Skip to main content

​
Overview

Use this workflow to accommodate unique facility requests for pharmacy delivery and medication packaging, including:
  • Packaging types: Blister packs, bubble packs, unit dose, multi-dose
  • Labeling requirements: Large print, multiple languages, custom warnings
  • Delivery specifications: STAT delivery, temperature control, specific time windows
  • Special handling: Refrigerated medications, controlled substances, hazardous drugs

​
Quick Reference

SLA: Routine requests within 24 hours; STAT requests within 4 hours
Systems: Freshdesk, PioneerRx, AllCare.ai
Coordination: Pharmacy Intake Team, Dispatch

​
Step-by-Step Procedure

​
1. Receive and Document Special Request

In Freshdesk:
  • Open existing ticket or create new ticket for special request
  • Confirm patient details and medication(s) involved
Capture Request Details: Packaging Type:
  • Blister pack (individual dose cards)
  • Bubble pack (multi-dose cards)
  • Unit dose (individually packaged doses)
  • Multi-dose vials/bottles
  • Compliance packaging
  • Other special packaging
Labeling Instructions:
  • Language requirements (English, Spanish, etc.)
  • Font size (standard, large print)
  • Custom warnings or alerts
  • Facility-specific label format
  • Barcode requirements
Delivery Timing:
  • STAT (immediate, within 4 hours)
  • Urgent (same day)
  • Routine (next scheduled delivery)
  • Specific date/time window
  • Recurring schedule
Special Handling:
  • Temperature control (refrigerated, frozen)
  • Light-sensitive (amber containers)
  • Hazardous drug precautions
  • Controlled substance protocols
  • Tamper-evident packaging

​
2. Verify Feasibility

Check with Pharmacy:
  • Confirm pharmacy can accommodate the request
  • Verify equipment/materials available
  • Check if additional time needed
  • Identify any cost implications
Common Feasibility Issues: Cannot Accommodate:
  • Packaging type not available
  • Medication not suitable for requested packaging
  • Insufficient lead time for custom work
  • Equipment malfunction
Can Accommodate with Modifications:
  • Alternative packaging available
  • Adjusted delivery timeline
  • Partial fulfillment (some items only)
If Cannot Accommodate:
  • Document reason in Freshdesk
  • Propose alternative solutions
  • Contact facility to discuss options
  • Escalate if facility insists and request is critical

​
3. Submit Request to Pharmacy Intake Team

In Freshdesk:
  • Create new ticket for Pharmacy Intake Team OR
  • Forward existing ticket to Pharmacy Intake queue
Include All Details: Ticket Subject: Special Request - [Packaging/Delivery/Labeling] - [Patient Name] Ticket Body: 
PATIENT: [Name, DOB, Facility]
MEDICATION(S): [List all medications affected]

SPECIAL REQUEST TYPE:
☐ Packaging: [Specify type]
☐ Labeling: [Specify requirements]
☐ Delivery: [Specify timing/method]
☐ Handling: [Specify special handling needs]

DETAILS:
[Provide complete description of request]

FACILITY CONTACT:
Name: [Contact person]
Phone: [Direct line]
Email: [Email address]

URGENCY: ☐ STAT  ☐ Urgent  ☐ Routine

DEADLINE: [Date/time if applicable]

ADDITIONAL NOTES:
[Any other relevant information]
Set Priority:
  • High: STAT delivery, safety-critical packaging, time-sensitive
  • Medium: Urgent delivery, routine special packaging
  • Low: Routine delivery with standard special requests

​
4. Document in PioneerRx (if applicable)

In PioneerRx:
  • Navigate to patient profile
  • Locate relevant prescription(s)
  • Add to Special Instructions field:
Examples:
  • “BLISTER PACK - 28-day cycle”
  • “LARGE PRINT LABELS - Spanish language”
  • “REFRIGERATED - Deliver in cooler”
  • “BUBBLE PACK - Weekly cards, Sunday start”
Set Flags/Alerts:
  • Mark prescription for special handling
  • Set reminder for packaging requirements
  • Flag for pharmacy tech attention

​
5. Coordinate with Pharmacy and Dispatch

Pharmacy Coordination:
  • Confirm pharmacy received and acknowledged request
  • Verify estimated completion time
  • Check for any questions or clarifications needed
Dispatch Coordination (for delivery requests):
  • Notify dispatch of special delivery requirements
  • Provide facility contact and delivery window
  • Confirm vehicle/equipment needs (e.g., cooler for refrigerated)
  • Verify driver understands special handling
For STAT Deliveries:
  • Call pharmacy directly to expedite
  • Confirm dispatch can accommodate timeline
  • Notify facility of expected delivery time
  • Track delivery in real-time

​
6. Update Facility

Initial Confirmation:
  • Call or email facility within 2 hours of request
  • Confirm request received and being processed
  • Provide estimated completion/delivery time
  • Clarify any questions or concerns
Example Message: 
Subject: Special Request Confirmed - [Patient Name]

We have received your special request for [packaging/delivery/labeling] 
for [patient name]'s medication(s).

