F14 - Asda Asda Pharmacies via an online medical service ...
Post on 15-Apr-2022
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We’ve partnered with ZAVA to offer customers
access to prescription only medicines from
Asda Pharmacies via an online medical service.
This SOP outlines the process of receiving,
dispensing and getting these prescriptions
ready for collection.
Those individuals who have completed their
validations and are considered competent can
carry out tasks relevant to their role within this procedure. Validation is achieved
through HeLO, which indicates whether a Pharmacy Colleague or Pharmacist has
understood and agreed to follow this SOP. Agreement and understanding for Locum
Pharmacists is achieved through a declaration on Venloc.
020 3514 1402 this phone number must not be shared with customers
This is the ZAVA clinical queries telephone number specifically for queries from
Asda Pharmacists.
Customers should call the ZAVA customer services number which can be found on the
website, https://onlinedoctor.asda.com/uk/ , or message ZAVA using their secure
online account.
Customers access the service via the Asda website, directly from
https://onlinedoctor.asda.com/uk/ or by clicking on the ‘Online Dr’ in the
navigation on ASDA.com
For prescription services, customers complete an online questionnaire specific to
that service, select a preferred treatment (if applicable) and make payment
A ZAVA doctor will access the online questionnaire and, if appropriate, prescribe
treatment. The customer can collect their medication from any Asda pharmacy
(which they nominate) or have their medication delivered via Royal Mail
If a customer selects home delivery, the prescription will be processed at a
specific hub store (Trafford Park) and sent out, no other stores are required to
arrange deliveries
Overview
F14 - Asda
Online Doctor
A3
August
2021
Who is this for?
Zava Clinical Queries telephone number
Background
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If a customer selects Click & Collect from your store, a digitally signed private
prescription will be sent to your store’s shared NHS mailbox
Patients are advised that they can collect their medicine four hours after their
order has been approved by a doctor during pharmacy opening hours for
“stocked” medication, or the Next Day after 3pm for “non-stock” items
Refer to the list of items which you must keep in stock for online doctor
prescriptions
All colleagues and resident pharmacists must have personal NHS mail addresses
with access to the shared mailbox
The shared mailbox must be checked at least every hour for any online doctor
private prescriptions, which must be processed immediately, ready for collection
by the patient
When signing into NHS mail, it’s critical that you tick the box to say that you are using a
private computer.
If you do not tick this box, for security reasons, NHS mail will block you from
downloading attachments and you will not be able to save the prescription to your PC
which is a legal requirement.
Signing into NHS mail
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Customers can choose from two different collection methods from your store:
o Click & Collect – Medication available in the Asda pharmacy of their choice
four hours after approval by the doctor (stock items)
o Next Day Collect – Medication available in the Asda pharmacy of their
choice after 3:00pm the following day (non-stock items)
1. Log in and check the shared NHS Mail email inbox at least once per hour to
identify whether any ZAVA online doctor emails have been received.
2. Prescriptions will be sent from HEALTH BRIDGE LIMITED with the subject line
[Collection] ZAVA Online Doctor Service (as per screenshot below)
3. Preview the prescription and ensure that the prescription is for your pharmacy
and that it has been signed.
Receiving prescriptions
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Click on the little
arrow next to the file
attachment
On the drop-down
menu, click “preview”
A digitally signed prescription has the name of the doctor who has signed it, and a
timestamp for when it was signed.
All details except for the prescriber should match those in this image
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Click on the little
arrow next to the file
attachment
On the drop-down
menu, click “download”
The downloaded file will
pop up in the bottom left
corner of your browser
Click the arrow
Then select “open”
Download the prescription
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Click the “download” arrow at the top
Find the Zava folder under “my documents / U drive / my shared docs”
See appendix for guidance on how to set up the appropriate file structure
Select the correct folder for today’s month and date
This is an example of what your file structure must look like (left)
Create a new folder for each day
Once you have selected today’s folder, click “save”
Click on the printer icon in the top right of the screen to print the prescription
4. All Rxs received from Zava are digitally signed
5. If you wish to review and verify the digital signature, you can do so using Adobe
Acrobat (see Verifying a digitally signed prescription section below)
a. Check that the prescription has not been edited
b. Check the prescription is signed with a doctor’s name and electronic
timestamp
6. Check the order type is it “Pharmacy Pickup” or “Next Day Pickup”
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7. On the top right-hand side of the Rx
1. If in stock, print the prescription as soon as it is received
2. Save the prescription to the appropriate folder on the computer as outlined
above
3. Label and dispense the prescription immediately as per SOPs D1 – Core
dispensing, D2 – Private prescriptions
4. Once the dispensing process has been completed, double check that the
electronic prescription has been saved to the computer then delete the email
from the NHS mail inbox to avoid it being re-dispensed
5. Hand out the dispensed medication as per SOP B3 – Prescription handout
6. The prescription must be retained in store and not handed to the patient
7. There is no charge to the patient as the patient pays online at the point of placing
the order – see reconciling payments section below
8. The legal record of supply is automatically recorded in the PMR electronic POM
register, and the downloaded file is the legal entity (the legal private
prescription)
9. The printed prescription should be annotated with the initials of the person
labelling, dispensing, checking and handing out
1. Print the prescription
2. Save the prescription to the appropriate folder on the computer as outlined
above
3. Label the prescription as soon as it is received and order the medication from the
wholesaler as soon as possible. The patient has been advised to collect the
medication after 3pm the following weekday.
