+---+--------------+--------------------------------------------------+
| # | **Video**    | **Audio**                                        |
|   |              |                                                  |
| S |              |                                                  |
| h |              |                                                  |
| o |              |                                                  |
| t |              |                                                  |
+---+--------------+--------------------------------------------------+
| 1 |              | Voice Over: The following educational video was  |
| . |              | developed and produced by the Pharmacy Benefits  |
|   |              | Management Work Group as a service for our       |
|   |              | veteran patients in the VA Health Care Network.  |
+---+--------------+--------------------------------------------------+
| 2 | B-roll of a  | Do you ever feel frustrated and tired of waiting |
| . | crowded      | in long lines when you pick-up your prescription |
|   | waiting      | refills at your local VA pharmacy? Or would you  |
|   | room, people | simply like to know more about how to order      |
|   | standing in  | prescription refills?                            |
|   | line,        |                                                  |
|   | close-up of  |                                                  |
|   | a vet        |                                                  |
|   | waiting      |                                                  |
+---+--------------+--------------------------------------------------+
| 3 | Paula in a   | Hello, I'm Paula Pedene, the Public Affairs      |
| . | wide shot in | Officer at the VA Medical Center in Phoenix      |
|   | the lobby    | Arizona. As a veteran myself, I know that        |
|   | area         | getting a prescription refilled can be a         |
|   |              | frustrating process. And I also know that there  |
|   |              | is a solution. For the next few minutes, I want  |
|   |              | you to Join me in exploring how you can feel     |
|   |              | comfortable and secure in using our telephone    |
|   |              | automated medication refill system.              |
+---+--------------+--------------------------------------------------+
| 4 | Paula on     | Many veterans, like myself, use the medication   |
| . | camera and   | refill system regularly or are likely to use it  |
|   |              | in the future. The VA medication refill system   |
|   | b-roll of    | is designed to efficiently refill prescriptions  |
|   | busy         | by using our centralized mail order pharmacy.    |
|   | pharmacy     | Simply request the refills AT LEAST 2 weeks in   |
|   | waiting      | advance -- and when the prescription is due, our |
|   | room,        | computer system processes your requested refills |
|   | pharmacy     | and mails the prescription right to your home!   |
|   | behind the   | Remember though, it is very important that these |
|   | scenes, busy | prescriptions are requested IN ADVANCE.          |
|   | conveyer     |                                                  |
|   | belt         |                                                  |
|   |              |                                                  |
|   | Paula in a   |                                                  |
|   | close-up,    |                                                  |
|   | b-roll of a  |                                                  |
|   | computer in  |                                                  |
|   | the Pharmacy |                                                  |
+---+--------------+--------------------------------------------------+
| 5 | b-roll of    | The Southwest VA Health Care Network recognizes  |
| . | robot,       | the importance of refilling medications          |
|   | conveyor     | efficiently. That's why we've invested in        |
|   | belt and     | automated technology and a centralized mail      |
|   | mail med     | order pharmacy. Some of the advantages of using  |
|   | refill area  | this system include:                             |
+---+--------------+--------------------------------------------------+
| 6 | bullet       | -   avoids unnecessary trips to your local VA to |
| . | points on    |     have medications refilled                    |
|   | screen       |                                                  |
|   |              | -   eliminates waiting in those long lines       |
|   |              |                                                  |
|   |              | -   optimizes the overall efficiency of the      |
|   |              |     prescription filling process                 |
|   |              |                                                  |
|   |              | > and...                                         |
|   |              |                                                  |
|   |              | -   Enables veterans who are seen for urgent     |
|   |              |     care needs to receive their new medications  |
|   |              |     promptly. Afterall, who wants to wait any    |
|   |              |     longer when they are feeling ill?            |
+---+--------------+--------------------------------------------------+
| 7 | Paula on     | For those of you who have not used the VA's      |
| . | camera,      | telephone automated medication refill system,    |
|   | outside      | HAVE NO FEAR, it's a simple process. In fact, I  |
|   | Pharmacy     | use it all the time myself. Lets join Tony       |
|   |              | Webber, one of our pharmacists, who will tell us |
|   |              | more about the automated refill system and then  |
|   |              | together we'll demonstrate how easy it is to use |
|   |              | this system.                                     |
+---+--------------+--------------------------------------------------+
| 8 | Paula and    | Paula: Hello Tony, you're the expert -- can this |
| . | Tony on      | medication refill process really make a          |
|   | camera       | difference to our vets?                          |
|   |              |                                                  |
|   | location:    | Tony: Absolutely Paula. New technology and       |
|   | waiting area | automation have made our refill system process   |
|   |              | much more efficient and is a key component to    |
|   |              | streamlining our medication refill requests.     |
|   |              |                                                  |
|   |              | Paula: Do you think we could demonstrate to our  |
|   |              | viewers how easy this refill system is and       |
|   |              | refill some of my medications?                   |
