CVS WE CARE more like Spit in Your Face

[Albo]

Who is working with the We Care upgrade. We got it a few weeks ago and being a 24 hr very busy store the workload has become insane. Yes it increase accuracy to a great deal but the workload at pick up almost doubled especially at a store where the pick up was extremely busy before the upgrade. The pharmacist are about to break down from this increase work load and everything has become hell. Anyone working with this new We Care upgrade has any ideas how to work more efficiently. I am there only few days a week but i can't imagine the horror the RPh deal with especially on busy days such as Mondays and Tuesdays.

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[owlegrad]

Yeah we have had it for a little while now. The truth is, you just get used to it. Pick up is a nightmare at first, but you learn to deal with it. At least people aren't leaving without their meds and saying goodby to paper logs is nice. Enrolling or not enrolling through the register is also nice. Just wish we had real keyboards.

I hate the changes to drive thru much more than the changes to pickup. I am pretty skeptical that the 'upgrade' actually improves the workflow. Factoring replacing backtags and I doubt there is any efficiency improvements at all. It is beyond my imagination that the patient's experience is improved based on "pretyping" at drive thru. I bet you could type the script in almost the same amount of time without having to play with back tags later.

 

[Aznfarmerboi]

Who is working with the We Care upgrade. We got it a few weeks ago and being a 24 hr very busy store the workload has become insane. Yes it increase accuracy to a great deal but the workload at pick up almost doubled especially at a store where the pick up was extremely busy before the upgrade. The pharmacist are about to break down from this increase work load and everything has become hell. Anyone working with this new We Care upgrade has any ideas how to work more efficiently. I am there only few days a week but i can't imagine the horror the RPh deal with especially on busy days such as Mondays and Tuesdays.

I hate we care but its like any new system... you have to get used to it. Instead of QA, the pharmacist should be microing the box on the bottom right. QT is the key to making sure things dont blow up. Also, if you guys dont follow skeleton scheduling and workflow, the entire thing wont work period.

 

[WVUPharm2007]

They need a "I'm here all alone and all of these queues are making me much less efficient" button that puts QA back in between 9PM-9AM.

 

[owlegrad]

Where are nupe or old timer when you need them?

 

[rxlea]

We need some emerging leaders up in herr

 

[ajtindall]

It's not that bad. We are a 24 hour store and very, very busy and we just have gotten used to it. It is helpful in some instances, no more searching everywhere for faxed in scripts. But otherwise not much of a difference for us really. Just took a bit to get used to.

 

[Rockinacoustic]

I'd rather stand in front of an impatient customer for an extra 30 seconds confirming their info instead of running back and forth from waiting bin to the production area in search of their medicine.

 

[browneyes021]

Has anyone noticed the enormous amount of scripts coming during the daytime that are all due in one hour? One of my coworkers said that instead of customers being able to pick a much later time in the day, that now, all scripts phoned in through the automated system are all due in an hour. Is that true or does anyone feel the same way?

 

[chuckle beast]

This doesn't sound right. Timing of new rx's based on class is all new but automated line still asks time for pickup on refills. The new system should drive readyfill and in coming months I am hoping workload is better balanced.

 

[bob1234]

The most recent drive thru time report is not looking good. Our store's time per customer has increased by 50 percent! We run a skeleton crew and it makes it more difficult to do all the other required tasks when you add up the time for every transaction.

Before we could ring up a customer at pick up. The tech would run back to drop off, take a new order, fill it and move on. Now it seems we get stuck at pick up or drive thru and never "clear" out these customers fast enough to do other things.

 

[Chris co2012]

We're a 5,000 per week store and now I basically just check in the red. I proudly raise my red flag and declare red to be a new country. We're a good people and WE BLEED RED.

Verifying in red is the new cool.

 

[browneyes021]

We're a 5,000 per week store and now I basically just check in the red. I proudly raise my red flag and declare red to be a new country. We're a good people and WE BLEED RED.

Verifying in red is the new cool.

My 24 hr store is the same way with checking in the red. It is what it is though. I feel bad for people who are paranoid about checking in red because they are scared of their metrics going down. But if you take the time to change times, then that's time you could've used to check other scripts and when people are yelling at you to hurry, it's just not worth it.

 

[owlegrad]

What is this red you speak of I thought everything was orange now? Lol

 

[browneyes021]

What is this red you speak of I thought everything was orange now? Lol

I'm so used to it being red even though it is orange. They also have blue for some certain type of scripts when it's close to their time being up. I work nights so I haven't seen the blue color yet.

 

[Chris co2012]

I'm so used to it being red even though it is orange. They also have blue for some certain type of scripts when it's close to their time being up. I work nights so I haven't seen the blue color yet.

Thank God that offices cannot efax controlled substances or EVERYTHING would be blue with 10 minute promise times.

 

[Pharmgrlnxdor]

Blue is for acute prescription items i.e. antibiotic just sent over from the doctor's office. I am indoctrinated in the lingo.

