URAC 3.0 and ACHC Audit Questions with 100% correct answers.docx, Exams of Biology

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URAC 3.0 and

ACHC Audit

Questions with

100% correct

answers

What is your involvement in patient management? - answer 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? - answer 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? - answer 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. How do you advocate for a patient's access to drugs? - answer We have 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? - answer We work with the insurance company and coordinate obtaining documents from the prescribers. Can you explain how patient language barriers, cultural beliefs and disabilities are addressed? - answer We speak to all patients

in a culturally competent manner. We have access to leaflets in 16 languages, the Dial-a- pharmacist translator tool via IC+, Voyce oral services (855-296-8838) are available for languages not listed in IC+ and hearing impaired customers. Written language translation services via [email protected]. (detailed info storenet> RX> Patient care> Patient services> translational services) If a patient emergency situation arises, such as a suicide threat what would you do? - answer Keep the patient on the phone and get a team member to call 911 as outlined in our patient crises 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? - answer In situations where patients 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? - answer 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. How do you communicate patient rights and responsibilities? - answer They are mailed along with the welcome booklet (excluding HIV patients) 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 patients profiles? - answer Describe main responsibilities during prescription intake and explain that as we become aware of changes, we update the information in the appropriate fields in the dispensing or management systems. What type of patient inquiries or situation trigger sending the call to an RPH? - answer If the patient has any issues with the medication, clinical questions, or concerns we have a pharmacist speak with them. What is the process for collecting and communicating patient payments? - answer 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. We discuss and offer Express pay where payment information can be safely stored in the system and processed automatically upon their approval.

How do patients receive information on their disease and medication? - answer We provide verbal education and written drug information leaflets. Other information is mailed to the patient in the welcome booklet. What do you do if a temperature is out of range? - answer Notify my Manager. What are the elements of a care plan? - answer A care plan is comprised of a problem, measurable goal with a target date, intervention(s), outcomes(s) patient motivation level assessment and coordination or care documentation. What do you do if the temperature is out of range? - answer Notify my manager. What is your service area? - answer Describe the areas serviced and state licenses held by your pharmacy. What happens if you obtain a prescription outside of your service area? - answer We

will utilize our other walgreens stores or our central specialty pharmacy to meet the patients needs. What is the process of out of stock or back order products handled? - answer 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. Where is the red biohazard sharps waste container located? - answer 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? - answer The recall information (list of drugs, NDC, and lot numbers) are communicated via Compass to the sites. We then identify if we have the product in inventory, in process of being filled, ready bins and recently filled. We would locate the product, do 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? - answer 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 C2 controlled substances?

• answer Only pharmacists have keys and access to the C2 cabinet. How are medication returns handled? - answer 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 placed immediately in the quarantined area or bin labeled "Do not use".fmsds

Where are the MSDS sheets kept? - answer Material safety data sheets (MSDS) can be accessed immediately online via the weblink. Each terminal has this link saved under favorites. LocalSPRx> Community-based specialty> operational procedures> MSDS online. Can you demonstrate how to access MSDS for 70% alcohol and 2 drugs? - answer Once logged into store net, we can pull these MSDS right away. Ensure team members know what to do in the event of the MSDS link being down. If the link is down the sites utilize the support office or a nearby store. Where is the Hazardous Drug/Chemoplus Spill kit located? - answer Ensure present and located near the compounding area or sink, and the plastic wrap is removed. Where is the Eye Wash Station located? - answer Ensure present, and located near the

compounding area or sink, and the plastic wrap is removed. Where are the cleaning supplies located? - answer Show the 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? - answer If not, order alcohol and keep in original manufacturer bottles. ONLY alcohol wipes not spray are used when wiping down hazardous counting equipment. How do we prevent cross contamination of drugs? - answer A separate labeled hazardous drug counting tray and spatula is used when counting. We wear nitrile gloves when dispensing 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? - answer We utilize green mylars (yellow for p-rated drugs) to identify hazardous drugs in the pharmacy. What precautions are taken when handling hazardous drugs? - answer We use separate counting trays and spatulas for hazardous drugs. We wear personal protective equipment and compound non-sterile hazardous drugs in an isolated area or powder hood if required by state law. How is the equipment used in the pharmacy cleaned, calibrated, random tested, and audited (ie scales, pill counters, and hoods). - answer 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 you site compounds, speak to the annual certification of hoods.

Where are the equipment maintenance logs kept? - answer Show where the logs are kept. How do we ensure compliance with the Drug Quality and Security Act? - answer Medication is ordered and purchased only through approved vendors (licensed wholesalers, vendors, or from MFR). suspicious products are reported to the situation 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 has a broken seal? - answer 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 SOC. The RX inventory team will then provide direction.

