What is customer verification?
It is a feature in MedAdvisor which gives customers the ability to sign up and register their account without coming to the pharmacy in person, by sending a photo of their Medicare or DVA card and photo of themselves with their valid ID.
Why does the customer need to provide identification to sign up to the app?
In order to load a customer's medications on to their app, their identity needs to be verified first. Currently this can be done in person, at the pharmacy, by getting an activation code. However, the new feature 'Customer Verification' allows the customer to verify their account without the need to go to the pharmacy to be verified and activate their account.
Has Instant Sign Up been replaced with this new feature?
No, pharmacy staff should still be actively signing up customers as they do today, none of that should change. Customer Verification is an additional option customers can take advantage of. Ultimately, we know pharmacy staff are still best at signing up the customer, and we still encourage you to use Instant Sign Up where possible
What if I'm not 100% sure about the customer's identity?
The pharmacy has the option to deny the customer's request. Please see Customer Verification - How to deny a new patient sign up in PlusOne
How long does the customer verification request last in PlusOne?
If the Customer Verification is not accepted or denied in PlusOne it will expire in 5 days.
Can a customer sign up again if I deny them?
Yes, the customer can sign up again if you deny them.
What happens if I verify the customer and they order medications but I don't have their scripts on file?
A message section is contained in the customer's order in PlusOne where the pharmacy staff can write a note to let the customer know they require the prescription from the customer. It may be suitable to request the customer brings all their scripts to the pharmacy upon collection of the order. This is up to your pharmacy's process.
Additionally, with the introduction of eScripts, the need to keep physical scripts on file will decrease over time.
Is there an alternative way for a customer to sign up if they don't want to provide images of their identification?
Yes, the customer is able to request an activation code from your pharmacy in order to sign up.
Can the customer sign up to multiple pharmacies with this feature?
No, a MedAdvisor customer can only be signed up to one pharmacy. However, if they would ever like to change their favourite pharmacy, they are able to do so within the app.
Is Carer Mode available with Customer Verification?
It is currently not available however, it is coming soon.
If you have any further questions, please contact us on Support
We're always happy to help. Our support team is available Monday to Friday, 9AM–5PM (AEST).