User Manual
Contents
1. Data transfer Delegate Dispense system Dispense date Dormant prescriptions Due date E Error Existing customer F Follow up customers G Group H Health Indicator Health information Holiday Home screen M Main actions Main interface Manage my tasks top User Guide 24 a o IN B IO ID m e 0 6 me QJ N O SSI NIE te N IO In 100 ID D ID ID Index Medicare status My tasks N New customer New prescriptions p PDLA Group Technical Support Pending registration Preferred communication method Prefill prescriptions Prefill service Print Q Quick Search R Registration Reminder history Reminder interval Reminder service Repeat reminder interval Reports S Safety Net Rule Self cleanse Status T Today s action list V Voice IN iS IN lb to Lo IS R 00 me oe IF e E e je e 00 BIS IS N Ko E 1o NiS ls 100 IS top User Guide 25 G Addendum Example SMS reminder Hi JOHN You have amp prescriptions due on September 2 We can prepare your DBL Aspirin Noten Nitrolin gual Pumpspray Monodur 60 mg Deptran 50 Lipitor Moxiclay and Dithiazide You may see your doctor for renewal of DBL Aspirin Moxiclay and Dithiazide Text 1 to prepare your scripts for pick up after 1 day PDLA Training TEST MSG 0738082944 2 09 2011 6 03 34 PM Example Consent form Dear Mrs Georgia JT SUS OP2. In the Action Task Detail the following information variables can be set v Repeat Reminder Interval the number of days between two prescription repeats Send Reminder Message the timing for the reminder to be sent number of days before the next prescription is due The default setting is 7 days Contact PDLA Technical Support if you wish to adjust the default setting Y On Reserve tick this box if your pharmacy has a spare prescription for this customer When the last repeat is in use and this box is ticked the system will not send the customer back to doctor for a renewal Once this spare prescription is in use the On Reserve button needs to be un ticked top User Guide 12 VY Prefill Service this medication is registered for the prefill service Your pharmacy holds the prescription for this medication on file The prefill authorisation reminders are automatically sent to the customers unless the repeat prescription has already been collected by the customer How does it work v The number of repeat interval days is automatically calculated with help from the Product Master to enhance efficiency The Product Master is a reference file that uses PBS codes is validated by pharmacists and is constantly refreshed However you can still overrule the suggested number of days The system always sends the reminders based on the last dispense date The system consolidates the reminders when cus
3. Double click on the customer s name to select the customer he Customer Search First N Ge john Email Disper Last Name Mobile Phone Gr Date Of Birth dd yay 7 Fost Code Active O In Actiwe _ Reminders Search Reset First Name Last Name Address 1 Address 2 State Post Code Ml a tE cot JOHN EA PRINGLES ST QLD 4520 tE Fi JOHN CEES TS MISKIN ST QLD 4066 Go to the tab Registration formation SCOT Prgscription Campaigns Complii CELLLLELLLLELTELELLLLELLLLELLLLELLLLLEEC Title Mr s O Change the customer s details Y Personal details of the customer v Status of the customer e g if this customer goes on holiday you could change his her status to inactive which means this customer does not receive reminders until you change the status back to Active Status Active Inactive _ ee aap l Active top User Guide 17 v Type of service e Reminder Service receive reminders when the customer s prescriptions repeats are due e Prefill Service have the customer s prescription ready for pick up e Health information receive relevant health information in addition to the reminders NOTE Customers can always opt out or change any of the services above v Repeat interval when the customer wishes to change the regular medication interval to a 21 day Safety Net interval This can be changed any time v Medicare status when a customer becomes a concession card hold
4. SMS 7 Palientinformatin g safena mer 00 Full Name RAYMOND CURRY 3 RAYMOND CURRY Addreas 68 Walpole Avenue Diabex 850 Tablet 850 mg GRASSMERE to 3281 Repeat No 1 5 Dispensed Date 2 09 2011 Mobile NA Qty 60 1 box X 60 Assumed Daily Dosage 2 H Phone 039999 Set Repeat Reminder Interval at 30 DAYS Send Reminder message 7 DAYS BEFORE next prescription repeat isid Email NA cones C On Reserve Prefill Service Add Reminders Cin Day to Day Activities Reports 3 RAYMOND CURRY v mt OOO amp TOP Action To List top User Guide 2
5. New Drug Prefill Last Repeat No 3 5 Last Dispensed Date 2 09 2011 On Reserve d Prilace Prefill Qty 30 Assumed Daily Dosage Not Available v Prefill Service Mier aia Set Repeat Reminder Interval at 30 DAYS Solprin Send Reminder message 7 7 DAYS BEFORE next prescription repeat is due j4 Dormant Prescriptions i Save Inactivate Daivonex Status Line No Repeat No TotalRepeats Next Repeat Date Dispensed Date gt Activated 1 4 5 2 10 2011 v Repeat Reminder Interval the number of days between two prescription repeats v Send Reminder Message the number of days prior to the next prescription due date when the reminder is sent The default setting is 7 days Contact PDLA Technical Support to adjust settings when deemed necessary v On Reserve tick this box if your pharmacy has a spare prescription available for this customer When the last repeat reminder is due and the On reserve box is ticked the system will not remind the customer to go back to doctor for a renewal Once this next prescription is in use the On Reserve button should be un ticked top User Guide 19 G v Prefill Service indicate this medication is on the prefill service i e the prescription is on file at your pharmacy for this prescription item Automatic prefill authorisation reminders will be sent How does it work v The number of repeat interval days is automatically calculated with help from the Product Master to enhance