Request Details:
- [Summary of special request]

Estimated Completion: [Date/time]
Estimated Delivery: [Date/time]

Pharmacy Contact: [Phone number]
Dispatch Contact: [Phone number if applicable]

Please contact us if you have any questions or if your needs change.
Delivery Notification:
  • Notify facility when medication ships/delivers
  • Provide tracking information if applicable
  • Confirm receipt with facility

​
7. Verify Completion and Close

Verify with Pharmacy:
  • Confirm special request was fulfilled as specified
  • Check for any deviations or issues
  • Document actual completion time
Verify with Facility:
  • Call or email to confirm:
    • Medication received
    • Packaging meets requirements
    • Labeling is correct
    • Delivery was satisfactory
  • Address any concerns or corrections needed
In Freshdesk:
  • Final update:
    • “Special request completed: [details]”
    • “Pharmacy processed: [date/time]”
    • “Delivered: [date/time]”
    • “Facility confirmed satisfaction”
  • Attach any supporting documentation
  • Change ticket status to Resolved
In AllCare.ai (if applicable):
  • Add note: “Special pharmacy request completed: [brief description]”
  • Document for future reference if recurring need

​
Common Special Requests

​
Blister Pack / Bubble Pack

Use Case: Facilities prefer individual dose packaging for medication administration tracking Requirements:
  • Specify cycle length (7-day, 14-day, 28-day)
  • Confirm start day (Sunday, Monday, etc.)
  • Identify which medications to include
  • Verify facility can accommodate this packaging
Pharmacy Actions:
  • Repackage medications into blister/bubble cards
  • Label each dose with date/time
  • Include patient name and medication details
  • Package securely for delivery

​
Large Print Labels

Use Case: Facilities with vision-impaired staff or patients need larger text Requirements:
  • Specify font size (e.g., 14pt, 18pt)
  • Confirm all required information still fits on label
  • Verify facility preference for label layout
Pharmacy Actions:
  • Adjust label template for larger font
  • Ensure all required information included
  • Verify readability before dispensing

​
Multi-Language Labels

Use Case: Facilities serving non-English speaking populations Requirements:
  • Specify language(s) needed
  • Confirm translation accuracy
  • Verify regulatory compliance for translated labels
Pharmacy Actions:
  • Use approved translation templates
  • Include both English and requested language
  • Verify translations with qualified staff

​
Refrigerated Medications

Use Case: Temperature-sensitive medications requiring cold storage Requirements:
  • Confirm medication requires refrigeration
  • Specify acceptable temperature range
  • Coordinate cold chain delivery
Pharmacy Actions:
  • Store medication in pharmacy refrigerator
  • Package in insulated cooler with ice packs
  • Include temperature indicator if available
  • Expedite delivery to minimize time out of cold storage
Dispatch Actions:
  • Use insulated delivery container
  • Minimize delivery time
  • Confirm facility has refrigeration ready
  • Document delivery time for cold chain tracking

​
STAT Delivery

Use Case: Urgent medication need, cannot wait for routine delivery Requirements:
  • Confirm true urgency (vs. routine request)
  • Identify specific deadline
  • Verify facility will be available to receive
Pharmacy Actions:
  • Prioritize prescription processing
  • Expedite dispensing and labeling
  • Notify dispatch immediately when ready
Dispatch Actions:
  • Assign dedicated driver if available
  • Provide direct delivery (not part of route)
  • Call facility with ETA
  • Confirm delivery with signature

​
Troubleshooting

​
Issue: Pharmacy cannot fulfill special packaging request

Solution:
  • Discuss alternative packaging options with pharmacy
  • Contact facility to propose alternatives
  • If facility insists, escalate to pharmacy manager
  • Document decision and rationale

​
Issue: Special request significantly delays medication delivery

Solution:
  • Inform facility of delay and reason
  • Offer to send medication in standard packaging first, then provide special packaging for refills
  • Adjust timeline expectations
  • Prioritize safety over convenience

​
Issue: Facility requests custom labeling not compliant with regulations

Solution:
  • Explain regulatory requirements to facility
  • Propose compliant alternative that meets their needs
  • Escalate to pharmacy manager if needed
  • Document compliance discussion

​
Issue: STAT delivery requested but dispatch unavailable

Solution:
  • Check if facility can pick up from pharmacy
  • Explore alternative delivery services (courier, etc.)
  • Negotiate realistic timeline with facility
  • Escalate if truly urgent and no options available

​
Video Walkthrough

🔗 Pharmacy Delivery & Labeling Training Video