Pharmacy Professional URAC Prep & Interview Questions, Exams of Nursing

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URAC Prep/Interview Questions 4.0 with

Correct Solutions 2024

What do you do if a temperature is out of range? Notify my manager. What is your service area? Describe the areas serviced and state licenses held by your pharmacy. What happens if you obtain a prescription outside your services area? We will utilize our other Walgreens stores or our Central Specialty Pharmacy to meet the patient needs. What is the process of out of stock or back order products? We notify the patient and prescriber, as needed, based on the clinical significance. We make all attempts to utilize Walgreens resources to obtain the product as quickly as possible. Where is the red biohazard sharps waste container located? 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? The recall information (listing of drugs, NDC, and lot numbers) are communicated via Compass to the sites. We then identify if we have the product (stock bottles and filled prescription vials) in inventory, in process of being filled, ready bins and recently filled. We would locate the product, not dispense it and stop all in-process deliveries. All products will be segregated into a quarantine area labeled "Do Not Use." Who has access to the pharmacy? Access is limited to active pharmacy team members under the direct supervision of a registered pharmacist at all times. All keys are collected and locks are changed as needed when team members separate from the company. Who has access to CII controlled substances? Only Pharmacists have keys and access to the CII cabinet. How are patient medication returns handled? Our policy is that we do not accept returns except in extreme rare cases. If accepted in rare circumstances per our policy, patient information is removed and the product is place immediately in the quarantined area or bin labeled "Do Not Use." How do you ensure ongoing compliance with FDA guidance and self-imposed manufacturer requirements?

We receive communications from the support center when there are changes we need to know regarding medications. In addition we reference QRGs (Quick Reference Guides) on our intranet site for any requirements surrounding our Limited Distribution Drugs (LDDs). We have a system, Promote, where we can input medication specific requirements for many LDDs. FDA required and updated medication guides automatically print at product review and are attached to the patient's bag by the pharmacist. How does a new patient find out how to transfer their medications? Patients receive information in the welcome packet (and linked website) as to how they can transfer in and out prescriptions. In addition, if we determine we cannot fill a medication we proactively reach out to patients to discuss their transfer options. Where should conversations regarding coverage/benefit issue resolutions be documented? In Asembia. How do you verify a patient is within your site's scope of services? Our team reviews each prescription, to see if we are licensed to ship to the patient (if needed), whether we have LDD access to the medication, and whether special situations may be present (complex/hazardous compounding, 340B access etc.) We utilize resources on store net if we are unsure about access in any of these categories. Where are the MSDS sheets kept? Material Safety Data Sheets (MSDS) can be accessed immediately online via the web link. Each terminal has this link saved under favorites. LocalSPRx>Community-Based Specialty> Operational Procedures>MSDS Online. In addition we can call MSDS in the event of an internet outage. Can you demonstrate how to access MSDS for 70% Alcohol and 2 drugs? Once I log into StoreNet, we can pull these MSDS up right away. Ensure team members know what to do in the event of the MSDS link being down. If the link is down, sites utilize the Support office or a nearby store. Where is the Hazardous Drug/ Chemoplus Spill kit located? Ensure the Spill kit is present in the pharmacy and located near the compounding area or for non- compounding pharmacies, near the sink. Where is the Eye Wash Station located? Ensure the Eye Wash Station is present in the pharmacy and located near the compounding area or sink, and the plastic wrap is removed. Where are the cleaning supplies located? Show that cleaning supplies are kept under the sink or in a segregated area away from drugs. Where is the alcohol spray bottle area located? Are all spray bottles in their original manufacturer containers?