6. Service An action is generated when a reminder SMS has not been sent correctly In case you cannot locate the issue please contact PDLA Group Technical Support to solve the issue for you 2 3 Add a pharmacy task With top you can add a pharmacy task to your Today s Action List in 3 steps Click on My Tasks in the left side navigation bar e Add T aj Customer A Advanced re Search O Select an Action Type a Due Date a Due Time and add a Description in the screen that s pops up Click on Save amp Close to add the task to your Today s Action List 2 4 Add a customer task With top you could add a customer task to your Today s Action List in 4 steps D Click on Advanced Search in the left side navigation bar ap Add B xP Customer Pa ah My Tasks E Search for a customer make sure to tick the Active option and click on the task icon left of the customer s name a Customer Search First Name joh nl Email Last Name Mobile Phone Date Of Birth dd 7 mm yyyy 7 PostCode Active In Active Search Reset First Mame Last Namme Address 1 Address 2 State Pio tE JOHN A SY PRINGLES ST QLD 45 tE JOHN N E MISKIN ST OLD 40 top User Guide 14 Select an Action Type a Due Date a Due Time and add a Description in the screen that s pops up 2 Add Tasks Full Name J
7. fully completed i e no SMS code has been entered into the system v Product Master A reference file of all medicines collected from the dispensing systems in pharmacies used to facilitate the repeat interval calculation and prescription recognition This file will be constantly monitored and updated through pharmacy feedback Vv Prefill Service A service for customers whereby the customer leaves their prescriptions in the pharmacy Customers will receive reminder messages and be asked to reply to the pharmacy to authorise prefilling the prescription which is then to be collected from the pharmacy the following day v Reminder Interval The number of days between two dispensing episodes v Safety Net Repeat A pre set repeat interval of 21 days the legal minimum time between prescription refills to manage the timing of repeats for customers who wish to reach their Safety Net as soon as they can Y Standard Product Repeat The pre set repeat interval calculated based on the Product Master File containing the most common repeat intervals for the majority of medicines v Today s Action List A list of actions which need to be handled by pharmacies on daily bases PDLA Technical Support can be contacted on 1 300 172 151 top User Guide 23 G A Active prescriptions Add customer Authorisation C Communication expenses Consent Concession Card Holder Consolidate Customer details Customer information Customer profile D
8. in pharmacy v Follow up customers A list of customer events that require immediate attention Customers may need to be approached again because they didn t collect their prefilled prescription or when the registration form is not completed v Groups Special Interest Groups for customers who have expressed a special interest in particular information and have been selected to receive information and or products from the pharmacy about certain topics e g Vitamin Club Baby Club etc v Health Information Customers agree to receive messages from or through the pharmacy when helpful information about their health condition is available or when special product promotions are applicable for certain customers top User Guide 22 E v Inactive Prescription See Dormant Prescription v Medicare Status An indicator of a customer s Medicare status specified as either Standard or Concession Card Holder v My Tasks A functionality in top to add customer or personal related tasks to the Today s Action List v New Prescription A prescription that is active but for which the repeat interval has not been set Until it is set the customer will not receive a reminder Once the reminder has been set the prescription becomes an Active prescription v On Reserve Prescription held in pharmacy but currently not used v Pending Registration A registration of a customer in top that has not been
9. send a message via that particular method or you may decide to choose for another communication method by changing the tab amp Communication 28 SCOTT Sue Preferred Communicaton SMS MobileNo Q4g0000007 Email Ent 0 characters Send Cancel O Insert a message and send 2 6 Send a personal SMS to other e g courier top also allows you to send an SMS to a specific mobile number e g if you wish to send a quick message to the courier Click on Send Personal SMS in the left side navigation bar My Tasks Send Personal SMS amp Insert a mobile number and a message and send NOTE The receiver will see a random source phone number that is used by the service provider to generate the messages We recommend starting all your personal messages with your pharmacy name top User Guide 16 2 7 View and change customer s profile You can open customer s profile to view and change the customer s details their status and the services they receive O Search for a registered customer in the Quick Search bar in the top bar or alternatively click on Advanced Search in the left side navigation panel NOTE these search functions search for Active customers which means customers that have been registered for top If you wish to search for In Active customers tick the box In Active in the top Mobile Phone Z G Post Code Reminders Search Reset 2
