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Will-Call Prescription Management Overview
A will-call system is a process and technology used in community/retail pharmacies
to manage and organize prescriptions that are ready for pickup by patients.
This system is designed to streamline the storage, retrieval, and organization of
prescriptions, ensuring that patients can easily access their medications when they
arrive at the pharmacy. Whether manual or automated, the Will-Call system is an
integral part of managing prescription workflows in pharmacies.
Key Features of a Pharmacy Will-Call System
1. Prescription Storage
• Once a prescription is filled and ready for pickup, it is placed in a designated area within the pharmacy, often referred to as the
“Will-Call bin” or “Will-Call shelf.” This area is organized to help pharmacists and staff quickly locate prescriptions that need to be
picked up by patients.
2. Identification and Organization
• Prescriptions in the Will-Call area are typically labeled with patient names, prescription numbers, and other identifying information.
The system may use physical labels or digital tracking, depending on the pharmacy’s setup.
• Some pharmacies may organize prescriptions alphabetically, by pickup time, or by other methods for efficient retrieval.
3. Automated or Manual Retrieval
• In larger pharmacies, automated Will-Call systems may be used, which can include automated storage and retrieval systems
(ASRS) or conveyor belts that move prescriptions from storage to the pickup counter.
• In smaller or traditional pharmacies, Will-Call is typically managed manually by pharmacy staff who retrieve prescriptions
as needed.
4. Patient Notification
• Pharmacies using a Will-Call system may notify patients when their prescriptions are ready for pickup. This can be done through
automated phone calls, text messages, or email notifications.
• The system helps ensure that patients are informed and can promptly pick up their medications once they are prepared.
5. Security and Accuracy
• To ensure accuracy and prevent errors, pharmacies often use specific protocols for labeling, organizing, and verifying medications
in the Will-Call system. This helps prevent confusion with other prescriptions and ensures that patients receive the correct
medications.
• Many systems include barcode scanning or electronic verification to match prescriptions to patients.
6. Time Management
• The Will-Call area allows the pharmacy to efficiently manage prescription pickup times, especially during busy periods. It enables
pharmacy staff to prioritize prescriptions that have been waiting the longest or are close to their pickup deadlines.
7. Expiration and Management
• Pharmacies often track the length of time prescriptions remain in the Will-Call system. If a prescription is not picked up within a
certain period, the pharmacy may contact the patient for a reminder or cancel the prescription to free up space.
8. Patient Experience
• The Will-Call system improves the overall patient experience by reducing wait times at the pharmacy counter. When patients
arrive, their prescriptions are already prepared and easily accessible.