If not, order alcohol spray bottles and keep in their original manufactured bottle (i.e. not in a generic water spray bottle labeled as alcohol). ONLY alcohol wipes (not spray) are used when wiping down hazardous counting equipment. How do you prevent cross-contamination of drugs? A separate labeled hazardous drug counting tray and spatula is used when counting and repackaging individual doses that are not in unit dose packaging. We wear nitrile gloves when dispensing a hazardous product, and when required. The counting tray and spatula are cleaned with 70% isopropyl alcohol wipes after each use. Pill counters and dispensing machines are NOT used for hazardous drugs. How are hazardous drugs identified in the pharmacy? We utilize green mylars (yellow for p-rated) to identify hazardous drug in the pharmacy. What precautions are required when handling hazardous drugs? It is critical to use separate labeled counting trays and spatulas for hazardous drug handling. We wear personal protective equipment, as necessary. Non-sterile hazardous drug compounding is performed at specialized sites under a powder hood. How is the equipment used in the pharmacy cleaned, calibrated, randomly tested, and certified? (i.e. Scales, Pill Counters, and Hoods) All equipment is calibrated daily. Scales are cleaned on each day of use. Random testing is done monthly and documented on the Equipment Log. The log is signed by a pharmacist at the end of each month to ensure tasks were completed as the audit. If your site compounds, speak to the annual certifications of hoods. Where are the equipment maintenance logs kept? Show where the logs are kept. How do you ensure compliance with the Drug Quality and Security Act? Medication is ordered and purchased only through approved vendors (i.e. licensed wholesalers, vendors or direct from the manufactures); suspicious products are reported to the Security Operations Center (SOC) and

quarantined until disposition direction is provided. What would you do if a suspicious drug was received from the vendor? Such as a product that appears counterfeit, has an unusual odor, or as a broken seal? If we suspect that medication has been compromised or has become unacceptable for patient use, we segregate the product. Quarantine the product and report it to the Security Operations Center (SOC). The RX Inventory team will then provide direction. What do you do if the refrigerator or freezer temperature is out of range? (Refrigerator temperature range is between 36-46°F Freezer temperature should be equal or less than 5°F) Document the issue on the TempAlert log, notify the manager/staff pharmacist, and document action taken to resolve the issue. If temperature does not return to normal and stabilize after an appropriate period of time, we would contact the SOC and medication will be moved to an alternate working refrigerator on Temp Alert and repair service called. How is the Pharmacy Room Temp and Humidity monitored? Room Temp is less than 77 degrees Fahrenheit and Room Humidity is less than 65%. Room Temp and Humidity is checked and recorded throughout the day by Temp Alert. The manager is notified of any out of range readings. How is Recalled, Discontinued, Expired, Damaged, Adulterated, Unacceptable, or Misbranded product handled? If we found an Expired, Damaged, Adulterated, Unacceptable, or Misbranded product it would immediately be quarantined ("DO NOT USE" bin) and we would contact the SOC for directions. Patients and Prescribers would be notified as needed per our Medication Handling Policy. How do you dispose of products that are expired, returned, recalled, discontinued, and damaged? We quarantine the product in the "Do Not Use" bin and then return to Walgreens Rx Return Center or designated reverse distributor on a routine basis. How is inventory reviewed for expiration dates?

We complete a review of on-hand inventory and pull drugs that are expiring 3 months out. New inventory is placed behind older inventory to ensure maximum expiration dating. All pharmacy stock found to be expired will be segregated into a quarantined area or bin labeled "Do Not Use". These products will be returned to the Walgreens Rx Return Center or designated reverse distributor based on the type of product. How are patients educated on reporting of suspect medications? Patients receive a welcome packed with a link to walgreens.com/specialty where they can report any product concerns. How would you handle a patient reporting a potential suspect medication? We would handle it just like if we discovered a potentially suspect medication at the store level, and follow the Suspect Product Handling Job Aid. What are the cold chain distribution processes, and what steps are taken to ensure integrity of the product? We prioritize checking refrigerated product so it is not left out of the refrigerator too long. We package shipments per a standard approved pack out per season. How long are designed seasonal pack-outs able to keep the medication within range? All cooler and pack outs have been validated to maintain temperature for 36 hours. We are currently using two seasonal pack outs. We start using the Summer pack outs in the spring and Winter pack outs in late fall. RMGO has the flexibility to use either pack out depending on the weather in their respective area. How are packages tracked to ensure they arrive as expected? Our location typically ships an average of '_____' shipments per week. Shipments are monitored to ensure they arrive on time. We get an exception report from FedEx or our courier calls us if there is an issue so alternate arrangements can be made. Our site is set-up with Small Parcel to receive FedEx exception reports. What is the process for any shipping delays or missed shipments? We notify our manager of any shipping delays. We reach out to the patient to see when it is needed and reship based on the needs of the patient. Prescriber is notified of shipping delay if it causes a delay in starting or continuation of therapy. How do you know which states you can ship into?