10. Email Disper Last Name Mobile Phone Gr Date OF Birth dd 7 yyyy 7 Post Code e Active In Active Reminders Search Reset First Name st Name Address 1 Address State Post Code MI b tE F JOHN E __ PRINGLES ST QLD 4520 a t fal JOHN eae TO MISKIN T QLD 4066 ce top User Guide 20 E Click on active prescription to open up the next window Registration Campaigns al y 1 New Prescriptions anisi i Norvasc T Noten El 2 Active Prescriptions Click on the tab Reminders to check the reminder history for the selected prescriptions If you wish to review reminders in relation with another active prescription select that prescription and tick the tab Reminders 7 Customer Information ARTHUR 777779 Registration Prescnption Campaigns Compliance a y 1 New Prescriptions Repeats Lipitor aave 3 prescriptions due on September 2 We have your repeats in store and we can pre ail the elon prescription for you Renitec Plus 20 6 Pulmicort Turbuhaler and Anpec Click on Poly Tears the PRE FILL link below to authorise us to prefill your prescription s and we will have it ready f E or pickup 1 day after your reply Our staff at POLA Training TEST MSG is happy to be of service an j 2 Active Prescriptions d welcome you in our store 0738082944 H Anpec Prefill 2 09 2011 7 27 05 AM 5 Pulmicort Turbuhaler Pretill 1 Thanks j Rani 2 Fretill 1 09 2011 Renitec Pl
11. NRY HOOLEY 10073 1 amp JOHN CAREY 267 1 wt F ORIOL ALLAN 63511 1 Qe PETER BUXTON 25425 8 Re DJ RAYMOND CURRY 1024 14 ws A RONALD CLAPP 13592 2 S SCOTT BEE 27233 1 J os fa Stella Mackersey 1 Send Personal lt sms Action Task Detail 4 Patientinformation se Reinder interval 18 FullName RAYMOND CURRY 23 RAYMOND CURRY Day to Day Activities Address 8 Walpole Avenue Diabex 850 Tablet 850 mg GRASSMERE Tinet b Renest No 1 5 Nisnensed Nate 2109 0011 gt TOP Action To List This is easily resolved by increasing the size of the window back to its fully open default setting ian TOP Action To List o B Fie Windows Help Aj Home First Name Last Name Mobile Phone No Active Only 4 Search Today s Action List h Print Today s First Name Last Name Status Open Date From 31 08 2011 7 To 3 09 2011 Filter Action List ctions Summary Prefill Prescriptions 6 Follow up Customers 1 Other Actions Customer Name Dispenseld Follow up Customers Prefill Prescriptions Set Reminder Interval My Tasks a Add l 7 i ofp Custorer ke ARTHUR COWIE 10020 2 t fd ELVA MACKERRAS 52201 1 m amp HENRY HOOLEY 10079 1 i Advanced ke JOHN CAREY 267 1 1 Search F i e ORIOL ALLAN 63511 1 ke PETER BUXTON 25425 8 P R wi RAYMOND CURRY 1024 14 B 4 9 RONALD CLAPP 13592 2 asso PPer i F lt m a Send Personal Action Task Detail
12. OHN nmin Address PRINGLES ST SAMSONVALE 4520 Email 9 gsfr hdsgst com Mobile 0411111111 a aes Due Date 1 09 2011 DueTime 5 52 19PM Action Type Description SM5 E mail Save amp Close Cancel Click on Save amp Close to add the task to your Today s Action List 2 5 Send a personal message to customers SMS or email With top you can easily send a personal message to a registered customer in addition to the automated and self generated prescription reminders In every screen in top that contains customer details you can click on the contact icon left of the customer s name to open a message box Below an example of how to send a message to a customer Click on Advanced Search in the left side navigation bar Add m X ais Customer L8 Advanced Search My Tasks ae Search for a registered customer make sure you tick the Active option and click on the task icon left of the customer s name ce Customer Search First Name john Email Last Name Mobile Phone Date Of Birth dd 7 mm 7 yyyy 7 PostCode Active In Active Search Reset First Marne Last Warme Address 1 Address 2 State Pa b lol JOHN ce ee eae SD PRINGLES ST OLD 45 fot JOHN alae mee E MISKIN ST QLD 40 top User Guide 15 The preferred communication method of the selected customer is automatically selected in the message box that pops up You can
13. Yiop Treatment Optimisation Platform for Australian Pharmacies User Guide July 2011 PDLA Group PO Box 212 Seaforth New South Wales 2092 Australia Info pdla com au 1300 172 151 Wop Treatment Optimisation Platform for Australian Pharmacies Revision 1 All rights reserved No parts of this work may be reproduced in any form or by any means graphic electronic or mechanical including photocopying recording taping or information storage and retrieval systems without written permission of the publisher Products that are referred to in this document may be either trademarks and or registered trademarks of the respective owners The publisher and the author make no claim to these trademarks While every precaution has been taken in the preparation of this document the publisher and the author assume no responsibility for errors or omissions or for damages resulting from the use of or reliance on information contained in this document or from the use of programs and reports that may accompany it In no event shall the publisher and the author be liable for any loss of profit or any other commercial damage caused or alleged to have been caused directly or indirectly by this document or the associated reports PDLA Pharmacy Pty Ltd makes no warranty express or implied to you or any other person or entity We will not be liable for incidental consequential or other similar damages In no event wi
