F14 - Asda Asda Pharmacies via an online medical service ...

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We’ve partnered with ZAVA to offer customers

access to prescription only medicines from

Asda Pharmacies via an online medical service.

This SOP outlines the process of receiving,

dispensing and getting these prescriptions

ready for collection.

Those individuals who have completed their

validations and are considered competent can

carry out tasks relevant to their role within this procedure. Validation is achieved

through HeLO, which indicates whether a Pharmacy Colleague or Pharmacist has

understood and agreed to follow this SOP. Agreement and understanding for Locum

Pharmacists is achieved through a declaration on Venloc.

020 3514 1402 this phone number must not be shared with customers

This is the ZAVA clinical queries telephone number specifically for queries from

Asda Pharmacists.

Customers should call the ZAVA customer services number which can be found on the

website, https://onlinedoctor.asda.com/uk/ , or message ZAVA using their secure

online account.

Customers access the service via the Asda website, directly from

https://onlinedoctor.asda.com/uk/ or by clicking on the ‘Online Dr’ in the

navigation on ASDA.com

For prescription services, customers complete an online questionnaire specific to

that service, select a preferred treatment (if applicable) and make payment

A ZAVA doctor will access the online questionnaire and, if appropriate, prescribe

treatment. The customer can collect their medication from any Asda pharmacy

(which they nominate) or have their medication delivered via Royal Mail

If a customer selects home delivery, the prescription will be processed at a

specific hub store (Trafford Park) and sent out, no other stores are required to

arrange deliveries

Overview

F14 - Asda

Online Doctor

A3

August

2021

Who is this for?

Zava Clinical Queries telephone number

Background

https://onlinedoctor.asda.com/uk/

https://onlinedoctor.asda.com/uk/

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If a customer selects Click & Collect from your store, a digitally signed private

prescription will be sent to your store’s shared NHS mailbox

Patients are advised that they can collect their medicine four hours after their

order has been approved by a doctor during pharmacy opening hours for

“stocked” medication, or the Next Day after 3pm for “non-stock” items

Refer to the list of items which you must keep in stock for online doctor

prescriptions

All colleagues and resident pharmacists must have personal NHS mail addresses

with access to the shared mailbox

The shared mailbox must be checked at least every hour for any online doctor

private prescriptions, which must be processed immediately, ready for collection

by the patient

When signing into NHS mail, it’s critical that you tick the box to say that you are using a

private computer.

If you do not tick this box, for security reasons, NHS mail will block you from

downloading attachments and you will not be able to save the prescription to your PC

which is a legal requirement.

Signing into NHS mail

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Customers can choose from two different collection methods from your store:

o Click & Collect – Medication available in the Asda pharmacy of their choice

four hours after approval by the doctor (stock items)

o Next Day Collect – Medication available in the Asda pharmacy of their

choice after 3:00pm the following day (non-stock items)

1. Log in and check the shared NHS Mail email inbox at least once per hour to

identify whether any ZAVA online doctor emails have been received.

2. Prescriptions will be sent from HEALTH BRIDGE LIMITED with the subject line

[Collection] ZAVA Online Doctor Service (as per screenshot below)

3. Preview the prescription and ensure that the prescription is for your pharmacy

and that it has been signed.

Receiving prescriptions

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Click on the little

arrow next to the file

attachment

On the drop-down

menu, click “preview”

A digitally signed prescription has the name of the doctor who has signed it, and a

timestamp for when it was signed.

All details except for the prescriber should match those in this image

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Click on the little

arrow next to the file

attachment

On the drop-down

menu, click “download”

The downloaded file will

pop up in the bottom left

corner of your browser

Click the arrow

Then select “open”

Download the prescription

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Click the “download” arrow at the top

Find the Zava folder under “my documents / U drive / my shared docs”

See appendix for guidance on how to set up the appropriate file structure

Select the correct folder for today’s month and date

This is an example of what your file structure must look like (left)

Create a new folder for each day

Once you have selected today’s folder, click “save”

Click on the printer icon in the top right of the screen to print the prescription

4. All Rxs received from Zava are digitally signed

5. If you wish to review and verify the digital signature, you can do so using Adobe

Acrobat (see Verifying a digitally signed prescription section below)

a. Check that the prescription has not been edited

b. Check the prescription is signed with a doctor’s name and electronic

timestamp

6. Check the order type is it “Pharmacy Pickup” or “Next Day Pickup”

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7. On the top right-hand side of the Rx

1. If in stock, print the prescription as soon as it is received

2. Save the prescription to the appropriate folder on the computer as outlined

above

3. Label and dispense the prescription immediately as per SOPs D1 – Core

dispensing, D2 – Private prescriptions

4. Once the dispensing process has been completed, double check that the

electronic prescription has been saved to the computer then delete the email

from the NHS mail inbox to avoid it being re-dispensed

5. Hand out the dispensed medication as per SOP B3 – Prescription handout

6. The prescription must be retained in store and not handed to the patient

7. There is no charge to the patient as the patient pays online at the point of placing

the order – see reconciling payments section below

8. The legal record of supply is automatically recorded in the PMR electronic POM

register, and the downloaded file is the legal entity (the legal private

prescription)

9. The printed prescription should be annotated with the initials of the person

labelling, dispensing, checking and handing out

1. Print the prescription

2. Save the prescription to the appropriate folder on the computer as outlined

above

3. Label the prescription as soon as it is received and order the medication from the

wholesaler as soon as possible. The patient has been advised to collect the

medication after 3pm the following weekday.

