Find answers to the most commonly asked questions.
Does my state allow telepharmacy?
Telepharmacy laws and regulations are very fragmented. Each State Board of Pharmacy has developed its own telepharmacy language, which means it’s allowed on a state-by-state basis. We created an interactive state map to help you understand the regulations in your state. You can also reach out to our regulatory expert to get answers to any specific questions you have.
What happens if my state doesn't allow telepharmacy?
Is telepharmacy legal in your state? Click here to view our updated regulations map. If your state doesn’t currently allow telepharmacy, you can sign up to receive updates pertaining to your state (and surrounding states). No spam here. We’ll simply let you know if telepharmacy regulations change in the state(s) you care about.
Is telepharmacy right for me?
Do you want to expand and open new retail pharmacy locations, or acquire existing pharmacies? Do you have one or more pharmacies that experience a wide range of prescription volume? Has your pharmacy experienced financial difficulty in past years? If you answered yes to any of these questions, telepharmacy may be right for you.
What makes TelePharm different from other telepharmacy companies?
The short answer, a lot. There are three main areas that set us apart from the typical digital health-care company.
- Software focused. Many other telepharmacy providers use a hardware-based workflow, whereas we let the software drive the process.
- Cloud-based platform. Making use of the cloud means less staff and resources are dedicated to running and maintaining a local IT infrastructure.
- Image-based workflow. Instead of a live-video workflow, our system allows pharmacists to review prescriptions in a queue-based format. Also, capturing and storing an image of every prescription ensures that you have a solid audit log (or audit defense) of every prescription dispensed at your pharmacy.
- Our team. Click here to meet the three primary teams that you’ll work with as you get started on your telepharmacy journey. They are an incredibly experienced, helpful crew who have your success as their highest priority.
How does pricing and billing work?
What services come included in the price?
When you purchase TelePharm, we want to make sure you get off on the right foot. As subject matter experts, we will answer all of your questions and help you along the way, with everything from store design to licensing. We also provide assistance with software setup and installation, training your employees, configuring the interface with your current pharmacy management system (PMS) and assisting with the licensing inspection if necessary.
Do I have to do extensive training with my staff?
We provide you with all the necessary training to get up and running, which typically takes less than a day. Our software is easy to learn and intuitive, and we’ll also provide robust training resources. Our awesome Customer Success team is available throughout the training and installation process, and will continue to support you after you’re up and running.
Can organizations other than retail independent pharmacies use TelePharm?
Yes! TelePharm is a retail telepharmacy software application that can be used by many different healthcare organizations to provide quality pharmaceutical care. That means hospitals, clinics, specialty pharmacy, mental-health centers, physician’s offices and other organizations can use TelePharm to provide dispensing at the point of care. Click here to read more about the 8 applications of telepharmacy.
How do I verify a prescription remotely?
Can you help with financing?
We have partnered with our friends at Live Oak Bank to offer you different types of financing for your pharmacy expansion. There are many different financing options available. Please click here for more information.
Can I try the software out before buying?
Do you have a location I can visit to see how it works?
Absolutely! We have well over 100 telepharmacies using our software across the country. Click here to request a site visit and we’ll coordinate your trip so you can see telepharmacy in action with one of our customers.
How can you do a DUR check on a prescription?
If TelePharm finds any interactions with any prescription, we alert you with a DUR warning(s) which includes details about the interaction and the severity. We also provide management descriptions and interaction details through our seamless integration with MediSpan, a comprehensive drug database.
How do I get started with TelePharm?
Our Customer Success team is ready to assist you throughout your telepharmacy journey. They will help setup and install your telepharmacy software platform and create a workflow that’s tailored to your needs. They can even help you design the layout of your store. Additionally, we provide superb ongoing support whenever you need it (see Ongoing Support section below for more details).
How long does it take to set up?
The setup and installation of our software platform only takes a few hours. We provide in-depth training during installation and whenever you need it. You’ll be a master of our easy-to-use software platform in no time!
What Pharmacy Management Systems do you integrate with?
We support a number of Pharmacy Management Systems (please see below) and, in the case where we don’t currently support yours, our team of developers will build one quickly (usually within a few days) at no cost to you. We can even make it work if you are using different Pharmacy Management Systems in multiple stores.
- Speed Script
- Micro Merchants
- PDX Legacy
- Framework Direct
Do I need to provide my own hardware or equipment?
TelePharm can operate on many different types of hardware, and you can choose if you want to provide your own or you want us to order it for you (either way, you still own it). We test out all of the latest hardware to determine what will be the best platform for you to use and make these recommendations based on our experience. We can work together to make sure the hardware you’re looking at using will be compatible with TelePharm.
How do I set up a new patient tablet?
The patient tablet is easy to set up. Simply launch the TelePharm patient application on the tablet and you will be prompted to enter a device code. This device code is available through the technician application at the store where the tablet will be registered. Enter the device code and your tablet is set up and ready to use. Our Customer Success team can provide further assistance with the patient tablet when the time comes. Also, make sure you bookmark our resource-filled knowledge base.
Will you provide me with floor plans?
We can provide you with floor plans and assist in designing and planning your telepharmacy if necessary. We have participated in a plethora of telepharmacy installations, so we’ve “seen them all” and would be happy to pass our expertise (and best practices) onto you.
What are the minimum internet/bandwidth requirements?
Telepharmacy (and TelePharm) was designed to operate in remote and rural areas without access to the fastest internet speeds. The minimum bandwidth requirement for TelePharm is 1MB down and 0.5 MB up, although more is better. You can also use a 4G connection as a backup internet connection (if needed).
Is my patient data safe and secure?
TelePharm stores all data and performs all transactions on secure, HIPAA-compliant servers. We have multiple redundant servers in locations across the United States, ensuring that your data never gets lost. We also use 256-bit AES encryption in transit and at rest, which is above the industry standard for protecting your electronic patient health information.
Where does TelePharm store my data?
We created a secure cloud environment which stores your data in multiple redundant locations across the country using highest level of security.
Is TelePharm HIPAA-compliant?
All of your data and connections operate inside of a secure HIPAA-compliant environment. Our team works to maintain a closed and encrypted system, ensuring that we meet all the requirements of HIPAA compliance. Please contact us to request a copy of our HIPAA-Compliant white paper if you’d like more information.
How long do you store data for?
Data is retained for as long as it is being used. Backups are retained for at least 6 years (per HIPAA regulations).
What if I have a question or a problem?
We provide live chat support for everyone on your team and our average response time is less than 8 seconds. If you’d like to give it a try, go to the lower right-hand side of your screen and send us a note – we’ll respond quickly during normal business hours (8AM – 6PM CT). We also offer phone support during normal business hours, but chat reigns supreme.
Can I call a support person on the phone for help?
Absolutely! Our support team would be happy to assist you with any issues you may have over the phone. Our customer support team is available via phone from 8am – 6pm CT (during normal business hours).
What happens if my hardware or equipment breaks?
We recommend using high-quality hardware in your telepharmacy. If your hardware happens to fail or break, we can send you new equipment at the cost of the device, or you can order the hardware as well. We also recommend having a spare camera at your telepharmacy just in case.
Do you provide software updates?
Yes! Weekly, in fact. Besides its ease of use, weekly updates are the best part about TelePharm. Our hardworking product engineers are constantly updating our application and releasing new features. This benefits you, the user, because our software improves every single week.
Do you have a list of upcoming features?
We don’t have a list of upcoming features currently available, but you can request a new feature to be added to the software at anytime within the application. Ask our Customer Success team how to request a new feature.