CVS Transfers For Poor Performance?

[Sparda29]

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Has anyone else seen an instance of a pharmacy manager getting transferred to another store because of a drop in business/prescription count?

They transferred out our front store manager in late March, the new person they brought in has done a pretty good job, but apparently the pharmacy has lost business in the last year so they think its time for a change, and my boss is being transferred to another store, where the pharmacists over there were both also transferred out.

So yeah, how the **** does a pharmacy manager have any control of the amount of business they pull in?

 

[nnguyenc]

what if he is a complete douche and drives everyone away?

 

[Praziquantel86]

Yup. Happened in that same district last year to a couple of the pharmacists I used to work with.

 

[Sparda29]

what if he is a complete douche and drives everyone away?

Nope. He may be stern with the problem patient's but he's not a douche. Quite a few patients are pissed off that he's being transferred out and they are probably going to end up transferring their scripts to his new store, which is probably going to be more busy since it's right across the street from a major hospital.

But I do think that the full-time tech there, is probably the one responsible. She's being transferred out as well, but to the same store that he's going to. It'll probably make our store better, but I feel bad that he's gonna be stuck with her again.

 

[jyw003]

that'd be pretty ignorant to transfer your drugs to another pharmacy because of management change...

i'd bet your manager is thinking...thank goodness i don't have to deal with those problem patients anymore...but soon he'll have new problem patients to deal with at the new store.

what pharmacy do you work at?

 

[Vitamin K]

that'd be pretty ignorant to transfer your drugs to another pharmacy because of management change...

i'd bet your manager is thinking...thank goodness i don't have to deal with those problem patients anymore...but soon he'll have new problem patients to deal with at the new store.

what pharmacy do you work at?

How is that ignorant? Patients learn to work with a specific pharmacist. A good pharmacist develops a trust relationship with patients. That pharmacist knows your medications, knows your situation, and provides a healthcare provider-patient relationship that really means something to a lot of people (especially older people). You're saying they're ignorant for not wanting a stranger who doesn't know their name to fill their prescriptions when they're used to the pharmacist saying "Hi Mr. so-and-so" and "how are your grandkids"??

 

[Sparda29]

How is that ignorant? Patients learn to work with a specific pharmacist. A good pharmacist develops a trust relationship with patients. That pharmacist knows your medications, knows your situation, and provides a healthcare provider-patient relationship that really means something to a lot of people (especially older people). You're saying they're ignorant for not wanting a stranger who doesn't know their name to fill their prescriptions when they're used to the pharmacist saying "Hi Mr. so-and-so" and "how are your grandkids"??

Exactly my point. I'm thinking about making the transfer to his new store as well depending on how this new pharmacist is, his new store is closer to my house.

 

[samuricool]

I've never seen one transferred because business was declining but I have seen them transferred because they council too much.

 

[MountainPharmD]

How is that ignorant? Patients learn to work with a specific pharmacist. A good pharmacist develops a trust relationship with patients. That pharmacist knows your medications, knows your situation, and provides a healthcare provider-patient relationship that really means something to a lot of people (especially older people).

This is what the giant suck ass retail chains refuse to understand. Walgreens and CVS actually think pharmacy is only about delivering a product in the least amount of time possible. This is exactly why they have nearly destroyed our profession.

Patients want to see the same people every time they come in. The relationships and trust you develope with people is why they come back.

The people who run Walgreens and CVS think people come to them because they are CVS and Walgreens. I hate to tell them but people do not trust CVS and Walgreens. They trust the pharmacist and technicians who work there and help them every time they come in.

 

[MountainPharmD]

I've never seen one transferred because business was declining but I have seen them transferred because they council too much.

I have no doubt this happens. If your drive through timer or prescription timer is too slow then you have to go. What a joke retail has turned into. All thanks to the idiots at CVS and Walgreens.

 

[Sparda29]

Apparently our Triple S scores suck, I thought Triple S scores in the 80s are pretty good? Also, when customers make those calls based on the # on the receipt for a chance to win $1000, you need the customer to enter all 5s. If they enter a 4,3,2 or 1, you end up getting a 1.

 

[MountainPharmD]

Apparently our Triple S scores suck, I thought Triple S scores in the 80s are pretty good? Also, when customers make those calls based on the # on the receipt for a chance to win $1000, you need the customer to enter all 5s. If they enter a 4,3,2 or 1, you end up getting a 1.

If your biggest worry as a pharmacist is a triple BS score or a drive through timer or a timer on prescriptions then you work for a ****ty company. Run away as fast as you can.

If it weren't for POWER CVS would be the biggest joke in retail pharmacy. Note to CEO of CVS.....send a big thank you card to the CEO of Walgreens. At least you can still say "Hey, we aren't the worst retail chain. No one sucks as bad as Walgreens."