We only ship into states where our pharmacy is licensed in or as allowed per state law. Why are the shipping scales estimated? Our shipping scales aren't required to be calibrated since we are not using these scales to weigh packages, the support office has negotiated shipping rates. How are drugs packaged to ensure safety and integrity? Pill bottles contain child proof caps, are placed in stapled bags and placed in tamper proof bags and bubble mailers. Have the shipping pack-outs been tested and validated? Yes, validation studies are performed peridoically and are available from the Support Office upon request. How do you monitor for weather and other expected shipping delays? We use multiple resources including local weather reports, SOC email alerts, FedEx notifications (and any other local resources) How do you determine when a shipment should be held? We consider several factors including FedEx/weather/SOC alerts, and availability of the receiver to accept the package (i.e. not shipping to a prescriber on a weekend) Which packout should be used to ship frozen medications? We do not ship frozen medications. What is your involvement in Quality Management? We report any incidents, complaints, or problems to the pharmacist and our manager. We utilize the peer review process if any error occurred and work as a team to improve. How do you define a complaint? Any expression of dissatisfaction by a customer/prescriber. How are complaints/suggestions handled? Complaints/suggestions received directly from patients or prescribers are documented in the Store Level Feedback web form and immediately communicated to a manager for resolution. Complaints/suggestions received via our toll free

number or online are routed to the RMGO for resolution. What are the time frames for responding to patient complaints? Complaints will be resolved as urgently as deemed necessary based on the clinical situation. We strive to resolve most situations within 48 hours but all complaints must be resolved within 10 business days. How are complaints documented at the store level? The situation and resolution are entered into a form that is located on our intranet site for tracking. The RMGO gets a quarterly summary report. What are the two Quality Improvement Projects? (QIP) We have two main projects that are a part of our Performance Improvement program:

1. RMGO Patient Management Audit Completion
2. Reducing Incorrect Packages Sold to Patient (IPSP) LocalSPRx > Community-Based Specialty > Policies

Quality Management Program Policy How often does the Quality Management Committee (QMC) meet? The QMC meets quarterly. Where is the Store Emergency Plan located and when would it be used? Show where this is located in the store and give examples rehearsed during the 'What If' drill. Have you participated in store emergency "What If" drills? We run a what-if drill yearly to ensure all team members are aware of the steps and their role in case of an emergency. Yes our last one was... How are patient's prescription needs handled in the event of a disaster? A) If your facility cannot ship drug? B) If the patients home is damaged? We would work ahead if there is advance notice. A) We would work with another local specialty, retail store, or central to dispense the product to the patient.

B) We would work with the patients to see if they could pick up medication from another Walgreens store or if we could ship to an alternative work or relatives address. How are calls routed in the event of a disaster? We would work with our SOC to implement our emergency plan. Calls can be routed to the site for VM, the nearest open Specialty site, a 24 hour store, or our Specialty Support Center. Have you been trained on the Store Emergency Plan (SEP) in the last year and are you aware of where the fire extinguisher is located in the pharmacy? Yes we are trained on the SEP every year and our fire extinguisher is located '_____' in our pharmacy. What is the responsibility of a licensed staff member to report an adverse change in their license status? Employees are required to notify their manager of an adverse change in licensure or certification status before working their next shift. How were you trained in your position and do you receive an annual performance review? New hire orientation, job shadowing and on-the job follow-up training. All perfomance reviews are completed annually. How do you know what your job duties are? We all have job descriptions and have a variety of duties within the pharmacy based on the station we are assigned to. How do you access Policy and Procedures? They are posted on our intranet sites. How is staff educated on compliance, regulatory, and accreditation requirements? Annual training is assigned and tracked via Learning & Talent Management Portal (LTMP) including but not limited to PHI & HIPAA, Infection Control, URAC/ACHC, Conflict of Interest, etc. Did you receive Accreditation training? Yes, we receive LTMP training on Accreditation. Did you sign a confidentiality agreement?

