Kroger_Health_customer_ready_standards

Kroger Health
Version 1.0 Customer Ready
Standards


BEST PRACTICE
Table of Contents
Page
Table of Contents
2
Customer Service
3
3 A’s of Friendly Service and Pharmacy Advertising
4-6
Pharmacy OTC: Apex Standard Setup
7
Pharmacy OTC: higi®
8-9
Pharmacy Patient Drop-Off
10-11
Pharmacy Release to Patient
12
Pharmacy Waiting Area
13
Pharmacy Outside Counter
14-15
Clinical Area
16
Pre-Ver/Verification
17
Product Dispensing
18
Compound Area
19
Shelf Maintenance
20
Pharmacy Task List
21-22
Pharmacy Drive-Thru/Walk Up
23
Pharmacy Hazardous Waste
24
General Security and Compliance Maintenance
25
Pharmacy Cleaning Supplies
26
The Little Clinic (TLC)
27
The Little Clinic (TLC) - 4 Lenses
Division Specific
28
Pharmacy OTC: Carex DME
29
Pharmacy Release to Patient – Red Return To Stock Bin
30
Pharmacy OTC: Canes
31
FlavoRx FillMaster Device (If Applicable)
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BEST PRACTICE
Customer Service
Purpose
Simplify healthcare by creating solutions that combine health, wellness and nutrition while connecting with people on an emotional and personal level.
Standards
Friendly
• All customers are ACKNOWLEDGED with a smiling greeting and an offer to ASSIST, like “Good
morning/afternoon/evening. How can we help you today?” Each conclusion of an exchange is closed with the APPRECIATION of “Thank you for choosing us today. My name is ____ please ask for me or Pharmacist _______ if you need anything else.”
Telephone
• Answering the telephone is many times the first impression the customer will have with the
pharmacy and therefore one of the most important to ensure a HIGHLY satisfied customer.
• When answering the phone, smile, and use proper phone etiquette such as “Thank you for
calling Kroger Pharmacy, this is [YOUR NAME] a [YOUR TITLE] speaking”
• The phone must be answered within THREE RINGS
Patient Notification
• The Instant Notification Best Practice is being followed (EPRN Web Reference Page Instant
Notifications)
• If an issue arises with a prescription the patient must be informed ASAP
• Patients can be notified by either a direct phone call from a pharmacy employee or using the
Instant Notification function within EPRN (voice, email, or text message). Use the Friendly
Standard presented above.
• The following Instant Notifications are available
• Auto Refill Prescription is Ready
• Billing Failure
• No Refills or Expired Prescription
• Out of Stock
• Prior Authorization
• Refill Denied by Prescriber
• Refill Too Soon
• Prescription Clarification
• Prescription is Ready
Problem Solving and Trouble Shooting
• When notifying the patient with unpleasant news (i.e. not having their medication in stock), be
prepared with some options for the patient. A technique and some options include::
• Technique: Listen, apologize, restate, seek solutions
• Listen first, and offer solutions that would be helpful for the customer
o Pull or reprioritize the prescription
• Free prescription delivery
• Transferring of prescription
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BEST PRACTICE
3 A’s of Friendly Service
Purpose
To provide an excellent shopping experience that makes customers feel welcome and appreciated. The 3 A’s are: Acknowledge, Assist, Appreciate
Responsible
Store Leader Pharmacy Leader Pharmacy Associates
Acknowledge
Acknowledging the customer shows that you are willing to set aside your task to assist them.
• SMILE - Work facing traffic flow, Heads Up
• MAKE EYE CONTACT
• GREET - “Hello”, “Good Afternoon”, “May I help you?”
• Use the CUSTOMER’S NAME whenever possible
Assist
Don’t hesitate to set aside a task to assist a customer.
 e.g. Help a customer find a product or give product pairing suggestions.
Appreciate
Sincerely thank every customer for his/her business.
• e.g. “Thanks!”; “We appreciate your business”; “Thanks for stopping in today”
Pharmacy Advertising
Purpose
To inform our customers of current offers and programs designed for their better health, ultimately convincing more food shoppers to use our friendly pharmacy located where they already shop.
Responsible
Assistant Pharmacy Leader Merchandising Assistant Store Manager
Standards
□ One stanchion sign in the dairy department (changes each quarter)One stanchion sign away in a high traffic area away from the Pharmacy Department (changes each period)
□ Counter mat (two to three depending on the number of Release to Patient registers; only at Release to Patient)
□ Counter signs
Signage
□ Message/signage changes once per period
□ See Weekly Pharmacy Newsletter for most current signage plan
□ Missing signage should be addressed with the store’s file clerk
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BEST PRACTICE
Pharmacy OTC: Apex Standard Setup (1 of 3)
Purpose
To provide items that customers require to manage their health needs, improving our “Products I want, plus a little” key.
