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top Frequently Asked Questions |
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Below you will find questions and answers with regard to the usage of top and the enrolment of your customers into the system.
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Operational and System
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| Question: How is top linked to my dispensary software? |
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Answer: Information from your dispensary software is extracted nightly by specialised extraction software ‘DispX’ developed by Intellipharm Pty Ltd and is gathered on your server. These files will be read by the top application in order to manage your customer relations through frequent communication and relevant information. No sensitive data will leave your pharmacy!
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Question: How do I know if top can be used in my pharmacy? |
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Answer: top works with 97% of the pharmacy platforms (dispensary systems), which means it is suitable for almost every pharmacy.
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Question: Can top work on any computer system? |
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Answer: top is developed in Windows and therefore works on Windows operating systems. Windows 2000 and after, with 1GB or more of RAM will provide sufficient specifications to run top application smoothly.
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Question: Will the top software slow down my systems? |
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Answer: top sits in the background and doesn’t interfere with your system’s speed and functioning. As expected top does consume a small amount of system resources to operate, however it is designed in such a way that is very unlikely that it will slow down your system. |
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Using the top system
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Question: Is using top a difficult exercise? |
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Answer: top is simple, easy to use and self-thinking. It is designed to fit into the pharmacy workflow and to enhance store efficiency.
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Question: How do I enrol customers into top?
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Answer: Enrolling customers is really easy. Registration steps simplified:
1. Click ‘Add Customer’ and search for the customer name: ‘Search Customer’
2. Fill all the empty fields and ask the customer for his/her service preferences
3. Select the preferred communication channel and registration confirmation
4. Fill the returned secure PIN and save for completion.
Training videos are available to help you with the registration of customers and to see an example.
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Question: Am I obliged to enrol customers into top? |
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Answer: No. There is no obligation whatsoever, but bear in mind, customers will be provided with great services and better healthcare. You will gain from store loyalty enhanced through as many customers registered as you possibly can.
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Question: Can I enrol any customer at any time into top? |
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Answer: Yes. You can enrol any customer at any time in top, even non-prescription or front of shop customers. The more customers registered in top, the completer your data base to increase your loyalty base and your store performance.
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Question: Can customers choose to opt out of the programs at any stage? |
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Answer: Yes. Customers can opt-out whenever they wish to. They should contact your pharmacy if they wish to unsubscribe from the service. Once a customer “opts out” you need to inactivate the customer in his or her 'customer profile'.
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Question: What is a suggested approach for encouraging patients to enrol in the support programs? |
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Answer: The following is a guide that could be used:
“Our pharmacist would like to offer you a free service, which should make life easier for you. It involves sending you prescription reminders for your repeat and regular medications as well as notices when we have relevant health or product information available for you.”
Training videos are available to help you with the registration of customers and to see an example.
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Question: How do I get consent from customers to enrol them into top and start communicating with them? |
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Answer: There are two ways to capture the customer’s consent. The easiest way is to transmit a SMS with a secure PIN code to their mobile phone when the registration process is completed with the customer still in the pharmacy. This code is then entered into top to complete the registration. Alternatively, customers can sign a printed form. When you choose the ‘Signed Consent’ option a letter will be automatically printed including all the relevant details.
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Question: How long does it take for a customer to be activated into top after registration? |
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Answer: Within 24 hours. When the registration is completed, overnight the customers’ information will be formatted and assembled to enable the services the customer requested. Once this has occurred, the customer will be enrolled into top and will receive reminders and helpful information addressing their health concerns.
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Question: How often and what type of information will my customers receive? |
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Answer: They will receive reminders via SMS, email or their home phone when their repeats are due or their script expires. In addition, at your discretion, they will be sent helpful health information related to their condition or health generally. This ethical service is non-intrusive. Please bear in mind that you decide and authorise any communication that goes out to the customer.
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Question: Will my customers receive a single reminder for every medication? |
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Answer: No. Your customers will receive combined reminders where possible (1 week window) for various prescriptions.
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Question: Are reminders still sent if customers pick up their refills before the due date? |
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Answer: No. The dispensary system interacts with top and concludes that the refill is already picked up. Therefore, the reminder for this this prescription will not be sent. |
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Privacy and Security Questions
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Question: What does top do with the customer’s information? |
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Answer: Identifiable customer information will stay in your pharmacy. This safeguards your customer’s privacy. All information is strictly used in accordance with the Australian Privacy Act.
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Question: Who is in control of customer communications? |
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Answer: Your pharmacy. Customer access is controlled by the pharmacist and all sensitive and personal customer information will stay in the pharmacy, which means all communication to customers must go through the pharmacy.
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Cost Questions
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Question: How much will I pay for sms and other messages? |
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Answer: We work on a cost plus basis which means that we do not consider messages a profit product. Therefore you will pay substantially less than elsewhere in the market for comparable product services. Exact prices can be obtained from PDLA Group directly. Your pharmacy will be invoiced monthly based on usage.
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Support and Services
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Question: Who do I contact if I am unable to access or enrol customers into top? |
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Answer: First click the ‘Help’ button in the left upper corner of your screen, where you can find all relevant information. Contact PDLA Technical Support on phone number 1300 172 151 or email to info@pdla.com.au.
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