Brief Intro

What is the problem?

To summarize:

• Wait times for patients are long
• Something about increasing workload
• The increasing shortage of pharmacists and their increasing workload will continue to lengthen these wait times for patients
• Consequence of this, as you know, are limited accessibility of patient care, and a lack of awareness by patients of services that pharmacies actually offer
• 75% of prescriptions are repeated and in these cases customers don’t always need to be serviced

Kroll

What is the solution?

• For this problem we have two user groups patients and pharmacists,
• Last term we focused on patient pickup experience
  • Conducted surveys and did user testing with a prototype smart locker
  • Patients found the process convenient
  • Average pickup times of 15 seconds
• This term we want to focus on the pharmacist flow and understanding how we can design a solution around your existing workflow and process so that we can add efficiency without extra work on the pharmacy side (ask Understand Flow questions)
• (If he inquires about our proposed solution)
  • We want to implement several pickup smart lock boxes
  • If possible integrate with your pharmacy software

    • Using patient information to help populate prescription information for notifying patients

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Understand Flow

• Refills every 3 months
• Coming late and early with prescription

What software are you using for pharmacy management?

• Kroll
• nexus , pharmaplus
• fillware

How do you verify that a patient says who they say they are?

• Controlled drug → health card
• Must input in advance who will be picking up

What functionality does the software have?

• Kroll has nothing to do with insurance
• No DIN number, LOT number in cases of drug recall with patients
  • Only recorded in the pharmacies
• Adjudication platform
• Dispensing prescriptions
• 40-50% prescriptions come through fax, some that are coming through are fax
• Also reminders for refill prescriptions for the pharmacists
  • To do list: x days left before pickup required

How do pharmacies receive prescription fill requests? What info is provided? What information is inputted?
When a prescription is currently filled and ready for pickup, what happens? What’s the workflow?

• Kroll will remind when to refill a prescription
• Prescription has a barcode which is tracked by kroll

What is your current patient notification system?

• Calling to tell them prescription is ready

Process payments?

• Connected right to insurance
• No payments with kroll

Another use case to consider:

• Remote pickups

Different roles?

• Pharmacy assistant: fill prescriptions
• Pharmacist: patient care
• Cashier:

Understand Pain Points

• Want outside the pharmacy
• No pharmacy closes as early as 4:30
• Prescriptions left at turnkey desk
• A lot of prescriptions are counseled
• When canada recalls a drug, ‘
  • Get notification from wholesalers
  • Prescription should have lot number
  • Kroll needs to add this feature
• Pharmacy is doing a lot more
• Want to send texts but don’t know how
  • Want system to automatically text them
• 519 729 7746
• Ice pack in the bag for refrigeration

End of meeting

• Ask for his contact info
  • Mr Patel: 5197297746
• Can we do user testing w a pharmacist? Can you sign-off
  • (set upcoming date within next 1.5 week)

Next Steps:

• Contact WUSA to see what going on w the lockers
  • Maybe we can be involved in that
• Narrow down use case:
  • After hours pickup versus daily hours?
• Contact Mr.Patel regarding notification pickup
• Contact Mr.Patel about shadowing

1. Prescription is filled
2. Patient is notified view Pharmabox platform (SMS)
3. Prescription is picked up in working hours
   1. If not picked up in working hours, can be stored in an overnight/weekend pickup locker. → Additional SMS notification is sent notifying that the prescription is now in the lockerbox]

Sammy’s Additional Notes:

Student-based pharmacy

The pharmacy does very few refill prescriptions

Student pharmacy does 10% refills to 90% new pharmacies

Assistants input pharmacy

Student pharmacy uses Kroll

They do batch blister pack filling

Some students →

Sometimes refills need to be concealed

College of pharmacists encourages you to council patients

They counsel patients because they can see if a patient comes to fill in a prescription too early and too late and can flag the issue

If they get a controlled drug pharmacists need to see health care.

Anything with a photo on it works as an ID

Someone can pickup

Controlled drugs required ID.

Shoppers has their own software

Nexus/Kroll/Filware

Patients flow

Take all the patients information

Student plan

Kroll doesn’t handle payments

The pharmacy bills directly to the insurance provider

Kroll is only used for dispensing a platform

40-50% come via fax from health services

Fax method is common across other pharmacies

Most doctors don’t use computers

Roughly a 1% error with refill prescriptions when a patient receives.

Kroll system does a todo list so it keeps track of ongoing

Kroll doesn’t do anything with payments

Open to the opportunity to find a time to shadow.

Leave prescriptions at the turnkey desk -> put them in the locker after closing

The special cashier who is operating the cash register. Have not tried email or text message, but want to try notifying

Use case at campus pharmacy

Come in monday tuesday or thursday ->

519-729-7746

Kroll integration about when

No room inside the pharmacy. The locker box should be outside the pharmacy.

They put an Ice pack in a bag with the prescription.

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