Online pharmacies – Best practices

Developing a new online pharmacy requires careful planning and ongoing monitoring. Research and planning for starting a new pharmacy requires dedication and discipline. Maintaining an existing pharmacy requires a structured risk management plan.

The benefits for online pharmaceutical services are numerous. Online pharmacies offer convenience for the customer, especially those with limited mobility or residing in rural communities. Without a brick-and-mortar structure, operational costs for the owner may be lower. The technology for online pharmacies is readily available, offering a robust system for inventory management.

Some general thoughts on best practices from available online resources on the topic follow.

1. 01

   Regulatory and compliance

   • Licensing: Establishing and following regulatory requirements are the cornerstone of a successful online pharmacy. Ensure the pharmacy is licensed and operates according to the regulations of the country or state. State by state variations exist. Managing compliance obligations, particularly online and mail-order pharmacy license applications, and renewals, amidst ever-changing regulations should occupy an important part of the company's day-to-day operations. Keeping track of renewal dates, fees, and necessary documents can be complicated and time-consuming.
   • Adherence to standards: Online pharmacies serve many masters including state and federal agencies. It is essential to understand and follow guidelines set by regulatory bodies. State pharmacy boards oversee pharmacy practice. The Federal Trade Commission (FTC) ensures that the products sold to consumers are scientifically proven to provide the benefits as designed. Other agencies, such as the U.S. Custom Service, the U.S. Postal Service, as well as the Federal Drug Administration (FDA) play important roles in the management and movement of medications. The mission of the Drug Enforcement Administration (DEA) is to enforce the laws and regulations of controlled substances, such as narcotics. The U.S. Environmental Protection Agency (EPA) outlines and encourages the safe disposal of medications not in use or expired.
   • Verification: Despite the virtual setting, an online pharmacy will register with and display certification from verification organizations like the National Association of Boards of Pharmacy (NABP) through its Verified Internet Pharmacy Practice Sites (VIPPS) program.
   • Regular audits: Conduct regular internal audits to assess compliance with regulations and identify areas for improvement.
   • Feedback mechanism: Implementing a robust system for collecting and acting on customer feedback is crucial. It not only shows that you value your customers' opinions but also helps in improving your services based on their needs and preferences. Addressing customer complaints and issues promptly and professionally is a key aspect of maintaining customer satisfaction and trust. It reassures customers that their concerns are taken seriously and will be resolved in a timely manner. Have clear policies for handling and resolving complaints.

2. 02

   Prescription verification

   • Valid prescriptions: The bedrock of patient safety, develop and implement a robust prescription verification process. Only dispense medications based on valid prescriptions from licensed healthcare providers.
   • Verification process: To confirm the authenticity of prescriptions, implement a robust prescription verification process.

3. 03

   Qualified staff

   • Licensed pharmacists: The backbone of pharmaceutical expertise, employ licensed pharmacists to oversee pharmacy operations and provide consultations.
   • Training: Ensure all staff members are adequately trained on pharmaceutical best practices, privacy laws and customer service.
   • Competencies: Ensure a competency program is in place to have documented evidence that staff are current in business operations, ethical practices and regulatory requirements. 

4. 04

   Patient privacy and data security

   • HIPAA compliance: Adhere to the Health Insurance Portability and Accountability Act (HIPAA) standards for protecting patient information. HIPAA Compliance Checklist.
   • Secure transactions: Use secure, encrypted systems for processing transactions and storing patient data.

5. 05

   Operational policies and standard operating procedures

   • Identify workflow: Outline and memorialize your internal operational processes. Risk management outcomes are a function of the quality of the business work processes that influence them. Improve the business process that may influence exposure to risk and claims, and the outcomes will improve. To meet the challenges associated with improving the collective processes that drive claim outcomes and costs, WTW has developed Risk Performance Optimization (RPO) advisory services.
   • Inventory management: With drug shortages a recurring theme in today's market, ensure that your inventory management system is effective, efficient and sound.

6. 06

   Quality assurance

   • Strong supplier relationships: Identify reputable wholesalers, manufacturers and distributors to source your products. Ensure that regulatory and quality metrics/requirements are built into the contract.
   • Expiration dates: Regularly check and manage inventory to avoid dispensing expired medications. Technology applications can often be customized to assist with this workflow.

7. 07

   Customer education and support

   • Consultations: Offer opportunities for customers to consult online or by phone with pharmacists about their medications.
   • Communication: Provide clear information about policies on prescription requirements, shipping, returns and refunds.
   • Contact information: Make contacting the pharmacy with questions or concerns easy for customers.

8. 08

   Website and required disclosures

   • Internet website disclosure requirements: Each online pharmacy shall display, at all times and in a visible and clear manner, on its homepage a statement that it complies with the requirements of section 311 of the Act (21 U.S.C. 831) with respect to the delivery or sale or offer for sale of controlled substances. This statement must include the name of the pharmacy as it appears on the DEA Certificate of Registration.
   • Responsible advertising: Online pharmacies will need an advertising plan. Some of the more common ways to promote the offering include social media (such as Instagram, Facebook, etc.) and Google ads. Creating educational content for the medical consumer is helpful and may provide information about healthcare situations currently prevalent in their demographic. It is important to avoid promoting medications for off-label uses without proper authorization.
   • Ease of navigation: Design a user-friendly website with clear navigation, search functions and informative content.
   • Accessibility: Ensure the website is accessible to all users, including those with disabilities.
   • User-friendly website: As healthcare moves online, pharmacies must face the challenge of protecting patient information while staying competitive in a digital world and creating a HIPPA compliant website.

Building an online pharmacy involves navigating various risks to ensure safety, compliance and customer satisfaction and trust. By addressing the strategies outlined in this summary your organization can guarantee for a safe and efficient operation.

Author

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Joan M. Porcaro

RN, BSN, MM, CPHRM, FASHRM
Director, Operational & Risk Management Consulting

email Email phone +1 480 528 4872

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