I'm by no means an expert but for WeCare the key is QT time and ready when promised. The two are obviously highly correlated and together are worth 60% of the score. At the end of the day you need good techs and workflow to maximize this score... but the number one most important thing the pharmacist can do, in my opinion, to improve this score is work as back-up for QT. When the pharmacist is watching QT constantly not only does QT time improve, but ready when promised goes up and the whole day just goes a lot better. Usually in the morning the pharmacist will print and pull a nice stack for production... once tech #3 shows up they print and pull in between customers and the pharmacist for the most part doesn't pull anymore and keeps a very close eye on QT. Ideally production rarely has to stop counting to print and pull and QT never exceeds a few lines.
Properly set waiter expectations is worth 10% of the score and is pretty much a free 10 points, just make sure no waiter is entered with a promised time of over 15 minutes and you get almost all of the points (the script must also obviously be verified in time). Apparently even if you put W15 and verify it on time you could STILL get no credit if the pick-up time isn't "close to verification time" and if the pick up time is significantly later the script isn't even counted towards this metric. I'm guessing if they pick it up an hour later you lose points, whereas if they pick it up the next day you don't lose points but you also don't get points (just counted as a normal script). Kind of beyond your control but the bottom line if don't put anything in as a waiter for more than 15 minutes, and don't put anything as a waiter if you know the customer won't be back for an hour because even if you do W15 and verify it on time it could count against you if they pick it up in, say, an hour. I guess the purpose of this rule is so that the metric isn't exploited by putting scripts in as waiters that aren't.
Action note follow through is worth 15 points. Obviously you just have to make these calls, but there are a few tricks I use to improve this score. Firstly, when an OTC isn't covered it's stupid to call the patient, so you can either put in a discount card to eliminate the prompt for a call or choose "chose not to call" which removes the opportunity from the denominator. Selecting "choose not to call" will remove the call from your score but they do track how many times you select this option so I wouldn't go much past 10%. It states that is is acceptable to select "choose not to call" for readyfill out of stocks and for scripts that are regularly filled as cash. Secondly getting as many people as possible enrolled in texting is very helpful because you can just press "T" can get credit for the call, and also save yourself a minute or two by not having to make the call. For people that need updated insurance you can try to call them when it prompts you, and if the line is busy/invalid phone number/voicemail full I just press escape, run it through a discount card, and put an action note on the bag.
Voicemail is 5 points... you just have to retrieve them in under 15 minutes. I've heard of people just playing the voicemail and replaying it later to actually get the script just to get the points... I'd not make this a regular thing because it just wastes more time.
The last one is prescriber follow up worth 10 points with in my opinion is a pain in the ass. From my understanding the metric is only measuring whether or not you make the call to the prescriber's phone number that is on record for the script. Multiple scripts/patients for a single prescriber only requires one phone call, so I would priortize these because you are essentially getting more points per call. Even with a score of 25% you might still be pulling in ~5 of the 10 possible points, so I personally wouldn't be wasting an hour of my day for this if you have room to improve on QT time which will have the trickle down effect of also increasing ready when promised. I'm thinking maybe if you delete some of the refill requests out of the QR before they drop into the QV you might be able to lower to total number of calls, effectively increasing the value of the calls that you make by lowering the denominator. I'm honestly not sure if deleting them before they go red will remove them from the metric or count against it though. In the big picture though this metric offers the least value in terms of the effort it requires compared to the points it's worth so I wouldn't get too hung up on it. For example, if your ready when promised target is 90 and you get 80, you are losing over 10 points in WeCare (probably 12-13). You have to verify the script whether it is red or not, so you are really shooting yourself in the foot here, especially if it's because you are chasing 5 points for prescriber calls.
