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<blockquote data-quote="Dr Justin Saya MD" data-source="post: 93696" data-attributes="member: 12687"><p>I've copied my response to the previous thread below and will also note that in response to this feedback we have identified a relative bottleneck in the process that has just occurred recently (with the quality control RX review step in the process). This is being addressed as we speak. I hope all agree that our medical care excels and we are constantly looking to improve every aspect (including basic customer service) of our care. </p><p></p><p>Copied post:</p><p></p><p>Constructive criticism is always welcome and valued. In fact, most of our medical training and residency experience is built on constructive criticism as an educational tool (although I know this isn't criticism of our medical care, but more the logistics). </p><p></p><p>Main point here is that the shopping cart is a new endeavor designed to (hopefully and ultimately) create more convenience for patients and offer an additional avenue for requesting necessary medical supplies, labs, etc. As with any new endeavor, there have been some bumps in the road and every bump presents an opportunity for improvement. We've continued to take patient input into consideration and, consequently, the cart option is an ever-evolving function. </p><p></p><p>As stated in the thread, the cart is an additional option but not intended to replace the most DIRECT reordering option, which is to call and speak directly to a staff member (in which case they will do a live cross-check of all of the details with the patient's chart and submit the order at the time of the call - which will then be signed by physician within 24hrs). </p><p></p><p>As also stated, unfortunately we have no control over the pharmacy lag time in dispensing the medications (once the order is sent to them) or the shipping times/carriers as those are arranged by the pharmacy. We are currently going to work on changing the shipping terms that the pharmacy uses, however, to lessen the chances of misinterpretations. </p><p></p><p>On our end, some of the lag that is being ironed out with the cart relates to the order coming through, then needing to be cross-checked by staff for accuracy, refill timing, etc...then needing to be submitted to physician for final review/signing, then being sent to pharmacy. Based on feedback and our own brainstorming there are several adjustments forthcoming to improve efficiency in some of these areas. Most RXs are submitted to the pharmacy (i.e. having gone through all of these steps) within 24-48hrs (rarely up to 72hrs) of being sent through the cart.</p><p></p><p>Again thanks to all for constructive feedback as we continually strive to improve our patients' experience.</p></blockquote><p></p>
[QUOTE="Dr Justin Saya MD, post: 93696, member: 12687"] I've copied my response to the previous thread below and will also note that in response to this feedback we have identified a relative bottleneck in the process that has just occurred recently (with the quality control RX review step in the process). This is being addressed as we speak. I hope all agree that our medical care excels and we are constantly looking to improve every aspect (including basic customer service) of our care. Copied post: Constructive criticism is always welcome and valued. In fact, most of our medical training and residency experience is built on constructive criticism as an educational tool (although I know this isn't criticism of our medical care, but more the logistics). Main point here is that the shopping cart is a new endeavor designed to (hopefully and ultimately) create more convenience for patients and offer an additional avenue for requesting necessary medical supplies, labs, etc. As with any new endeavor, there have been some bumps in the road and every bump presents an opportunity for improvement. We've continued to take patient input into consideration and, consequently, the cart option is an ever-evolving function. As stated in the thread, the cart is an additional option but not intended to replace the most DIRECT reordering option, which is to call and speak directly to a staff member (in which case they will do a live cross-check of all of the details with the patient's chart and submit the order at the time of the call - which will then be signed by physician within 24hrs). As also stated, unfortunately we have no control over the pharmacy lag time in dispensing the medications (once the order is sent to them) or the shipping times/carriers as those are arranged by the pharmacy. We are currently going to work on changing the shipping terms that the pharmacy uses, however, to lessen the chances of misinterpretations. On our end, some of the lag that is being ironed out with the cart relates to the order coming through, then needing to be cross-checked by staff for accuracy, refill timing, etc...then needing to be submitted to physician for final review/signing, then being sent to pharmacy. Based on feedback and our own brainstorming there are several adjustments forthcoming to improve efficiency in some of these areas. Most RXs are submitted to the pharmacy (i.e. having gone through all of these steps) within 24-48hrs (rarely up to 72hrs) of being sent through the cart. Again thanks to all for constructive feedback as we continually strive to improve our patients' experience. [/QUOTE]
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