Apex is a line of home healthcare items such as pill reminders, pill splitters, and eyeglass repair kits. If your pharmacy has this over-the-counter section the following standards apply:
Responsible
Pharmacy Technician who is trained on RF handheld Assistant Pharmacy Leader
Standards
This Standard is maintained by ________________________________
This area is reviewed twice-weekly for:
□ Cleaning and dusting
□ Organization
□ Removal of damaged product
□ Restocking of product
□ All items are priced with standard tag (no store made price tags)
□ Reordering opportunities to ensure a full display
Week 4 of each period:
□ Scan Integrity Review with RF handheld should be completed WEEK 4 of each period
End Cap Display
Under Counter Display
Re-ordering
This product is available and maintained by CAO and reordered automatically in the pharmacy’s Peyton order following a sale. Reference materials are available on the EPRN Web Reference Guide under CAO Ordering.
Backorder
If product is on backorder or temporarily unavailable, then item is marked with the appropriate tag.
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BEST PRACTICE
Pharmacy OTC: Apex Standard Setup (2 of 3)
Item Maintenance with RF Handheld
From the Main Menu, select #1: Item Maintenance
Using the RF unit, scan the UPC or hand key the UPC, (not including the check digit) in the Item Maintenance screen. The image on the left shows you item details such as BOH, Min, PAK, Alo & CAOst. Each of these will be broken down below.
BOH: Balance On Hand
 The total units of a product in the store (including shelf stock, display, and backstock).
 BOH information on the RF Handheld is real-time inventory. It is updated every 15 minutes from POS System.
 BOH information on the ISP Reports is current through the end of business day yesterday. Min: Minimum
 A point where BOH falls below or is forecasted to fall below, CAO will order the product.
 There are several “Rules of Thumb” used to set a product’s Min, for example:
 Alo–PAK=Min
 1⁄2 7-day Movement = Min
 3 times # of Facings = Min
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BEST PRACTICE
Pharmacy OTC: Apex Standard Setup (3 of 3)
Item Maintenance with RF Handheld continued
CAOst: CAO Status
Describes the status of an item :
 “A” – Active,
 “I” – Inactive, and
 “D” – Discontinued.
 Almost all Grocery, Drug/GM, and Nutrition products are auto-activated. Implying, new items are activated by plan-o-gram releases. An item has to be active for CAO to order it.
PAK = Pack Size
 The number of units shipped in one case.
Alo = Allocation
 The number of units or facings that maximize the shelf capacity.
 Maintaining your shelf placards will help eliminate the appearance of an Out of Stock to the customer.
Updating Item Information with RF Handheld
To change the BOH, Min, Alo or CAOst, press <F2>, change the highlighted value if necessary. Once changes have been made, press <F5> to save. If BOH was changed, provide a reason. ESC to log out.
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BEST PRACTICE
Pharmacy OTC: higi®
Purpose
As healthcare professionals, we know that our patients feel that healthy living can be difficult. Research shows that, in many cases, the first step to living a healthier lifestyle is knowing where your health stands. The higi® Health Kiosk allows for patients to get accurate results of their health stats. Please ensure the following standards apply to your higi® Health Kiosk if available at your pharmacy.
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
□ The upper monitor must be operational and displaying appropriate ads for the pharmacy
□ The upper screen should not be blocking any required signs
□ Device should always be connected online to allow patient profiles to be uploaded or
connected to the Higi app
 Use icon in upper right hand corner of monitor to ensure connectivity
 Connected if “LOG IN” is green
 Not connected if “LOG IN” is gray
• Contact higi® Support at 1-866-818-8793 with connectivity issues  Cleaning:
 Daily: the kiosk must be cleaned to remove dust and finger prints/smudges on the interactive monitor and the interior of the blood pressure cuff should be cleaned; Use a damp cloth to wipe down the machine and follow with a dry cloth. Do not apply water or liquid directly to the touchscreen and do not use any chemical products on the device; wires and power cords should be secured behind unit
 Quarterly: the kiosk’s computer processor and fans must be cleared of dust by opening the console and vacuuming the dust build-up; clogged fans will cause the unit to restart often
Ensure the base of the kiosk is clean- this is especially important following a rainy or snowy day as the base of the unit can get dirty quickly
Support
Direct any issues or concerns regarding your higi® Health Kiosk to higi® Support at 1-866-818-8793
Continuing issues that failed to be addressed by higi® Support should be directed to Health & Wellness Merchandising
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BEST PRACTICE
Pharmacy Patient Drop-Off (1 of 2)
Purpose
To allow our customers a quality customer service experience and allow our associates to perform an error free transaction. Safety is a Core Value.
To ensure a highly satisfying patient experience, and accurate filling of a prescription, the following standards apply to the Patient Drop-off (Reception and Data Entry) area.
Responsible
Pharmacy Technician
Assistant Pharmacy Leader Merchandising Assistant Store Manager
Standards
This Standard is maintained by: ________________________________
Friendly
□ All customers are ACKNOWLEDGED with a smiling greeting with an offer to ASSIST, like “Good
morning/afternoon/evening. How can we help you today?’
