Checklist template

Prescription pickup and counselling area for pharmacies

A ready-to-use checklist with 99 items in 6 sections, covering Queue, Identification, Counselling offer, Privacy, Payment, Will-call management. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 99 Items
  • 79 Yes / No checks
  • 6 Scored ratings
  • 109 Points

Use this template How audits work

1. Queue 17 items

  1. Overhead or counter signs show patients where to drop off and where to pick up Yes / No 1 pt
  2. A floor marker or sign asks the next patient to wait at a distance from the person being served Yes / No 1 pt
  3. The queue does not block the aisle in front of the pharmacy counter Yes / No 1 pt
  4. Patients reaching the pickup counter are greeted within the time set by company policy Yes / No 1 pt
  5. Backup is called to the pickup register when the line exceeds the number of patients set by company policy Yes / No 1 pt
  6. The pickup register was not left unattended while patients were in line during the visit Yes / No 1 pt
  7. Chairs are available near the counter for patients who are waiting Yes / No 1 pt
  8. Seats of the waiting-area chairs are intact, with no tears or stains Yes / No 1 pt
  9. Waiting patients are called by name or number, never by the name of their medication Yes / No 1 pt
  10. Pharmacy hours, including any closure for the pharmacist's meal break, are posted at the counter Yes / No 1 pt
  11. The name of the pharmacist on duty is displayed where patients can see it Yes / No 1 pt
  12. Pharmacy licenses and permits are displayed as required by local regulation Yes / No 1 pt
  13. Pharmacy staff wear a badge showing their name and role (pharmacist, technician, assistant) Yes / No 1 pt
  14. The lowered section of the counter for wheelchair users is clear of displays and paperwork Yes / No 1 pt
  15. Patients in line at the pickup counter on arrival Number
  16. Longest wait in the pickup line observed (minutes) Number
  17. Management of the pickup line Rating
    • Short line, patients greeted promptly 5 pts
    • Line builds before backup is called 3 pts
    • Long line with no response 1 pt

2. Identification 15 items

  1. The clerk asks the patient to state the name, rather than reading a name aloud for confirmation Yes / No 1 pt
  2. A second identifier (date of birth or address) is asked for and compared with the bag label on every pickup observed Yes / No 1 pt
  3. A person collecting for someone else is asked for the patient's date of birth or address Yes / No 1 pt
  4. Photo identification is requested for controlled substance pickups where local regulation or company policy requires it Yes / No 1 pt
  5. Identification details are recorded in the system where the register prompts for them Yes / No 1 pt
  6. The clerk compares the number of prescriptions shown in the system with the number of bags handed over Yes / No 1 pt
  7. The clerk shows the patient the name on each bag before handing it over Yes / No 1 pt
  8. Bags of patients with the same or a similar name carry a name alert sticker Yes / No 1 pt
  9. When no bag is found, the clerk checks the prescription status in the system before answering the patient Yes / No 1 pt
  10. Pickups by caregivers or drivers for care homes are signed for in the delivery or pickup log Yes / No 1 pt
  11. A signature or electronic acknowledgment is captured for each pickup where the payer or local regulation requires it Yes / No 1 pt
  12. An employee asked could explain what to do when the identifier given does not match the bag Yes / No 1 pt
  13. Pickups observed during the visit Number
  14. Pickups observed where two identifiers were confirmed Number
  15. Identity checks at pickup Rating
    • Two identifiers on every pickup 5 pts
    • Second identifier sometimes skipped 3 pts
    • Bags handed over on a name alone 1 pt

3. Counselling offer 16 items

  1. Every patient collecting a new prescription is told that the pharmacist will speak with them Yes / No 1 pt
  2. The offer of counseling is made aloud, not only through a prompt on the signature pad Yes / No 1 pt
  3. Counseling on new prescriptions is given by a pharmacist or a supervised intern, not by a technician or clerk Yes / No 1 pt
  4. A patient's refusal of counseling is documented as local regulation requires Yes / No 1 pt
  5. The pharmacist reached the counseling point within 2 minutes of being called during the visit Yes / No 1 pt
  6. In a counseling session observed, the pharmacist covered what the medicine is for, how to take it and the main side effects Yes / No 1 pt
  7. The pharmacist asks the patient to repeat back the directions for high-risk medicines Yes / No 1 pt
  8. Placebo inhalers or demonstration pens are kept at the counseling point Yes / No 1 pt
  9. An oral syringe or dosing cup is supplied with liquid prescriptions for children Yes / No 1 pt
  10. Patients are told at pickup when the dose or the appearance of a refill has changed Yes / No 1 pt
  11. The telephone interpreter service number is posted at the counseling point Yes / No 1 pt
  12. Questions about non-prescription medicines asked at the pickup register are referred to the pharmacist Yes / No 1 pt
  13. A bag flagged "pharmacist to counsel" cannot be sold until a pharmacist releases the register prompt Yes / No 1 pt
  14. New prescriptions picked up during the visit Number
  15. New prescriptions picked up during the visit where a pharmacist counseled the patient Number
  16. Counseling offer on new prescriptions observed Rating
    • Pharmacist spoke with every patient 5 pts
    • Offered but often declined after a passive question 3 pts
    • Not offered 1 pt

