This Policy and Procedure is to comply with:

California Code of Regulations § 1707.5(d):
The pharmacy shall have policies and procedures in place to help patients with limited or no English proficiency understand the information on the [prescription] label . . . in the patient’s language. The pharmacy’s policies and procedures shall be specified in writing and shall include, at minimum, the selected means to identify the patient’s language and to provide interpretive services in the patient’s language. If interpretive services in such language are available, during all hours that the pharmacy is open, either in person by pharmacy staff or by use of a third-party interpretive service available by telephone at or adjacent to the pharmacy counter.

California Code of Regulations § 1707.6(c):
Every pharmacy, in a place conspicuous to and readable by a prescription drug consumer, at or adjacent to each counter in the pharmacy where dangerous drugs are dispensed or furnished, shall post or provide a notice containing the following text:

“Point to your language. Interpreter services will be provided to you upon request at no cost.”

This text shall be repeated in at least the following languages: Arabic, Armenian, Cambodian, Cantonese, Farsi, Hmong, Korean, Mandarin, Russian, Spanish, Tagalog, and Vietnamese. Each pharmacy shall use the standardized notice provided or made available by the board, unless the pharmacy has received prior approval of another format or display methodology from the board.

The pharmacy may post this notice in paper form or on a video screen if the posted notice or video screen is positioned so that a consumer can easily point to and touch the statement identifying the language in which he or she requests assistance. Otherwise, the notice shall be made available on a flyer or handout clearly visible from and kept within easy reach of each counter in the pharmacy where dangerous drugs are dispensed or furnished, available at all hours that the pharmacy is open. The flyer or handout shall be at least 8 1/2 inches by 11 inches.

 

Policy:
Procedure:

Pharmacy has a means to identify the patient’s language.

• For patient’s not proficient in English, pharmacy staff will seek to determine the patient’s preferred language using the Interpretation Notice flyer or poster.
• If their language is not present, pharmacy staff will follow the procedure below to determine the patient’s preferred language.

Pharmacy has a means to provide interpretive services in the patient’s language.

• The Pharmacist will utilize pharmacy staff, if available, that speaks the patient’s preferred language.
• Pharmacist or staff will contact the patient’s insurance company to take advantage of interpretive services they offer.
• Pharmacy makes available a phone located at or near the pharmacy counter to utilize interpretive services available from a 3rd party service.

Interpretive services are available, during all hours that the pharmacy is open.

• Pharmacy will avail itself to 3rd Party interpretive services during all pharmacy store hours. Services this pharmacy have arranged to use are:
• ____________
• ____________

Pharmacy, in a place conspicuous to and readable by a prescription drug consumer, at or adjacent to each counter in the pharmacy where dangerous drugs are dispensed or furnished, will post the notice required by Pharmacy Law.

• Pharmacy is waiting for the Board of Pharmacy to provide an official published Notice (similar to its Notice to Consumers) that includes the consumer’s right to interpretive services.
• Until then, pharmacy keeps a 8.5 x11 inch permanent flyer at or near the pharmacy counter to allow patients to easily point to and touch the statement identifying the language in which he or she requests assistance.

Patient safety and understanding of medication use are of primary importance.

• Pharmacist shall make an assessment of patient understanding of interpreted information. If, in Pharmacist’s professional judgment, patient’s understanding is not sufficient to ensure the safe use of the medication, Pharmacist may decline to fill the prescription and refer patient to a pharmacy that can better meet patient’s needs.

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