Frequently Asked Questions
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Sessions
A session is like a work shift. You book a session to book a date and time for a Dispense Assist Technician to work for your pharmacy.
All bookings are done online in a streamlined process that takes approximately 15 seconds.
Yes. When booking a session, your preferred technician type will come up by default but you can choose either a Dispense Assist Technician (Advanced) or Dispense Assist Technician (Basic) for that session.
A shared session is a session where the technician simultaneously works for your pharmacy and other pharmacies at the same time. This is ideal for smaller pharmacies or less-busy times and enables a pharmacy to pay lower rates than an exclusive session. There are two types of shared sessions: a 2-share session for two pharmacies, including yours, at once and a 4-share session for four pharmacies, including yours, at once. Note that you don't get to choose who you share your session with.
The technician helps dispense prescriptions on a rotating basis, starting at the first pharmacy and then the next in constant order. If a pharmacy has no prescriptions to dispense on their turn, the technician will move onto the next pharmacy. This continues for the whole session.
Yes. When booking a session, you can choose to have your technician help dispense only for your pharmacy (exclusive), for your pharmacy and one other pharmacy (2-share) or for your pharmacy and three other pharmacies (4-share).
Your actual technician for a session will be allocated by Dispense Assist. We may be able to accommodate the same technician for recurring sessions or a large number of hours per week - please contact support.
Yes, but this is usually reserved for longer sessions. For particularly long sessions, different technicians will be used for work-related safety and performance reasons.
Sessions can start at anytime from midnight and can end anytime before and including midnight, but can't end past midnight.
The minimum duration for a session is half an hour and sessions must be booked in half an hour blocks. There is no maximum duration.
You can book as many as you like and as many months in advance as you like.
Yes and you can book as many as you like.
Yes. There is no limit to the number of workstations we can work on in your pharmacy at any one time.
Before finalising a session booking, you will be notified of the cost of that session, based on your current plan, plan discounts and current rates & fees. If your plan, plan discounts or rates & fees change before the session start time, the cost of your session will change as well, as the cost of your session is based on when the session occurs, not when the session was booked.
You cannot cancel a session in-progress. You can cancel any upcoming session at any time. If you cancel with less than 72hrs notice from start time you will be charged a nominal cancellation fee. There is no fee for cancelling with at least 72hrs notice.
Yes, but you will need to cancel that session first (and pay any applicable cancellation fee) and then re-book.
No problem. Simply login and book a session starting now and we'll get right to work.
All your sessions are clearly shown when you login. You should set separate personal reminders of your upcoming sessions.
You will need to login when your session is about to start and when your login code is displayed your session is ready to start.
It is your responsibility to login your dispenser for your session. Your session cannot start until then. If you fail to start your session on time, or at all, you will still be charged for the full session.
Yes, and this is easily done via an onscreen chat box, which is just like text messaging.
Before you first start using Dispense Assist we'll ask you to complete a "Dispensing Rules For My Pharmacy" form, to ensure our dispensers follow the rules for your pharmacy.
Your dispenser will let you know your session has ended via the chat box and will then end the remote connection.