14. de Mobile horisation Type 5M5 Signed Consent Select the preferred communication method of your customer to receive reminders If you select Voice which is a voice message send to the customer s home phone select the appropriate contact time as well O Reminder Service O Prefill Service E Delegate E Health Information v Reminder Service reminders to be send when prescription repeats are due v Prefill Service hold and manage prescription repeats and send reminders for prefill and pickup v Health information the provision of selected helpful healthcare information This will allow your pharmacy to communicate with customers on any health related topic that you judge important v Delegate nominate a delegate to receive messages on behalf of the customer When the box Delegate is ticked an extra delegation tab is added in the screen which needs to be completed top User Guide 8 Q Change the default settings if necessary Repeat Interval Product Master Default Medicare Status Standard Product Master Default Eal i Standard Safety Net Rule Concession Card Holder No Medicare v Repeat Interval choose Standard Product Repeat to calculate the regular amount of medication days or change to Safety Net Rule if customers wish to pick up their medication every 21 days v Medicare Status select the right status for the customer How does it work v Wit
15. e 29 08 2011 Registration Code Save Close Reprint Form Resend SMS top User Guide 9 v Signed Form alternatively choose Signed Consent and press the Register button to get the registration form printed and signed by the customer The print job will be done on the default printer of your computer See Addendum for an example of a consent form Authorisation Type 5M5 Signed Consent Register Close Hit the Save button and the registration is finalised How does it work What happens then is overnight data processing which completes the registration The customer will now appear on the Today s Action List to set the reminder repeat intervals 2 2 Manage your Today s Action List When customers are enrolled into the system top will take care of most actions automatically This process makes sure the system provides maximum support to your pharmacy in the daily workflow and enhances store efficiency However some actions need to be managed by the pharmacy These actions are clearly listed per customer and can be accessed by clicking on Today s Action List in the left navigation bar This Today s Action List will be your main daily work field File Windows Help Aj Home Firs Mame steve Today s Act Today s Action List First Name Actions Summary A Add i r Enes b te J Jor The Today s Action List in general v Inthe top horizontal bar you can use t
16. efficiency The Product Master is a reference file that uses PBS codes is validated by pharmacists and is constantly refreshed However you can still overrule the suggested number of days The system always sends the reminders based on the last dispense date The system consolidates the reminders when customers have multiple prescriptions see Addendum for an example reminder The system checks every Sunday which reminders need to be sent in the coming week These are combined into one message and a message is sent out on Wednesday This ensures customers don t receive multiple reminders in the same week NOTE Wednesday is a default setting and has consequences for the prefill actions of your pharmacy If customers respond with Yes would like you to prefill my prescriptions the prefill action shows up on the action list on Thursday morning This means the bulk of the prefills for customers with multiple prescriptions will need to be done on Thursday morning If the pharmacy wishes to change this day contact PDLA Technical Support 2 9 View the reminder history You can view the customer s reminder history to check which reminders have been sent for which medicine O Search for a registered customer in the Quick Search bar in the top bar or alternatively click on Advanced Search in the left side navigation panel Double click on the customer s name to select a customer i Customer Search First NG io
17. er This is important for the safety net calculations to be introduced in a later release v Customer Interest Groups when you would like a customer to opt in or opt out for a special interest group 2 8 View and change prescriptions and reminders In the Customer Profile you can open the customer s prescription information to view the new active and dormant prescriptions to change the subsequent reminders and due dates or to check the last dispense date This process takes 3 steps Search for a registered customer in the Quick Search bar in the top bar or alternatively click on Advanced Search in the left side navigation panel Double click on the customer s name to select a customer e Customer Search First E Email Disper Last Manne Mlobile Phone Gr Date Of Birth dd yyy 7 Post Code Active O In Active Reminders Search Reset First Name Last Name Address 1 Address 2 State Post Code Mi a LS IF JOHN Gaps __ PRINGLES ST OLD 4520 tE ft JOHN ig ae eee ee are fh MISKIN ST QLD 4066 3 On the left side you see an overview of all prescriptions for this particular customer Registration Sl 9 1 New Prescriptions a Norvasc fi Noten J j 2 Active Prescriptions nae Sl New Drug Prefill M Prilace Prefill Sj j 3 Ineligible Prescriptions iain Solprin i 14 Dormant Frescriptions n a Daivonex top User Guide 18 v New prescriptions prescripti
