Ready when promised we care?

[ancienbon]

---

Members don't see this ad.

Does anyone know why there is a big discrepancy between the ready when promised on the we care report available every Wednesday and the report that is printed every Sunday morning? For example per the Sunday report , we would probably have 95 percent verified on time while on the we care we would only be at 75 percent?

 

[SClENCE]

Do you get a lot of people who show up to pick up a prescription when nothing is ready and in reality it was just a refill reminder call that they never responded to?

Our store has the same problem and I think this is why. Maybe the techs tell the customer 45 minutes and them put it in the computer for 1 hour? I know at our store we do just the opposite but that could also be a possible reason. The problem may also have to do with in-store waiters.

 

[Old Timer]

Because We (don't) Care measures things differently. Once you get an e-script the system records the time and no matter what you change the time to it still retains the original time so while RX Connect will show it's verified on time while We (don't) Care will show it's not compliant. It also does not count re-bills that you do as waiters that RX Connect will count and We (don't) Care will ignore.

 

[Sine Cura]

So it's safe to assume that once the time is initially set (whether e-scripts or patient-initiated), WeCare ready when promised goes off that time, so re-timing is pointless. As I understand it re-bills done after the original promise time don't count, refill authorizations after the promise time don't count (so never generate, always delete if possible), scripts released from QI that are already red don't count, things put on hold from QP/QV that are then run again don't count (you have to change the promised time because the fields are already populated with the original promise time and date).

This would explain situations where you think you got waiters out on time 100% but the WeCare report says 82%.

95% vs 75% is a rather large spread though. I usually see 8.5-9.5%

People showing up in person after a refill reminder call are probably oblivious *****. The message clearly states it is a refill reminder, not that something is ready.

 

[DASicari]

In other words- don't waste time changing times.

 

[SClENCE]

So it's safe to assume that once the time is initially set (whether e-scripts or patient-initiated), WeCare ready when promised goes off that time, so re-timing is pointless. As I understand it re-bills done after the original promise time don't count, refill authorizations after the promise time don't count (so never generate, always delete if possible), scripts released from QI that are already red don't count, things put on hold from QP/QV that are then run again don't count (you have to change the promised time because the fields are already populated with the original promise time and date).

This would explain situations where you think you got waiters out on time 100% but the WeCare report says 82%.

95% vs 75% is a rather large spread though. I usually see 8.5-9.5%

People showing up in person after a refill reminder call are probably oblivious *****. The message clearly states it is a refill reminder, not that something is ready.

Half of our customer are ***** then because it happens LITERALLY every 10 minutes all day long. Drives me nuts

 

[farmadiazepine]

People who don't work in pharmacy don't understand what these robo-calls are saying.

When you get an automated call from your library telling you that your library book is due, you bring it in.

When you get an automated call from your pharmacy telling you that your prescription is due, you come in.

The problem are the calls itself. There is no human explaining anything in these calls. It's that generic robo-guy that you want to punch in the f*cking face that says, you have a prescription due for refill. Who actually has the patience to listen to this? Why not just go to the pharmacy because I'm due for medicine? After all, CVS is the one who called me, why wouldn't I come in when you call me telling me I'm due?

That's the logic. It makes sense for anyone who knows nothing about pharmacy. It makes sense to regular people.

When people come in and their meds are not ready, don't blame them. Blame your employer for initiating a phone call with no explanation.

 

[SClENCE]

It seems like 1/3 of the people just show up without listening to the message, 1/3 listen to the message and think the prescription is ready, and the last 1/3 call us back and tell us to stop calling them.

It doesn't matter how annoying the calls are or how irritating they are for the staff and even the customers, the bottom line is that they increase profit so they are not going anywhere - though I think the message should directly state that "This prescription is not filled and will not be filled without further action" or something along those lines.

People who "don't have the time to listen to the message" or "don't have time to call it in" can honestly go f*ck themselves. I'm sure if it was your Xanax you would have it called in exactly 2 days early and be waiting for our "horrid" system to call you to tell you when it's ready.

 

[Aznfarmerboi]

In other words- don't waste time changing times.

This...

