RANDOLPH AIR FORCE BASE, Texas –
March 26 marks another milestone in the Randolph Pharmacy's quest to provide stellar customer service, when a new queing system is put to use.
The queing process, in which customers are issued a numbered ticket, uses an automated system to alert customers when their medication is ready.
"The system will eliminate long lines at the service windows," said Maj. Arshad Qureshi, chief pharmacist. "Patients will be able to sit comfortably until they are called."
When the customer visits the information desk to get a ticket, the pharmacy technician will categorize them based upon the Department of Defense mission and the various types of prescriptions the pharmacy offers, the major said.
"The categorizing is called triaging and allows us to better care for patients, return uniformed personnel to duty promptly and improve quality prescription processing in a timely manner," Major Qureshi said.
The different categories, or types of prescriptions, processed through the pharmacy include computer entered prescriptions or Provider Order Entry from military treatment facilities in the local region and handwritten prescriptions from civilian providers. Each type of prescription requires different processing. The pharmacy staff will manage the customer workload using these categories in order to provide individual care and service to each customer.
"We are currently limited by resources and the number of service windows," the major said. "In order to ensure all patients are seen in a timely manner, the pharmacy service windows will be servicing different categories in slightly different orders. This way we can facilitate a continual movement of all categories."
A scrolling display and plasma screen will show estimated waiting times and the ticket numbers of prescriptions that are filled and ready for pick up. An automated voice will announce numbers for prescriptions ready to be picked up and the number will flash above the service window to indicate which window customers should approach.
Ticket scanners will be located in the lobby so customers can check the status of their prescription, in case they leave the waiting area.
"We encourage patients not to leave the waiting area for long amounts of time," Major Qureshi said. If a patient misses their number, they can see the pharmacy technician at the information desk.
"We are sensitive to special needs of patients and encourage our patients to be courteous and respectful to others," he said.
If a patient loses their ticket or has to return the next day, they can go to the information desk and get a new ticket, the major said.
"During peak workload times, the pharmacy often experiences an increase in the number of patients for a variety of reasons," Major Qureshi said. "We ask for your help and patience, so we can ensure correct medication is dispensed to every patient and that all questions are answered."
The pharmacy is open Monday through Friday from 7:15 a.m. to 4:30 p.m. and is closed on weekends and federal holidays. The 12th Medical Group closes at noon on the last Wednesday of the month for training.
Customers can call 652-4127 or 652-2777 for refills.