Working CVS drive-thru

[Leper Messiah]

Before this even turns into a CVS bashing thread, yes, we all get it, drive-thoughs suck and CVS is horrible, but it happens to be where I work, so let's try to keep this thread helpful. My store(s) has a double drive through, and only one tech at the window, so ideally someone from production deals with lane 2 (when we have the staff). the problem is when people come to drive thru in the middle of a rush and have problems. They drop off 4+ prescriptions, have never been to CVS before, they need a rebill or have new insurance, want a price for a drug with 5 different discount cards, or are just a general PITA, you know the kind. How do you keep the line moving while resolving an issue or doing a time-consuming task? Also , do you keep the patient sitting there for pre-entry into QD so the next car doesn't stare at you while you're typing and start honking their horn after 30 seconds? Seriously, people expect it to work like McDonald's, and it just doesn't work like that.

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[dblock05]

The pharmacists at that store need to set the tone and it will take a few months but your customers will learn. We had a problem like this at my store but it doesn't seem as severe as yours.

If they have a rebill or new insurance, you need to let them know it will be 10 mins or so and either have them pull back around or have them park in a spot where you can wave to them from the drive-thru to let them know its done.

I would keep the current car at drive thru while you do QD so you have a moment to catch up.

Also if there are no issues going on, its possible to have the person working drive-thru to handle both lanes. It becomes hard to do that when you have issues come up though.

I get stressed out by this too (I'm a few months away from being a pharmacist) but I think you just need to realize your patients will understand or they will get used to it. If a large population of your patients do have caremark insurance, they will get over it because its cheaper and more convenient to fill at CVS than using mail order.

Also, communication is key and being polite is as well. Apologize to the patient that they had to wait longer than usual and it will help you in the long run.

 

[maria1oh]

What type of drive thru is it? Some are like mcdonalds where you open up a window but others are the type where you slide things through a device.

My favorite is when people sit there waiting after dropping off. "I refuse to move until I get my drugs"

 

[Leper Messiah]

Every store I've worked in has the sliding window. I've never had to use the tray. The problem I have with lane 2 is when I help them, the customer in lane 1 will often complain that they were already waiting in line when the car pulled up to lane 2. Even if I had the time to monitor the order of the cars, I wouldn't be able to since my store doesn't have a mirror outside.

 

[zelman]

Everyone has a cell phone. When there is a problem or lengthy issue (like pricing), tell them you need time to resolve it and they can either come inside or be contacted on their cell when it is resolved. If they refuse to move ask them to leave the property directly and if they still refuse call the cops because they're trespassing. Getting your driver's license means it is no longer appropriate to throw temper tantrums.

 

[maria1oh]

It would be easier to offer a gift card to them to swing around rather than calling the cops...

 

[BKpharm]

It would be easier to offer a gift card to them to swing around rather than calling the cops...

I disagree. When you offer gift cards for behavior like this.. They are going to do it everytime and it will get worse from here.. You cant reward bad behavior to make your life easier

 

[SClENCE]

If it's a rebill I'd tell them 10-15 minutes while we bill the insurance and take the rebill to drop off in yellow basket
There's no way you should rebill it with them at the window unless you're doing 50 scripts a day

If they want a price check, tell them you can't get the price until it is processed and submitted to the insurance (unless they pay cash). Explain that if they don't want it that it can always be returned and that they can either call for the price once it's filled or pull back around if they are a waiter

As far as pre-entry of new scripts, I get phone number,DOB, and address before they leave and start pre entering when the next idiot I mean customer is pulling up. Usually I'm at the point to where it scans it when I get the next person at the window. After I get name/DOB I close the window and finish it and take it to drop off while I'm getting the other persons prescription. At our store we only do pre-entry at drive through it's just to busy to enter new scripts.

If they are dropping off 8 scripts just enter them while the next guy is waiting for you to get his prescriptions or something. Sometime's with these it might take 2-3 cars before they are all entered

If they hand you 5 different discount cards and want you to use the cheapest just give them all to drop off and add 15 minutes to their wait time or just choose a random one and use it.

People always start knocking on the window thinking I don't see them it's really annoying, and then there's the idiots who want to hand me their grocery list of 10 items for me to get while they wait with 5 cars behind them. I tell them to come in unless it's 1 item in addition to their prescriptions. Then there's the people who wait to tell you that they are also picking up for a second person when you hand them the slip to sign... idk what's worse CVS or the customers lol

 

[VP_Pharm2004]

Honestly, who gives a flying eff. Just tell these patients to call 800-Shop-CVS and bitch all they want. Tell them that this company only cares about stock prices going up, not about your damn health.

 

[josh6718]

Just curious, but does anyone use lane 2 for pickup? We only use our for dropping off RX's only.

 

[Leper Messiah]

It would be easier to offer a gift card to them to swing around rather than calling the cops...

Hopefully this is sarcasm. I've never given a gift card

If it's a rebill I'd tell them 10-15 minutes while we bill the insurance and take the rebill to drop off in yellow basket
There's no way you should rebill it with them at the window unless you're doing 50 scripts a day

If they want a price check, tell them you can't get the price until it is processed and submitted to the insurance (unless they pay cash). Explain that if they don't want it that it can always be returned and that they can either call for the price once it's filled or pull back around if they are a waiter

As far as pre-entry of new scripts, I get phone number,DOB, and address before they leave and start pre entering when the next idiot I mean customer is pulling up. Usually I'm at the point to where it scans it when I get the next person at the window. After I get name/DOB I close the window and finish it and take it to drop off while I'm getting the other persons prescription. At our store we only do pre-entry at drive through it's just to busy to enter new scripts.

If they are dropping off 8 scripts just enter them while the next guy is waiting for you to get his prescriptions or something. Sometime's with these it might take 2-3 cars before they are all entered

If they hand you 5 different discount cards and want you to use the cheapest just give them all to drop off and add 15 minutes to their wait time or just choose a random one and use it.

People always start knocking on the window thinking I don't see them it's really annoying, and then there's the idiots who want to hand me their grocery list of 10 items for me to get while they wait with 5 cars behind them. I tell them to come in unless it's 1 item in addition to their prescriptions. Then there's the people who wait to tell you that they are also picking up for a second person when you hand them the slip to sign... idk what's worse CVS or the customers lol

All very good help. thank you. And true about the customers. I simply tell people the only OTC items I can sell are drugs.

Tell them that this company only cares about stock prices going up, not about your damn health.

Especially when Zaxby's has a better staffed store than we do every time I get lunch there

Just curious, but does anyone use lane 2 for pickup? We only use our for dropping off RX's only.

one of my stores does. It's a tremendous pain and it actually slows the line down because 80% of the time only one person is on drive thru duty and dealing with the tube and phone adds 2 minutes to a normal pickup.

 

[farmadiazepine]

Honestly, who gives a flying eff. Just tell these patients to call 800-Shop-CVS and bitch all they want. Tell them that this company only cares about stock prices going up, not about your damn health.

I agree.

How much more staffing cuts do you think is going to happen to get that stock to well over $100/share? $110/share? $120/share? $130/share?

That's the future of CVS. Such a big, cheap company. Bright red lights burnig like the Devil himself.