Walgreens RPh's- question about waiters in Intercom Plus

[crossurfingers]

Another round of technician cuts has taken effect. Long wait times and complaints are inevitable. My question is, when it comes to handling large rx volumes, what is the best way to put it into Intercom Plus? Should you put everyone (including drive through and those that want to come back in less than an hour) as waiters into the system thereby raising the computer posted wait time? Or is it best to just put those waiting in the store as waiters? Basically what works best when you have to explain yourself to corporate re: wait time complaints?

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[Allure]

Disclaimer: I don't work for Walgreens..lol

At CVS, they were complaining how our wait time was 14 minutes average..yeah...i know!! So when it's slow, we put people in as waiter to boost up our wait-time average. Well, corp then complained that we had too many waiters. I mean seriously...WTF do they want?

I don't know much about Walgreens. How many techs do you get? I don't think it's a good idea to put everyone in as waiters. Don't ask them if they're waiting, ask them when they would like to pick up their scripts. If they want to wait, then put them in as a waiter. Same thing with drive-thrus. If they will come back to pick up their meds after work, there is no reason to put them in as waiters. If they want to come back in an hour, put them in as an hour. That way you can work on the true waiters first. If you're back up, tell them to come back later. But you also have to use your judgment on this. If they come in with 20 refills, they can come back later, it's not an emergency. If it's viagra and I am a minute away from closing, it is NOT an emergency, but I'll fill it anyway..lol..If it's antibiotic for a child screaming because of an ear infection, of course you want to fill that script ASAP. So in the end, just use your judgment.

 

[txpharmguy]

First of all, for the phlomometer to work accurately, make sure only you and everyone else are logged onto one terminal only. The more people logged on (even if it's same person on multiple work stations), the wait time won't increase because the system thinks that more staff are there. Secondly, use common sense. If you have 20+ in all categories, a 15 min wait time is probably not a viable option, unless of course, sick child instore, relatively easy rx, etc. If you look at your district average for average wait time, most stores that have low ones are, obviously the new stores first. Mid to high volume stores, mark waiters only about 15-20% of the time. When we get above 20 images, I tell my techs to put in for default "later today" 1 and 1/2 hours later. Obviously, there will be exceptions, but we have to triage urgency over convenience: someone ill, just had surgery, etc. If someone comes from the pain management clinic for the monthly fills on chronic meds or hands us a bag full of refills, etc, later today or tomorrow if you can encourage them. It's all about creating the expectation. "Right now we have a lot of sick people waiting, did you need these today or can you come back tomorrow?" FWIW, If I have the bag o' bottles and insist on waiting for refills, and they're not medicaid, guess who gets put on autorefill?
Also, it's about communication. Most rxs marked waiters can be done in 15 minutes if it brought to the attention of all staff at time of scanning in. Outwindow tech needs to be aware of whose waiting and either do a screen print of last name in work queue (if in printed status_ and put it in a red bucket (assuming you may have a large stack of labels on the counter 50+).
FWIW, I'm an RXM for a 500+/day store.

 

[Rxnupe]

Another round of technician cuts has taken effect. Long wait times and complaints are inevitable. My question is, when it comes to handling large rx volumes, what is the best way to put it into Intercom Plus? Should you put everyone (including drive through and those that want to come back in less than an hour) as waiters into the system thereby raising the computer posted wait time? Or is it best to just put those waiting in the store as waiters? Basically what works best when you have to explain yourself to corporate re: wait time complaints?

OMG- Walgreens is cutting hours thereby increasing the Workload on Pharmacist??? Wow I thought only CVS does that type of behavior- where's MountainPharmD at?

 

[Rxnupe]

Disclaimer: I don't work for Walgreens..lol

At CVS, they were complaining how our wait time was 14 minutes average..yeah...i know!! So when it's slow, we put people in as waiter to boost up our wait-time average. Well, corp then complained that we had too many waiters. I mean seriously...WTF do they want?