□ During release to patient, non-pharmacists must invite the customer to speak with the
pharmacist on duty with questions along the line of “Doug is the pharmacist today. Do you have
any questions on your medication for Doug?”
□ Each conclusion of an exchange is closed with the APPRECIATION of “Thank you for choosing us
today. My name is ____ please ask for me or Pharmacist _______ if you need anything else.”
□ All Pharmacy associates support this behavior.
Outside (Reception):
□ Displays and other merchandising units installed between the pharmacy and B-lines or ends:
• Approximately, but not higher than 48 inches tall
• 72 inches of open space around ALL sides of the display/unit
• 72 inches of open space between the display/unit and any line that may form at drop off,
in order to be HIPAA compliant.
□ Clean, organized, dust free, and free of branded marketing materials
□ Handicap accessible
□ Customer visible clock
□ Appropriate ceiling sign for patient notification of drop-off
□ No advertising counter mat (Release to Patient only)
□ Approved hand sanitizer is available for customer use
□ Approved weather mats are available (if applicable) to prevent dirty and water build-up
Inside (Data Entry):
□ Clean and organized
□ Reception Best Practice (available on the EPRN Web Reference Guide) is followed to ensure all
patient information is accurate within EPRN including Third Party Insurance information before
patient leaves
□ Prescription Organizer Best Practice (available on the EPRN Web Reference Guide) is being
followed
□ Actual promise times (i.e. 3:30 versus 20 minutes) are always provided to the patient based off
timely work volume to ensure patient expectations
□ Patient Health Information (PHI) is not visible from outside the pharmacy department and
discarded appropriately in a Shred-It bin
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BEST PRACTICE
Pharmacy Patient Drop-Off (2 of 2)
Drop-Off Drop-Off
Data Entry
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2018 Kroger Health Customer Ready Standards


BEST PRACTICE
Pharmacy Release to Patient (1 of 2)
Purpose
To allow our customers a quality customer service experience and allow our associates to perform an error free transaction.
To ensure a highly satisfying patient experience and fast patient checkout the following standard apply to the Release to Patient area:
Responsible
Pharmacy Technician
Assistant Pharmacy Leader Merchandising Assistant Store Leader
Standards
This Standard is maintained by: ________________________________
Friendly
□ All customers are ACKNOWLEDGED with a smiling greeting with an offer to ASSIST, like “Good
morning/afternoon/evening. How can we help you today?’
□ During release to patient, non-pharmacists must invite the customer to speak with the
pharmacist on duty with questions along the line of “Doug is the pharmacist today. Do you have
any questions on your medication for Doug?”
□ Each conclusion of an exchange is closed with the APPRECIATION of “Thank you for choosing us
today. My name is ____ please ask for me or Pharmacist _______ if you need anything else.”
□ All Pharmacy associates support this behavior.
Outside:
□ Displays and other merchandising units installed between the pharmacy and B-lines or ends:
 Approximately, but not higher than 48 inches tall
 48 inches of open space around ALL sides of the display/unit
 48 inches of open space between the display/unit and any line that may form at drop off,
in order to be HIPAA compliant.
□ Clean, organized and dust free
□ Handicap accessible
□ Free of branded marketing materials
□ Advertising counter mat is in good condition and at all release to patient stations with cash
registers
□ Replacement counter mats can be ordered using order #423 on the Advertising Supply Web
application
□ Appropriate ceiling sign for patient notification
□ Approved hand sanitizer is available for customer use
□ Approved weather mats are available (if applicable) to prevent dirty and water build-up
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BEST PRACTICE
Pharmacy Release to Patient (2 of 2)
Standards continued
Inside:
□ Clean and organized including under counter areas
□ Counter tops are damage free and clear of tape, adhesive residue, marketing materials,
and non-approved signage
□ Release to Patient Best Practice (available on Pharmacy’s Web Reference Guide) is being
followed to ensure accurately releasing of medications
□ All computer equipment is clean, dust free, and in good working order
□ Patient Protected Health Information (PHI) is not visible from outside the pharmacy
department and discarded appropriately in a Shred It disposal bin.
□ Release to Patient Return to Stock Best Practice (available on Pharmacy’s Web Reference
Guide)
Release to Patient (Customer Side) Release to Patient (Customer Side)
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BEST PRACTICE
Pharmacy Waiting Area
Purpose
To provide our customers with a comfortable, professional area to wait while their prescriptions are filled. Waiting areas vary widely in size.
