What do I do if a patient opens the wrong prescription? Delivered to the wrong person?
We must make every attempt to correct the error while the driver is still on-route
Driver knows where they dropped off the wrong prescription
- Call the driver and help figure out where he might have delivered the wrong prescription to
- If the driver knows where the error occurred send them immediately to that address to retrieve the correct package and replace with the correct prescription
- Do not create a task as this would be our fault and would not need to charge Costco
- If the package is opened upon retrieval please see "Privacy Violation Process" section below
Driver does not know where they dropped off the wrong prescription
- If the driver is not sure which prescription was delivered wrong follow steps below:
- Go through all names in the driver's possession and figure out
- Go to the StoreToDoor Admin portal
- Go to Orders
- Enter "Costco Pharmacy" and choose the company and location
- System will search all orders for Costco (this might take a few moments)
- Compare the tasks that the driver has delivered and view the orders in the portal
- Take a look at the pictures to help determine which package was delivered wrong
- Send driver back to the address in question and retrieve package
- Do not create a task as this would be our fault and would not need to charge Costco
- If the package is opened upon retrieval please see "Privacy Violation Process" section below
- Privacy Violation Process
- If the packages were opened by the patient, you must follow these steps
- Immediately inform Costco Pharmacy
- Advise them of Violation
- Name of Client who opened the package (our error)
- Name of Client who's prescription was opened
- Await instructions and approval for return to Depo
- Create return task to the Depot
- Advise driver of the return instructions and the return tasks
- Complete Dispatch notes and advise the team of the error
- Advise CSS team to give a credit for the package delivered in error
- Advise CSS team to give a credit for the redelivery of the package for the next day
- If the packages were opened by the patient, you must follow these steps