I don't know much about Walgreens. How many techs do you get? I don't think it's a good idea to put everyone in as waiters. Don't ask them if they're waiting, ask them when they would like to pick up their scripts. If they want to wait, then put them in as a waiter. Same thing with drive-thrus. If they will come back to pick up their meds after work, there is no reason to put them in as waiters. If they want to come back in an hour, put them in as an hour. That way you can work on the true waiters first. If you're back up, tell them to come back later. But you also have to use your judgment on this. If they come in with 20 refills, they can come back later, it's not an emergency. If it's viagra and I am a minute away from closing, it is NOT an emergency, but I'll fill it anyway..lol..If it's antibiotic for a child screaming because of an ear infection, of course you want to fill that script ASAP. So in the end, just use your judgment.

I would really love to know what district you are in because I know for a fact that if your wait time is 14:59 and less you will get credit. Then you said corporate complained when you have too many waiters??? I am sorry but I think that's bogus- you are telling me that someone from corporate contacted your store and said you have too many waiters? Also, I doubt very well that your Sup will even tell you that you have too many waiters unless they told you that it's taking you too long to fill the waiter(i.e over 15 minutes). However, there's no way that someone in corporate told you to stop putting in too many waiters- total falsehood. Who in corporate told you that? corporate would not call a store and tell them to stop putting any too many waiters- now if you said your Pharmacy Supervisor told you that which would again be ridiculous I would somewht believe you, but Corporate??? Give me a BreaK!!! Jeez the stories I read in this forum.

 

[MountainPharmD]

Give me a BreaK!!! Jeez the stories I read in this forum.

They are almost as entertaining as the BS you spew out on here!

 

[ValeRx]

ask them when they would like to pick up their scripts.

Lol. What's the usual reply to this? "Right now" is the one I normally come across.

 

[Pharmguy07]

I would really love to know what district you are in because I know for a fact that if your wait time is 14:59 and less you will get credit. Then you said corporate complained when you have too many waiters??? I am sorry but I think that's bogus- you are telling me that someone from corporate contacted your store and said you have too many waiters? Also, I doubt very well that your Sup will even tell you that you have too many waiters unless they told you that it's taking you too long to fill the waiter(i.e over 15 minutes). However, there's no way that someone in corporate told you to stop putting in too many waiters- total falsehood. Who in corporate told you that? corporate would not call a store and tell them to stop putting any too many waiters- now if you said your Pharmacy Supervisor told you that which would again be ridiculous I would somewht believe you, but Corporate??? Give me a BreaK!!! Jeez the stories I read in this forum.

True or not I don't know, but at one point we were told they were going to start monitoring how long it takes for waiting prescriptions to actually be sold at the register after they are ready to detect anyone trying to pad their numbers with "fake" waiters. Retail pharmacy management is disgusting.

 

[Old Timer]

True or not I don't know, but at one point we were told they were going to start monitoring how long it takes for waiting prescriptions to actually be sold at the register after they are ready to detect anyone trying to pad their numbers with "fake" waiters. Retail pharmacy management is disgusting.

There is NO way this will happen. First of all, people know the game now. They say they are waiting and then they leave the store anyway. People are jerks. There are bigger fish to fry. The person who told you that has his head so far up is rectum that he can see his own tonsils. You can't pad the numbers enough to make a difference, so why bother.

 

[Pharmguy07]

There is NO way this will happen. First of all, people know the game now. They say they are waiting and then they leave the store anyway. People are jerks. There are bigger fish to fry. The person who told you that has his head so far up is rectum that he can see his own tonsils. You can't pad the numbers enough to make a difference, so why bother.

They time how long it takes to answer the phone, fill a prescription, type a prescription, etc., etc., etc. They monitor/time every single thing we do, so I wouldn't put anything past them. The chain I work for has a goal for % of waiters done each day, so you certainly can make a difference and pad the numbers. Granted, they don't really push this goal anymore, but at the time the pharmacy supervisor told us this they were monitoring it daily. I don't think they have actually implemented this, or ever will for that matter, but I just find it disgusting that anyone in a position of management could even suggest it.

