Our Pharmacy Process

Accuracy, Safety & Efficiency – by Design

We take a systematic, technology-driven approach to filling prescriptions and managing orders, all with one goal in mind: delivering the right medication to the right resident at the right time, every time . Our Pharmacy Process is built on multiple checkpoints, modern automation, and quality assurance steps that practically eliminate errors and delays. Here’s an inside look at how an order moves through Custom Care’s pharmacy workflow:

• Easy Order Submission: Facilities can send new prescriptions or refill requests in whatever way is easiest for them – call, fax, or e-prescribe directly from your electronic health record . Our pharmacy receives orders 24/7. If an order comes in after hours, our on-call pharmacist will still process it promptly for urgent needs.
• Insurance & Billing Verification: Once we receive an order, our team immediately verifies the resident’s payer information. We coordinate with Medicare Part D, Medicaid, and other insurances to confirm coverage and copays before dispensing . If any issues arise (like a medication needing prior authorization or not on formulary), we alert you and work on alternatives to minimize out-ofpocket costs for the resident or facility. This step prevents surprises on the bill later.
• Clinical Review & Best-Fit Check: Each prescription undergoes a thorough clinical screening by our pharmacists. We double-check the medication against the resident’s diagnoses and other medications to ensure it’s appropriate, effective, and safe . We review dosing, watch for potential drug interactions or duplicate therapies, and even consider more cost-effective therapeutic alternatives if available . Our pharmacists will reach out to the prescribing provider for clarification or suggested changes if something could be optimized. This “best-fit verification” step is crucial in long-term care, where many residents take multiple meds.
• Order Processing & Preparation: After clinical approval, the order moves to our fulfillment queue. Medications are picked and packaged according to your facility’s preferences – whether that’s in multi-dose strip pouches, blister cards, or traditional vials for PRN meds (details on our packaging options are in the Medication Compliance Packaging section). Our technicians follow a protocoldriven process, ensuring the correct drug, dose, and dosage form are selected for each fill . We utilize barcoding and pharmacy management software at every stage.
• Second Verification & Quality Check: Accuracy is paramount. That’s why we have a built-in doublecheck system. After initial fill, a second pharmacist or senior technician reviews the entire order against the original prescription to catch any discrepancies . We scan the labels and contents (automated where possible) to ensure 100% correctness. Before sealing a delivery tote, we perform a final quality check – scanning each prescription label and comparing it to the delivery manifest . This step confirms all expected items are packed and ready for the right resident/destination.
• Timely Delivery Coordination: We schedule deliveries in alignment with your facility’s needs. Our team pays attention to your med pass times and shift changes, arranging delivery routes so that medications arrive when your staff can properly receive and log them . For routine orders, we operate on set delivery cycles (e.g. same-day or next-day service by a certain cut-off time). For stat or emergency orders, we dispatch as needed, any time of day. Our drivers are trained in handling medication deliveries professionally and securely. We even have a system where, in many cases, your staff does not need to pause everything to check in the delivery right at drop-off – you can do it within the next 24 hours, freeing you up during busy times.

Transparency & Tracking: Throughout the pharmacy process, we maintain transparency with our partners. Using our pharmacy web portal, your staff can track an order’s status in real time – from received, to in process, to out for delivery . There’s no need to call for updates; a quick glance at the portal (or a notification from our system) tells you where things stand. We also time-stamp and archive all communication (we use a paperless document management system to log faxes, orders, clarifications – everything) . This robust documentation provides accountability and makes auditing or looking up past orders a breeze.

The Result: A pharmacy workflow that is high-tech and high-touch. We leverage technology like robotic dispensing and DocuTrack document management to maximize efficiency and safety. At the same time, our skilled pharmacy team personally oversees each step, adding the human judgment and care that technology alone can’t provide. The outcome is a near-faultless process – and more importantly, peace of mind for you and your staff. With Custom Care handling your pharmacy needs, you can trust that every dose has been carefully checked, every order expertly filled, and every delivery orchestrated for success. It’s a process designed for long-term care accuracy – so you can focus on caring for residents, not worrying about medications.