Product Mismatches
The largest issue a store contends with in a central fill setting is product mis-matches. Stores often have a different preferred brand or manufacturer than the central fill facility. This is mitigated to a large degree when a retail store and the central fill facility are on the same formulary. It's also helpful when central fill provides a formulary to a store however, this represents a best case scenario that doesn't always workout in a real world setting, so - resolving product related problems remains a large reason for send-failures.
Resolving Product Mismatches
If the reason for a send failure is a product-not-found or product-not-active response from central fill sometimes the facility will instruct the store to use another brand. Sometimes the facility can order the product the store prefers but not always.
If you have to use another manufacturer, then that means you'll need to:
- Delete the delivery order
- Cancel, and re-bill the script under another manufacturer and then
- Make a new delivery order
This happens the most when a new store on-boards and these types of issues are minimized over time. You'll typically send an email to support who will reply with some instructions. Sending the ticket is automated in Profill with the "Create Support Request" feature present on both the batch and delivery order workflow systems.
We also have a product search in Profill which can save you time. If for example you know from past experience that the facility does not carry Mar and would prefer Jamp (hypothetically); you can use the product search feature to confirm that the Jamp version is available and make the required changes to the order without needing to contact the facility at all (and not wait for a reply).
Example:
We go to Product search and type in "atorvast" to lookup all the atorvastatins the facility has. We click on the small "filter" icon in the manufacturer column to narrow the results to the ones we want and then we can see that the MAR product is not active, and the JAMP one is.
We did not need to contact the facility or create a ticket for this.
Next Day Ordering
Providen has next day inventory for most products using McKesson, K&F and some direct ordering from manufacturers. You generally do not need to be concerned if the inventory level shows zero, especially for compliance orders because the warehouse personnel keep the dispensing robotics stocked for all high movers ( and you are looking at a demo database in most of the examples shown in the documentation areas ).