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
Walls
□ Store décor (if applicable)
□ Clock (professional, free of advertisement)
□ No pharmacists’ licenses, intern licenses, or technician certificates displayed
Floor
□ Clean (swept nightly)
□ Carpet, linoleum or concrete cleaning should be scheduled
with your Operations Assistant Store Manager
Three Tiered Shelf/Display Table (if applicable)
□ Organized, clean and dust free
□ For a list of approved product displays see the last page of
the Pharmacy Weekly Newsletter
Security Gate
□ In perfect working order
 Issues are placed on Service Hub
 Urgent issues are directed immediately to
the Pharmacy Operations Speciliat
Customer Waiting Area
Chairs
□ Must be wiped daily
□ All durable parts of chairs are wiped down using Sani Cloth Plus
□ Matching, in good condition and placed in an organized fashion
Required Signage
Required Signage:
□ HIPAA Notice
□ Medicare CMS Notice
□ Medicare Part B DME Supplier
□ PSE Notice
□ Language Assistance Services Sign
□ Professional Conduct (WV only)
Requirements:
□ Framed in matching or similar frames
□ If the pharmacy has shared waiting space with TLC, then the signage is required to be in the
waiting area. If there is no shared space, or no TLC, then these signs are still required for patient viewing, but not necessarily in the waiting area
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BEST PRACTICE
Pharmacy Outside Counter
Purpose
If your pharmacy has counter space directly in front of the department, the following standards apply to this area:
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
□ Clean and dust free
□ Free of tape or adhesive residue
□ Approved promotional materials (for a list of approved counter displays see the last page of the
Pharmacy Weekly Newsletter)
□ Approved saleable items
□ Free of plants or other decorative items
□ Moving forward, Prescription Overnight Boxes will not be installed and stores with current boxes
must remove them ONLY if no damage is done to the pharmacy counter. If the store is unable to remove the Overnight Box then the box is to be:
□ Clean
□ Dust free
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BEST PRACTICE
Clinical Area (1 of 2)
Purpose
A professional area designed to deliver our clinical services, including vaccinations, further enhancing our healthcare image and increasing sales. Clinical Areas vary by size and layout.
Having a clean and organized clinical area will allow for efficient care of our patients during clinical services and provide the patient privacy and comfort during the process. The following standards apply to this area:
Responsible
Pharmacy Technician Pharmacy Leader
Signage
□ CLIA Waiver posted and in-date (if applicable)
□ Combat Methamphetamine Act Certificate posted and in-date
□ Store specific accreditations (e.g. Diabetes)
Standards
This Standard is maintained by: ________________________________
□ Organized, clean and dust free
□ Materials are stored out of sight until needed in original containers
□ Shred It bin is maintained appropriately
□ Compliant with CLIA Good Laboratory Practice
□ Store has all immunization supplies (where applicable)
□ Safety syringes, safety needles
□ Sharps containers, alcohol pads, latex free Band-Aids, hand sanitizer, latex free gloves
□ Pharmacy should have appropriate testing machines(blood glucose, cholesterol, etc.)
Walls
□ Sharps containers are to be in compliance with Enterprise Bloodborne Pathogens Exposure Control
Plan’s SOP 1501.2 Methods of Compliance
 Stored with lid closed in storage device when not in active use Should be out of reach for
small children
 Always be below “FULL” line
□ Disposable gloves
Stored in storage device Facility and professional licenses (i.e. pharmacists’ license and interns’ license) must in posted in public view (visible not legible); therefore they cannot be posted in a closed counseling room but can be posted in an open counseling room. Stores with closed counseling rooms must post these items in public view (visible not legible) within the pharmacy. Matching frames are preferred.
Clinical Area
Sharps wall storage
device
Disposable gloves wall
Clinical Area
storage device
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BEST PRACTICE
Clinical Area (2 of 2)
Standards Continued
This Standard is maintained by: ________________________________
Chairs
□ Cleaned daily
□ All durable parts of chairs are wiped down using disinfectants that are compliance with Enterprise
Bloodborne Pathogens Exposure Control Plan’s SOP 1501.2 Methods of Compliance
Floor
□ Clean (swept nightly)
□ Carpet, linoleum or concrete cleaning should be scheduled with your Operations Assistant Store
Manager
Refrigerator (if applicable)
□ Only contains drug product
□ Temperature monitoring documentation is available and stored in accordance to the Policy 100:
Drug Product Storage and Handling > Form 100.3A: Refrigerator and Freezer Maintenance Log
Housekeeping Procedures
□ All Patient Health Information is stored in accordance with company HIPAA guidelines
□ All countertops/hard surfaces must be sanitized with an EPA (Environmental Protection Agency
disinfectant:
 End of each day when immunization or blood test was performed
 After any body fluid or other substance contaminates the surface in the clean area
 Eating or drinking is never allowed in the clean area
 All maintenance tasks shall be documented on the Refrigerator and Freezer Maintenance Log which is found on Barneyweb at
Corporate Pharmacy » POLICIES & PROCEDURES » DRUG PRODUCT STORAGE & HANDLING » POLICY 100: DRUG PRODUCT STORAGE & HANDLING » FORMS.
