Specialty Pharmacy (4.0) 4.0

PSC 3-2: Non-Telephonic Communications

Submited by: Tom Goddard

The Basics

This standard establishes minimum requirements for your organization's communications process. First, if your organization receives communications through means other than telephone (e.g., the internet), your policies describing those means must establish standards for timely responses to those communications.
Second, the pharmacy must implement a documented procedure to support "bi-directional electronic communication between the patient and the pharmacy." 

Management Tips

Of course, you'll need a detailed policy that outlines how consumer communications are to be handled, as well as staff training on its implementation. Make sure your policy describes how you monitor compliance with this standard. 

The element in this standard dealing with bi-directional electronic communication does not include communications involving telephones, faxes, or IVR systems.

Accreditation Tips

Desktop Review
Submit your policy that covers both the "how" of communications and the monitoring of compliance with this standard. 
If you do not intend to meet the element dealing with bi-directional electronic communications between the pharmacy and the patient, submit an attestation to that effect for that element.
Validation Review
The reviewer will interview your staff and, if you use bi-directional electronic methods, observe those methods in their implementation.

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    This standard establishes minimum requirements for your organization's communications process. First, if your organization receives communications through means other than telephone (e.g., the internet), your policies describing those means must establish standards for timely responses to those communications.Second, the pharmacy must implement a documented procedure to support "bi-directional ele...

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