Pharmacy Service Improvement at CVS (A) Case Study Assignment
1. What changes do you recommend to CVS’s existing pharmacy
fulfillment process? What IT changes, if any, are required to
implement your changes?
Solution
...
Pharmacy Service Improvement at CVS (A) Case Study Assignment
1. What changes do you recommend to CVS’s 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 customer’s 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.
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