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BEST PRACTICE
Pre-Ver/Verification
Purpose
To ensure accurate prescriptions the following standards apply to the Pre-Ver/Verification area. Safety is a core value.
Responsible
Pharmacy Technician Assistant Pharmacy Leader Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
□ Area is clean and organized (this includes counter tops and under counter storage)
□ Auxiliary stickers (if needed) are organized and removed from patient view
□ Patient Health Information (PHI) is discarded appropriately in a Shred-It bin
□ No food, beverages, or personal items should be in this area in accordance with
 SOP 501.19.5 Personal Items (found on Barneyweb at Corporate Pharmacy » POLICIES & PROCEDURES » CONTROLLED SUBSTANCES (DEA SOPS) » POLICY 501: CONTROLLED SUBSTANCE POLICIES AND PROCEDURES V 6.1 » POLICY AND SOPs)
Work Station
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BEST PRACTICE
Product Dispensing
Purpose
To ensure an accurate filling of all prescriptions the following standards apply to the Product Dispensing area. Safety is a core value.
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
□ The Product Dispensing Best Practice (available on the EPRN Web Reference Guide) is being followed to ensure accurate filling of prescriptions
□ The Reshelf Best Practice (available on the EPRN Web Reference Guide) is being followed to ensure accurate inventory and a clutter free work environment; the reshelf baskets are clean and not damaged
□ Storage area for vials, lids, etc. is labeled to indicate contents using a P-Touch labeler
□ Area is clean and organized (this includes counter tops and under counter storage)
□ Only items needed for product dispensing may be present
□ Box cutters are available for employee use (red for left handed and green for right handed)
□ Patient Health Information (PHI) is discarded appropriately in a Shred-It bin
□ No food, beverages, or personal items should be in this area in accordance with
 SOP 501.19.5 Personal Items (found on Barneyweb at Corporate Pharmacy » POLICIES &
PROCEDURES » CONTROLLED SUBSTANCES (DEA SOPS) » POLICY 501: CONTROLLED SUBSTANCE POLICIES AND PROCEDURES V 6.1 » POLICY AND SOPs)
Work Station Work Station
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BEST PRACTICE
Pharmacy Technician Pharmacy Leader
Compound Area
Purpose
Per Kroger policy 1601: Non Sterile Compounding Standard Operating Procedures
Responsible
Standards
This Standard is maintained by: ________________________________
□ A compound log is available and being used. Refer to 1601.8 Compounding Documentation
□ Medications and chemicals for compounds are checked as part of the Shelf Maintenance process
□ The department has a designated area for the compounding of non-sterile prescriptions
 The designated area is:
 Clean and sanitary with optional “Clean Area” sign posted
 No food, beverages, or personal items should be in this area in accordance with
• SOP 501.19.5 Personal Items (found on Barneyweb at Corporate Pharmacy »
POLICIES & PROCEDURES » CONTROLLED SUBSTANCES (DEA SOPS) » POLICY 501:
CONTROLLED SUBSTANCE POLICIES AND PROCEDURES V 6.1 » POLICY AND SOPs)
 Compounding area is in compliance with SOP 1601.04 Compounding Facilities
 Compounding is performed in compliance with policy 1601 Non Sterile Compounding
Standard Operating Procedures
 Storage area is labeled to indicate contents using a P-Touch labeler
Compound Area
Compound Area
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BEST PRACTICE
Shelf Maintenance
Purpose
Shelf maintenance prevents out-of-stocks, removes short dated product, deters theft, and manages good use of inventory capital. This is a safety and customer satisfaction process.
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: (see Shelf Maintenance Tracker)
□ All products are organized in alphabetical order with no special area for “like” products (only excluding refrigerated products, C2 products, PSE products, DME & syringes)
□ The Shelf Maintenance Best Practices video resource shows refrigerator as a separate section (available on the Pharmacy Web Reference Guide) are followed
 Sections can be assigned to a group of employees or a single employee
 Narcotic cabinet or safe is assigned to pharmacist
 Refrigerator is not assigned but managed by employee who has the item within their
alphabetical area (all employees check the refrigerator)
 Open product is to have an “X”
 All amber vials and package units (i.e. inhalers) are free of patient information in
accordance with the Prescription Return To Stock Policy (found on Barneyweb at
Corporate Pharmacy » POLICIES & PROCEDURES)
 Product is organized by rotation (soonest expiration date in front)
 Shelves and product are be clean and dust free
 No manufacturer coupons; employees should be directed to Needy Meds or Cou-Co
□ Maintenance of assigned section also included the space above and below the area
 Ceiling tiles clean, dust free, and free from water damage
 Lights are all in working order and clean
 Air vents are clean and dust free
 Carpet, linoleum or concrete is clean and free of damage
 Fatigue mats are in good condition (replace if needed via ePRO)
□ Shelf Maintenance tracker is posted on a bay end, where associates can easily see if they are up-
to-date or falling behind
 Tracker is to be up-to-date
 Tracker should be no more than one week ahead or one week behind
Proper Shelf Maintenance
Proper display of Shelf Maintenance Tracker
Shelf Maintenance Tracker should have assigned areas and be up-to-date
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BEST PRACTICE
Pharmacy Task List
Purpose
The Pharmacy Task List provides a list of common tasks that need to be completed either daily or weekly. Tasks are assigned to pharmacy associates who check off each task when completed. All pharmacies are required to have this document posted.