18. errresrrrresrrrresrreses 16 2 7 View and change customer s profile ccccccsscccessececessceeeeseeeeeeecesseecessees 17 2 8 View and change prescriptions and reMinde s cccccccccesesceeeseeeeseeeneens 18 2 9 View the reminder history ccccccsssecccesececeesceccesececsueceseeneceseaecessuecessees 20 RAON CE r E A A EAEN EE A 21 3 1 Stock Management REPOT asessori ea eie 21 COME OON are O E 21 3 2 Pharmacy AdMINISU ATION oesiiscieeissn iva sidi en ENNEN ANa 21 COMME TOON anre A E E E E 21 GOSS NY E E EE A A A ET 22 ALEL E A E E aegis E E E acne EAA EAN A E E A EE 24 Addcn ener E E A E E EE 26 top User Guide 3 G How to Registration Register a customer in 10 steps cesssssserecsesssrsnssncenecnecsecencesceseeseetessesessesseseneneaes 7 Check the number Of customers registered cccssseccecessceccsessseecesseeseecesseeceeeesseeeess 6 Today s Action List Manage your Today s Action LiSt ccc cccccsssccecsssecescseeecesseeceeceseeceeeseaeeseseseaeecees 10 Preni prec Cll U ONS a a 11 ONO W Ul CUSTOM aen N N S 12 Setreminder WME OIY al Ses otactensanescndatovoctcoaasccnasescacsnatshecsis eanaietsacnacedsbeiecesiontaseuseddetiocnsagdens 12 Manage the My Tasks eeeseeeeessesessseresesresssererssrressrereseseveeessressserrersreeseserenesersreesereses 13 Customers Change customer detalls serrera anaes 17 Change preferred communication method
19. essessessesessseressreesesreressreesesrersssreresreeseree 17 Change to holday STAlUS oeren a E N 17 CHAS GEO NAC UIE Stilus sereen E 17 Change type ot ServiCE anne eee ern een er eee ee eee 17 Change to Concession Card Holder cccccccscssssecessseceecesseceseseeeecesseaeecesseeceeeneaeeees 17 Change to Safety Net RUNS vecesesiccenscvosesesdsccaswsanceassanesavannsanedevaaneiseocoantiaasaieoasesgaieeeaets 17 Add customer to AN advocacy group ccssssseceecsssseceecesesseeceecessseaeecescesseeeeeesesaeges 17 Search for inactive CUStOmMEeTrS esssesessssseesssseesesreesesreesesreesesreessreesesretsereresseeeseseeresneeeo 17 Prescriptions amp Reminders Change a reminder repeat interval ccccccscssseecessseceecsssseeeecssaeeceseseseecesseeseeceseeseeeees 18 Change the number of days a reminder is sent before the due date 08 18 Inactivate prescription reminders cccseeseccecessseceeceecesseceecescsseeeceecesesesueceecesessaeeneees 18 Activate inactive prescription reminders esssssesesesesseseresesreresesesreresesesreessssreeeesesesee 18 Nominate prescriptions On Reserve ccccccccssseecessssseecesseseseseeeeceseeeaeecesseeceeceenecens 18 Check the reminder RiStOFy sesiosacsnsiseinnrnnanneon 20 Check the last dispense date a nee nn eee ener 18 Check the number of repeats ssccscscscsansdcinszcsdscdsaiwanntesansdaniaaanasedieddebadbuneteensavganteenaseeasspaved 18 Other Add ph
20. h the selection of Product Master Default top will use a reference file the Product Master to calculate a repeat reminder interval for you However this generated repeat interval can still be overruled if needed See chapter 2 2 4 1 for more information about this reference file and setting reminder intervals If customers wish to receive their medication every 21 days to reach the Medicare Safety Net threshold quicker select Safety Net Rule v The Medicare Status determines the threshold for the Medicare Safety Net Select the right status for the customer You may choose to initiate Customer Interest Groups in order to target communication Contact PDLA Technical Support to create these advocacy groups for you Select the advocacy groups in which you would like to involve the customer The customer will then receive store information concerning that particular advocacy group O High Blood Pressure O Vitamin Club Ol Mother s Club O Weight Loss Club Record the customer s consent for you to communicate with them This authorisation can be obtained in two ways vV SMS customers will immediately receive a secure code via the SMS This secure code has to be confirmed in the box that pops up This will also validate the mobile number of the customer At the same time a form is printed which serves as a confirmation document for customers Authorisation Type 5M3 Signed Consent Registration Dat
21. he available filters to filter the action list on Name Status and Date v Contact a particular customer by clicking on the contact icon ba v Add a customer related task to the action list by clicking on the task icon F Y Click on a customer s name to open up the action task details top User Guide 10 2 2 1 Actions Summary This tab gives you a clear overview of all actions that your pharmacy needs to undertake for a particular customer By clicking on a number in one of the action columns the action shows up below The system is self cleansing which means the actions are automatically removed from your action list when completed Prefill Prescriptions 6 Follow up Customers 1 Other Actions Customer Name Dispenseld Follow up Custom Prefill Prescriptions Set Renjuacer Inter My Tasks Ww F ARTHUR ae 10020 C Ww ad ELVA ais 52201 Ww fa HENRY ee 10079 Ww fe JOHN Sai 267 2 2 2 Prefill Prescriptions An important task your pharmacy needs to undertake is to prefill prescriptions Customers who have confirmed to pick up the prescription automatically show up on your action list the next day Click on the tab Prefill Prescriptions to open up all the prescriptions you need to prefill You can also print this list by clicking on the print button in the right upper corner Today s Action List 2 Print First Name Last Name Status Open Date From 31 08 7011 To 3 09 2011 Actions Summary Prefi
