To cancel an order, you simply need to tag the honahlee team by writing @honahlee in the pharmacy chat, and explain why the cancellation is required. Below are some examples of communications we would consider as acceptable cancellation reasons:
"@honahlee patients scripts are expired, and they have no valid scripts on their ASL"
"@honahlee the patient has reached their monthly limit, and prefers to cancel the order rather than wait until the month ends"
"@honahlee patient has hit their dispensing interval and prefers to cancel their order rather than wait until they are able to order again
"@honahlee patient has contacted us directly and requested cancellation due to X reason"
"@honahlee the patient has requested a substitution, which we can not supply, and does not want their order transferred"
"@honahlee the patient has ordered a product that we don't have in stock, but does not want their order transferred to another pharmacy"
The below outline reasons that are not appropriate for cancellations, as well as the reason why, and an alternative approach
- A patient is requesting a substitution, and your pharmacy is unable to provide one
This reason alone does not warrant a cancellation. Should a patient be requesting a substitution, the first thing you need to tell them is that your pharmacy is unable to provide one.
However, other pharmacies in Victoria are still able to provide substitutions providing 1) the script does not clearly stipulate substitutions are NOT allowed and 2) that the "Substitution not permitted" box is not ticked.
So long as these two situations are present in the patients script, it means some pharmacies may be able to provide a substitute. In these cases, your job is to explain to the patient whether or not their script allows substitution based on the above criterea, and if it is allowed, ask the patient if they would like their order transferred to a pharmacy that can provide a substitution. If the patient says yes, then you can put the order up for a transfer with our Transfer feature.
- You don't have stock of a certain product, and the product is out of stock or discontinued.
Just because your pharmacy doesn't have any remaining stock of this product, and the product is displayed as OOS/discontinued through Catalyst, it doesn't mean that no other pharmacies have stock.
In this situation, we expect you to explain the stock situation to the patient, and then explain that it's possible another pharmacy may have some remaining stock, and ask the patient if they would like to put the order up for a transfer. Only if the patient says no to the transfer, should a cancellation be requested for the order
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