Responsible
Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
□ Pharmacy Task List Best Practices (available on the Pharmacy Web Reference Guide) are being followed
□ The Pharmacy Task List is displayed on a shelf end within the pharmacy department where easily viewed
 A dry eraser marker is available or attached
 Tasks are assigned at least daily but can be assigned for the entire week
 No task can be assigned to employee not scheduled to work on the day of the assigned task
 Additional Daily and/or Weekly tasks can be added via p-touch labels
 Each associate must check the task list to see the assigned task(s) for the day and once the assigned task is completed the associate must indicate on the task list
Replacement
If you need a replacement Pharmacy Task List please reach out to your Pharmacy Operations Specialist
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BEST PRACTICE
Drive-Thru/Walk Up (1 of 2)
Purpose
A convenient, professional customer experience for those who cannot come into the store
To ensure a highly satisfying patient experience and fast patient checkout, the following standards apply to the Drive Thru and/or Walkup Window:
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
Friendly
□ All customers are ACKNOWLEDGED with a smiling greeting with an offer to ASSIST, like “Good
morning/afternoon/evening. How can we help you today?’ Each end of an exchange is closed with the appreciation of “Thank you for choosing us
today. My name is ____ please ask for me or
Pharmacist _______ if you need anything else.”
□ All Pharmacy associates support this behavior.
Inside:
□ Window and surrounding work space is clean and
organized
□ Release to Patient Best Practice is being followed to
ensure accurately releasing of medications
□ All computer equipment is clean, dust free, and in
good working order
PHI is not visible from outside the pharmacy department & discarded in a Shred-It bin
Drive-thru Workstation
Outside:
□ Window and surrounding patient space is clean and debris free
□ All equipment in working order
 Use Service Hub to report malfunctioning equipment
 Notify Pharmacy Merchandising if equipment is down for more than 24 hours
□ Appropriate window signs displayed which include and missing signage can be ordered by
contacting Pharmacy Merchandising
 Pharmacy Hours
 Positive ID require
 Time Delay Safe (where applicable)
 Press Button for Service (where applicable)
 Patient Privacy (coming soon)
□ Drive thru car lane:
 Is clean and free of bird nests, beehives, and trash
 Is free of oil build up
 Concrete pads can be cleaned using EXIMO (see fuel center)
 Using provided scoop, apply EXIMO directly to oil spot(s)
 Keeping broom in contact with surface, sweep product forward and backward
across the oil spot(s) until product is fully dispersed; EXIMO is all natural and will begin working once applied
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BEST PRACTICE
Drive-Thru/Walk Up (2 of 2)
Signage
All required signs should be placed across the bottom of window pane; if drive thru is a tube system then the required signage should be present at outside kiosk
Signs
□ Positive ID sign
□ Pharmacy hours
□ Time Release safe (if applicable; should also be on all entry doors to the store)
□ Press Button for Service (if applicable)
□ TLC in store (if applicable)
□ No Smoking
□ Seasonal message (i.e. holiday hours, flu shot promotion)
Safety
□ No smoking near walk up windows; these windows are considered “entrances” under state smoking laws.
□ Ensure the area outside of the store is free of clutter and trash
□ Inspect area weekly for any outside facility work that might be required (pot hole)
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BEST PRACTICE
Pharmacy Hazardous Waste
Purpose
Per Kroger Pharmaceutical Hazardous Waste Standard Operating Procedures (found on Barneyweb at Corporate Pharmacy » POLICIES & PROCEDURES » HAZARDOUS WASTE) the following standards should be used to keep the pharmacy in the accordance with polices set forth by U.S. Environmental Protection Agency (EPA).
