FAQ: Dispensing Medicine
Common questions about how to dispense medicines—by prescription, queue token, or counter.
General Dispensing
Q: Do I need to create a patient record for every person who comes to the pharmacy?
A: No. If someone buys over-the-counter medicines without a prescription, you do not need a patient record—just ring up the sale via POS. If a patient has a prescription or queue token linked to a medical case (e.g., from a doctor or OPD), a patient record must already exist in Usystems.
Q: Can I dispense a medicine if it is not in the system's inventory?
A: No. The system will not allow you to dispense more than the available quantity. If stock is unavailable, inform the patient and either suggest an alternative medicine or offer to dispense it later when stock is replenished. Always update your inventory records when stock arrives.
Q: What should I do if a customer wants a medicine that requires a prescription in my region, but they don't have one?
A: Do not dispense it. Even if the customer insists, you must follow your country's drug regulations. Direct them to a doctor or clinic to obtain a prescription first. Your pharmacy could face legal penalties if you sell restricted medicines without a prescription.
Dispensing by Prescription
Q: How do I know which prescription to dispense if multiple prescriptions are linked to the patient?
A: In the patient's record or via the prescription queue, you should see a list of all prescriptions for that patient. Select the one the patient is presenting with or asking for. The prescription should show the date issued by the doctor, so you can confirm with the patient ("Is this the prescription from your doctor visit on July 2nd?").
Q: Can I partially dispense a prescription?
A: Yes. If the patient does not need all medicines on the prescription now, or if one item is out of stock, you can dispense only the available or needed items. Note the quantities dispensed in the system and leave the prescription marked as incomplete so the patient knows they can return for the rest.
Q: What if the patient lost their physical prescription?
A: If the prescription is already in the system (e.g., from a connected medical office or OPD), you can still dispense from it without the paper copy. If the prescription is not in the system, direct the patient to the prescribing doctor to provide a copy or have the prescription entered into Usystems.
Dispensing via Queue Token
Q: What if the patient's token doesn't scan?
A: Try scanning again, ensuring the barcode or QR code is clean and fully in view of the scanner. If it still doesn't scan, ask the patient for their phone number, ID, or name and manually search for their record. As a last resort, call the queue administrator for help.
Q: Can I dispense to a patient whose token has expired or been skipped?
A: Yes. A token is just a way to organize the order. If the patient is present and you have their prescription, you can dispense regardless of token status. Update the token status in the system (mark as completed or skipped) so the queue system stays accurate.
Q: Should I weigh inventory before dispensing via queue?
A: You should be aware of current stock before you call the token or when the patient arrives. If you just called a token and discover the medicine is out of stock, inform the patient immediately rather than making them wait while you search. Update stock levels in Usystems regularly so these surprises do not happen.
Counter Sales
Q: Can a walk-in customer pay with a personal check or on credit?
A: It depends on your pharmacy's policy. Most counter sales are cash-on-delivery (pay before you dispense). If your system supports customer accounts or store credit, you can use those, but only for customers you have verified. For walk-ins without a known account, require cash or card payment upfront.
Q: If I sell an item over the counter, does it get added to the patient's medical record?
A: Not automatically. Over-the-counter sales are just sales transactions, not medical events. If the patient has a medical case or prescription in the system and you want to log the medicine (e.g., for allergy or interaction checking), manually note it in their medical record. The sale itself is recorded in inventory and accounting.
Q: Can I sell medicines from the pharmacy without using the POS system?
A: No. Always use the POS or sales system in Usystems. This ensures accurate inventory tracking, financial records, and audit trails. Selling without the system creates gaps and could lead to stock theft, loss, or regulatory issues.
Inventory & Stock
Q: What happens to my inventory when I dispense a medicine?
A: Inventory decreases automatically for each unit you dispense. The system tracks which warehouse or location the medicine came from. When your stock falls below a reorder point, the system may flag it so you know to order more.
Q: If I dispense the wrong medicine, can I undo it?
A: You should rarely need to undo a dispense if you verify the medicine name and strength before handing it to the patient. If you realize the error before giving the medicine to the patient, cancel the sale in the system and start over. If the medicine was already given, you must create a refund or return transaction to correct the inventory. Always double-check before dispensing.
Q: Should I dispense from the oldest stock first (FIFO)?
A: Yes, FIFO (First In, First Out) is a best practice for medicines because older stock is more likely to expire soon. Always check expiry dates and dispense the oldest medicine first unless it is expired (in which case discard it). Your pharmacy should organize shelves by expiry date to make FIFO easy to follow.
Accounting & Billing
Q: Do I need to record the cost of each medicine when dispensing?
A: No. You only enter the quantity. Usystems automatically records the cost based on the medicine's cost price in the product record and calculates COGS (cost of goods sold).
Q: What if the customer has an advance balance with the pharmacy—how do I apply it?
A: When recording payment, select the Use Balance option or similar (depending on your system). The system deducts the sale amount from the customer's advance balance. If the balance is insufficient, the patient pays the remainder in cash or card.
Q: Can I give a discount during dispensing?
A: Yes. You can apply a discount code, a percentage, or a fixed amount during the sale. Make sure you have permission to offer discounts (some pharmacies restrict this to managers). The discount is recorded in the sale, and your financial reports show the discounted total.
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