As part of our Conflict of Interest and PHI training we acknowledge agreement to keep information confidential. What would be a conflict of interest for you? Looking up private patient information if it didn't pertain to your responsibilities. Referring business to my own or relatives company. What would you do to report an ethics or compliance problem at Walgreens? Notify my supervisor or call the Hotline of the Compliance office at 1- 855 - WAG-CODE (1- 855 - 924 - 2633). What would you do if an ethics or compliance problem could not be handled within the company? Notify the State Board of Pharmacy. How is PHI protected? All discarded patient information is properly placed in the DPI/Shred bins. There is a consultation room for Pharmacist counseling. When speaking with a patient in person we try to keep a low voice. We sign off (lock) computers if we will be leaving our terminals. In the event of a PHI breach, who would you report this matter to? Report PHI breach to the RMGO/RXM or Pharmacist on duty who then fills out the disclosure form on StoreNet AND contact the privacy office. What would you do if a HIPAA violation was brought to your attention by a patient? Notify my manager who would inform the Privacy Office. Do you ever email information to physicians or payers? Very rarely and when we do, it must be encrypted. Can you put information on a thumb driver? No all external computer ports are deactivated. Are you aware that the hood (biological safety cabinets) needs to be recertified annualy if they are being utilized to compound hazardous drugs?

All actively hazardous compounding pharmacies must have their hoods (biological safety cabinets) recertified by an outside licensed technician annually. Are you aware of what protective personal equipment should be worn during hazardous compounding? All appropraiate PPE should be worn during compounding including: nitrile gloves, chemo gown, shoe covers, facial hair cover, head cover and face shield. Are you aware that all staff at compounding locations should complete an annual compounding training? RMGOs at compounding locations will assign the appropriate compounding training to all staff. What type of drug compounding do you conduct? Explain the type of compounding done at your pharmacy. Are you informed on how to obtain compounding recipes? Team members should always use recipes from IC+, StoreNet, or as provided from the Walgreens compounding support team. Do compounds filled by your site or triaged to another Walgreens need to follow any laws/guidelines? All compounds made at Walgreens meet or exceed USP 800 requirements as well as any applicable state or federal laws. 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. How do we promote drug adherence? During initial counseling, we discuss the importance of medication compliance, refill reminder calls, recommendations to alleviate any side effects, and assistance obtaining financial assistance when needed. How do you collaborate with physicians or other healthcare providers involved in the patients care?

We communicate with patients regularly in person and over the phone. If the patient has any issues or if we have a recommendation/update we will call or fax their prescriber a communication. How do you advocate for a patient's access to drugs? We have access to many Limited Distribution Drugs (LDD) within the Walgreens chain. We also help with prior authorizations and get patients signed up for financial assistance programs if needed. How do you help with prior authorizations and appeals to ensure access to medications? We help facilitate the process by working with the insurance company and coordinate obtaining documents from the prescribers. Can you explain how patient language barriers, cultural beliefs and disabilities are addressed? We speak to all patients in a culturally competent manner, and review ingredients in medications to accomodate cultural restrictions as requested. We have access to patient leaflets in 16 languages and Voyce Oral Services (855- 296 - 8838) are available for verbal translation services and for hearing impaired customers. Written Translation is available via [email protected]. Detailed information on Pharmacy Translation Services is available at StoreNet> RX > Patient Care> Patient Services> Translation Services. 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. All other emergency situations are referred to a Pharmacist immediately. Can team members explain how we refer patients to external pharmacies if the patients needs cannot be met? In situations where the patient's needs cannot be met by our pharmacy, (ie: Walgreens out of coverage network) we inform the patient immediately and work to transfer care to the pharmacy the patient chooses. Transfer logs/records are available from IC+.