4. As soon as the stock arrives, dispense the prescription as soon as the stock comes
in as per SOPs D1 – Core dispensing, D2 – Private prescriptions
5. Once the dispensing process has been completed, double check that the
electronic prescription has been saved to the computer then delete the email
from the NHS mail inbox to avoid it being re-dispensed
6. Hand out the dispensed medication as per SOP B3 – Prescription handout
7. The prescription must be retained in store and not handed to the patient
Immediate Collection Orders (2 hrs)
Next Day Collection Orders
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8. There’s no charge to the patient as the patient pays online at the point of placing
the order – see reconciling payments section below
9. The legal record of supply is automatically recorded in the PMR electronic POM
register, and the downloaded file is the legal entity (the legal private
prescription)
10. The printed prescription should be annotated with the initials of the person
labelling, dispensing, checking and handing out
If you do not have the stock of an item which is required for immediate collection,
or if you are unable to obtain a medication for a next day collection prescription
from your wholesaler then the ZAVA Online Doctor team must be notified
immediately
Zava Asda Clinical Services phone number: 020 3514 1402
The Online Doctors team will then contact the patient and let them know that their
order will be ready for collection later or that there may be a delay in delivery.
If the patient does not want their medication dispensed by you, the customer
support team will recall the prescription and you will receive a recall notification.
If an order is cancelled, a prescription recall email will be sent (attachment example
below).
o This will rarely happen and is usually because the patient can no longer
collect the medicine and has selected an alternative collection site or delivery
o Rarely, prescriptions are cancelled for clinical reasons, the ZAVA clinical
team will contact you by phone to inform you if this is the case
In this case you must match the recall notice up with the corresponding
prescription and discard the prescription
If the medicine has been dispensed and checked, but not given to the patient, it
should be returned to stock
You need to complete this process by deleting the dispensed item from the
patient’s history in the PMR system (see help files for more guidance)
Out of Stock of an item
Cancelled orders
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Contact the clinical services team if any online services prescriptions for
Emergency Hormonal Contraception, Antibiotics, or Testosterone prescriptions
which remain uncollected after five days
If any other online services prescriptions remain uncollected after two weeks,
contact Clinical Services team.
Zava Asda Clinical Services phone number: 020 3514 1402 (for Asda use only – not
for customers)
Testosterone prescriptions should not be handed out more than 28 days after the
prescribed date
Any other prescription that remains uncollected after 8 weeks, or 13 weeks for oral
contraceptive products should be undispensed and the stock should be returned
to shelf
You need to complete this process by deleting the dispensed item from the
patient’s history in the PMR system (see help files for more guidance)
Inform he clinical team that the Rx has been uncollected and is being returned to
shelf
Uncollected orders
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Zava Asda Clinical Services phone number: 020 3514 140
See Pharmacy Manager help files for more guidance
All dispensing incidents must be handled in line with SOP D4 – Dispensing incidents
All dispensing incidents must be reported to the Zava clinical services team as soon
as you are made aware: 020 3514 140
Payment for all online orders will be taken via the website – stores will not be
required to take any payments from customers on collection
To ensure your Pharmacy receives the correct remuneration, the online payment
must be scanned at the end of each month through the till using the Online
Barcode and the Electronic Voucher Reconciliation (EVR) process
This step is very important to make sure that you receive the money for the
online prescriptions you have dispensed into your pharmacy P&L
If this is not completed
accurately and in a timely manner
each month, it will negatively
affect your pharmacy’s
profitability and colleague hours
allocation.
1. At the end of each month, the
value that needs to be scanned
by your store will be uploaded to
OneAsda – this value will only be
visible for five days, then will be
removed.
2. Access the OneAsda link
o OneAsda / work / retail / pharmacy / services /
3. Type in your store number to find out the value that needs to be scanned
4. Scan the value using the barcode to the right
5. Process using the EVR barcode
Dispensing incidents
Reconciling payments
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1) Click on the folder icon in the bottom left corner
2) In the new window, select “Documents”
3) Right click anywhere in the new folder, hover over “new” then select “folder”
Appendix - Creating a folder for Zava prescriptions on the dispensary PC
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4) Once this has been created, name your new folder “Zava”
5) Click into your new Zava folder, then follow step 3 above to create a new folder, name this folder 2021 (or appropriate year)
6) Click into your new month folder, follow step 3 above to create a new folder, name this folder with the current month 7) Click into your new month folder, follow step 3 above to create a new folder, name this folder with the appropriate date 8) Create a new folder for each day to save your prescriptions in
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When the pdf is opened, the adobe reader should demonstrate that the document
has been signed and that the signatures are valid.
1. Open the pdf document with adobe reader
2. If the document has been digitally signed, you should see a blue strip at the top
of the document which states “Signed and all signatures are valid”
3. If this bar exists, then you can be satisfied that the prescription has been digitally
signed.
4. To explore the details for the signature further and verify who signed it, you need
to open the signature panel.
Click Signature Panel on the left-hand bar
(This looks like a fountain pen)
Verifying digitally signed prescriptions
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5. This will open up a panel on the left, and this gives an overview of the document
signature properties.
6. Click the link “certificate details”
7. The viewer opens with the details of the signer, the details of the signature
authority.
These certificate details show the name of the doctor signing the prescription as
well as the time and date at which the document was digitally signed.
All this information should be readable and understandable. If any of the details
are missing on a prescription or if you do not believe that it is appropriately signed,
then please contact the Online Doctor Team.
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This SOP was written centrally by the Pharmacy Compliance team and will be reviewed
every two years.
The SOP should be reviewed by the Resident Pharmacists following a critical incident.
Following a store review, any proposed amendments to the SOP must be requested by
emailing the Pharmacy Compliance team.
Review
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