Retail Pharmacy Chain

The everyday problem #

RK

Regional Pharmacy Operations Manager

"A customer calls asking to transfer 30 days of maintenance meds to our downtown location. Today that means three unlinked store systems and twenty minutes on hold. We need one customer record, not three."

Each store location running its own separate system means the same patient looks like three different strangers, depending on which counter they walk up to. Refill reminders get missed, prescription history gets re-asked at every visit, and a simple transfer between stores turns into a phone-tag exercise.

What good looks like

One patient record that every store location can see. Refill reminders that go out on their own. Clinical notes that only pharmacists can read — nobody else, not even other store staff.

What you're building #

Three pieces work together: the standard Lead/Contact/Account records SmartLite already has, one new custom record type for tracking prescriptions, and a handful of automation and security rules layered on top.

Record type	Kind	What it holds
Lead	Standard (built-in)	A person who just signed up for refill reminders or walked in as a new customer, before they're fully on file
Contact	Standard (built-in)	The patient, once they're a confirmed customer
Account	Standard (built-in)	The prescriber's practice, e.g. "Riverside Family Practice" — kept separate from the patient so many patients can share one prescriber
Prescription	Custom (you build it)	Drug, dosage, refill date, prescribing physician, and diagnosis notes — linked to the patient

Business outcome #

One patient record follows the customer across every store — nobody re-asks "have you been here before?"
Refill reminders go out automatically, lifting adherence without a single manual phone call
Clinical notes stay locked to the Pharmacist Profile only — other store staff never see them

Step-by-step build #

Do these six pieces in order — each one builds on the last. Total time: roughly 30–40 minutes the first time through.

1 Capture the patient automatically #

Open the Lead object's Web-to-Lead settingsGo to Setup → Object Manager → Lead → Sharing tab → Web-to-Lead section.

Map your sign-up form's fieldsMap the refill-reminder sign-up form's fields to Lead fields, e.g. "Full Name" → name, "Phone" → phone, "Preferred Store" → store_location__c (you'll create this field — see step 3 for how to add a custom field).

Copy the generated embed codePaste the generated HTML snippet into your pharmacy's website or the front-desk sign-up tablet.

Every sign-up now creates a Lead automatically — no front-desk staff member has to retype it.

2 Convert once, link to the right prescriber #

Open the new Lead and click ConvertThis is the same Convert flow covered in the Lead-to-Cash Trail — worth completing first if you haven't yet.

Search before creating a new AccountIf "Dr. Chen — Riverside Family Practice" is already in the system, search for it and link to the existing Account instead of creating a duplicate.

Click Convert LeadSmartLite creates the Patient Contact, links it to the existing prescriber Account, and removes the original Lead — all in one step.

3 Build the Prescription record type #

Create the objectSetup → Object Manager → New Object. Label: "Prescription", Plural Label: "Prescriptions". Save (the system auto-generates the technical name prescription__c).

Add its fieldsOpen Prescription → Fields tab → New Field, and add each row from the table below.

Field label	Type	Links to / notes
Patient	LOOKUP	Related object: Contact — connects each Prescription to the patient it belongs to
Drug Name	TEXT	e.g. "Lisinopril 10mg"
Dosage	TEXT	e.g. "Once daily"
Refill Date	DATE	Drives the automatic reminder in step 4
Prescribing Physician	LOOKUP	Related object: Account — connects to the prescriber's practice
Diagnosis Notes	TEXT	Sensitive — locked down in step 5

Why two lookup fields

The Patient lookup and the Prescribing Physician lookup are what make this a connected record instead of a floating spreadsheet row — open any Patient and you'll see every Prescription linked to them, and vice versa.

4 Automate the refill reminder #

Create the ruleSetup → Workflow Rules → New Rule. Object: Prescription. Trigger: field-based, 5 days before Refill Date.

Set the actionsAction 1: in-app Notification to the assigned pharmacist. Action 2: Email Alert to the patient using a "Refill Reminder" template.

Activate itSave and mark the rule active. It now runs on its own — no one has to remember to check refill dates.

5 Lock down clinical notes #

Create the Pharmacist ProfileSetup → Profiles → New Profile (or clone the Sales User profile as a starting point). Name it "Pharmacist".

Hide the field from everyone elseOn every other profile (front-desk, cashier), set the Diagnosis Notes field's permission to No Access. On the Pharmacist profile, set it to Read/Write.

Assign the profileSetup → Users → open each pharmacist's user record → set their Profile to Pharmacist.

Field-level, not just page-level

This hides the field everywhere — record pages, reports, and exports — not just off the default screen. That's what makes it a real safeguard rather than a suggestion.

6 Build the daily pull-list report #

Create the reportReports → New Report. Object: Prescription. Fields: Patient, Drug Name, Refill Date, Prescribing Physician.

Filter and groupFilter: Refill Date = This Week. Group by: Store Location (if you're running multiple stores, add a Store Location field to Prescription in step 3 to enable this).

Save and pin itName it "Refills Due This Week by Location" and save. Every store manager opens this same report each morning.

Day-to-day: front-desk staff #

New customer signs upThey fill out the refill-reminder form at the counter or online. A Lead appears automatically — no typing required from staff.

Customer calls to transfer storesSearch the Contact by name or phone. Their full Prescription history is already there, regardless of which store they signed up at originally.

Day-to-day: pharmacists #

Check the morning pull listOpen the "Refills Due This Week by Location" report — it's the same list every pharmacist starts their shift with.

Get notified automaticallyFive days before a patient's refill is due, a notification appears — no need to manually scan every patient's file.

Read the clinical notesOpen the Patient's record → Prescriptions related list → open a Prescription. Diagnosis Notes are visible here, because you're logged in with the Pharmacist Profile.

Day-to-day: store manager #

Morning check-inOpen the same pull-list report, filtered to your own store location, to see what your team needs to prepare today.

What to try next

Once this is running smoothly, look at the Reports and Notifications trails to build more views on top of the same Prescription data.

About & Business Case #