 

[Rxnupe]

There is NO way this will happen. First of all, people know the game now. They say they are waiting and then they leave the store anyway. People are jerks. There are bigger fish to fry. The person who told you that has his head so far up is rectum that he can see his own tonsils. You can't pad the numbers enough to make a difference, so why bother.

i agree with you OLD- at least on CVS level that can't possible be true- for the simple reason that you have people walking up to the register for various reasons- some are just purchasing OTC items so what are you going to do rush them out the way?I am wondering if this person works for CVS or another company because I don't see how you can monitor how fast you ring up waiters because there are so many variables- with if it's an older person that's writing out a check? Or you have to call the manager for change- ir would be pointless so I take this with a grain of salt.

 

[Old Timer]

They time how long it takes to answer the phone, fill a prescription, type a prescription, etc., etc., etc. They monitor/time every single thing we do, so I wouldn't put anything past them. The chain I work for has a goal for % of waiters done each day, so you certainly can make a difference and pad the numbers. Granted, they don't really push this goal anymore, but at the time the pharmacy supervisor told us this they were monitoring it daily. I don't think they have actually implemented this, or ever will for that matter, but I just find it disgusting that anyone in a position of management could even suggest it.

It's just stupid on so many levels. It provides no useful information.

 

[Rxnupe]

They time how long it takes to answer the phone, fill a prescription, type a prescription, etc., etc., etc. They monitor/time every single thing we do, so I wouldn't put anything past them. The chain I work for has a goal for % of waiters done each day, so you certainly can make a difference and pad the numbers. Granted, they don't really push this goal anymore, but at the time the pharmacy supervisor told us this they were monitoring it daily. I don't think they have actually implemented this, or ever will for that matter, but I just find it disgusting that anyone in a position of management could even suggest it.

Well I think answering the phone and time to fill a prescription is reasonable- we are oriented towards customer service so I think phones should be answered in a reasonable time frame. Also timing how long it takes to fill a prescription ways heavily on how well your workflow is- now wouldn't it be bad customer service if you promised prescriptions at a certain time and they weren't eve close to be ready and there was no legitimate reason(s) for i.e- under staffed- system went down- insurance reject, etc?

 

[Pharmguy07]

I'm tired of being micromanaged. And no, I don't think KPI's are a good thing when they're only used to make you work faster with less staff at the risk of safety and losing your job. The reason is always that we're understaffed. I don't need a freaking timer to tell me that.

 

[Aznfarmerboi]

I'm tired of being micromanaged. And no, I don't think KPI's are a good thing when they're only used to make you work faster with less staff at the risk of safety and losing your job. The reason is always that we're understaffed. I don't need a freaking timer to tell me that.

Here are some tips..

Try to not be the "last" three stores in your district. Field managers have more to gain from focusing on the bottom three than the middle ones.

Also, dont take understaffing as an excuse. Most cvs stores that I have been to that are under staffed are because of training issues, not following PSI, not following skeleton schedule, allowing action notes to be incomplete; not taking advantages of recent technology, etc.

For example, do you have somebody working at drop off then running to drive thru, then helping pick up and then back to drive thru meaning nothing was done at drop off? Do you have somebody not filling out action notes so pick up now has to do twice the work to find out what happen and time addressing an unsatisifed customer? Do you have a tech at pick up entering insurance information when it should be referred to drop off so that the next person on line can be helped? How about having too many techs while it is dead when you should have more people mid shift? Do they use formulary function in the QR or F12 to while typing to check for rejects? How about generating prescriptions so they dont have to take extra steps finding the right drug?

For KPI, it doesnt really make you work faster. For pharmacy service, it focuses on two things. Making sure that your waiters are verified on time and that your regular scripts are too. If you cant keep up, tell your techs to slow down the waiters or type in W30 (wait 30 minutes). They dont keep track or mandate how many waiters you have to do. Make sure there are patient's telephone numbers on your scripts so you can contact people if there are problems (thus increasing your contact reach rate).

 

[Pharmguy07]

I don't work for CVS. And I know and understand proper workflow, but when I only have two techs and a non-stop front register/drop off and non-stop drive thru and I'm left to fill everything on top of performing all of the pharmacist duties it's purely a staffing issue when prescriptions aren't filled on time.

