Points to improve:
1. Safety for employees regarding drugs
2. Waiting time for customers
3. Customer relation management: lot of complaints like price, poor explanation from the
staff, prescriptions and scripts lost, lack of knowledge of customers, order not ready at
time…
Problems of the System:
1. DROP-OFF:
nobody available and/or long waiting time before greeting
I.T. system and technical systems fail extracting properly information from customer
Prioritizing system for scripts not efficient
2. Data Entry (tech):
Insurance Check: customers not notified of third-party issues (no refills allowed;
difficulty with handwriting scripts; drug not on formulary or refill too soon)
No standard form for faxing providers
Process continues even if rule is not respected
3. Production (tech):
Partial or complete stock shortages
4. Quality Assurance (Pharmacist):
Prescription filled incorrectly
¨Pharmacist falls behind at QA (way to prevent mistakes in manufactured products and
avoiding problems)
5. Pickup (tech):
Script/groups of scripts cannot be found
Tech at pick-up window not qualified to answer questions
New Pharmacy Process:
1. DR0P-OFF:
First time customers have information downloaded onto a CVS card
Create a corner with a kiosk for returning customers: customer s scan card with personal
info + enter desired pickup time + customers are asked if insurance info remains the same
+ customers select preferred contact method + display info for confirmation + kiosk print
receipt with pickup time
New Prioritizing system for scripts
2. Data Entry (tech):
Software selects next script in order to eleminate one hour time frame problem
Sorting boxes are replaced with on-screen displays of next script