|   |              |                                                  |
|   |              | Tony: Sure.                                      |
+---+--------------+--------------------------------------------------+
| 9 | Tony holding | First, it's important to note that the VA        |
| . | up a mail    | medication refill system can be used one of two  |
|   | order form,  | ways. Veterans, if you have a touch-tone phone,  |
|   | close-up of  | you can call in your refill requests. This is    |
|   | mail order   | the most efficient way to obtain your medication |
|   | form         | refills. If you are unable to use a touch-tone   |
|   |              | phone, you can mail in your requests.            |
|   | Paula & Tony |                                                  |
|   | on camera,   | Paula: Either way is acceptable?                 |
|   | Tony with a  |                                                  |
|   | phone and    | Tony: Yes.                                       |
|   | with the     |                                                  |
|   | mail order   | Paula: OK, Walk me through both ways of ordering |
|   | forms        | refills.                                         |
+---+--------------+--------------------------------------------------+
| 1 | hand         | Before you begin, you need to have a few things  |
| 0 | reaching for | handy:                                           |
| . | a phone and  |                                                  |
|   | dialing      | -   the telephone phone number -- which is on    |
|   |              |     your refill slip and your prescription       |
|   | sample       |     bottle                                       |
|   | refill slip  |                                                  |
|   | and/or       | -   the prescription refill number -- which is   |
|   | script with  |     also on your refill slip and prescription    |
|   | the          |     bottle                                       |
|   | information  |                                                  |
|   | highlighted, | > and                                            |
|   | hand         |                                                  |
|   | reaching for | -   your Social Security Number                  |
|   | the phone    |                                                  |
+---+--------------+--------------------------------------------------+
| 1 | Paula & Tony | Paula: OK Tony, I have all that information,     |
| 1 | on camera    | let's call in my prescription                    |
| . |              |                                                  |
|   |              |                                                  |
+---+--------------+--------------------------------------------------+
| 1 | someone      | Tony: First, call your local VA facilities       |
| 2 | using the    | medication refill line.                          |
| . | phone        |                                                  |
|   |              | Once you've been connected Paula, you will be    |
|   | Tony & Paula | asked to input your Social Security Number       |
|   | on camera,   | followed by the pound sign. After your have      |
|   | Paula using  | entered this information, you will be given a    |
|   | the phone    | list of options. Choose the Pharmacy Option. You |
|   |              | will then be given a list of Pharmacy options to |
|   |              | choose from. You will need to choose the         |
|   |              | Pharmacy Refill option. Once you have chosen the |
|   |              | Refill Option, you will then be asked to enter   |
|   |              | the prescription number you want to refill       |
|   |              | followed by the pound sign.                      |
+---+--------------+--------------------------------------------------+
| 1 | Tony and     | Paula: Tony, one of my prescriptions has a       |
| 3 | Paula on     | series of letters after the prescription number, |
| . | camera       | what should I do?                                |
|   |              |                                                  |
|   | b-roll of a  | Tony: Just ignore the letters and enter the      |
|   | script with  | numbers only. If you enter any letters, the      |
|   | numbers and  | system will not recognize your prescription      |
|   | letters      | number.                                          |
|   |              |                                                  |
|   |              | Paula: Alright. What's next?                     |
|   |              |                                                  |
|   |              | Tony: After you have completed entering your     |
|   |              | prescription number and pressed the pound sign,  |
|   |              | the system will tell you when your prescription  |
|   |              | will be processed and mailed to your home.       |
|   |              |                                                  |
|   |              | Paula: What if my prescription has no remaining  |
|   |              | refills or has expired?                          |
|   |              |                                                  |
|   |              | Tony: Our system will advise you and recommend   |
|   |              | contacting your VA facility to request a         |
|   |              | renewal.                                         |
+---+--------------+--------------------------------------------------+
| 1 | Paula & Tony | Paula: I have two prescriptions to refill today, |
| 4 | on camera    | what do I do?                                    |
| . |              |                                                  |
|   |              | Tony: Follow the systems instructions by         |
|   |              | choosing the pharmacy refill option again and    |
|   |              | repeat the process of entering the appropriate   |
|   |              | prescription refill number followed by the pound |
|   |              | sign. Repeat these steps as many times necessary |
|   |              | to request all of your medications. After you    |
|   |              | are finished, simply hang up and your medication |
|   |              | refills will be sent to your home when they are  |
|   |              | due.                                             |
+---+--------------+--------------------------------------------------+
| 1 | Paula on     | Lets summarize this refill process:              |
| 5 | camera       |                                                  |
| . |              | It's pretty easy. So all you need to do is...    |
|   | Paula & Tony |                                                  |
|   | on camera    |                                                  |
+---+--------------+--------------------------------------------------+
