Work Flow Map Case Study
Create a work flow map based on information obtained from the case study below.
Mrs. Jones is 89 years old and lives alone. She takes the bus to her neighborhood pharmacy to drop off a new prescription written by her medical provider. The prescription is for a change in her blood pressure medicine. Upon arrival to the pharmacy at 9am PST, Mrs. Jones stands in line in a non-private area of the pharmacy designated as the “prescription drop off”. After waiting in line for 10 minutes, Mrs. Jones is asked to step up to the counter. Mrs. Jones is greeted by a pharmacy secretary who requests her PHI (protected health information) that consists of: patient name, DOB, phone number, and paper prescription. The clerk asks Mrs. Jones if she has any questions and Mrs. Jones responds, “No”. She is asked by the clerk to sit down in the patient waiting area until she is called back to the counter. The prescription is dropped in a box for the pharmacy clerk. The pharmacy technician visualizes when written prescriptions are dropped in a box and picks up the prescription and reads it. He needs to determine if the patient is waiting for the prescription. He asks the clerk who affirms the patient is waiting to pick up her prescription. He then uses the loud speaker to page Mrs. Jones to the window.
Mrs. Jones arrives at the window and provides her name, date of Birth, and phone number to the pharmacy clerk who then verifies the prescription in the computer. He verbally verifies the name on the prescription with Mrs. Jones and enters the data into the computer. He then directs Mrs. Jones to sit down after informing her it will be 25 minutes to have her prescription filled. The pharmacy technician acquires the correct medication from the pharmacy storage area and verifies the stock prescription bottle’s content to the written prescription.
The pharmacy tech generates a printed label from the computer that contains the patient’s: name, date of birth, name of the medication, drug dosage, route of medication, and frequency of administration of the medication. He places the label on the bottle and fills the bottle with the appropriate amount of medications. He places the filled medication bottle with the original prescription on the approval area for the pharmacy. The pharmacist reviews the written medical provider prescription and verifies the prescription bottle labels with the patient’s name, drug dosage, route, amount and drug frequency. He signs off in the computer that the prescription is correct and walks the bottle to the approval box for prescription dispensing. The pharmacy technician removes the bottle from the approved medications for dispensing and, over the loud speaker, calls Mrs. Jones, the pharmacy window. The pharmacy tech explains to Mrs. Jones her medication and asks her if she has any questions, to which she responds, “No, I do not have any questions.” Mrs. Jones pays her copay and exits the pharmacy.