4. As soon as the stock arrives, dispense the prescription as soon as the stock comes

in as per SOPs D1 – Core dispensing, D2 – Private prescriptions

5. Once the dispensing process has been completed, double check that the

electronic prescription has been saved to the computer then delete the email

from the NHS mail inbox to avoid it being re-dispensed

6. Hand out the dispensed medication as per SOP B3 – Prescription handout

7. The prescription must be retained in store and not handed to the patient

Immediate Collection Orders (2 hrs)

Next Day Collection Orders

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8. There’s no charge to the patient as the patient pays online at the point of placing

the order – see reconciling payments section below

9. The legal record of supply is automatically recorded in the PMR electronic POM

register, and the downloaded file is the legal entity (the legal private

prescription)

10. The printed prescription should be annotated with the initials of the person

labelling, dispensing, checking and handing out

If you do not have the stock of an item which is required for immediate collection,

or if you are unable to obtain a medication for a next day collection prescription

from your wholesaler then the ZAVA Online Doctor team must be notified

immediately

Zava Asda Clinical Services phone number: 020 3514 1402

The Online Doctors team will then contact the patient and let them know that their

order will be ready for collection later or that there may be a delay in delivery.

If the patient does not want their medication dispensed by you, the customer

support team will recall the prescription and you will receive a recall notification.

If an order is cancelled, a prescription recall email will be sent (attachment example

below).

o This will rarely happen and is usually because the patient can no longer

collect the medicine and has selected an alternative collection site or delivery

o Rarely, prescriptions are cancelled for clinical reasons, the ZAVA clinical

team will contact you by phone to inform you if this is the case

In this case you must match the recall notice up with the corresponding

prescription and discard the prescription

If the medicine has been dispensed and checked, but not given to the patient, it

should be returned to stock

You need to complete this process by deleting the dispensed item from the

patient’s history in the PMR system (see help files for more guidance)

Out of Stock of an item

Cancelled orders

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Contact the clinical services team if any online services prescriptions for

Emergency Hormonal Contraception, Antibiotics, or Testosterone prescriptions

which remain uncollected after five days

If any other online services prescriptions remain uncollected after two weeks,

contact Clinical Services team.

Zava Asda Clinical Services phone number: 020 3514 1402 (for Asda use only – not

for customers)

Testosterone prescriptions should not be handed out more than 28 days after the

prescribed date

Any other prescription that remains uncollected after 8 weeks, or 13 weeks for oral

contraceptive products should be undispensed and the stock should be returned

to shelf

You need to complete this process by deleting the dispensed item from the

patient’s history in the PMR system (see help files for more guidance)

Inform he clinical team that the Rx has been uncollected and is being returned to

shelf

Uncollected orders

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Zava Asda Clinical Services phone number: 020 3514 140

See Pharmacy Manager help files for more guidance

All dispensing incidents must be handled in line with SOP D4 – Dispensing incidents

All dispensing incidents must be reported to the Zava clinical services team as soon

as you are made aware: 020 3514 140

Payment for all online orders will be taken via the website – stores will not be

required to take any payments from customers on collection

To ensure your Pharmacy receives the correct remuneration, the online payment

must be scanned at the end of each month through the till using the Online

Barcode and the Electronic Voucher Reconciliation (EVR) process

This step is very important to make sure that you receive the money for the

online prescriptions you have dispensed into your pharmacy P&L

If this is not completed

accurately and in a timely manner

each month, it will negatively

affect your pharmacy’s

profitability and colleague hours

allocation.

1. At the end of each month, the

value that needs to be scanned

by your store will be uploaded to

OneAsda – this value will only be

visible for five days, then will be

removed.

2. Access the OneAsda link

o OneAsda / work / retail / pharmacy / services /

3. Type in your store number to find out the value that needs to be scanned

4. Scan the value using the barcode to the right

5. Process using the EVR barcode

Dispensing incidents

Reconciling payments

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1) Click on the folder icon in the bottom left corner

2) In the new window, select “Documents”

3) Right click anywhere in the new folder, hover over “new” then select “folder”

Appendix - Creating a folder for Zava prescriptions on the dispensary PC

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4) Once this has been created, name your new folder “Zava”

5) Click into your new Zava folder, then follow step 3 above to create a new folder, name this folder 2021 (or appropriate year)

6) Click into your new month folder, follow step 3 above to create a new folder, name this folder with the current month 7) Click into your new month folder, follow step 3 above to create a new folder, name this folder with the appropriate date 8) Create a new folder for each day to save your prescriptions in

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When the pdf is opened, the adobe reader should demonstrate that the document

has been signed and that the signatures are valid.

1. Open the pdf document with adobe reader

2. If the document has been digitally signed, you should see a blue strip at the top

of the document which states “Signed and all signatures are valid”

3. If this bar exists, then you can be satisfied that the prescription has been digitally

signed.

4. To explore the details for the signature further and verify who signed it, you need

to open the signature panel.

Click Signature Panel on the left-hand bar

(This looks like a fountain pen)

Verifying digitally signed prescriptions

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5. This will open up a panel on the left, and this gives an overview of the document

signature properties.

6. Click the link “certificate details”

7. The viewer opens with the details of the signer, the details of the signature

authority.

These certificate details show the name of the doctor signing the prescription as

well as the time and date at which the document was digitally signed.

All this information should be readable and understandable. If any of the details

are missing on a prescription or if you do not believe that it is appropriately signed,

then please contact the Online Doctor Team.

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This SOP was written centrally by the Pharmacy Compliance team and will be reviewed

every two years.

The SOP should be reviewed by the Resident Pharmacists following a critical incident.

Following a store review, any proposed amendments to the SOP must be requested by

emailing the Pharmacy Compliance team.

Review

F14 - Asda Asda Pharmacies via an online medical service ...

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