| 1 | CG on screen | -   Call the Medication Refill Line telephone    |
| 6 |              |     number.                                      |
| . | Paula Voice  |                                                  |
|   | Over         | -   Enter your Social Security Number and press  |
|   |              |     the pound sign                               |
|   |              |                                                  |
|   |              | -   Select the Pharmacy Option                   |
|   |              |                                                  |
|   |              | -   Then select the Pharmacy Refill option       |
|   |              |                                                  |
|   |              | -   Enter your prescription number and press the |
|   |              |     pound sign (remember, numbers only, do not   |
|   |              |     enter any letters)                           |
|   |              |                                                  |
|   |              | -   Repeat steps 4 and 5 to request another      |
|   |              |     medication refill.                           |
|   |              |                                                  |
|   |              | -   When you are finished requesting all of your |
|   |              |     refills, hang up.                            |
|   |              |                                                  |
|   |              | -   Your medications will be mailed to your home |
|   |              |     when they are due!                           |
+---+--------------+--------------------------------------------------+
| 1 | Tony holding | Paula: What do you recommend for veterans who    |
| 7 | up a mail    | are unable to use a touch-tone phone?            |
| . | order form,  |                                                  |
|   |              | Tony: They can use one of these mail order       |
|   | close-up of  | forms. Simply fill in the requested information  |
|   | mail order   | and sign the request.                            |
|   | form         |                                                  |
|   |              |                                                  |
|   | hand filling |                                                  |
|   | out the      |                                                  |
|   | form,        |                                                  |
|   | stuffing     |                                                  |
|   | envelope,    |                                                  |
|   | attaching    |                                                  |
|   | stamp        |                                                  |
+---+--------------+--------------------------------------------------+
| 1 | Tony on      | Paula: I see a return addressed label here on    |
| 8 | camera       | the refill materials.                            |
| . |              |                                                  |
|   | attaching    | Tony: Sure, for added convenience, use this as   |
|   | the address  | your mailing address label to ensure your        |
|   | label and    | request is receive by your local VA. Add a stamp |
|   | stamp        | and drop it in the mail.                         |
|   |              |                                                  |
|   |              | Paula: And just like with the phone order, this  |
|   |              | mail order will be processed and the medication  |
|   |              | will be mailed to your home when it's due.       |
|   |              |                                                  |
|   |              | Tony: Right. Lastly, we recognize that some of   |
|   |              | our veterans will not be able to use the refill  |
|   |              | system for a variety of reasons. If you are      |
|   |              | unable to utilize either of our refill           |
|   |              | processes, contact your VA facility to           |
|   |              | coordinate your special needs.                   |
+---+--------------+--------------------------------------------------+
| 1 | Paula and    | Paula: Tony, thanks for taking the time to       |
| 9 | Tony on      | explain to our veterans the medication refill    |
| . | camera       | processes here in the VA Health Care System.     |
|   |              |                                                  |
|   |              | Tony: It was my pleasure Paula.                  |
+---+--------------+--------------------------------------------------+
| 2 | Paula        | Using the medication refill process greatly      |
| 0 | leaving the  | improves the overall efficiency of our VA Health |
| . | pharmacy     | Care System for all veterans. By cooperating     |
|   |              | together to use the centralized pharmacy system, |
|   |              | we can all make fewer trips to the VA, avoid     |
|   |              | waiting in line at the Pharmacy, and improve the |
|   |              | speed of service to those veterans with same day |
|   |              | urgent care needs.                               |
+---+--------------+--------------------------------------------------+
| 2 | Paula on     | We hope that you'll use our medication refill    |
| 1 | camera       | system for your next refill. If you have further |
| . |              | questions, please a member of your VA Pharmacy   |
|   | location:    | Department.                                      |
|   | outside the  |                                                  |
|   | Pharmacy     | I'm Paula Pedene, thank you for your time.       |
+---+--------------+--------------------------------------------------+

VISN 18 VA Pharmacy Department locations and phone numbers:

> Albuquerque Refill Line
>
> Local
>
> 505-256-5767
>
> Toll Free for New Mexico,
>
> Arizona, Texas, Utah & Colorado
>
> 800-465-8262 x5767
>
>  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Amarillo Refill Line
>
> Local
>
> 806-356-3770
>
> Toll Free
>
> 800-687-8262 x3770
>
>  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Big Spring Refill Line
>
> Local
>
> 432-263-7361 x7954
>
> Toll Free
>
> 800-472-1365 x7954
>
>  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ 
>
> El Paso Refill Line
>
> Local
>
> 915-564-6110
>
> Toll Free
>
> 800-672-3782 x6110
>
>  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
>  Phoenix Refill Line
>
> Local
>
> 602-222-6598
>
> Toll Free (within Arizona)
>
> 800-359-8262
>
>  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Prescott Refill Line
>
> Local
>
> 928-717-7470
>
> Toll Free
>
> 800-949-1005 x7470
>
>  \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
>
> Tucson Refill Line
>
> Local
>
> 520-629-1895
>
> Toll Free (within Arizona)
>
> 800-470-8262