Delivery and Prescription Support

Standard Turn Around Times for Orders/Scripts

Refill Requests for DPP Prescriptions

Medication/Food/Supply Price Inquiry

Client wants to have order delivered

Common Summit Special Orders

Overview of the Prescription Label

Standard Turn Around Times for Orders/Scripts

Standard Inventory Orders: If received before noon they will be available for pick up after 3PM or can be delivered the following business day.

WDDC Special Orders: Will be available for pick up after 3PM the following business day or can be delivered within 2 business days.

Summit Special Orders: May take up to 3-5 business days to fill. Please refer to Help Scout email to see status.

Rx Refill Requests: Refill requests can take up to 3 days depending whether there are refills on file or on the doctor’s schedule. It is also important to note that just because a refill request has been submitted doesn’t mean the doctor will write one. There are a lot of variables that go into a doctor’s decision to write a refill or not.

Refill Requests for DPP Prescriptions

When a client calls in for a refill on a prescription that was sent in via a DPP you can follow these steps to submit the request. This process will eliminate the need to use the Refill Request Form for any prescription that originated as a DPP.

1. Open the HelpScout Search function and search for the patient's name and the medication name.

2. All DPP's are tagged with a green "original prescription" tag. This is to help identify threads that are true DPP's as opposed to refill requests. Always use the most recent original prescription(DPP) when possible.

Note: occasionally you may find that there is no original DPP and only refill requests. This is a result of the original prescription being sent in as picture of a prescription pad. In this case you can use the most recent refill request.

3. Once you have identified the DPP you want to have refilled you can open the conversation and add a NOTE to it. Add the saved reply "CST Refill Form" and fill out all the information. Please be sure you are adding a note and not replying to the customer.

4. Determining the number of refills remaining for the prescription will be a bit varied for the first while of using this new process. The first time a refill request for a prescription is done the new way you will need to gather the information from Vonigo but after that the information will be retained inside the original DPP.

5. As soon as you add the note onto the file, Help Scout automatically activates the thread and it will show up in my inbox as an active conversation. Update the delivery/pick up tags to reflect the clients preference this time. At this point I will treat it as I do any other prescription/refill. Once the prescription has been dispensed and invoice, the conversation will be closed. When the client calls in the next time, you simply repeat the same process inside the thread until no more refills remain. Here is what a thread will look like after a couple of refills.

Medication/Food/Supply Price Inquiry

Please submit all price inquiries through the following email addresses:

Prescription Medication: scripts@
- Drug Name
- Quantity
- Strength
Everything else: orders@
- Name of Product
- Size of Product
- Quantity

Please note: If an item is priced differently in Vonigo and Shopify, please send an email to [email protected] with the product information and the person in charge of ordering will update the prices.

Client wants to have order delivered

1. Find Help Scout email or Invoice in vonigo and confirm item is able to be delivered. Medications that cannot be delivered under any circumstances (it’s illegal):

a) Buprenorphine

b) Hycodan

2. Ensure credit card information is on file. Do not process the payment unless a delivery charge has been added to the invoice. Even if the order qualifies for free delivery, we must add a charge with no price so we are able to track the number of deliveries.

3. Take detailed delivery instructions. If the client wants the order delivered to any location that is not the address listed on file be sure to get the full address including postal code, building name, and company name if it is a workplace.

Please deliver to Sharon Jackson’s work place and give to reception staff

Big City Tower

Big City Company

Suite 200, 14939 5th Street SW

Calgary, AB

T2T2T2

4. Find original email in Help Scout, add a note to the email indicating the client would like to have it delivered. Reactivate email and check to make sure it is in my scripts inbox. This is a very important step and must not be skipped.

5. Find out what the clients expectation is around delivery time. If nothing is indicated on the HS email it will go out next business day. If the client needs the order delivered the same day and it is before 12:30PM, I can likely get it done. However, do not tell the client we can do it until you have spoken with me (in addition to step 4) and I have confirmed the time call has been placed.