URAC 3.0 Preparation Audit Questions with Complete Solutions

URAC 3.0 Preparation Audit Questions with Complete Solutions Patient Care: What is your involvement in Patient Management? Patient Management involves prescription dispensing, reimbursement, counseling and patient clinical care activities we do. My involvement depends on the role I am assigned for the day. Patient Care: How do we promote drug adherence? Initial counseling on the importance of compliance, refill reminder calls, recommendations to alleviate any side effects, and assistance obtaining financial assistance as needed. Patient Care: How do you collaborate with physicians or other healthcare providers involved in patient care? We communicate with them regularly over the phone. If patient has any issue or if we have a recommendation/update we will call or fax. Patient Care: How do you advocate for a patient's access to drugs? Walgreens has access to many limited distribution drugs. We also help with prior authorizations and get patients signed up for financial assistance programs. Patient Care: How do you help with prior authorizations and appeals? We work with the insurance company and coordinate obtaining documents from the prescribers to help facilitate the process. Patient Care: How do you address language barriers? We have staff that are bilingual, use the Pharmacy Translators Tools, and other Health Providers or Caregivers. Patient Care: If a Patient Emergency Situation arises, such as a suicide threat, what would you do? Keep the patient on the phone and signal a team member to call 911 as outlined in our Patient Crisis and Emergency Situation policy. Patient Care: How do you refer a patient to external support groups for help as needed? We refer the patient to local disease support groups or hospital social service. On our intranet site and disease state booklets, there are also national groups we can refer them to. Patient Care: How do you communicate patients' rights and responsibilities? We have them in our welcome booklet that is mailed to the patient and on our web page. Patient Care: How do you update information in the patient's profile? As we become aware of changes we will update the information in the appropriate fields in IC+ or SR2. Patient Care: What are your triggers to send a call the an RPH? If the patient has any clinical questions or concerns we have a pharmacist speak with them. Patient Care: What is the process for collecting and communicating payment? Since the majority of our billing is through on-line prescription adjudication, we have this information and inform the patient upfront of all charges as much as possible. Patient Care: How do patients receive information on their disease and medication? We provide verbal education and written drug information leaflets, and other information as needed. Pharmacy Operations: What do you do if the temperature is out of range? Notify my manager. Pharmacy Operations: What is your service area? Describe the areas serviced and the State licenses held by your pharmacy. Pharmacy Operations: How are back orders or out of stocks handled? We notify the patient and prescriber as needed based on the clinical significance. We make all attempts to utilize the Walgreens resources to obtain the product as quickly as possible. Pharmacy Operations: Do you have bio-hazardous waste? if so, where