Adherence Management and the Product Swapping Tool

What is product swapping and how does it impact my patients?

Product Swapping is a tool dispensary owners can use to to swap out products in a prescription/recommendation that are considered at risk. At risk products are those that have been discontinued or have been removed from the Catalog for any other reason. The tool is used to swap these at risk products out of any affected prescription in a single sweep! In just a few simple steps, the Product Swapping tool will help maintain patient adherence by minimizing the impact on treatment plans and affected patients as much as possible .

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How will I know if a product needs to be swapped? Will I be notified?

When a product becomes at risk, a banner will appear at the top of the page to announce a product swap is needed. These suggested swaps can also be found within the Adherence tab that is accessible from the CatalogAny products displayed in the Swaps Needed tab of the Adherence Management tool are considered to be at risk products that have been prescribed to or ordered by patients in the last three months. This includes all at risk products that have been included in prescriptions created OR edited within the three month timeframe.  

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Preview Banner
This banner will appear at the top of the page when a product is considered “At Risk.”

Will swapping a product impact every prescription I’ve created?

A product swap will impact every prescription that includes the at risk product and is not limited to only prescriptions created in the last three months. A swap cannot be customized to impact select prescriptions such as those created within a specified time frame or those created after a specified date.

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When customized changes are necessary, click on the name of the at risk product from the Swaps Needed tab then select Related Prescriptions. Affected prescriptions can then be viewed and edited individually if the replacement product is not suitable for all patients. Custom changes should be made before the mass product swap is completed!

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Can I pick and choose which prescriptions a product swap will impact?

No. At this time, product swapping will instigate a mass swap and will impact all prescriptions that include the product.

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Can I revert a product swap?

Yes! To revert a product swap, go to the Swapped Products tab within the Adherence Management tool. Locate the swap you would like to reverse, then click Unswap.

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Unswap
Select “Unswap” to revert a product swap.

How do I swap a product with a Similar Product using the Product Swapping tool?

1. Click on the banner at the top of the page, or open the Catalog and click on Adherence.
2. Within the Swaps Needed tab, all products requiring a swap will be listed and tagged as “Swap Needed.”
3. Choose a Similar Product that has been curated by our Integrative Medical Advisory Team (IMAT),
TIP! To learn more about a product, click on its name to view the description, list of ingredients, available sizes, and more. When you’re finished, click the back button in your browser to return to the Swaps Needed screen.
4. An optional email notification can be enabled to notify all affected patients of the changes to their prescription(s) when a swap has been made. To enable this email, be sure to mark the email notification checkbox before completing the swap.
5. When you’re finished, click Mass swap these products to confirm the swap. Remember, product swaps can always be reversed if necessary.

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Adherence Management
Similar Products curated by our licensed practitioners can be selected when swapping an at risk product.

How do I swap a product with another product from the Catalog using the Product Swapping tool?

1. Click on the notification banner at the top of the page, or open the Catalog and select Adherence.
2. Within the Swaps Needed tab, all products requiring a swap will be listed and tagged as “Swap Needed.”
3. Select Swap with a product in the catalog to replace the product with another that is not listed as a similar product.
4. An optional email notification can be enabled that will notify all patients of a change to their prescription once the swap is finished. To enable this email, be sure to mark the email notification checkbox before completing the swap.
5. Click Mass swap these products to complete the swap. Remember, product swaps can be reversed if necessary.

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How many Similar Products will be listed as swap suggestions?

A maximum of three similar products may be listed as suggestions for any product swap, but it can be fewer if fewer than three similar products have been listed as available alternatives for that product.

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How is the list of Similar Products generated?

Similar Products that have been curated by our IMAT team can help simplify the swapping process. They are displayed in order of popularity determined by the total MSRP generated from past orders.

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Do I need to swap with a product listed as a Similar Product?

Although Similar Products will be displayed as suggestions for the product swap, selecting one of these products isn’t necessary. If the product you would like to use in the swap doesn’t appear, select the Swap with a product in the catalog option, then search and select your preferred product from our Catalog instead. Please see “How do I swap a product with a product from the Catalog using the Product Swapping tool?” above for steps on how to complete this type of swap.

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Can I view my product swap history?

When a product swap has been made, it will appear under Swapped Products within the Adherence page. This will show a history of swapped products, but also provides an opportunity to reverse a swap if needed.

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Will patients affected by a swap be notified of the change?

During the product swap process, dispensary owners will be provided with an option to send an email to all patients affected by the change. An example of this email is below.

Prescription
Optional notification email sent to patients when a product swap has been made.

In addition to this optional email, patients will be shown an alert when they sign in within the affected prescription. The replacement product will be displayed with an alert advising the patient of the change. The at risk product will be noted, but cannot be ordered.

Alert
An alert will be displayed beneath swapped products in all impacted prescriptions.

Patients who have ordered the product in the past, but did not have a prescription for the product, will be displayed a similar alert in their order history. Again, the replacement product will be displayed and the at risk product can no longer be ordered.

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Order

How long will it take before the product swap will be visible to my patients?

Once the swap has finished processing the new product will be reflected immediately. Swaps that will affect a large number of prescriptions, roughly 100 or more, may take a few minutes to complete.

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Where can I view the list of prescriptions that are impacted by an at risk product?

To view the prescriptions that will be impacted by a product swap, click on the Adherence tab within the Catalog and view the Swaps Needed tab. Click on the name of the product that requires a swap, then select Related Prescriptions to view the impacted prescriptions. Dispensary owners can then review and edit these prescriptions individually which is useful when the product chosen for the swap is not a suitable fit for every patient.

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Related
Select the name of an at risk product to view related prescriptions that will be affected by the swap.

What is the difference between an “Unavailable” and “Discontinued” product status?

At risk products with a status of “Discontinued” are products that are no longer carried and cannot be ordered.

Products with a status of “Unavailable” are those that have run out of stock and have not been reordered because new stock is not readily available. In some cases, products with this status may be updated to reflect a Vendor Backorder status in which case our support team may have more information on when to expect the product’s inventory to be replenished. To avoid disruptions to treatment plans, unavailable products can be temporarily swapped, then unswapped when a product becomes available again. For temporary product swaps, reach out to our support team who can setup a product notification for you that will update you when a product becomes available and the temporary swap can be reversed.

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