22. is offering you a free treatment support Please read and sign the following consent form l Mrs Georgia Timo Brown Street ROSEVILLE NSW 22co have had the top care services explained to me and understand that give consent for 1 Reminders to be sent to me when my prescription repeats are due 2 The provision of selected helpful healthcare information You can easily opt out any time you wish by simply notifying us in the pharmacy Terminated services will be stopped immediately Signature os oe ccc cc cee cee cee cece cue vas cecns en cesuneuen cues 3 09 2011 Thank you for registering in fop care Diepeeieiagele22002Ie welcomes you to the program and my staff and are always available for your convenience top User Guide 26 Scroll bar functionality Please note when the Today s Action List window is reduced in size from its default setting the lower scroll bar arrow disappears off the bottom of the window gt TOP Action To List o amp zx File Windows Help A Home First Name Last Name Mobile Phone No Active Only A Search Today s Action List Lh Print Today s First Name Last Name Status Open DateFrom 31 08 2011 7 To 3 09 2011 7 Filter Prefill Prescriptions 6 Follow up Customers 1 Other Actions Customer Name Dispense Id Follow up Customers Prefill Prescriptions Set Reminder Interval My Tasks ke D ARTHUR COWIE 10020 2 ts F ELVA MACKERRAS 52201 1 e 9 HE
23. j E Pesona Send a personal SMS to a mobile number SMS In the middle section of the Home screen of top some real time reports on key customer communication measures are displayed such as SS spent on communication and the number of customers registered These reports will allow you to easily keep control of your communication expenses and manage customer activities and priorities Just below real time reports you can quickly access the Main Actions This saves you from having to look for features you regularly use see chapter 2 2 for a more elaborate explanation of these main actions The top application can be minimized by clicking on the or 2 icon in the upper right hand corner but remains running in the background top User Guide 6 2 How to 2 1 Register a customer in 10 steps Any customer new or existing in your store can be registered in top Registration is of vital importance The more customers registered in top the greater the contribution to your store performance To register customers the following 10 steps need to be taken Bring top forward by clicking on the green bird icon near the Windows clock mE S FEA Click on Add Customer in the left side navigation bar TOP Dashboard File Windows Help A Home First Name Last Today s Action List i Account Used Credit If the customer is new to the store open an empty registration form by clicking
24. ll P s 6 Follow up Customers 1 Other Actions Customer Name Dispense ID Action Type Details Status Due Date Phone tE F HENRY S 10079 Fill Avandamet Open 02 Sep 2011 tE F RONALD Gi 13592 Fill Marewan Open 02 Sep 2011 tE F RONALD Gi 13592 Fill Precision Plus Open 02 Sep 2011 tE F JOHN S 267 Fill Mitrolingual Pumpspray Open 02 Sep 2011 dibini tE F SCOTTS 27233 Fill Zovirax 200 mg Open 02 5ep 2011 SAED tE F ELVA coi 52201 Fill Omepral Open 02 Sep 2011 How does it work v Customers receive reminders that tell them that they can pick up their prescriptions from the next day onwards see Addendum for an example reminder When they respond with Yes this data is processed overnight and automatically generates a Prefill Action on your action list the next morning The system is self cleansing which means this action will automatically be removed from your action list once the prescriptions are dispensed in your dispensary system an overnight interaction between your dispensary system and top will take care of this If the prescription is already dispensed before the reminder is sent the reminder is automatically removed by the system to avoid the nuisance factor top User Guide 11 G 2 2 3 Follow up customers Another important task your pharmacy needs to undertake is to follow up customers regularly Click on the tab Follow up Customers to view the list with customers you need to follow up These action
25. ll our liability for any damages ever exceed the price paid for the licence to use the software of reports regardless of any form of the claim Printed July 2011 Seaforth Australia PDLA Group www pdla com au info pdla com au PDLA Technical Support can be contacted on 1 300 172 151 top User Guide 2 G Contents OAC NGS versace snes tacos raged ds uta thoncoeseacous dntaeiedssibessetnaiedeiegessseiieaanantaseesseenesenesanipe sme iauanantane 3 HOWTO cern E cas shou E E E E E 4 LOEN WW oE E E A E 5 LLID OCI CUNO Neer E AE EE A EN 5 AE URNA EE EE E NE EE A A N E O N A 5 LU e EO E an A E AE AE ONAE E OOE OEEO 6 2 AON Oe E E E A E E E E EA AE 7 2 1 Register a customer in 10 StEPS cece ceeccseccesecneeecenceeecseuceeeessuceeueenseeeeaes 7 2 2 Manage your Today s Action List cccccsscccessececesecesescecseseeeeeueceseeeeeesees 10 22 PRETO MS N RY err EE NE E E A A nectarines 11 2 22 Pren SEI OUIONN S soras aran rei a E E RR 11 2 2 3 Follow up CUSTOMETSS ccccccssccccsecccesccceeseeceeececeueceseusceeseneeeseaecesseeeessenees 12 D2 AONE A TONE o E A E EEN 12 2 3 Add a pharmacy CASK siccseardecvact dusesdeanainauvenrscavandeanaesauausdeasadaauenuseavanaeavarsstuauadeds 14 2 4 Add a customer tASK csccccesesccesssccccssccuesseccesscceeueseneusseceeusseneuevensusessens 14 2 5 Send a personal message to customers SMS or email 15 2 6 Send a personal SMS to other e g courier eeeeeee
