Checklist template

Pharmacy drive-thru operations

A ready-to-use checklist with 106 items in 6 sections, covering Lane and signage, Service time, Verification, Privacy, Equipment, Safety. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 106 Items
  • 91 Yes / No checks
  • 6 Scored ratings
  • 121 Points

Use this template How audits work

1. Lane and signage 17 items

  1. A sign visible from the parking lot entrance points to the pharmacy drive-thru Yes / No 1 pt
  2. Arrows and lane markings painted on the pavement are legible Yes / No 1 pt
  3. The clearance height is posted on a bar or sign before the canopy Yes / No 1 pt
  4. Drive-thru hours are posted at the lane entrance Yes / No 1 pt
  5. The posted drive-thru hours match the hours the window is actually staffed Yes / No 1 pt
  6. Where there are two lanes, a sign states which lane is for drop-off and which for pickup Yes / No 1 pt
  7. A sign at the window lists the services that require coming inside (vaccinations, consultations) Yes / No 1 pt
  8. The call button at the remote lane is labeled Yes / No 1 pt
  9. The lane surface is free of potholes and standing water Yes / No 1 pt
  10. The lane and its curbs are free of litter and weeds Yes / No 1 pt
  11. The window glass is clean on both sides Yes / No 1 pt
  12. Signs in the lane are not faded, peeling or damaged Yes / No 1 pt
  13. No sign or display blocks the view between the employee at the window and the driver Yes / No 1 pt
  14. Shrubs and trees are trimmed so that drivers leaving the lane can see pedestrians and cross traffic Yes / No 1 pt
  15. The lane is not used for parking by delivery vehicles or employees Yes / No 1 pt
  16. Vehicles in the lane on arrival Number
  17. Condition of the lane and its signs Rating
    • Clean, clearly marked and easy to follow 5 pts
    • Usable with worn markings or minor litter 3 pts
    • Confusing, damaged or dirty 1 pt

2. Service time 16 items

  1. A chime or light inside the pharmacy signals each vehicle arriving at the window or remote lane Yes / No 1 pt
  2. Drivers are greeted within the time set by company policy Yes / No 1 pt
  3. Seconds from the vehicle's arrival to the greeting (observed) Number
  4. Minutes from greeting to departure for one pickup observed Number
  5. Highest number of vehicles waiting in the lane during the visit Number
  6. One employee per shift is named as responsible for the drive-thru on the assignment board or schedule Yes / No 1 pt
  7. The employee assigned to the drive-thru wears the headset, where the store is equipped with one Yes / No 1 pt
  8. Drivers whose prescription is not ready are told the expected wait in minutes Yes / No 1 pt
  9. A driver facing a wait longer than the limit set by company policy is asked to park in a waiting space or come inside Yes / No 1 pt
  10. Parking spaces reserved for drive-thru patients who are waiting are marked Yes / No 1 pt
  11. Prescriptions dropped off at the window are given a promised time Yes / No 1 pt
  12. Insurance problems not solved within the time set by company policy are handled inside or by phone, not with the vehicle holding the lane Yes / No 1 pt
  13. Backup is called when vehicles and counter patients are waiting at the same time Yes / No 1 pt
  14. The window stayed open throughout the visit, with no sign sending drivers inside Yes / No 1 pt
  15. Drive-thru service times are tracked by a timer or report, where the store is equipped Yes / No 1 pt
  16. Speed of drive-thru service observed Rating
    • Greeted and served within company standards 5 pts
    • Greeted promptly but slow to complete 3 pts
    • Vehicles left waiting without contact 1 pt

3. Verification 18 items

  1. The driver is asked for the patient's name and date of birth on every pickup at the window Yes / No 1 pt
  2. The driver states the identifiers; the employee does not read them out for a yes or no Yes / No 1 pt
  3. A driver collecting for another person gives that patient's date of birth or address Yes / No 1 pt
  4. Photo identification for controlled substances is passed through the drawer where local regulation or company policy requires it Yes / No 1 pt
  5. The employee can see the driver's face clearly through the window or on the lane camera Yes / No 1 pt
  6. The name on the bag is checked against the name given before the bag goes into the drawer or carrier Yes / No 1 pt
  7. A tube carrier holds the order of one patient only Yes / No 1 pt
  8. The number of prescriptions in the order is confirmed with the driver before sending Yes / No 1 pt
  9. The signature pad or tablet is passed to the driver for the pickup acknowledgment Yes / No 1 pt
  10. The order is scanned at the window register before it is handed over Yes / No 1 pt
  11. Refrigerated items are added to the order just before it is sent out Yes / No 1 pt
  12. Oral suspensions are mixed before the order is sent to the vehicle Yes / No 1 pt
  13. A pharmacist comes to the window or handset to counsel on new prescriptions Yes / No 1 pt
  14. The pharmacist asks the driver to park and come inside when a device has to be demonstrated Yes / No 1 pt
  15. The drawer is checked after each transaction so that no card, identification or medication is left in it Yes / No 1 pt
  16. Wrong-patient handoffs at the drive-thru in the last 12 months are recorded in the incident system with a corrective action Yes / No 1 pt
  17. Drive-thru pickups observed during the visit Number
  18. Identity and order checks at the window Rating
    • Complete on every pickup observed 5 pts
    • Second identifier or bag check sometimes skipped 3 pts
    • Orders sent out on a name alone 1 pt