4. Privacy 19 items

  1. A conversation at normal volume at the counseling point could not be followed from the waiting marker (tested by the inspector) Yes / No 1 pt
  2. A partition or a separate counter section divides the counseling point from the pickup register Yes / No 1 pt
  3. A private consultation room is unlocked and ready for use when a patient asks for privacy Yes / No 1 pt
  4. Staff do not say medication names or conditions aloud at the register within hearing of other patients Yes / No 1 pt
  5. Screens at the pickup counter are turned away from patients or fitted with privacy filters Yes / No 1 pt
  6. Names on will-call bags cannot be read from the patient side of the counter Yes / No 1 pt
  7. No prescriptions, labels or patient printouts are lying on the pickup counter Yes / No 1 pt
  8. Waste labels and paperwork showing patient names go into the shred bin, never into the regular trash Yes / No 1 pt
  9. The shred bin is locked Yes / No 1 pt
  10. Paper in the shred bin is below the slot, so nothing can be pulled back out Yes / No 1 pt
  11. Labels on vials returned by patients are removed or defaced before the vials are discarded Yes / No 1 pt
  12. The privacy notice is posted or available at the counter as required by local regulation Yes / No 1 pt
  13. Staff verify a caller's identity before discussing a prescription over the phone Yes / No 1 pt
  14. Phone calls about a patient's medication are made away from the pickup counter Yes / No 1 pt
  15. Receipts showing the medication name are stapled face-in or placed inside the bag Yes / No 1 pt
  16. A workstation left unattended during the visit was locked Yes / No 1 pt
  17. Every employee working at the counter has a signed privacy training record for the current year Yes / No 1 pt
  18. Date of the last privacy training session held at the pharmacy Date
  19. Privacy at the pickup and counseling area Rating
    • Conversations and documents protected 5 pts
    • Minor exposure of names or voices 3 pts
    • Patient information seen or overheard by others 1 pt

5. Payment 15 items

  1. The amount due is stated to the patient before payment is taken Yes / No 1 pt
  2. Each prescription is scanned at the register individually, not rung under a general department key Yes / No 1 pt
  3. An unexpectedly high copay is referred to a technician to recheck the insurance before the patient pays or leaves Yes / No 1 pt
  4. The prescription receipt for tax or insurance purposes is given with every pickup Yes / No 1 pt
  5. Patients are told at the register when a prescription was not covered by their plan, before they pay Yes / No 1 pt
  6. The clerk tells the patient what each signature on the pad is for (pickup, counseling, privacy notice) Yes / No 1 pt
  7. Voids of prescriptions already sold require approval by a pharmacist or manager Yes / No 1 pt
  8. When a patient declines a prescription at the register, the claim is reversed on the same day Yes / No 1 pt
  9. Pickups charged to an account (care homes, workers' compensation) are signed for by the person collecting Yes / No 1 pt
  10. The payment terminal faces the patient so that the PIN is entered unseen by staff Yes / No 1 pt
  11. Sales of behind-the-counter products restricted by local regulation are logged at the pharmacy register as required Yes / No 1 pt
  12. Tap, chip and health spending card payments are accepted on the terminal at the pickup register Yes / No 1 pt
  13. Front-store items rung at the pharmacy register stay within the number allowed by company policy when a line is waiting Yes / No 1 pt
  14. Minutes taken for one complete pickup transaction observed Number
  15. Payment handling at the pharmacy register Rating
    • Accurate, each prescription scanned, price questions resolved 5 pts
    • Minor lapses 3 pts
    • Prescriptions handed over unscanned or price questions left unresolved 1 pt

6. Will-call management 17 items

  1. Will-call bins are labeled by letter or location number Yes / No 1 pt
  2. The bins are not filled past the top edge Yes / No 1 pt
  3. The floor under and behind the will-call bins was checked during the visit and no bag was found Yes / No 1 pt
  4. Will-call is reviewed for uncollected prescriptions on the schedule set by company policy Yes / No 1 pt
  5. Date of the last will-call review Date
  6. Bags in will-call older than the limit set by company policy Number
  7. Age of the oldest bag in will-call (days) Number
  8. Patients receive a reminder call or text before an uncollected prescription is put back in stock Yes / No 1 pt
  9. The bags in the will-call refrigerator bin match the system list of refrigerated orders ready for pickup Yes / No 1 pt
  10. Bags reported missing at pickup are logged Yes / No 1 pt
  11. Each missing bag logged in the last 30 days shows what was found on investigation Yes / No 1 pt
  12. Will-call bins are behind the counter, out of reach of the public Yes / No 1 pt
  13. The will-call area is tidied and re-alphabetized at least once a week Yes / No 1 pt
  14. Total bags in will-call at the time of the visit Number
  15. Name of the pharmacist on duty Short text
  16. Overall service at the pickup and counseling area Rating
    • Short wait, identity checked, counseling offered and conversations private 5 pts
    • Service given with a long wait or a missed identity, counseling or privacy step 3 pts
    • Bags handed over unchecked or patient information exposed 1 pt
  17. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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