NOGO Basics
Potential NOGO situations may require outreach to these four groups.
What are patients, prescribers, Provider Experience Managers, and the clinical team?
This is where you begin creating a NOGO.
What is the Perform Task tab and the Action Menu in the Referral Header?
These are the two pharmacist teams available for support.
What are Order Entry/PV1 and the dispensing location pharmacists?
For an urgent after-hours issue that cannot wait until the next business day, warm-transfer the call to this pharmacist.
Who is the on-call pharmacist?
Check this website to determine whether Saturday delivery is available for an urgent order.
What is the FedEx website?
These are five common situations in which a PCS may need to initiate a NOGO.
What are unable to contact the patient, patient decision, physician decision, duplicate referral, and patient deceased?
When a NOGO presents a high adverse-event risk, contact this team.
Who is the Adverse Event Team?
Contact this team when an MDO provides a verbal prescription.
Who is PV1?
If an urgent medication is out of stock, first attempt to ship it from this type of location.
What is a dispensing pharmacy where the medication is in stock?
Use this order to correct the ship mode and need date for an urgent order.
What is the most recent incomplete order?
After an unsuccessful first patient-contact attempt, take these two actions.
What are leaving a voicemail, if possible, and pending the referral for 48 business hours?
After contacting the Adverse Event Team, record this in the NOGO note.
What is documentation of the email in the NOGO note?
Contact this team when a patient accepts counseling and wants to speak with a pharmacist.
Who is PV1?
Under the new PC, perform this claim step and confirm this result.
What is processing a new test claim under the new PC and confirming that the claim is paid?
When changing an urgent order, update this date to when the patient needs the medication.
What is changing the delivery date to the day the patient needs their medication?
After the fourth contact attempt, pend the referral for this length of time.
What is seven calendar days?
The Adverse Event Team should be emailed when submitting a NOGO only under this condition.
What is when the NOGO situation presents a high risk for an adverse event?
Contact this pharmacy for post-delivery issues or order changes during picking, PV2, or shipping.
What is the dispensing pharmacy or dispensing location pharmacy?
After confirming the paid claim, verify this inventory requirement at the new PC.
What is sufficient inventory on hand?
In Clinical Pre-Assessment when patient contact is required, explain this before attempting a warm transfer.
What is informing the patient or caregiver that the clinical team must speak with them before scheduling, then attempting a warm transfer to the dedicated clinical team extension?
These details should be reviewed to confirm a potential duplicate referral.
What are drug including NDC, dose or SIG, quantity, days’ supply, and prescriber information?
This menu choice in the Referral Header creates the NOGO.
What is No Go Referral?
For special delivery instructions or same-day delivery options, contact this person rather than either pharmacist team.
Who is the team lead or supervisor?
If an urgent order cannot be completed, contact this team for help coordinating expedited delivery.
DAILY DOUBLE: Who is the PCS Leadership Team?
In a clinical transfer, avoid these two actions.
What are ending the call without attempting the appropriate clinical-team warm transfer and transferring the call to the main PV1 line?