How do you offer clinical support or refer a patient to external support groups for help when needed? Information regarding patient support services are available from our staff by telephone, email, and in person during open hours. A pharmacist is always available to provide clinical support. When needed, we refer patients to local or national disease support groups. Our intranet site has a list of support groups to refer to as well as disease state support networks. We also coordinate care with external groups as part of the review of social determinants of health. How do you communicate rights and responsibilities to the patient? Patient rights and responsibilities are mailed along with the welcome booklet and is managed through Asembia1. These materials are available in print on-site and also posted on our website for patients who do not want to receive mailing materials. Explain the prescription intake process. Also, how do you make updates to a patient's profile? Describe your main responsibilites during prescription intake and explain that as we become aware of changes, we update the information in the appropriate fields in the dispensing or patient management systems. What type of patient inquiries or situations trigger sending the call to a Pharmacist? If the patient has any issues with the medication (adherence or side effects), clinical questions, or concerns we have a Pharmacist speak with them. What is the process for communicating and collecting patient payments? Since the majority of our billing is through on-line adjudication, we have this information and inform the patient upfront of all charges as much as possible. We discuss and offer Express Pay where payment information can be safely stored in the system and processed automatically upon their approval. In addtion the cash price is available

upon request (and on the patient's leaflet).If a patients insurance is out of network we will provide difference in cost if available and requested. How do patients receive information on their medication and disease? We provide verbal education and written drug information leaflets. Other information is mailed to the patient in the Welcome Booklet. When should a care plan be implemented and how is it shared with another provider during transition of care to communicate patient issues? Care Plans are created when an ongoing problem is identified or requested by the patient at Initial Assessment, Refill Reminder Call, 6-Month Reassessment, and as needed during a Transition of Care. The Care Plan is verbally communicated to the patient or can be printed to share with a new provider if requested and authorized by the patient. What are the elements of a care plan? A Care Plan is comprised of a Problem, Measurable goal with a target date, Intervention(s), Outcome(s) Patient motivation level assessment and coordination of care documentation. What are the social determinants of health? Financial, Employment, Physical Environment, and Social Support How would you handle a social determinant of health that cannot be resolved by pharmacy personnel? We would coordinate care with the appropriate entity using the Coordination of Care Job Aid. Do we provide patient management services if a third party doesn't cover a medication? Our patient management services are provided free of charge to all patients. In addition, we seek out financial resources for eligible patients to help with the cost of the medication(s). How does your team accommodate the cultural differences of your patients? Every team member undergoes cultural and diversity training. We make accommodations, if possible for patients when we can. An example of

this is for our vegan patients we have alternate compounding recipes, and our pharmacist is always ready to review drug information for any ingredient a patient may not be comfortable consuming. (or local example) Can you explain how we facilitate transition of care for patients? A medication profile is made available to the patient or healthcare entitiy the patient is transferring to. Which types of patients do you consider High Risk when taking specialty medications? Our high risk population consist of Pregnant, Pediatric (<18), and Elderly (≥60). These conditions are documented in IC+ and Asembia to ensure appropriateness of the medication and dose is prescribed. How are Initial Assessments handled? When the Pharmacist conducts a Prescription Data Review and DUR they assess the appropriateness of the medication using the med profile, allergies, diagnoses, ability to self administer, therapeutic goals based on possible outcomes of therapy , medical history, and health conditions in the patient profile. We do medication reconciliation and provide education to the patient. Any concerns are addressed with the physician as needed. This is all documented in the RPh Initial Assessment. How are clinical Reassessments conducted? A reassessment is conducted by a pharmacist at a minimum of every 6 months and documented in the RPH Reassessment. The pharmacist conducts a medication reconciliation to ensure we have a complete and accurate medication list, checks allergies and health conditions, patient's tolerance to the medication and compliance are also assessed. A reassessment can be done at any time during treatment if requested by a patient, provider or if the pharmacist deems it necessary. How often do you conduct a medication reconciliation? At the time of initial assessment, reassessment, and transition of care to another provider.

