Factors That Impact % Ready When Promised

Factors that impact % Ready When Promised: 1. Accuracy of Default Promise Time Settings 2. Proper resetting of Promise Time in Exception Scenarios 3. Inefficient Workflow Processing Details on each of these below: 1. Accuracy of Promise Time Settings a. Check accuracy in all of these areas: a.i. Delivery Options (Corporate Settings Below) a.i.1. Deliver = 2 Hours a.i.2. Drive-Thru = 15 Minutes a.i.3. Pick-Up = 2 Hours (Default) a.i.4. Prior Authorization = 2 Days a.i.5. Refill Too Soon = 1 Day a.ii. Fax Default = 2 hour a.iii. PPI Default = 2 hours a.iv. IVR Default = varies by pharmacy a.v. ERP Default = 36 hours 2. Proper Resetting PT in Exception Scenarios

a. Contact Manager a.i. When manually sending to Contact Manager, system prompts for entry of Promise Time – Best Practice is to set out as far as is norm for type of contact event a.ii. When working Contact Manager, user should reset items day to day with new Promise Time based on Best Practice for each type of contact event b. Refill Too Soon – Set Promise Time past when Rx can be billed successfully c. Fill on Arrival – Set Promise Time past when inventory is expected to be Received d. Review Promise Times are correct near closing time as EnterpriseRx does not factor in business hours when calculating promise times. 3. Inefficient Workflow Processing a. Using Pharmacy Quarterback concept to allocate staff to Queues where work is b. Committing to clearing out queues (including PPI) on a daily basis c. If possible, extend PT past ‘default’ where possible (ie, patient indicating they will not be back until tomorrow) d. Staff should use ‘Next’ processing, not follow a Rx through Workflow e. Queues and priority should drive work to be done for Rx Intake steps, not paperwork