What do you do if the refrigerator or freezer is out of range? (Refrigerator temperature range is between 35-46F Freezer temperature should be at least 5F or less - answer Document the issues on the TempAlert log, notify 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 77F and room humidity less than 65% - answer Room temp and humidity is checked and recorded throughout the day by Temp Alert. The MGR is notified if out of range. How is recalled, discontinued, expired, damaged, adulterated, unacceptable, or misbranded product handled? - answer If we found an Expired, Damaged, Adulterated, unacceptable, or misbranded product it would immediately be quarantined ("DO NOT

USE" bin) and we would contact SOC for directions. Patients and prescribers would be notified as needed per medication handling policy. How do you dispose of products that are expired, returned, recalled, discontinued, and damaged? - answer We quarantine the product in the "DO NOT USE" bin and then return to Walgreens Windsor Returns Center or Inmar on a routine basis. How is inventory reviewed for expiration dates? - answer 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 Inmar based on the type of product. What are the cold chain distribution processes, and what steps are taken to

ensure integrity of the product? - answer 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? - answer All cooler and pack-outs have been validated to maintain temperature for 36 hours. We are currently using two seasonal pack-outs. We use the Summer starting in the spring and Winter starting in late fall. RMGO has that flexibility to use either pack out depending on the weather in their respective area. How are packages tracked to ensure they arrive as expected? - answer Our location typically ships an average of "__" shipments per week. Shipments are monitored to ensure they arrive on time. We get and 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? - answer We notify the 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? - answer We only ship into states where our pharmacy is licensed in or as allowed per state law. Are the shipping scales estimated? - answer 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? - answer 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? - answer Yes, validation studies are performed periodically and are available from the support office upon request. What is your involvement in Quality Management? - answer We report any incidents, complaints, or problems to the RPh 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? - answer Any expression of dissatisfaction by a customer. How are complaints/suggestions handled? - answer Complaints/suggestions received directly from patients are documented in the Store level feedback web form and immediately communicated to a manger 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? - answer 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? - answer 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 divisional Quality Improvement Projects (QIPs) - answer We have two main projects that are a part of our performance improvement program:

1. Improving patient assessment compliance rates
2. Reducing incorrect packages sold to the patient (IPSP)

LocalSPRx> community-based specialty> operational procedures> quality management program policy How often does the Quality Management Committee (QMC) meet? - answer This Support Office and regional committee meet quarterly. Where is the Store Emergency Plan located And when would it be used? - answer Show where this is located in the store and give exampled rehearsed during the "What if" drill. Have you participated in store emergency "What if" drills? - answer We run 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. What happens if your facility cannot ship drug? B. If the patients home is damaged? - answer We

would work ahead if there is advanced 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 the could pick up the 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? - answer We would work with our SOC to implement our emergency plan. Call can be routed to the site for VM, the nearest open specialty site, a 24 hours store or our specialty support center. Have you been trained on the Store Emergency Plan in the last year and are you aware of where the fire extinguisher is located in the pharmacy? - answer 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? - answer 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? Do you receive and annual performance review?

• answer New hire orientation, job shadowing, and on the job f/u training. All performance reviews are completed annually. How do you know what your job duties are? - answer 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 - answer They are posted on our intranet sites. How is staff educated on compliance, regulatory, and accreditation requirements? - answer Annual training is assigned and

tracked via LTMP including but not limited to PHI and HIPAA, URAC/ACHC, conflict of interest, etc. Did you receive Accreditation training? - answer Yes, we receive LTMP training on accreditation. Did you sign a confidentiality agreement? - answer 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? - answer Looking up private patient information 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 WAG? - answer Notify my supervisor or call the Hotline of the Compliance office at 1855 WAG CODE

What would you do if an ethics or compliance problem could not be handled within the company? - answer notify the state BoP How is PHI protected? - answer All discarded patient information is properly placed in the DPO/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? - answer Report PHI breach to RMGO/RXM or pharmacist on duty who then fills out the disclosure form on storenet AND contact the privacy office. What would you if a HIPAA violation was brought to your attention by a pt? - answer Notify my manager who would inform the Privacy Office.

Do you ever email information to physicians or payers? - answer Very rarely, if we do it's encrypted. Can you put information on thumb drive? - answer No, all external computer ports are deactivated. Are you aware that the hood (biological safety cabinets) needs to be recertified annually if they are being utilized to compound hazardous drugs? - answer 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? - answer All appropriate 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 compound training? - answer RMGOs at compounding locations will assign the appropriate compounding training to all staff. What type of drug compounding do you conduct? - answer Explain the type of compounding done at your pharmacy. Are you informed on how to obtain compounding recipes? - answer Team members should always use recipes from IC+, storenet, or as provided from the Walgreens compounding support team. Can you explain how we facilitate transition of care patients? - answer A medication profile is made available to the patient or health care entity the patient is transferring to. Which types of patients do you consider High risk when taking specialty medications? - answer Our high risk population consist of