Changing time only hurts you because you waste time changing rx so it wont be red which backs you up even more. Spend that time proactively calling customers to resolve issues so it is ACTUALLY ready for them when promised.

Also when doing rebills, it helps if you put a time in it instead of making it a waiter. That way you wont get dinged twice.... (You now have one not ready when promised maintenance, and one not ready when promised waiter- after changing time).

 

[Aznfarmerboi]

And yes... if your ready when promised is 75 percent in WeCare versus 95 percent report... you most likely are changing the time.

If not, diagnosis other things like ppl changing time in QT so it wont turn red, putting stuff on hold instead of actively solving issues, etc.

 

[ancienbon]

And yes... if your ready when promised is 75 percent in WeCare versus 95 percent report... you most likely are changing the time.

If not, diagnosis other things like ppl changing time in QT so it wont turn red, putting stuff on hold instead of actively solving issues, etc.

I have to check with Pic. I never change time. it is a waste of time

 

[owlegrad]

I agree, 75 vs 95 has to be someone changing times.

 

[SpartanLaser]

Ugggh this is what is fundamentally wrong with pharmacy chains. So much emphasis on TIMING without staffing. Safety? Who cares

My independent has no timers and we can get stuff much quicker than the chains that emphasize timing.

 

[pharm B]

I'm so happy I don't work for a company that operates on this kind of platform. Is every CVS pharmacist a new grad's application away from being fired? How can you possibly meet every metric?

 

[Sine Cura]

There are so many metrics that if termination were guaranteed for consistently not meeting at least one metric that would mean 85-90% of PICs and staff pharmacists would be fired. Also chain pharmacies don't exactly hire only la creme de la creme and it's also difficult to implement correct "best practices" to meet metrics if you have to spend time coaching up the basics that aren't measured (how to input correctly, how to resolve insurance rejections correctly, how to count correctly, etc.)

FYI these are sample robocalls:

Refill reminder robocall. "Hello. This is CVS Pharmacy. Our records indicate it's time for [name] to refill the prescription number ending in [last 4 digits of Rx number] with our pharmacy located at [store address]. Refills may be ordered online at CVS.com or calling [store phone number]. To remove this number from our reminder list, please call 1 855 475 2133. That's 1 855 475 2133. Thank you for choosing CVS Pharmacy. Goodbye." Time elapsed: 1:10

Ready for pickup robocall. "Hello. This is CVS Pharmacy calling for [name] about your prescription order ready for pickup. Your automatic ReadyFill prescription order is available for pickup at [store address]. For questions regarding your prescription order, please call [store phone number]. If you have already picked up your prescription, please disregard this message. Thank you for being a valued customer of CVS Pharmacy. Goodbye." (0:31)

 

[Aznfarmerboi]

Ugggh this is what is fundamentally wrong with pharmacy chains. So much emphasis on TIMING without staffing. Safety? Who cares

My independent has no timers and we can get stuff much quicker than the chains that emphasize timing.

To be fair... that is why CVS implemented this.

There is an emphasis on timing- but it is okay if things don't get verify on time fast enough.

WeCare and assigning a time to the script regardless of time input by us is meant to prevent that and actually solve legit issues... so we can focus on getting the customers out quickly INSTEAD of focusing on making sure everything we verify is not "Red"...

and in independents that I work with, time is OF THE ESSENCE. Customers want it right NOW versus an hour later. Also, there are LESS safety checks in place.

In the independents that I work with, no DUR..., no scanned images on refills, etc. The script is billed, techs over ride all rejections, someone checks to make sure we are being reimburse correctly by the insurance above cost, and I make sure it is the right pills in the right bottles for the right customer. There is no bottle accuracy scan, no prescription bags used to prevent contamination, no checking address or DOB, etc

 

[M0df]

I have stopped changing times long ago. However, when your sup comes in for a visit, to check on whatever they are checking on, ready when promised is one of the reports they print out. It is one of few reports that will show breakdown by pharmacist. Wecare will not ... yet. MCE scores are broken down by staff member (somewhat inaccurately) and time of day. Everyone gets their action note %. You can even print out who did PCQ calls and when. So lets say your store has 4 pharmacists and your WeCare is not great. 2 have good RWP and 2 do not. What do you think happens? 2 with good scores may or may not be changing times. 2 with bad scores are definitely not changing it. Sup has no proof of times being changed and it does not get anyone off the hook but I guarantee you that the 2 with bad scores will be talked to first.

