Emergency Response Action Plans

Access to accurate directory information is key to ensuring continuity of patient care in areas impacted by emergency events or natural disasters. Surescripts encourages our pharmacies, pharmacy technology vendors and health technology vendors to keep their directory records current with information regarding their store and practice office closures by following the steps listed below.

Pharmacy Technology Vendors / Pharmacies

Update pharmacy records as needed by 7:00 PM ET for inclusion in the pharmacy file downloaded by health technology vendor applications.
Ensure the prescriber export file is downloaded each day by 7:00 AM ET and made available promptly to pharmacy systems.
Notify pharmacists that electronic responses to Refill Renewal Requests may be delayed while providers are offline or displaced.
Ensure that your own website(s) are up to date, so patients/providers have access to current location information when seeking treatment.

Actions to take when pharmacy operations are altered

Scenario	Reason	Actions
A pharmacy’s operations have been impacted, but prescriptions are still being processed.	Informs prescribers of a change that may impact their selection of a pharmacy. Example: pharmacy has temporarily altered their hours of operation.	Change “Operating Status” from ‘Normal’ to ‘Informational’ with an accompanying note. Append the end of your Store Name with information: e.g., “Hours Changed”, “Drive-up only” Update “Hours of Operation” as needed
A pharmacy is no longer processing prescriptions but should be visible in the Surescripts Directory.	Informs prescribers that they should not send prescriptions to a pharmacy.	Append “Closed” to the pharmacy name. Change Operating Status” from ‘Normal’ to ‘Alert’ with an accompanying note. Update “Hours of Operation” as needed.
Pharmacy is no longer processing prescriptions and should not be included in the Surescripts Directory.	Removes the pharmacy from vendor systems.	Update the pharmacy record Remove all service levels. Set Active End Date to current day. Update “Hours of Operation” as needed.

Scenario

Reason

Actions

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

Informs prescribers of a change that may impact their selection of a pharmacy. Example: pharmacy has temporarily altered their hours of operation.

Change “Operating Status” from ‘Normal’ to ‘Informational’ with an accompanying note.
Append the end of your Store Name with information: e.g., “Hours Changed”, “Drive-up only”
Update “Hours of Operation” as needed

A pharmacy is no longer processing prescriptions but should be visible in the Surescripts Directory.

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

Append “Closed” to the pharmacy name.
Change Operating Status” from ‘Normal’ to ‘Alert’ with an accompanying note.
Update “Hours of Operation” as needed.

Pharmacy is no longer processing prescriptions and should not be included in the Surescripts Directory.

Removes the pharmacy from vendor systems.

Update the pharmacy record

Remove all service levels.
Set Active End Date to current day.
Update “Hours of Operation” as needed.

How to update records

Use Directory Manager. Find it by logging in to Workbench at https://sso.surescripts.net/account/login clicking Directory Manager.
Submit a case containing a list of pharmacies and necessary updates to Surescripts Customer Support (support@surescripts.com).

EHRs Vendors / Health Systems

Consider implementing support for Directories “Pharmacy Finder” to obtain current hours of operation, operating status, and status notes. Reach out to your account manager for additional information.
Ensure the pharmacy export file is downloaded each day by 7:00 AM ET and made available promptly to prescribers.
Inform your prescribers that they should select an alternative pharmacy if:
- Surescripts sends an Error message in response to a NewRx message.
- A pharmacy is sending rejection messages.
- A pharmacy’s name in the Surescripts Directory contains “Closed”, “Temporarily Closed”, or “Permanently Closed”
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 record for prescription by doing the following:
  - Remove Service Levels
  - Set Active End Date to the current day

How to update records

Use Directory Manager. Find it by logging in to Workbench at https://sso.surescripts.net/account/login clicking Directory Manager.
Submit a case containing a list of prescribers and necessary updates to Surescripts Customer Support (support@surescripts.com).