Hi guys, I need your help for my assignment.
Duval Pharmacy – How a Prescription is Filled
Adapted from a case created by Mark Davis 2004
A prescription enters the pharmacy via the following:
- Walk-in (patient with paper script)
- telephone call (patient with refill)
- IVR (patient refill)
- electronic (doctor submitted refill or new order)
Walk-in patients are greeted by a retail clerk, who takes the prescription and places it on the back counter for review by the pharmacist technician.
the clerk will ask the customer if s/he wants to wait for it. if the customer elects to wait, they can do so in the waiting area – or they can elect to leave and return at a later point.
prescriptions that are telephone call, IVR, or electronic do not require any of the clerk’s time. telephone calls will be fielded by the pharmacy tech or pharmacist, IVR, and electronic go directly to a queue in the prescription system which can be viewed by both the pharmacy technician and pharmacist.
if the prescription is for new customer, the pharmacy technician will get information such s address, telephone number, type of insurance coverage, allergies, etc.., and enter it into the computer.
for all prescriptions, coverage by insurance is done with the health insurance provider. the pharmacy tech will initiate this verification. if confirmation is no coverage, the tech communicates this to the patient and the process of completing the order is discontinued.
the next step in the process is the printing of the prescription label for the package which is done by the pharmacy tech. following that, the order is filled. the counting of the pills, capsules or tablets, and the relabeling of prepackaged creams, ointments and jellies can be done by the pharmacist technician. however, the remaining types of prescriptions must be filled by a pharmacist.
regardless of the type, each prescriptions is then checked for accuracy by the pharmacist. after the accuracy check, the prescription is delivered to an alphabetized rack and made available for pick up by the customer.
the retail clerk will retrieve the completed order from the rack, the complete the delivery steps (which consists of confirming the identification of the customer, asking for their confirmation of receipt on an electronic signature pad, receipt of any payment due from the customer, packing this and any materials related to the prescription in the bag and stapling it closed). the retail clerk then delivers it to the customer.
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