4. Privacy 14 items

  1. The outside speaker is set so that the conversation could not be followed from the vehicle behind (tested by the inspector) Yes / No 1 pt
  2. Employees do not say medication names over the outside speaker Yes / No 1 pt
  3. The private handset is used instead of the open speaker, where the lane has one Yes / No 1 pt
  4. Drivers with questions about their treatment are offered a phone call or a conversation inside Yes / No 1 pt
  5. The drive-thru speaker inside the pharmacy cannot be heard by patients at the front counter Yes / No 1 pt
  6. Computer screens near the window cannot be read from a vehicle Yes / No 1 pt
  7. Will-call bags and paperwork cannot be seen through the window Yes / No 1 pt
  8. Prescriptions received through the drawer go straight to the intake station, not onto the window ledge Yes / No 1 pt
  9. Changes of address or phone number are taken in writing through the drawer, not called out over the speaker Yes / No 1 pt
  10. The bag sent to the vehicle is opaque Yes / No 1 pt
  11. Receipts showing medication names are placed inside the bag or stapled face-in Yes / No 1 pt
  12. The monitor of the lane camera is not visible to the public Yes / No 1 pt
  13. The window blind or shutter is closed after hours so the dispensary cannot be seen from the lane Yes / No 1 pt
  14. Privacy of drive-thru conversations Rating
    • Private at the window and in the lane 5 pts
    • Occasional details audible or visible 3 pts
    • Patient information clearly overheard or seen 1 pt

5. Equipment 20 items

  1. The drawer opens and closes fully without sticking Yes / No 1 pt
  2. The inside of the drawer is clean and dry Yes / No 1 pt
  3. The drawer seals when closed, with no draft or water entering Yes / No 1 pt
  4. A test carrier sent through the pneumatic tube returned within its normal cycle Yes / No 1 pt
  5. At least two carriers per tube lane are on hand Yes / No 1 pt
  6. Carrier latches and padding are intact Yes / No 1 pt
  7. The procedure for a stuck carrier is posted near the tube station with the service phone number Yes / No 1 pt
  8. Speech was clear in both directions when the speaker was tested from the lane Yes / No 1 pt
  9. The vehicle detector triggered the chime when tested Yes / No 1 pt
  10. The lane camera shows a clear live picture Yes / No 1 pt
  11. The window glass has no cracks or chips Yes / No 1 pt
  12. The signature pad at the window works and its cable reaches the drawer Yes / No 1 pt
  13. The scanner and register at the window workstation are working Yes / No 1 pt
  14. A pen and a clipboard are kept at the window for forms passed to drivers Yes / No 1 pt
  15. The open or closed light at the lane entrance shows the actual status of the lane Yes / No 1 pt
  16. Every canopy light fixture is working Yes / No 1 pt
  17. Equipment failures of the last 30 days each have a maintenance ticket Yes / No 1 pt
  18. Date of the last service of the tube system or drawer Date
  19. Open maintenance tickets for drive-thru equipment Number
  20. Condition of drive-thru equipment Rating
    • Everything working 5 pts
    • Working with one defect or a temporary fix 3 pts
    • Drawer, tube or speaker out of service 1 pt

6. Safety 21 items

  1. Bollards protect the window and the corner of the building along the lane Yes / No 1 pt
  2. Bollards and canopy columns show no unreported impact damage Yes / No 1 pt
  3. Curbs at the lane entrance and exit are painted in a high-visibility color Yes / No 1 pt
  4. The pedestrian crossing at the lane exit is marked on the pavement Yes / No 1 pt
  5. A stop sign or stop line is in place at the lane exit Yes / No 1 pt
  6. The lane exit and the waiting spaces are lit after dark Yes / No 1 pt
  7. In winter, the lane is cleared of snow and treated for ice before the pharmacy opens Yes / No 1 pt
  8. A security camera records the lane and the window Yes / No 1 pt
  9. The window is locked whenever the workstation is unattended Yes / No 1 pt
  10. A hold-up button is within reach of the window workstation Yes / No 1 pt
  11. The hold-up button was tested on the schedule set by company policy Yes / No 1 pt
  12. An employee asked could describe what to do during a robbery attempt at the window Yes / No 1 pt
  13. Cash in the window register is kept within the limit set by company policy Yes / No 1 pt
  14. Controlled substances are not staged where they can be seen from the lane Yes / No 1 pt
  15. Employees do not lean out of the window or walk into the lane to hand over an order Yes / No 1 pt
  16. The window is kept closed between transactions to keep exhaust fumes out of the dispensary Yes / No 1 pt
  17. The floor mat at the window workstation lies flat Yes / No 1 pt
  18. Vehicle strikes on the building or canopy in the last 12 months were reported to the company Yes / No 1 pt
  19. Name of the pharmacist on duty Short text
  20. Overall drive-thru operation Rating
    • Vehicles served promptly, orders checked, equipment working 5 pts
    • Service given with delays, a skipped check or a defect 3 pts
    • Lane closed, orders sent out unchecked or conversations overheard 1 pt
  21. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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