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
□ The pharmacy shall have two hazardous waste containers labeled with the appropriate labels
 P-Listed wastes
 Other Hazardous Waste
□ Each container must have a securable lid and must be closed at all times except when adding
waste
□ P-Listed Wastes includes:
 Unsaleable warfarin products, stock bottles, RTS amber vials, and any absorbent cleaning materials
 Unsalable prescription nicotine products (does not include Drug GM nicotine products)
 Unsaleable epinephrine emergency kits and any absorbent cleaning materials
 Unless in a Return To Stock amber vial, all product must be placed in an individually
sealed plastic bag and labeled with the product’s NDC number
□ Other Hazardous Waste includes:
 Non-controlled tablets or capsules that have been dropped or broken
 Any bottle type that leaks liquid
 Tubes that leak cream, gel, ointment, or lotion
 Non-controlled medications that were pulled in accordance with the Pharmaceutical
Hazardous Waste Policy (available on Barneyweb at Corporate Pharmacy » POLICIES & PROCEDURES » HAZARDOUS WASTE); this product should be removed from amber vial and placed in labeled sealed plastic bag labeled with the product’s NDC number
 Damaged aerosols or inhalers
P-Listed Bucket Label Other Bucket Label Hazardous Waste Bucket
Pick up Schedule
The pharmacy’s scheduled hazardous waste pickup can be viewed online (Pharmacy’s Web Reference GuideHazardous WasteHazardous Waste Pick Up Schedules)
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BEST PRACTICE
General Security and Compliance Maintenance
Purpose
Integrity is a core value and is supported by good, disciplined, practices that protect at risk inventory and record keeping
Responsible
Store Leader
Pharmacy Leader Assistant Pharmacy Leader Staff Pharmacist
Standards
This Standard is maintained by: ________________________________
□ Unless a pharmacist is actively accessing product, safes must be closed and locked
Pharmacy records must be stored in the pharmacy or a Board of Pharmacy approved storage area in accordance with our Pharmacy Record Retention Policy (found on Barneyweb at Corporate Pharmacy » POLICIES & PROCEDURES » RECORD RETENTION SCHEDULE)
□ No food, beverages, or personal items should be in this area in accordance with
 SOP 501.19.5 Personal Items (found on Barneyweb at Corporate Pharmacy » POLICIES &
PROCEDURES » CONTROLLED SUBSTANCES (DEA SOPS) » POLICY 501: CONTROLLED
SUBSTANCE POLICIES AND PROCEDURES V 6.1 » POLICY AND SOPs)
□ Security gates, grilles, curtains, and doors must have all locks and locking pins engaged prior to
the pharmacist leaving for the night and before opening in the morning.
□ Access to the pharmacy is only permitted when a pharmacist is on site. Key security is
maintained by executing the standards outlined in the Controlled Substance Product Security policy 1501.19.14 Key Control (found on Barneyweb at Corporate Pharmacy » POLICIES & PROCEDURES » CONTROLLED SUBSTANCES (DEA SOPS) » POLICY 501: CONTROLLED SUBSTANCE POLICIES AND PROCEDURES V 6.1 » POLICY AND SOPs
□ The controlled substance filing cabinet is maintained and the folders contained therein are complete per The Kroger Co. Controlled Substance Policies and Procedures (available on the Pharmacy Web Reference Guide).
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BEST PRACTICE
Pharmacy Cleaning Supplies
Cleaning Supplies
This Standard is maintained by: ________________________________
Below is a list of cleaning supplies to be used in the pharmacy. Please check with Store Management when ordering these products as other departments within the store might already have available:
ITEM
UPC CODE MSI NUMBER
PACK SIZE (MAX)
Ecolab Glass Cleaner (bottle)
0079249301221 3716735
3 (2)
Ecolab Sanitizer (bottle) 0079249303597 3720884 3 (2)
Feather Duster
0040108007996 3770161
1 (1)
Ecolab Stainless Steel Cleaner 0079249302315 3720836 6 (1) (bottle)
Quick Clean (bottle)
0040108009709 3747151
1 (2)
Water Only (bottle) 0079249303577 3720927 3 (2)
Brawny Dish Towels (pink)
0040108096969 3795192
240 (15)
General Purpose Scrub Brush 0040108009265 3767159 1 (6)
Scrub Brush w/ Handle
0040108009267 3767167
1 (6)
Polyback towels VAXSERVE GRA183 500 count box
Sani Cloth Plus (disinfecting wipes for hard surfaces)
VAXSERVE PDIQ89072
1 canister (160 wipes)
Hand Sanitizer for customer use 0040106000469 368936 Work with scan coordinator
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To keep a clear line of sight and professional entry point into the clinic for patients seeking care.
BEST PRACTICE
The Little Clinic (TLC)
Purpose
Responsible
Patient Care Technician Clinic Manager
Nurse Practitioner Dietitian (if applicable) LPN (if applicable)
Standards
This Standard is maintained by: ________________________________
Patient Reception Area
Shared Waiting Area
Electronic Service Menu
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Outside (Reception):
□ Clean, organized and dust free
□ Area is not hidden by store displays
□ Free of non-Kroger and non-TLC branded marketing materials
□ Technician in uniform with name badge
□ Practitioner visible in clean, white lab coat (if not with a patient)
Waiting Area:
□ Clean and organized
□ PHI is not visible to any customers
□ All hard surfaces and chairs are wiped down between patients
□ Electronic service menu is operational
Signage: if waiting area is shared space between the Pharmacy Department and TLC then only one set of signs need to be posted
 Mission/Vision Statement
 JC double frame
 Language Assistance Services Sign
 Privacy Practices
 Each practitioner photo and name plate displayed (two per clinic)


BEST PRACTICE
The Little Clinic (TLC) - 4 Lenses
Purpose
To provide an excellent clinic experience that makes patients feel welcome and appreciated
Responsible
Patient Care Technician Clinic Manager
Nurse Practitioner Dietitian (if applicable) LPN (if applicable)
4 Lenses
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BEST PRACTICE
DIVISION SPECIFIC
Pharmacy OTC: Carex DME
(Columbus Division Only )
: Links in this section are to Columbus’ resources
Purpose
To provide items that customers require to manage their health needs, improving our “Products I want, plus a little” key.