26. ons for which the reminders have not been set To set the reminders click on the medicine accept the default setting or determine the repeat interval and the number of days before a reminder is sent and click on Add Reminder The prescription automatically moves to Active Prescriptions v Dormant prescriptions prescriptions which are Inactive which means customer s will not receive reminders for these prescriptions To make them Active again click on the medicine determine the repeat interval and the number of days before a reminder is sent and click on Active v Active prescriptions prescriptions which are active which means that the customer will receive reminders for this prescription You can view and change the reminder settings by clicking on the medicine change the repeat interval and the number of days before a reminder is sent and click Save v Ineligible prescriptions for certain medications it is not possible to set a default Repeat Reminder Interval e g for short term or acute medications The Repeat Reminder Interval can still be set based on the pharmacist s discretion and the doctor s dosage recommendations Change the details and services 7 Customer Information PETER Registration Prescription Campaigns Compliance 4 1 New Prescriptions Repeats Reminders baie Prilace 5 TABLET 5 MG 30 Noten RAMIPRIL 42 Active Prescriptions 1 m sa TRITACE
27. r prefill prescriptions kept in store providing you with daily work lists to prepare scripts for pick up consolidates reminders automatically so reminders are combined where possible provide you with a number of automated to do lists for authorised prefills updating customer profiles customer and personal tasks self cleanse your to do lists in other words completed tasks are automatically removed show you real time reports on key customer communication measures including spent customers registered and store loyalty activities give you access to our training and helpdesk teams anytime 1 2 Getting started build a complete database to increase your customer loyalty base keep in contact with all your customers even your older traditional customers Simultaneously support the effectiveness of the treatment of your customers improving their health outcomes and increasing their loyalty to your store increase the care for your customers by significantly increasing the share of prefill scripts in your store improving store productivity and customer store loyalty streamline the prescription reminder process plan your time better and have more time during the day to focus on your customers and other store priorities you don t have worry about constantly tidying up endless task lists easily keep control of your communication expenses and manage customer traffic and priorities rest easy so top will become a
28. rmacy task sissisiississivsisseissnisronisisieiis issii n E ia inis 14 Add a CUSTOMS task sscicececssecs ces scusicarcsennsccsuesosatesdeenieceastiacienescaapenteecsauvaantevesesdussesicdeannenae 14 Send a personal SMS to a courier wholesaler or other cccccsesssssesssesessseeeeeeees 16 Send a personal message to customers SMS Email or Home Phone phe Check the used and available SMS Credit ccccesssecesssecesssecessseceecsscesceeaeecsseneceesees 6 MKoa SOON oto ccc E EAA E A E A 21 Add an advocacy group to the list scccssscossescousessscesssscotscnssoncessosseecesssgssenenseesssens 9 top User Guide 4 G top User Guide 1 Overview 1 1 Introduction top is a customer management tool designed to increase the visibility of the customer in the pharmacy and enhancing the communication with customers leading to a constructive and productive relationship that will improve the health outcomes for your customers and the store performance for you top will which means that you can let you easily register every customer even non prescription customers interact with your dispense system to gather the relevant customer information and organise this to facilitate and enable communications with customer via SMS email or home phone send customers automated self generated prescription reminders and helpful information concerning their health condition facilitate the management of you
29. s are generated when one of the following situations occur if v A customer does not respond to a prefill reminder the customer has been reminded to authorise the pharmacy to prefill his her prescription but has not responded yet A non response will generate a follow up action on the action list It is important that these customers are contacted since the repeat due date is nearing and then script is in store v A registration form is incomplete the registration form has been filled in and saved but the secure code is missing to finalise the registration 2 2 4 Other Actions The Other Actions tab contains several actions your pharmacy needs to undertake 2 2 4 1 Set Reminder Interval This action is used to set reminders for the medication repeats of customers This action task appears automatically on your Today s Action List after you have registered a customer in top Click on the action to open the Action Task Details Action Task Detail o Set Reminder Interval 2 Full Name ARTHUR SEE 11 ARTHUR SD aa Burnley Street Poly Tears Eye drops 3 mg 1 mg per mL 0 3 0 1 15 mL dire SSeumicy ses OLD REYNELLA Hi Repeat No 1 5 Dispensed Date 17 08 2011 Mobile NA Qty 1 1boxX1 Assumed Daily Dosage Not Available Set Repeat Reminder Interval at 30 DAYS Home Phone 08 Send Reminder message 7 7 DAYS BEFORE next prescription repeat is due Email E O On Reserve W Prefill Service Add Reminders Cancel
