A transfer makes sense in a few situations, all of which we'll outline below, but all relate to a situation where for whatever reason, you're unable to fulfil an order as requested by a patient.
1. The patient has ordered a product that you had incorrectly listed as in stock
If a patient has ordered a product from you understanding that it will be shipped today or tomorrow, it's reasonable to assume that the patient was expecting this product to be sent within the timeframe communicated. If you didn't have your stock correctly updated, and you do not in fact have the product in stock, you should let the patient know via the chat, and offer them a transfer to another pharmacy in stock should they wish.
2. A patient wants a substitution, and they script does not mention anything regarding substitutions
Some Victorian pharmacies can still provide substitutions, as long as the product ordered is similar to the product listed on the script. Therefore, if your pharmacy cannot provide a substitution due to regulations or company policy, it's still possible that another pharmacy in Victoria can.
How to know if a substitution is possible? If the patient's script:
a) does not have the "no substitutions" box ticked
and/or
b) no comments have been made in the annotations section of the script about a substitution NOT being possible
then it's likely that a substitution will be possible.
3. A patient has requested it
If you have a patient asking you to transfer their order to a different pharmacy due to wanting a closer pharmacy, an unexpected shipping cost, or any other reason, we expect pharmacies to offer a transfer for the patient.
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