Safety
How are safety and error prevention recommendations and updates shared with associates?
At minimum annually through emails, huddles, QMC meeting minutes and/or trainings
What tools do we have that helps us accommodate to diversity of patients population?
Language lines, annual cultural diversity equity training, telecommunication device for the deaf line, teletype
During business hours, how quickly do we pick up the phone?
within 30 seconds
How are clinical calls handled?
They are handled in real time during business hours. After business hours, the on-call pharmacist will respond at minimum within 30 minutes.
Monitoring adherence, promoting medication adherence are the roles of - ?
Liaisons during their refill calls and Pharmacists during clinical assessments.
How would you respond to immediate threats to patient safety such as suicide threats, abuse, medical emergencies, etc.
Report to supervisor immediately. If patient suicidal keep them on phone while another pharmacy staff calls 911 on another line. Stay on phone till help arrives at their location
How does the pharmacy support care of patients as they leave the hospital or come from an external pharmacy to our pharmacy ?
Meds2Bed, Transfers, Patients able to pick up at CSP since we serve as outpatient pharmacy for the hosptial. We have access to EPIC which allows us to work directly with providers
What is the appropriate time to resolve issues (OOS, coverage)?
The appropriate employee will make outreach to patient/prescriber, payer within 24 hours
Which non-telephonic communications do we receive in the pharmacy? How quickly are we expected to respond to those?
EPIC, Fax, email are non-telephonic communications technicians and pharmacists receive. These are responded to within one business day.
Deciding whether the medication integrity has been compromised because of breakdown in the shipping process is the task of a - ?
Pharmacist makes the decision. If a patient calls with this issue, technician will transfer
What is the pharmacy's process for reporting serious and unexpected adverse drug events?
Non-clinicians will transfer the patient to pharmacist for counseling who will then talk to the patient, reach out to prescriber if needed, and report to FDA Medwatch and Vigilanz
How does the pharmacy communicate issues associated with social determinants of health?
We seek help of liasions for access related issues, run Eliquis/Xarelto under CSP cash price, offer delivery
How are staff trained to pack and ship medications?
During orientation, everybody is trained on proper packouts. Pack-out guides are also posted in the shipping area for reference. This is switched out as seasons change.
What is the pharmacy's process for responding to questions from patients and/or prescribers during business hours? How quickly do we pick up phone calls?
Pharmacy is open Mon - Fri 8 AM to 6 PM during which we receive calls on a variety of topics. Nonclinical questions are handled by technicians or transferred to liaison. All clinical questions are handled by pharmacist. The pharmacy teams goal is to answer every call within 30 seconds.
When would you need to escalate a call to the pharmacist?
Adverse events, severe side effects, adherence concerns, social determinant concerns, any clinical questions. The pharmacist will then escalate this to clinician as they deem necessary.