 

[Aznfarmerboi]

If your biggest worry as a pharmacist is a triple BS score or a drive through timer or a timer on prescriptions then you work for a ****ty company. Run away as fast as you can.

If it weren't for POWER CVS would be the biggest joke in retail pharmacy. Note to CEO of CVS.....send a big thank you card to the CEO of Walgreens. At least you can still say "Hey, we aren't the worst retail chain. No one sucks as bad as Walgreens."

Walgreen is def the biggest joke.

However for triple S scores, it is not based on timer on prescription. What it is based on is, out of stocks..., professionalism, customer addressed by name, and rx ready as promised with different areas weighed differently.

 

[Sparda29]

Walgreen is def the biggest joke.

However for triple S scores, it is not based on timer on prescription. What it is based on is, out of stocks..., professionalism, customer addressed by name, and rx ready as promised with different areas weighed differently.

Addressed by name? Are they ****ing joking? How am I supposed to remember patient's names? Hell, someone could drop off a couple of scripts for 28 amoxicillin and 20 percocet and I won't remember their name 5 minutes later. I still don't know a lot of my classmates names.

The main problem we have apparently is Wait Times, which I don't get because we got a 100 on Ready When Promised.

 

[Vitamin K]

Addressed by name? Are they ****ing joking? How am I supposed to remember patient's names? Hell, someone could drop off a couple of scripts for 28 amoxicillin and 20 percocet and I won't remember their name 5 minutes later. I still don't know a lot of my classmates names.

The main problem we have apparently is Wait Times, which I don't get because we got a 100 on Ready When Promised.

Um...it's on the package that you just sold to them? It's tough when it's someone picking up for a non-spouse because you don't know what their name is necessarily (unless they paid by credit card or check), but it's not that hard to look at the rx when you're ringing it out and then say "Thanks Mrs. So-and-so!" In fact, you can still get higher triple S just by doing that when you see the survey print out. You don't even have to do it for every single person.

As far as wait times, we do well here because when they ask how long it will be, we say "15 minutes OR LESS" That's what the survey asks them. "Was your wait time 15 minutes or less?" If they remember you saying that, regardless of whether it truly was 15 minutes or less, they're more likely to say yes. Don't just say "15 or 20".

 

[Aznfarmerboi]

Addressed by name? Are they ****ing joking? How am I supposed to remember patient's names? Hell, someone could drop off a couple of scripts for 28 amoxicillin and 20 percocet and I won't remember their name 5 minutes later. I still don't know a lot of my classmates names.

The main problem we have apparently is Wait Times, which I don't get because we got a 100 on Ready When Promised.

When ringing them up, look at rx bag and say, Mr Mrs... do you want counseling by rph, or Mr Mrs... I have x prescription/s for you, or Mr., Mrs. your address is __________ right.

It is good practice to have your techs do that as it makes the patient either picks up all of their rx (in case they ordered at different time); that your techs are giving the rx to the right person. Every store should have 100 percent on this as it is EASY points plus good practice.

I mean come on, where else are you going to find such easy money. 33 percent of your bonus comes from saying their name and being courtesous. If your store cannot master that, you are in big problem. Another 33 percent comes from ready when promised. This is another easy point. The hard part is RX in stock (note CVS inventory management is highly efficient) and wait time.

Keep in mind that from my experience, if your store scores above 90 percent (Excellent store), field management wont bother you. Even if you cant do that.. it sure is easier to get higher than front store so that when field mangemnt comes in, the front will take the heat first.

 

[Sparda29]

Yeah, we were an excellent store earlier this year but it just dropped down out of nowhere one month. And we were #2 store for FlavorRx and #2 pharmacy in xtracare scan rate. The courteous score should go up now that they transferred out the full-time tech. If anyone was to blame for the store, it was definitely her. I was getting on my pharmacy manager for a year now to try and get rid of her. (The funny part was that every time I worked, he had another story to tell me about what happened when she worked, yet he never got rid of her, hell she even failed the PTCB Exam).

 

[farmist]

If PCI and readyfill are such a great service how come there is an inverse relationship between PCI/readyfill and triple s (customer service)?

My store does well in every thing except PCI/readyfill/extra care scan rate.

Granted were not a high volume store but my tech knows everyone by name, even 1st time customers. She remembers them because their outsiders. She even remebers the guy that stole a pair reading glasses 2 months ago and was asked not to come back. I know a lot of people by name but I can't do what she does.

The inventory managment system isn't anything special. We physically manage our inventory. I think the system misses a lot. Yes, we do everything were supposed to do for the system to function properly. Almost all of our out of stocks are new rx's not refills.

In one of the stores the techs and pharmacist were upset about the pharmacist being transferred and asked the customers to complain. There were 40-50 complaints the first month. The regional manager noticed but I don't think anything came of it. I think he was being sent to turn around a crappy store.