Carex is a line of durable medical items such as crutches, arm slings and urinals. If your pharmacy has this over-the-counter section on a rack or shelving the following standards apply.
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
The area is reviewed twice-weekly for:
□ Cleaning and dusting
□ Organization
□ Removal of damaged product
□ Restocking of product
□ Ensuring all items are priced with standard tag (no store made price tags);
standard tags can be ordered by contacting Pharmacy Merchandising
□ Reordering opportunities to ensure a full display
□ Overstocked can be returned to Cardinal via the online Cardinal Order Express
□ Damaged product
Week 4 of each period:
□
• If received from Cardinal as damaged must be returned to Cardinal via Cardinal Order Express (must be done within 48 hours of receiving)
• If damaged while on display must be marked down in accordance with
our markdown Best Practice.
each item should be scanned to look at movement and make good decisions as
to how many pieces should be kept on hand
Floor display 8 Foot Display
Re-ordering
This product is available and maintained by a pharmacy technician and reordered from Cardinal.
Reference materials including a reorder guide with Cardinal order numbers and product pictures is
available online (PharmacyInventoryCarex)
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BEST PRACTICE
Pharmacy Release to Patient – Red Return To Stock Bin (Columbus and Cincinnati Divisions Only)
Purpose
To allow our customers a quality customer service experience and allow our associates to perform an error free transaction.
To ensure a highly satisfying patient experience and fast patient checkout the following standard apply to the Release to Patient area.
Standards
Inside:
□ The red return to stock bin is present and being used in accordance
to our Release to Patient Return to Stock Best Practice (available on the Pharmacy Web Reference Guide).
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BEST PRACTICE
Pharmacy OTC: Canes
(Links in this section are to Columbus’ resources)
Purpose
To provide items that customers require to manage their health needs, improving our “Products I want, plus a little” key
Pharm Spec provides a line of quality canes for our customers to purchase. If your pharmacy has this over-the-counter display the following standards apply.
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
The area is reviewed twice-weekly for:
□ Cleaning and dusting
□ Organization
□ Removal of damaged product
□ Restocking of product
□ Items are priced (prices marked directly on the cane package)
□ Reordering opportunities to ensure a full display with a variety
of products including:
• Black value canes ($12.99; biggest mover)
• Military Spec canes
• College canes (team variety based on your location)
• Floral pattern
• Solid color
Photo for example purposes only. Canes may vary by division
If cane display is damaged, a new display (holder) can be ordered directly from Pharm Spec
Some locations, depending on store size and location, should carry up to two cane racks. Options include:
• Traditional rack - located near the pharmacy department
• College canes - located near the college merchandise in the store
• Professional canes - located near the pharmacy department or professional sports team
merchandise
• Walking sticks - located near the pharmacy department
Re-ordering
This product is available and maintained by a pharmacy technician and reordered from Pharm Spec. Reference materials including a reorder guide with order numbers and product pictures is available online (PharmacyInventoryCanes).
Refer to Reorder Form for trouble shooting options
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BEST PRACTICE
FlavoRx FillMaster Device (If Applicable)
(Links in this section are to Columbus’ resources, until corporate arrangement is in place)
Purpose
To help with patient compliance to their liquid medications, most pharmacy teams have the ability to flavor prescriptions using the FlavoRx FillMaster device. This device is also used to add filtered water to all reconstituted prescription products and is considered “compounding” by the Board of Pharmacy
Responsible
Pharmacy Technician Assistant Pharmacy Leader
Standards
This Standard is maintained by: ________________________________
□ Pharmacy Teams should be completing at least three flavorings per week
□ A compound log supplement is available and being used in accordance to our
□ Flavors are checked quarterly for expiration
□ Calibration is completed every 30 days in accordance to
□ Cleaning (especially focused on the dispensing tip) is completed daily
□ If the store is impacted with a boil alert or other water supply issues the Pharmacy Department
should refer to the
Flavoring
Compound Log (available Columbus ConnectionPharmacyCustomer & Pharmacy
Services Flavoring)
our Device Calibrations Best Practice
(available Columbus ConnectionPharmacyCustomer & Pharmacy ServicesFlavoring)
Boil Alert Procedures (available Columbus ConnectionPharmacy
Customer & Pharmacy ServicesFlavoring)
Window Cling and/or Counter Card
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