 

[pillpharmer14]

Ugggh this is what is fundamentally wrong with pharmacy chains. So much emphasis on TIMING without staffing. Safety? Who cares

My independent has no timers and we can get stuff much quicker than the chains that emphasize timing.

It isn't just about getting things out fast at chain pharmacies, it's about fast AND cheap. They could operate as efficiently as your chain by adding additional staff, but that would decrease profitability.

I don't like it, but it is what it is. Chains may be a lot of things, but they aren't stupid.

 

[SClENCE]

Sadly, fast and cheap is is not only the focus of CVS it's it is also the focus of it's customers as well. Most customers only care about fast and cheap.

 

[Aznfarmerboi]

I have stopped changing times long ago. However, when your sup comes in for a visit, to check on whatever they are checking on, ready when promised is one of the reports they print out. It is one of few reports that will show breakdown by pharmacist. Wecare will not ... yet. MCE scores are broken down by staff member (somewhat inaccurately) and time of day. Everyone gets their action note %. You can even print out who did PCQ calls and when. So lets say your store has 4 pharmacists and your WeCare is not great. 2 have good RWP and 2 do not. What do you think happens? 2 with good scores may or may not be changing times. 2 with bad scores are definitely not changing it. Sup has no proof of times being changed and it does not get anyone off the hook but I guarantee you that the 2 with bad scores will be talked to first.

I would verify Myimpact score card versus the ready when promise by RPH summary report. The ready when promise time is accurate... (just like scan card rates and ANFT).

QT and customer service hearts are usually not.

 

[ancienbon]

I would verify Myimpact score card versus the ready when promise by RPH summary report. The ready when promise time is accurate... (just like scan card rates and ANFT).

QT and customer service hearts are usually not.

I thought qt would be more or less accurate

 

[SpartanLaser]

To be fair... that is why CVS implemented this.

There is an emphasis on timing- but it is okay if things don't get verify on time fast enough.

WeCare and assigning a time to the script regardless of time input by us is meant to prevent that and actually solve legit issues... so we can focus on getting the customers out quickly INSTEAD of focusing on making sure everything we verify is not "Red"...

and in independents that I work with, time is OF THE ESSENCE. Customers want it right NOW versus an hour later. Also, there are LESS safety checks in place.

In the independents that I work with, no DUR..., no scanned images on refills, etc. The script is billed, techs over ride all rejections, someone checks to make sure we are being reimburse correctly by the insurance above cost, and I make sure it is the right pills in the right bottles for the right customer. There is no bottle accuracy scan, no prescription bags used to prevent contamination, no checking address or DOB, etc

Hmmm..i hope that isnt the norm.

My independent has scanned images, accuracy bar code scanning, dur, everything cvs has without the bs metrics and clocks.

 

[dblock05]

Hmmm..i hope that isnt the norm.

My independent has scanned images, accuracy bar code scanning, dur, everything cvs has without the bs metrics and clocks.

Its an independent. Why does everyone fail to realize that CVS has a few thousand stores and not just 1? They need metrics to measure how their stores are doing.

 

[farmadiazepine]

To be fair... that is why CVS implemented this.

There is an emphasis on timing- but it is okay if things don't get verify on time fast enough.

WeCare and assigning a time to the script regardless of time input by us is meant to prevent that and actually solve legit issues... so we can focus on getting the customers out quickly INSTEAD of focusing on making sure everything we verify is not "Red"...

and in independents that I work with, time is OF THE ESSENCE. Customers want it right NOW versus an hour later. Also, there are LESS safety checks in place.

In the independents that I work with, no DUR..., no scanned images on refills, etc. The script is billed, techs over ride all rejections, someone checks to make sure we are being reimburse correctly by the insurance above cost, and I make sure it is the right pills in the right bottles for the right customer. There is no bottle accuracy scan, no prescription bags used to prevent contamination, no checking address or DOB, etc

The independent I work at is very similar, but tech's will warn me of severe DURs. These are like category X drug interactions or level 1 interactions, and I do get warned about them.

