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. |
| 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. |
| Informs prescribers that they should not send prescriptions to a pharmacy. |
A pharmacy is closed long-term or indefinitely. It will not process prescriptions. |
| 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).