30. the New button A customer is new when his her personal details have never been entered in the dispense system of your A Add 7 ab Customer pharmacy If the customer s details are already in the dispense system you can search for this customer by filling in the name in the search box By selecting the right customer you can transfer all the available customer details from the dispense system to the registration form which will save you time To select a customer double click on the customer s name oe Customer Registration Search Customer First Name Last Name jones bee First Name Last Name Address 1 Address 2 State Post Code Mobile Status JONES TET Inactive b ATES JONES 77 KINGSFORD ST 4066 Inactive Pa JONES SONETHERBY ST 4123 ave Anin JONES IPED BAYLISS ST 4066 Inactive p JONES Tint SIR FRED SCHONELL DRIVE Inactive Akii JONES Z ELDRIDGE ST 4066 Inactive AEE JONES T SHERWOOD RD Inactive ARPES JONES PO BOX Mal Inactive top User Guide 7 O Complete all the personal details 1 Customer Information John 2 522 Dispense Id gt eferred Cammunication SMS Reminder Service _ Prefill Service C Delegate Mal Femal Health Information Gender Mate Female a Interval Product Master Default Medicare Status Standard Address 1 Carolina Park Road Address Groups O Vitamin Club Suburb TOOWOON BAY State NSW z Post Co
31. tomers have multiple prescriptions see Addendum for an example reminder The system checks every Sunday which reminders need to be sent in the coming week These are combined into one message and a message is sent out on Wednesday This ensures customers don t receive multiple reminders in the same week NOTE Wednesday is a default setting and has consequences for the prefill actions of your pharmacy If customers respond with Yes I would like you to prefill my prescriptions the prefill action shows up on the action list on Thursday morning This means the bulk of the prefills for customers with multiple prescriptions will need to be done on Thursday morning If the pharmacy wishes to change this day contact PDLA Technical Support 2 2 4 2 My Tasks This action contains both customers and pharmacy related tasks that have been added by your pharmacy see chapter 2 3 and 2 4 how to add a task If you click on the action the Action Task Details opens automatically Action Task Detail My Tasks Full Name JOHNA ATE Action Type Send Order Due Date 4 09 2011 DueTime 40000 PM Address 4 33 00000 Description send the wheelchair AUCHENFLOWER Mobile MA Home Phone NA Email MA Status ES Save Change the details or the status of the action if the needed and hit Save If a task is closed for 3 days it will be automatically removed from the system top User Guide 13 G 2 2 4 2 Error Management
32. true asset for you not a burden top runs all the time while your computer is turned on To bring it forward in front of your dispensary software just double click on one of the following icons and the main top user interface will be displayed top User Guide 5 y This icon can be found down near the Windows clock in the Windows taskbar y This icon can be found on the Windows desktop or in the start menu in the bottom left corner 1 3 User Interface The main interface or home screen gives you an overview of top and quick access to some of the main functionalities of the software In the top left hand corner of the application you will find a home button with which you can always return to the home screen Just below the menu bar a Quick Search function is displayed If the Active Only box is ticked you will search for customers already registered for top If you un tick the box you can search for customers in your whole dispensary database TOP Dashboard File Windows Help Aj Home First Name Last Name Mobile Phone No E In the left navigation bar the main day to day activities of top are displayed Today s _ Open all daily actions or select a specific action with drop down Action List menu next to the icon O au Register new or known customers for the top services ap Customer advanced Perform a search among your customers pie niy Tasks Add a personal task to your Today s Action List
33. us 20 6 Prefil be 3 Ineligible Prescriptions 3 Advanced 3 1 Stock Management Report Coming soon 3 2 Pharmacy Administration Coming soon PDLA Technical Support can be contacted on 1 300 172 151 top User Guide 21 Glossary Confused by top terminology Look it up in this glossary v Account Status An overview of the amount of credits that a pharmacy has used for customer communication and the amount of credits S still available v Active Prescription A prescription for which a registered customer receives a reminder v Authorisation Type The method of obtaining the customer s consent to manage their prescription repeats and to communicate with them This can be done via a secured SMS code or via a signed form v Consolidation of reminder messages The process of aggregating all the prescriptions for a customer that fall within a 7 day period Sunday to Saturday and sending a single reminder in the middle of the period set by default to Wednesday of that week v Customer Reminder Service A reminder service informing customers when their prescription repeats are due for refill and whether they have to see their doctor for a renewal v Dormant Prescription A prescription for which a registered customer does not receive a reminder the reminder service is inactivated v Due date The date when the next prescription repeat should be dispensed i e the prescription needs to be refilled or prefilled
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