 

[Old Timer]

I don't work for CVS. And I know and understand proper workflow, but when I only have two techs and a non-stop front register/drop off and non-stop drive thru and I'm left to fill everything on top of performing all of the pharmacist duties it's purely a staffing issue when prescriptions aren't filled on time.

How many scripts per week and how many tech hours?????

 

[Rxnupe]

Here are some tips..

Try to not be the "last" three stores in your district. Field managers have more to gain from focusing on the bottom three than the middle ones.

Also, dont take understaffing as an excuse. Most cvs stores that I have been to that are under staffed are because of training issues, not following PSI, not following skeleton schedule, allowing action notes to be incomplete; not taking advantages of recent technology, etc.

For example, do you have somebody working at drop off then running to drive thru, then helping pick up and then back to drive thru meaning nothing was done at drop off? Do you have somebody not filling out action notes so pick up now has to do twice the work to find out what happen and time addressing an unsatisifed customer? Do you have a tech at pick up entering insurance information when it should be referred to drop off so that the next person on line can be helped? How about having too many techs while it is dead when you should have more people mid shift? Do they use formulary function in the QR or F12 to while typing to check for rejects? How about generating prescriptions so they dont have to take extra steps finding the right drug?

For KPI, it doesnt really make you work faster. For pharmacy service, it focuses on two things. Making sure that your waiters are verified on time and that your regular scripts are too. If you cant keep up, tell your techs to slow down the waiters or type in W30 (wait 30 minutes). They dont keep track or mandate how many waiters you have to do. Make sure there are patient's telephone numbers on your scripts so you can contact people if there are problems (thus increasing your contact reach rate).

Gosh I agree with you so much- for the most part- let's just say the stores in my district that are under performing are not really understaffed as you mentioned many have just flat out "bad" techs.
You gave many perfect examples- especially action notes- fill those out and contact the patient that will bring the number of incidents down big time. For example, if you have a person who drops off a prescription for nexium and his/her insurance rejects it because it's not covered - if you just cash it and don't contact the customer. When the customer arrives to pick up med at the register and they see that it's nearly $200 and all you say it's not covered- the customer is going to be a little irate.
What should have been done- is immediately notify the patient- tell the patient you will contact the MD to get it changed and once it's changed you will call them when it's ready. You would be amazed of how much smoother a store would run if you fill out action notes.

 

[owlegrad]

You would be amazed of how much smoother a store would run if you fill out action notes.

Much easier to just complain and blaim the company.

 

[Tenor CS]

At my store, so many people* are so sick of us calling for PCQ calls that they have started giving us fake phone numbers or automatically sending all calls from us to voice mail (most cell phones let you do this), so we have a devil of a time actually getting them on the phone sometimes.

*Enough that I've noticed the trend, anyway.

 

[swatchgirl]

First of all, for the phlomometer to work accurately, make sure only you and everyone else are logged onto one terminal only. The more people logged on (even if it's same person on multiple work stations), the wait time won't increase because the system thinks that more staff are there.

Could you (or anyone else) please clarify this part?

 

[txpharmguy]

Could you (or anyone else) please clarify this part?

Sure. The more workstations that are signed on, the more the system thinks there are staff there to handle work flow. So if you only have a tech and a pharmacist during the morning for example, tech should be signed onto one possibly two terminals at most (out window and drive thru). It depends on the layout of the store. You just don't want the tech signed onto 4 workstations (out window , drive thru, one of the verification terminals, and in window). Hope this clarifies things.

 

[swatchgirl]

Sure. The more workstations that are signed on, the more the system thinks there are staff there to handle work flow. So if you only have a tech and a pharmacist during the morning for example, tech should be signed onto one possibly two terminals at most (out window and drive thru). It depends on the layout of the store. You just don't want the tech signed onto 4 workstations (out window , drive thru, one of the verification terminals, and in window). Hope this clarifies things.

Ah I see. That makes a lot of sense. Thank you!