URAC Questions And Answers With Verified
Solutions
What is your involvement in patient management? ANS Involves prescription dispensing, reimbursement,
counseling, and patient clinical care activities we do. My involvement depends on the role I am assigned for
the day.
How do we promote drug adherence? ANS Initial counseling on the importance of compliance, refill
reminder calls, recommendations to alleviate any side effects, and assistance obtaining financial assistance as
needed.
How do you collaborate with physicians or other healthcare providers involved in patient care? ANS We
communicate with them regularly in over the phone. If the patient has any issue or if we have a
recommendation/update we will call or fax.
How do you advocate for a patient's access to drugs? ANS Walgreens has access to many limited
distribution drugs. We also help with prior auths and get patients signed up for financial assistance programs.
How do you help with prior authorizations and appeals? ANS We work with the insurance company and
coordinate obtaining documents from the prescribers to help facilitate the process.
How do you address language barriers? ANS We have staff that are bilingual, use the Pharmacy
Translators Tools, and other health providers or caregivers.
If a patient emergency situation arises, such as a suicide threat what would you do? ANS Keep the patient
on the phone and get a team member to call 911 as outlines in our patient crises and emergency situation
policy.
How do you refer a patient to external support groups for help as needed? ANS We refer the patient to
local disease support groups or hospital social service. On our intranet site and disease state packets there are
also national groups we can refer them to.
How do you communicate patient rights and responsibilities? ANS We have them in our welcome packet
that is mailed to the patient on our web page.
, How do you update information in a patient's profile? ANS As we become aware of changes we will
update the information in the appropriate fields in IC+ or SR2
What are your triggers to send a call to an RPH ANS If the patient has any clinical questions or concerns
we have pharmacist speak with them.
What is the process for collecting and communicating payment? ANS 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
How do patients receive information on their disease and medication? ANS We provide verbal education
and written drug information leaflets, and other information as needed.
What do you do if a temperature is out of range? ANS Notify my Manager.
What is your service area? ANS WA, OR, AK, UT, MT, ID
How are back orders or out of stocks handled? ANS We notify the patient and prescriber as needed based
on the clinical significance. We make all attempts to utilize the Walgreen resources to obtain the product as
quickly as possible.
Do you have bio-hazardous waste? If so, where are the bins? ANS Show where the red bio-hazard "sharps"
waste container is kept.
How do you know if a recalled drug is currently being processed for an order and is still in the building such as
being in a tote or packed? ANS The report we run to identify if we have the product in inventory list drugs
in process of being filled, ready bin and recently filled. We would locate the product and not dispense it and
stop all in process deliveries.
Who has access to the pharmacy? ANS RPhs and Techs
Who has access to the controlled substances? ANS Only Pharmacists
How are customer returned goods handled ANS Not accepted
Solutions
What is your involvement in patient management? ANS Involves prescription dispensing, reimbursement,
counseling, and patient clinical care activities we do. My involvement depends on the role I am assigned for
the day.
How do we promote drug adherence? ANS Initial counseling on the importance of compliance, refill
reminder calls, recommendations to alleviate any side effects, and assistance obtaining financial assistance as
needed.
How do you collaborate with physicians or other healthcare providers involved in patient care? ANS We
communicate with them regularly in over the phone. If the patient has any issue or if we have a
recommendation/update we will call or fax.
How do you advocate for a patient's access to drugs? ANS Walgreens has access to many limited
distribution drugs. We also help with prior auths and get patients signed up for financial assistance programs.
How do you help with prior authorizations and appeals? ANS We work with the insurance company and
coordinate obtaining documents from the prescribers to help facilitate the process.
How do you address language barriers? ANS We have staff that are bilingual, use the Pharmacy
Translators Tools, and other health providers or caregivers.
If a patient emergency situation arises, such as a suicide threat what would you do? ANS Keep the patient
on the phone and get a team member to call 911 as outlines in our patient crises and emergency situation
policy.
How do you refer a patient to external support groups for help as needed? ANS We refer the patient to
local disease support groups or hospital social service. On our intranet site and disease state packets there are
also national groups we can refer them to.
How do you communicate patient rights and responsibilities? ANS We have them in our welcome packet
that is mailed to the patient on our web page.
, How do you update information in a patient's profile? ANS As we become aware of changes we will
update the information in the appropriate fields in IC+ or SR2
What are your triggers to send a call to an RPH ANS If the patient has any clinical questions or concerns
we have pharmacist speak with them.
What is the process for collecting and communicating payment? ANS 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
How do patients receive information on their disease and medication? ANS We provide verbal education
and written drug information leaflets, and other information as needed.
What do you do if a temperature is out of range? ANS Notify my Manager.
What is your service area? ANS WA, OR, AK, UT, MT, ID
How are back orders or out of stocks handled? ANS We notify the patient and prescriber as needed based
on the clinical significance. We make all attempts to utilize the Walgreen resources to obtain the product as
quickly as possible.
Do you have bio-hazardous waste? If so, where are the bins? ANS Show where the red bio-hazard "sharps"
waste container is kept.
How do you know if a recalled drug is currently being processed for an order and is still in the building such as
being in a tote or packed? ANS The report we run to identify if we have the product in inventory list drugs
in process of being filled, ready bin and recently filled. We would locate the product and not dispense it and
stop all in process deliveries.
Who has access to the pharmacy? ANS RPhs and Techs
Who has access to the controlled substances? ANS Only Pharmacists
How are customer returned goods handled ANS Not accepted
