriptions in CVS database for patient looking for harmful drug interactions and rightness of drug for patient given age, weight, gender, etc. Hard Stop = fulfillment surgery cannot proceed until DUR reviewed by pharmacist if automated review reveals any potential problems Hard Stop Good for patient arctic Hard Stop Bad for slowing down cognitive process, lowering efficiency Insurance check was through with(p) after DUR. Checking to make sure insurance lull valid, script matches drugs on formulary, customer not laborious to refill too soon, etc. In most parts, script would still be filled unconstipated if thither was a problem with insurance customer would simply be t sr. to pay full add together at pickup. potential drop Data Entry Problems Tech couldnt read handwriting on script, No refills allowed on script (6%), DUR hard stop (20%), Insurance problems (17%) Production Scripts were filled by pharmacy technicians Potential Production Problem Insufficient inventory patient wouldnt find out until pick-up that drug wasnt available Quality Assurance Pharmacist reviewed each script to make sure it was filled correctly. maiden priority is customer safety Potential Quality Assurance Problem None identified getaway Bags stored in pickup atomic number 18a in alphabetical order until customer came for pickup.Potential Pickup Problems Many, including supply couldnt find script, unauthorized refill, script not covered by insurance customer asked to pay full price, script not ready ( wait for doctor or insurance call- bum or waiting line backed-up). Worst between 5-7 p. m. long lines of angry customers hard to get staff to work that shift. 6. How can IT process with streamlining the process at CVS pharmacies? Get Teams to come up with a solution to problems in fulfillment process keeping 3 goals in mind 1) Doesnt degrade safety at all 2) Decreases waiting time 3) Improves customer satisfaction What CVS did to improve fulfillment processDrop off, data entry, insurance check all done age customer is present. Data entry completed at drop-off while customer was still there made it easier to verify customer insurance information. Insurance check is presently done with customer present. Used to be theyd just make sure your name, address, and birth get word were on prescription and let you go. At local CVS, there is a new drop-off window away from cash register where pick-ups are done. Clerks enter data into computer while you are still there. CVS w as missing the opportunity to identify and resolve problems early in the process, when the customer is still present.Under old system, no one would look at script until 1 hour before pick-up not abounding time to resolve any problems. Clerk asks for best number to reach customer in case of a problem, which is a change from the past. Staff can also inform customer about lacking(p) inventory at drop off instead of customer finding out when they come back for pick-up. Automated instock check. Also, box that held prescriptions was replaced by an online virtual queue, which can be displayed on all workstations in the pharmacy. practical(prenominal) queue tells techs and pharmacist what prescriptions to work on filling next. 2) Production prescription is filled by tech.No change here techs have always been the ones to fill the prescriptions. 3) DUR and QA done by pharmacist in superstar step. DUR process was folded into Quality Assurance step DUR no longer part of Data Entry. Bot h DUR and QA are done after prescription is filled. DUR should not be done when customer is present dont want customer to get the impression that the drug could be harmful beca drill they might be slight likely to take it. Also, DUR is done at pharmacists station during QA more efficient use of pharmacists time to check filled prescription for accuracy and deal with any problems revealed during automated DUR.However, pharmacists could argue that it makes no sense, and is in fact dangerous to fill prescription before DUR is completed. PSI squad had to sell the new process using communication efforts that were persuasive and effective. Also, changes were mandatory, not optional, so team utilise both hard sell and soft sell techniques to win pharmacists over. There were a total of 7 elements in the PSI program that all CVS pharmacies had to adopt they couldnt pick and choose among the 7. 4) PickupWhen there is a problem discovered with a script, an Action Note is filled out so tha t staff manning Pickup can adequately explain the problem to the customer, based on what the Action Note says. slickness highlights ITs principle capabilities Design Standardization Monitoring Case also points out concerns that changes in process will be resisted by pharmacists, even though the new process changes no responsibilities or rights of pharmacists. This was a top-down change that was necessary to improve customer service.