How do you conduct a complete medication reconciliation? Medication Reconciliation involves reviewing the medication list to ensure it is accurate, and/or discussing with the patient, and/or other providers to ensure it is accurate. The medication list must contain all prescription medications, OTC's, herbals, and supplements the patient is taking. How is the patient educated on their medications, disease state, and patient care management program/plan of care? Patients are verbally offered counseling at the start of therapy. During the initial contact we explain our patient management process which includes refill reminder calls, clinician monitoring, and the importance of the patient contacting us with any medication changes or issues. Written medication leaflets are provided with the prescription and additional material (including links to online resources) is mailed to the patients. How are patients At-Risk of noncompliance identified? Through discussion with the patient we may identify a patient that could benefit from additional medication, disease state knowledge, coordination of care, or financial assistance if they have a lack of financial means to afford the medications. In addition, we identify patients who have late or missed refills. We help the patient through these areas by providing education and support to prevent or improve noncompliance. How are the individual needs of the patient addressed? If there are unique needs or requests from the patient we will do our best to accommodate them. We will work with prescribers to adjust their therapy if possible to meet their individual needs. Can you explain REMS requirements and how they are identified and met? REMS medication guides automatically print from IC+. If the drug is LDD, we have specific procedures based on individual drug requirements listed in each QRG.

How are patient needs handled after hours? Every Community-based location is partnered with a 24 hour retail location. The phone system (IVR) offers to transfer the patient to the 24 hour location or to leave a voicemail for pharmacy staff. Name the 5 new counselling elements required for each specialty patient. (Pharmacists must know all 13 counselling elements) New Elements for 4.0:

• Expectations and possible outcomes of therapy
• Duration of therapy
• Missed dose management
• Safety precautions
• Vaccinations, as appropriate. Name the 8 existing counseling elements required for each specialty patient. (All Team Members must know all 13 counselling elements) Exisiting Elements for 3.0:
• Proper use
• Timely administration or intake
• Side effects including prevention, minimization and management
• Contraindications
• New or changed medications, including prescribed and over-the-counter medications and supplements
• Disposal
• Safe handling
• Storage. What 7 elements should be considered when evaluating appropriateness of therapy? Diagnosis, Medication list, Comorbidities, Allergies, Medical history, Patient's ability to self-administer medication, Therapeutic goals based on possible outcomes of therapy.

Where do you document Patient or Prescriber non-telephonic clinical questions? And how quickly must they be resolved? We document these interactions in the store level feedback form on Storenet, including the date received and resolved. We resolve in 2 business days. How do you promote cost-effective medication management? Outcomes MTM identifies opportunities for patients. Our DUR review process identifies duplicate therapies and brand/generic opportunities. We offer 90 day supplies to patients when appropriate. When was the last time you conducted a completed business continuity test? Did you bring your IT systems completely down and restart them? We have conducted a "What If" Business continuity simulation test. Our IT and Business Continuity team conducts simulation tests corporately (or uses real world events) and records of this are our on intranet site. What clinical resources are available for you other than policy and procedures? We have access to electronic drug information sources and disease state information on StoreNet. We also have Disease State experts we can call for assistance. How is inventory managed and ordered? Our computer system aids in creating reorders of inventory. Some specialty medications are ordered specific to a patient. If we receive a prescription for a non-stocked product, we use all our Walgreens resources to obtain it. If we feel we will receive future prescriptions for the product we will then stock it. How do you ensure compliance with regulation requirements and how updates are communicated to you? Our Support Office Professional Affairs team keeps up-to-date on all new regulations via several mechanisms. They update our policies and inform us to ensure compliance. If we become aware of a change we will discuss it with our manager for them to communicate up to professional affairs. Can you show where the server cabinet is located, is the cabinet locked?

