L7.ambulatory pharmacy organization

Ambulatory Pharmacy Organization

  • Similar organization across different ambulatory pharmacy types.

  • Insights into the pharmacy technician's daily workspace:

    • Prescription Counter: Long, flat surface where prescriptions are filled.

    • Transaction Window:

      • Patients can drop off prescriptions verbally or via written requests.

      • Pharmacy technician verifies patient information and eligibility for insurance coverage.

      • Privacy laws must be adhered to when handling patient information at this window.

      • Once verified, the technician fills the prescription, checked by the pharmacist before returning it to the transaction window.

    • Storage:

      • Prescriptions are stored until ready for patient pick-up, necessitating organized storage spaces within the pharmacy.

      • Controlled substances are supervised by the pharmacist.

Refrigeration

  • Pharmacy refrigerator dedicated solely to medications; personal food/drinks not allowed.

  • Maintains specific temperatures (35-46°F) for specialty medications.

Computer System

  • Essential for modern pharmacies; facilitates prescription refills and quick access to patient records.

  • Networks help manage prescriptions reliably, especially for patients in transition (e.g., vacation or relocation).

Equipment

  • Various tools used include:

    • Balances and Weights: For measuring certain drugs.

    • Glass Rods and Tubes: Used for liquids.

    • Pill Counting Machines: To ensure accurate dispensing.

  • Sufficient storage is necessary for equipment

Customer Pick-Up

  • Patients retrieve prescriptions at the customer window (sometimes same as transaction window).

  • Drive-through options available in some pharmacies.

  • Pharmacy technician verifies identity and answers any questions the patient may have.

Cash Register

  • Integral to pharmacy operations, featuring:

    • Scanners: Read barcodes for pricing.

    • Insurance Verification: Determines patient costs including copayments, coinsurance, or deductibles.

  • Payment systems include:

    • Flat Rate: Fixed charge per drug regardless of cost.

    • Variable Rate: Different charges for generics vs brand names.

    • Straight Percentage: A percentage of drug cost known as coinsurance.

    • Deductible System: A set annual amount that must be spent before insurance covers any costs.

Customer Service

  • Pharmacy professionals engage with many patients daily, requiring patience and excellent communication skills:

    • Remain courteous, calm, and actively listen to customers.

    • Maintain eye contact to ensure customers feel they are being heard.

    • Aim to fulfill requests quickly and accurately while managing expectations for wait times.

    • Address disputes positively and involve the pharmacist when necessary.

Teamwork

  • The pharmacy team consists of pharmacists and pharmacy technicians, collaborating to ensure patient health care.

  • Essential for efficient service, especially during busy periods when demand spikes unexpectedly.

  • Regular discussion of problem situations among technicians and pharmacists to ensure best practices and a united approach to customer service.