The new system definitely slows me down especially at the drive through. I use to be able to get people in and out of there fast as can be. Now I am probably there an extra 20 to 30 seconds and that adds up fast over the course of a shift. However, I am all for the new system because it really forces one to verify that the right script is going to the right person. Previously, I never forgot to check both DOB and address....I am paranoid that way....but some of the young techs and lifers I work with are not as careful. Knowing I will be in the pharmacist hot seat in less than 2 years, and will have my license on the line if Kiki the underpaid pharmacy tech fails to catch that Robert E. Smith is not the same person as Robert Smith (not real patient names, made up names for example purposes) I am all for the new system that basically forces them to check and will actually not allow the wrong prescription to be rung up and sold.

 

[g40631]

What exactly is the new process at CVS? I work at Kroger. At "Release to Patient" (our version of pick up), the tech or whoever must scan each prescription item's (bottle, box, etc) barcode on the label. Each individual prescription on the label will get a green check mark indicating that it can be released for that patient. If it's not the right prescription for the right patient, a huge red STOP pops up on the screen locking the tech from going further. So far it's been pretty failsafe, SO LONG as the tech is asking for name and date of birth every single time.

 

[Pharmgrlnxdor]

Customer arrives at pickup or drive through. Tech asks for a first and last name. These are put into the system which generates a screen that shows either a listing of names and corresponding addresses, if the name is a common one, or a single name and address, if the name is an unusual one. At this point the tech is supposed to ask the address. With the address the tech can select the correct customer. Now the system prompts the tech to enter the month and day of birth. Enter the wrong info in and nothing comes up. Enter the right info in and up comes a listing of the customer's filled prescriptions. If it shows four Rxs the tech can go retrieve the four items, come back, scan them, and total out the bill. You cannot bypass any of the steps very easily or at all. You cannot forget to ask their date of birth, you cannot scan out the wrong prescription, it is great. I feel a lot better about the right people getting the right meds.

 

[owlegrad]

It also shows prescriptions still in progress which is a major upgrade from the old way.

 

[farmadiazepine]

The pick up register should also tell you if an Rx is in the fridge or if it is a reconstitute. That way we won't have a million little blue and pink white papers attached to rx bags sticking in the bins, months and months old.

 

[Dr Wario]

The pick up register should also tell you if an Rx is in the fridge or if it is a reconstitute. That way we won't have a million little blue and pink white papers attached to rx bags sticking in the bins, months and months old.

We have told the RM about this and he said it is in the works. We already stopped using those tags though because people can see the drug and most learn if they are mixes, fridge or large bag so they don't bother to look for the marker in the bin. I like the system overall, but wow those acute scripts can be killers.

 

[rph3664]

Someone who lives in Pennsylvania and posts on another board I frequent just said that she found out that she has the same name as a CVS customer in Alabama, a state she's never visited. How did she know this? Because the Alabama address showed up on the receipt.

🙄

She's an attorney too, so she knows all about little things like confidentiality.

 

[Cvstech3460]

I understand that cvs wants to increase accuracy and thus implementing wecare. But wouldnt a speeder way to do this to be scanning the bag then entering the dob? Why is it not like this?

Also does anyone elses pos lock up if the customer swipes their card too quick?

 

[ethyl]

Pick up and drive thru often goes horribly wrong. Patient arrives early to pick up their scripts, 2 are done and 1 is verify ready. In the old system, I would quickly verify the 3rd script, scan it at register and sell it. In the We Care world, I find out the script is verify ready after finding the patient in the system and entering the DOB. If I quickly verify the 3rd script, it does not update at the register... it will still say verify ready. To remedy this, you have to completely start from scratch, cancel and re-type the patients name and DOB.

More time gets wasted when you forget to click "Drive-Thru" when obtaining an 'offer to consult' signature at the drive-thru. In the old system, I would typically just put the blue form log out the window at the END of the transaction, thank them for the business as they sign it and put it back, while I'm able to walk away and go back to work somewhere else. Now we have to sit and wait for them to awkwardly sling the pen hanging from the clipboard, sign the receipt, clip it back to the clipboard (or just watch it fly away from the wind and repeat the whole process).

 

[owlegrad]

In the old system, I would typically just put the blue form log out the window at the END of the transaction, thank them for the business as they sign it and put it back, while I'm able to walk away and go back to work somewhere else. Now we have to sit and wait for them to awkwardly sling the pen hanging from the clipboard, sign the receipt, clip it back to the clipboard (or just watch it fly away from the wind and repeat the whole process).

Yeah I also hate this. I can't so anything while they sign the damn slip. Can't look up the CVS card, can't run their credit card, nothing. Just stand and stare as they prove that the public is functionally incapable of doing something as simple as sign inside a box when I provide a clip board, pin, and the slip.

I disagree about pickup though, as I get more used to it I like it more and more. It is nice being able to see the status of everything we have in the system for them. And Readyfill is much easier now. A 'refresh' button would be nice. Nicer still would be an actual keyboard!