FAQs – SmartRx

We will build up a repository for Frequently Asked Questions (FAQs) here.

How does the VM dispense medicines?

Meds to be dispensed at the VM are setup in smartRX MMS (Machine Management System), including details like med name, code, category, to advice and package dimensions. Based on these info, meds are also planned and arranged in a planogram to determine the most optimal layout for space efficiency and speed of dispensing.
Meds are prepared and restocked at the VM into their respective lanes. smartRX restocking solution offers clear instructions and light-guided mechanism to ensure that the restocker restocks the correct med and qty into the correct lanes.
With respective to the workflow, after the med list are shown on the Order Summary Page (or Shopping Basket from a retail perspective) at the VM and the patient had made payment over the NETS terminal, the VM will sort the list of meds to be dispensed in the most time-efficient dispensing order before performing the dispensing operations.
The VM dispenses in multiple dispensing cycles. Each cycle includes moving the dispensing tray to the correct lane, dispenses the med into the tray and delivers the med all the way to the collection box. Each cycle is broken up into multiple stages, with each stage encompassing validations, timeouts and retries to ensure that the dispensing mechanism performs each stage correctly before moving on to the next stage. For dispensing of POM and P-Meds, the VM will only dispense one med at a time, but for dispensing of OTCs, the VM is intelligent enough to allow multiple meds to be dispensed in 1 dispensing cycle. There will be visual image of the P-med and POM for the pharmacist to determine the correct medicine before opening the door. For POM only, the med will also go through smartRX prescription labelling process to print and paste the labels onto the med package before dispensing the med into the collection box.
After all the meds had been dispensed into the collection box, the collection box door will open for patients to collect their meds. The time allowed for patients to collect the meds are configurable in our system.
Before the start for the next purchase, the system will clear any uncollected items in the collection box.

What happens when the wrong medicine is dispensed?

As long as the meds are restocked into the correct lane using our smartRX restocking solution, the VM will always dispense the correct med according to the prescription issued to the patient.
Should patient discover that the wrong meds were dispensed, then likely the patient will call the support helpdesk to enquire. To address how to attend to such cases, we will need a further discussion and align on the workflow. One possible workflow could be as such:
1. Validate the case by matching against smartRX MMS transaction records and log a case of the reported incident and take note of the consultation id, date/time of incident, person reporting the incident etc.
2. Arrange home delivery of the correct med and exchange with the wrong med.
3. Verify what happened at the machine that caused the incident. This can be supported by internal videos recorded in the VM.
4. If the incident was found to be caused by a machine fault, identify the root cause and fix the VM.
5. If the incident was found to be a human error, review the work processes to prevent similar occurrences.
6. Close the case.

What are the additional security features?

As long as the meds are restocked into the correct lane using our smartRX restocking solution, the VM will always dispense the correct med according to the prescription issued to the patient.
Should patient discover that the wrong meds were dispensed, then likely the patient will call the support helpdesk to enquire. To address how to attend to such cases, we will need a further discussion and align on the workflow. One possible workflow could be as such:
1. Validate the case by matching against smartRX MMS transaction records and log a case of the reported incident and take note of the consultation id, date/time of incident, person reporting the incident etc.
2. Arrange home delivery of the correct med and exchange with the wrong med.
3. Verify what happened at the machine that caused the incident. This can be supported by internal videos recorded in the VM.
4. If the incident was found to be caused by a machine fault, identify the root cause and fix the VM.
5. If the incident was found to be a human error, review the work processes to prevent similar occurrences.
6. Close the case.