CVS metrics – Flashcards
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Reports
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P and L, mCe, SOS, GSR, Waiting bin report, Cash loss report, POS discrepancy report, KPM, pharmacy advisor, Ready fill performance report
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Waiting bin report
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list of all scripts within 28 days that have not been rung through the register
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KPM report
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sets goals and improves customer service
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Pharmacy advisor scorecard
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measures medication adherence and gaps in therapy
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P and L controllable items
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Sales margin payroll management controlled expenses
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RX margin
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=margin-markdowns-shrink
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Physical inventory adjustment
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difference between physical inventory and inventory activity report
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Total rx margin=
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gross margin + Rx allocation(money coming back) + third party adjustments
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payroll
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operating, vacation/holiday and other. This is biggest expense
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Controllable expenses
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Supplies, waiting bin loss, management controlled profit(ensure day 14 RTS)
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MCE calculations
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in stock, sat. time to fill, sat, drive through wait time, courteous professional, address by name, acknowledge immediately, pt care counseling satisfied
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how to improve MCE
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acknowledge by name, offer to find things, converse with customer while doing tasks, ask pick up time, phone #, adjudicate with patient, contact if not ready
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SOS scorecard
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each store is responsible for its own results
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SOS 3 sections
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Sales financials Customers and colleagues
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stores own sales scorecard measurements
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script to budget, MCP to budget
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Script to budget (sales)
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above 1 is good. growth builders with news script outreach, adherence calls, ready fill, ESI
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MCP to budget (financials)
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payroll management, minimize waiting bin loss(organize and day 14 RTS and ensure 2 x 2 returns
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Pharmacy inventory (financials)
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days supply above TIL: minimize brand, DC return to stock, 100% OV ordering and OV scan in, complete cycle counts
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inventory out of stock % (customers and colleagues)
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below 1.3 is good. try to minimize OOS, complete cycle counts and cycle count outs, Review order for accuracy, always put in QI, offer partial fill or call nearby store, schedule time of OV order
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Rx my customer experience(c and c)
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measure of baseline service3-5 is good want over 85 Schedule with skeleton, ensure workstation assignment board, drop off adjudicate with customers, fill waiters first, 3 families at a time, follow through on action notes, acknowledge within 20 seconds, prioritize customer facing actvities
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Courteous and professional
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ensure all first fill counseling while reinforcing adherence. Manage PCQ daily(assign times during call windows. -complete all new hire prior to 21st day of employment -ensure customers pharmacists are always willing to discuss meds
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Generic substitution report facts
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identifies substitution rate. identifies previous week performance, synthroid performance, Top 5 GSR opportunities and GSR performance by Rph.
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improving GSR rate
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Ensure proper quantities of generics in stock. dispense generics when possible. Discuss new generics with staff. Ensure all proper shelf labels. Make positive adjustments and ensure all shelf labels.
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Waiting bin report facts:
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daily reports lists all prescriptions verified but not rung out. day 14 and day 15-28 Assign technician to do RTS day 14 everyday. If on report but not in bin, it may have been rung wrong, or may have been POS miscommunication(check SMART system for transaction, also check employee scan rate, if less than 95% review ring up procedure for patient. Keep in binder for 2 months.
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CASH loss report facts
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all scripts day 29-35. Should be empty except manual billings and line drops. report is generated end of day Saturday and can also be generated.
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POS discrepancy report facts
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All scripts rung through POS at different price. reviewing report can help P and L. Generated with end of day paperwork or can be generated for review. calculates the money collected and if there was a loss.
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POS discrepancy best practices
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Review report daily, have tech complete everyday. Review each script on report, refer to TYP codes, make notation and resolve, review at end of week to see patterns, counsel to ensure they understand proper ringing procedures.
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KPM facts
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evaluates medication mgmt goals. 6 adherence programs=first fill counseling, adherence outreach, new script pickup, automated call programs, ready fill, generic substitution
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First fill counseling
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emphasize importance of meds. measured by those who get the next fill, number of anticipated refills, pharmacists to engage. Discuss side effects, benefits, advise not to DC
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Why 1st fill counseling important?
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1 in 3 on maintenance meds D/C, proactively prevents reasons why patients will d/c, reduces need for adherence outreach
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adherence outreach
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3 out of 4 d/c within 1 year, remind to fill overdue scripts.
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how is adherence outreach meausured
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% of past due scripts filled and picked up, # of past due scripts, % of patients reached on adherence calls.
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best practices for improving adherence outreach
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dedicate team member to make calls during dedicated times, try up to 3 times, ensure proper contact #, offer to fill all scripts
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new script pickup
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2 out of 3 scripts returned are a first fill starting a new therapy. Lets pharmacists address patients concerns
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new script pickup meausurements
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% of scripts picked up following an outreach call, # of eligible scripts, and % of patients reached
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best practices for improving new script pickup
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contact all patients on report at dedicated times, reinforce importance of therapy and ask when they plan to pick up, address concerns the patient may have that prevent them from taking medication
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automated call programs
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automated calls remind patients to pick up. important to have accurate phone numbers to reach customers for clinical purposes and to improve ready-fill and pick up rate
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how automated call programs measured
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calculated via reach rate
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best practice to improve call programs
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ask for current # at drop off, take telephone refills at QP, take new scripts at drive through and update #s, complete action notes at pick up
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Ready fill
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automatically refilled enrolled scripts prior to due date, sends refill request to prescriber. increases adherence, saves time refilling meds, provides peace of mind knowing meds will be ready
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ready fill why important
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3 out of 4 stop maintenance medication after 1 year. saves pharmacy time by reducing entering refills, improves patient care.
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how ready fill measured
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percent of eligible scripts filled, does not include those that are RTS.
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GSR facts
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win win for patient and pharmacy, helps patient and pharmacy save money. improves profits since there are bigger margins on generic drugs. measured by how often generic dispensed.
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pharmacy advisor
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measured by number of days past due and patient counsel success rate
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average number of days past due
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average number of days take pts to refill. can be influenced by adherence calls, script pick up calls, and first fill consultations
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patient counsel success rate
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measured gaps in care opportunities through patients who say yes, contact md through gaps in care and filled rx from profile that will close gap in care
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Ready fill performance report facts
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overview of ready fill activity. review report each week. has enrollment section and filled thru ready fill section.
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ready fill best practices
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explain benefits of readyfill, maintenance meds candidates, perform adjudication while pt is there, always obtain consent, offer ready fill during pcq, do not unenroll unless pt asks. Generate refills off old rx number in the QR. patients receive automated call three days after their order is filled. if RTS 2x in a row it is unenrolled. direct patients who ask at pick up to drop off to discuss program and fill scripts.
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SMART
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specific, measurable, achievable, results-focused, and time boud
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MCP?
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management controlled profit, the profit after payroll and expenses
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SSS?
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Stock, shop, serve
