Pharmacy Technology Vendors & Pharmacies

  • Update pharmacy records by 7:00 PM ET each day to ensure that changes are included in the pharmacy file downloaded by health technology vendor applications.
  • Ensure the latest provider location download file is loaded in your system and made available to pharmacies each day by 7:00 AM ET.
  • Notify pharmacists that electronic responses to Refill Renewal Requests may be delayed while providers are offline or displaced.
  • Keep your own website(s) up to date so that patients/providers have access to current location information when seeking treatment.

 

Actions to take when pharmacy operations are altered

Scenario

Actions

Reason

A pharmacy’s operations have been impacted, but prescriptions are still being processed.

  • Set “Operating Status” to ‘Informational’ and add details in “Operating Status Notes”, e.g., “Hours Changed” or “Drive-up only”.
  • Add information to the end of your pharmacy store name, e.g., “Limited Services”.

Informs prescribers of a change that may impact their pharmacy selection. Example: pharmacy temporarily not open 24 hours.

A pharmacy is being closed for a short time but should remain visible in the directory.

  • Append “Temp Closed” to the pharmacy name.
  • Change “Operating Status” from ‘Normal’ to ‘Alert’ and populate “Operating Status Notes” with detailed information.
  • Update “Hours of Operation”.

Informs prescribers that they should not send prescriptions to a pharmacy.

A pharmacy is closed long-term or indefinitely. It will not process prescriptions.

  • Disable the pharmacy record.
  • Set “Hours of Operation” to “Closed”.
  • Update “Operating Status” to ‘Alert’ and include details in “Operating Status Notes”.

Removes the pharmacy from vendor systems.

How to update records

  • Log in to Workbench and navigate to Directory Manager, then search for and edit your pharmacies.
  • Use the Directory Messaging API, if implemented.
  • Submit a support case containing a list of impacted pharmacies and required updates to Surescripts Support (support@surescripts.com).

 

EHR Vendors & Health Systems

  • Consider implementing support for the Directory “Pharmacy Finder” to obtain real-time hours of operation, operating status, and status notes. Reach out to your account manager for additional information.
  • Update provider records by 7:00 PM ET to ensure that changes are included in the provider location file downloaded by pharmacies and pharmacy system applications.
  • Ensure that the pharmacy download file is loaded into your system and made available to your prescribers each day by 7:00 AM ET.
  • Inform your prescribers that they may need to select an alternative pharmacy if:
    • A pharmacy is consistently sending the same error message.
    • A pharmacy’s name in the Surescripts Directory contains “Closed”, “Temporarily Closed”, or “Permanently Closed”.
    • A pharmacy’s “Hours of Operation” have changed.
    • A pharmacy’s “Operating Status” is “Informational” or “Alert”.
  • If a provider is offline
    • Have a process for responding to prescription requests (e.g., Refill Renewal Requests, Change Requests) for a prescriber while they are unavailable.
  • If a coverage/triage option isn’t available, disable the prescriber’s ability to e-prescribe by
    • Removing E-Prescribing Service Levels
    • Setting Active End Date to the current day

 

How to update records

  • Log in to Workbench and navigate to Directory Manager, then search for and edit your pharmacies.
  • Use the Directory Messaging API, if implemented.
  • Submit a support case containing a list of impacted prescribers and required updates to Surescripts Support (support@surescripts.com).