F*** scanned prescription images, f*** on screen pill image verification, f*** all the extra bullshi**. It's not less safe, in fact, I feel as if my independent is even safer than my CVS I used to work at, simply because I have more control, and we have set manual systems and checks in place for us that prevent errors.

 

[Sine Cura]

The new DUR enhancement to RxConnect have caused even more alert fatigue. There are so many irrelevant therapeutic duplication hard stops for the same drug/dose that a person has been getting for 10 years (even though you can now see recent fill history for that particular drug) that the possibility of overlooking a serious therapeutic duplication for different drugs in the same class has increased with the update. Also overriding the temazepam 30 high dose alert 10-15 times a day is annoying.

 

[SClENCE]

The independent I work at is very similar, but tech's will warn me of severe DURs. These are like category X drug interactions or level 1 interactions, and I do get warned about them.

F*** scanned prescription images, f*** on screen pill image verification, f*** all the extra bullshi**. It's not less safe, in fact, I feel as if my independent is even safer than my CVS I used to work at, simply because I have more control, and we have set manual systems and checks in place for us that prevent errors.

There's nothing wrong with the system at CVS, it's just that you don't have the time to use it properly because it's a cluster fu*k with the tech hours they give.

 

[Sine Cura]

There are plenty of things wrong with RxConnect. Some examples

- slow
- slow
- did I mention slow?
- buggy (pointless auto-process checks like the "allergy history" one, missing hard copy "scan" for e-scripts, pointless fillability check errors, inability to keep two "primary" subsidizer plans active when it is actually warranted)
- Can't alt-tab anymore to virtual-machine Firefox. In Firefox pop-ups are always disabled by default. The way I have to use the state PDMP means enabling pop-ups every day and exporting the search result to PDF for every single check (very tedious - I can have 25-30 checks a day).
- Supervisor sends documents thinking you can open Microsoft Office documents at the store level.

CII enhancement is good and long overdue though.

 

[SClENCE]

There are plenty of things wrong with RxConnect. Some examples

- slow
- slow
- did I mention slow?
- buggy (pointless auto-process checks like the "allergy history" one, missing hard copy "scan" for e-scripts, pointless fillability check errors, inability to keep two "primary" subsidizer plans active when it is actually warranted)
- Can't alt-tab anymore to virtual-machine Firefox. In Firefox pop-ups are always disabled by default. The way I have to use the state PDMP means enabling pop-ups every day and exporting the search result to PDF for every single check (very tedious - I can have 25-30 checks a day).
- Supervisor sends documents thinking you can open Microsoft Office documents at the store level.

CII enhancement is good and long overdue though.

When I said there was nothing wrong with it I was referring to the aspect of patient safety. When it comes to ease of use/speed the system is trash. Whenever we price check a drug the system freezes unless we use the esc key lol.

 

[Sine Cura]

Everything I mentioned hinders patient safety (except the sup being oblivious)

Slow = takes longer to do ANYTHING (including verification), taking away time that must be spent on discretionary functions related to patient safety. If I could save 10 seconds on every verification, that would free up 75 to 91 minutes every weekday (450-550 scripts verified on a weekday). Never mind that I slow down anyway for peds, warfarin and other "critical" meds unique to my store (like idiot doctors prescribing Contrave for "pain mgmt" patients) because it is inherently unsafe to verify 450-550 by yourself every day due to DUR alert fatigue and of course physical fatigue.

Buggy = wasting time (retrieving e-script hard copy to rescan)

Cumbersome process to do PDMP checks (this is specific at least to Arizona PDMP) = increased chance of filling for a drug abuser/diverter. In fact I have to do interstate checks sometimes and I have caught 5 doctor shoppers going to pharmacies & prescribers in different states in the past 5 months.

I also like to check PDMPs (yes I have to check multiple state databases sometimes) before even processing but the system "wants" you to check AFTER filling so the outcome of PDMP check can be documented (again waste of time).