Cabinet should be locked at all times to protect electronic PHI. Where should conversations regarding DUR resolution with a third party or prescribers office be documented? In IC+ and in Asembia. How do you handle a humidity excursions? First I would open a Storecare ticket to fix the underlying issue causing the excursion. Then I would reach out to district leadership to discuss the safety of our inventory (and involve the support center if needed) How do you ensure the integrity of drug vendors? We can only order through an approved wholesaler or direct from manufacturers. What procedures are in place to ensure a consistent supply of medication in the event of a disaster? We would work ahead if advance notice is given. We would also work with our Security Operations Center to implement our disaster plan. Based on the situation we can access medication from other stores or set up special arrangements with our wholesaler as needed. When would you need to notify a prescriber/patient about a suspected unacceptable medication? If notified of an unacceptable medication waiting for shipment, we would contact the receiver (patient or prescriber) and discuss alternative options to obtain medications. The support center handles outreach for patient level recalls to affected patients. Who is responsible for verifying new hire licenses? How is it done to ensure "primary source verification" via the Board of Pharmacy directly? This is done by HR during the hiring process. License information is also verified locally via the Boards of Pharmacy website for all licensed employees once yearly. How is Employee Orientation and Training documented?

Training is documented in our LTMP program. Orientation is documented via the Local Specialty Employee Orientation and Training Acknowledgement form. How are Pharmacists trained on disease states and new drugs? Walgreens has resources on our intranet and provides training/communication as needed. What performance measures are monitored? Satisfaction, medication events, dispensing amd distribution accuracy, telephone answer rates, abandonement rate and complaints/praises/feedback. What is your role in analyzing dispensing errors? We evaluate our STARS reports and conduct Peer Reviews to prevent further errors. How is patient satisfaction measured? We continuously monitor this directly from customer feedback via the receipt survey. Net Promoter Score (NPS) is a key measure we continually monitor and work to improve. Can you provide a list of complaints for your pharmacy? Show the URAC Reviewer a list of any past complaints. What process does your pharmacy have in place to improve the service they provide to your patients? We are continuously working to ensure patients and prescribers are satisfied with our service. We monitor patients NPS scores and complaints on an ongoing basis. How do you handle a medication event or adverse reaction? Advise the patient to contact their physician or seek immediate medical attention based on the scenario. If the adverse reaction was due to a potential prescription error or a potential error in clinical judgement, we document in STARS. We follow the ADR policy to report to the FDA or manufacturer as required. How are you provided guidance on QMC priorities and projects? Important communications from the quality team are disseminated to our teams via leadership meetings and Compass communications.

How would the pharmacist determine if a cold chain package that has experienced shipping delays is still safe for the patient to use? The pharmacist would consult the manufacturer and/or leverage all available drug information to determine if the product is safe to use. How are patients notified of delivery times? Outreach is made by the local specialty site and delivery is discussed with the patient before shipment to ensure patient availability. If you suspected a patient is being abused or mistreated what would you do? We would report the suspected case to the pharmacist who will seek to validate the suspicion. What do you do when pharmaceutical storage conditions fall outside of the established range for an extended period of time? Contact the Security Operations Center (SOC) which would then deploy the Regional Incident Management Plan. What infection control procedures do you follow in your day-to-day tasks? We have a yearly bloodborne pathogens and safety training that includes an exposure control plan detailing standard precautions - ie treat all blood and bodily fluids as if they are infectious, the use of PPE, proper bio-hazard material engineering controls (sharps containers), proper hand washing steps, needlestick safety and precaution. Are supervisors available during all hours that service is provided? Yes, we can reach our supervisor via email or phone during open hours. How do you communicate to patients how they can report a complaint? We list consumer complaint information in our welcome packet and receipt survey information is listed on their sales receipt. What is your accident/incident reporting process? In emergencies, we contact the Security Operations Center (SOC) at 866- 924 - 7411 (866- WAGS411). For non-emergency related incidents we would contact our manager/supervisor and the 24/7 Nurse Triage Line (877- 872 - 0911) if needed.

How are prescriber credentials verified for electronic prescriptions by the organization? All prescriber credentials are verified by LexisNexis, an electronic database that verifies a prescriber's prescriptive authority each time a prescription is processed in IC+. How do you educate the patient on proper storage of pharmaceuticals? This is addressed in the Initial Assessment and is also located in the patient leaflet provided with the medication.