Sensitivity Training for Surveyors a Prerequisite

By William Popomaronis, R.Ph.

When I worked the drug counter at my pharmacy in Baltimore, the technicians would inevitably complain about why some of the customers were short with them when they did nothing to pick a fight.

I had to remind them to be understanding and put themselves in the patient’s shoes. A few had the flu, some depressed, some manic, some were frustrated about not getting the medicine their physician ordered, and some were just exasperated over the unexpectedly high cost just to feel better.

Surveyors would be wise to heed the same advice, except this time, the patient is the independent community pharmacist. While surveyors are not in the same category as the State Board of Pharmacy Drug inspector or the dreaded prescription drug plan auditor, accreditation agency surveyors should not expect to be welcomed.

The thought of community pharmacists, already licensed, regulated, and malpractice insured, having to jump through additional hoops just to provide diabetes test strips does not conjure up warm and fuzzy feelings when surveyors walk through the pharmacy doors.

That being said, surveyors should be treated with the same respect you yourself would expect. Surveyors would do well very early on in the survey process to assess the state of the pharmacy. Like many of their patients, pharmacies aren’t feeling very well these days. The headaches of AMP, Medicare Part D, Medicaid cuts, and now accreditation and competitive bidding for DMEPOS have left many green around the gills.

Nonetheless, pharmacists and key staff should be attentive to the needs of the surveyor, and answer all questions thoroughly, providing the necessary quality standard documentation.

A wise surveyor will take note of the multitasking done by the pharmacist in charge (PIC) to efficiently run the pharmacy, and if staff resistance is encountered, MAKE THE FIRST MOVE to assure the PIC that you are on their side and will assist them in getting through this somewhat arduous process.

For more information, visit the DME Resouce Center on Pharmacist e-Link at http://www.pharmacistelink.com/medicaredme/

William Popomaronis, R.Ph., is vice president, long term and home health care services for the National Community Pharmacists Association (NCPA). He is also the only pharmacist member of Medicare’s Program Advisory and Oversight Committee (PAOC), which provides advice on the development and implementation of the DME Competitive Acquisition Program.

Bayer HealthCare, Diabetes Care, has underwritten the costs of this communication. The information expressed in this communication are the views of NCPA. Bayer is not responsible for the accuracy of the information expressed in this communication. Any questions related to DME Accreditation and/or Competitive Bidding for DMEPOS should be directed to the Centers for Medicare and Medicaid Services or NCPA.


	Sponsored by Fast Facts Suppliers must obtain accreditation to maintain Medicare Part B billing numbers. Ten agencies are approved to accredit suppliers of DMEPOS. CMS has not set a deadline for suppliers to become accredited. Important Links: Medicare DME Home Page Medicare DME blog DMe-Alert Archive: March 2, 2007 March 9, 2007 March 16, 2007 Sensitivity Training for Surveyors a Prerequisite By William Popomaronis, R.Ph. When I worked the drug counter at my pharmacy in Baltimore, the technicians would inevitably complain about why some of the customers were short with them when they did nothing to pick a fight. I had to remind them to be understanding and put themselves in the patient’s shoes. A few had the flu, some depressed, some manic, some were frustrated about not getting the medicine their physician ordered, and some were just exasperated over the unexpectedly high cost just to feel better. Surveyors would be wise to heed the same advice, except this time, the patient is the independent community pharmacist. While surveyors are not in the same category as the State Board of Pharmacy Drug inspector or the dreaded prescription drug plan auditor, accreditation agency surveyors should not expect to be welcomed. The thought of community pharmacists, already licensed, regulated, and malpractice insured, having to jump through additional hoops just to provide diabetes test strips does not conjure up warm and fuzzy feelings when surveyors walk through the pharmacy doors. That being said, surveyors should be treated with the same respect you yourself would expect. Surveyors would do well very early on in the survey process to assess the state of the pharmacy. Like many of their patients, pharmacies aren’t feeling very well these days. The headaches of AMP, Medicare Part D, Medicaid cuts, and now accreditation and competitive bidding for DMEPOS have left many green around the gills. Nonetheless, pharmacists and key staff should be attentive to the needs of the surveyor, and answer all questions thoroughly, providing the necessary quality standard documentation. A wise surveyor will take note of the multitasking done by the pharmacist in charge (PIC) to efficiently run the pharmacy, and if staff resistance is encountered, MAKE THE FIRST MOVE to assure the PIC that you are on their side and will assist them in getting through this somewhat arduous process. For more information, visit the DME Resouce Center on Pharmacist e-Link at http://www.pharmacistelink.com/medicaredme/

	William Popomaronis, R.Ph., is vice president, long term and home health care services for the National Community Pharmacists Association (NCPA). He is also the only pharmacist member of Medicare’s Program Advisory and Oversight Committee (PAOC), which provides advice on the development and implementation of the DME Competitive Acquisition Program.

	Bayer HealthCare, Diabetes Care, has underwritten the costs of this communication. The information expressed in this communication are the views of NCPA. Bayer is not responsible for the accuracy of the information expressed in this communication. Any questions related to DME Accreditation and/or Competitive Bidding for DMEPOS should be directed to the Centers for Medicare and Medicaid Services or NCPA.