Pharmacy Service Improvement at CVS (A) GROUP 5- INIYAN M D R(PGP28221),NEEHAARIKA VELAVARTHY(PGP28220),MOHAN M(PGP28173),PARTHIKUMAR S(PGP28206),HARIPRAKASH G(ABM09025) Case Study Assignment

1. What changes do you recommend to CVSs existing pharmacy fulfillment process? What IT changes, if any, are required to implement your changes? Solution:
1) Drop off, data entry, insurance check all done while customer is present. Data entry completed at drop-off while customer was still there made it easier to verify customer insurance information. Insurance check is now done with customer present. The data entry operator would just make sure the customers name, address, and birth date on prescription is entered into the database and convey any conflict in the third party payment to the customer right away so that there could be no surprises awaiting the customer at the time of pickup and let you go. Under old system, no one would look at script until 1 hour before pick-up not enough time to resolve any problems. Clerks might also ask for best number and time to reach customer in case of a problem, which would be a change from the past. Staff can also inform customer about insufficient inventory at drop off instead of customer finding out when they come back for pick-up. Automated instock check. CHANGE WITH IT SYSTEM Instead of making the customer walk all along to the CVS store to drop off the prescription we can develop a online portal to register the same . This will eliminate the data entry job from the CVS side as it is done by the customer. By linking the central database with that of the THIRD PARY PAYERS, using technology like ERP, we can directly enable the customer calculate his/her share of the copayment. Also, box that held prescriptions was replaced by an online virtual queue, which can be displayed on all workstations in the pharmacy. Virtual queue tells techs and pharmacist what prescriptions to work on filling next. There can also be a database of inventory so that the system updates the customer the possible lead time after which he/she would get the prescription.

2) Production prescription is filled by tech. No change. 3) DUR and QA done by pharmacist in single step. DUR process was folded into Quality Assurance step DUR no longer part of Data Entry. Both DUR and QA are done after prescription is filled. DUR should not be done when customer is present; dont want customer to get the impression that the drug could be harmful because they might be less likely to take it. Also, DUR is done at pharmacists station during QA more efficient use of pharmacists time to check filled prescription for accuracy and deal with any problems revealed during automated DUR. However, pharmacists could argue that it makes no sense, and is in fact dangerous to fill prescription before DUR is completed. PSI team had to sell the new process using communication efforts that were persuasive and effective. The main idea behind combining DUR and QA is that it will reduce the processing time of a script. Further in the case it is mentioned that only 20% of the scripts generated hard stops and 90% of the hard stops were resolved without involving the doctor by checking the patient weight etc. CHANGE IN THE IT SYSTEM A database of logs reflecting the cause of the hard stops, and how it was resolved, can be maintained. This will help in Knowledge transfers for future reference and for prompt disposal of such hard stops. 4) Pickup When there is a problem discovered with a script, an Action Note is filled out so that staff manning Pickup can adequately explain the problem to the customer, based on what the Action Note says. CHANGE IN THE IT SYSTEM By updating the customer via mail or by creating customer specific account in the consumer portal, the company can update the status of delivery real time.

2. What groups, if any, are likely to have problems with your proposed solution? How will you deal with their objections?
THIRD PARTY PAYERS They might have reservations in sharing their database real time. This can be overcome by convincing them that more number of customers can be attracted through this IT enabled system. DATA ENTRY OPERATOR With online registry , the need for the operator is eliminated or reduced. However he can be trained on handling database query and advanced it systems. CUSTOMERS Customers might take time to get accustomed to the new system.

3. How will you ensure that there is no backsliding that there wont still be wooden boxes in use six months from now? How can technology be used to prevent or inhibit backsliding?
The New process must be Be simple Simple web page design Be Intuitive - The new process should be self-explanatory and simple to adopt Make sense The process should cater to the needs of the customer and fulfill their grievance promptly

4. Using Mobile or internet how can you improve CVSs existing pharmacy fulfillment process?
By sending SMS updates about the status of delivery of the prescriptions By creating online portal for the customers to register the script and letting them know their copayment share and approximate waiting time

ROLES AND EVENTS IN THE CVS PROCESS