Budtender Handbook - Policies and Procedures

MM Development Company
Budtender Manual
Dispensary
MM - Patient Care Specialist Manual v1.0 p. 1 of 68 MM Development Company, LLC / Medizin

Table of Contents
Introduction .................................................................................................................................... 6
Dispensary Operations Documentation ........................................................................................................ 6
Operations Manual Revisions ....................................................................................................................... 6
Nevada Rules & Regulations ........................................................................................................................ 6
Company Information ................................................................................................................. 7

Company Overview ...................................................................................................................................... 7
Mission Statement......................................................................................................................................... 7
Vision Statement ........................................................................................................................................... 7
Commitments ................................................................................................................................................ 7
Patient Confidentiality .................................................................................................................................. 8
Operations Model.......................................................................................................................................... 8
Organizational Structure ............................................................................................................................. 10
Department Overview ............................................................................................................. 13

Role of the Patient Care Department .......................................................................................................... 13
The Importance Of Service ......................................................................................................................... 13
Continuous Improvement............................................................................................................................ 13
Hours of Operation ..................................................................................................................................... 14
Breaks & Lunches ....................................................................................................................................... 14
Workstation Relief Protocol........................................................................................................................ 15
Patient Care Opening Meetings .................................................................................................................. 15
MME Agent Registration ID Cards ............................................................................................................ 15
Cash Register Security ................................................................................................................................ 16
Patient Record Compliance......................................................................................................................... 16
Patient Needs & Community Impact ................................................................................. 17

Product and Service Philosophy ................................................................................................................. 17
Dispensary Product Offerings ..................................................................................................................... 17
Sativa Strains & Benefits ............................................................................................................... 18
Indica Strains & Benefits ............................................................................................................... 18
Hybrid Strains & Benefits .............................................................................................................. 18
CBD Strains & Benefits ................................................................................................................. 18
Dispensary Product Categories ................................................................................................................... 19
Dispensary Services .................................................................................................................................... 19
Community Involvement ............................................................................................................................ 20
Compassionate Care Program ..................................................................................................................... 20
Patient Intake .............................................................................................................................................. 20
Educational Offerings ................................................................................................................................. 21

Job Creation, Local Hiring, and Family-Sustaining Wages & Benefits ..................................................... 21
Systematic Reviews of Patient Education & Support ................................................................................. 21
Patient Care Policies ................................................................................................................. 23

Patient Confidentiality ................................................................................................................................ 23
Limitations on the Sale of Medical Marijuana............................................................................................ 23
Dispensary Access ...................................................................................................................................... 23
Accountability for Medical Marijuana Inventory ....................................................................................... 24
Prohibition of Compensation or Gifts to Physicians ................................................................................... 24
Aesthetics, Cleanliness, & Organization..................................................................................................... 24
Patients Breaking the Rules ........................................................................................................................ 24
Out of Stock Items ...................................................................................................................................... 24
Line Priority for Disabled Patients.............................................................................................................. 25
Temporary Relief Breaks ............................................................................................................................ 25
Inter-Departmental Interactions & Overall Communication ...................................................................... 25
Product Knowledge ..................................................................................................................................... 26
Signs & Symptoms of Substance Abuse ..................................................................................................... 26
Refusal to Dispense Medicine to Impaired Patients ................................................................................... 27
Patient Verification & Recordkeeping............................................................................... 28

POS System & Patient Database................................................................................................................. 28
Patient Records ........................................................................................................................................... 28
Patient Verification ..................................................................................................................................... 29
Purchasing Records & Limits ..................................................................................................................... 29
Nonresident Patients ................................................................................................................................... 29
Purchase Tracking & Recordkeeping ......................................................................................................... 30
Product Safety ............................................................................................................................. 31

At-Risk Patients .......................................................................................................................................... 31
Improper Storage Conditions ...................................................................................................................... 31
Cleaning & Maintenance Written Procedures............................................................................................. 31
Laboratory Testing ...................................................................................................................................... 32
Cleaning & Sanitation Facility Requirements ............................................................................................ 33
Food Safety & Sanitation Protocols ............................................................................................................ 33
Hand Washing............................................................................................................................................. 34
Hygiene ....................................................................................................................................................... 35
Non-Medicinal Trash Disposal ................................................................................................................... 36
Packaging & Labeling ............................................................................................................... 37

Packaging Requirements ............................................................................................................................. 37
Labeling Accountability.............................................................................................................................. 37
Labeling Requirements ............................................................................................................................... 38
Product Label Contents .................................................................................................................. 38

Product Label Format .................................................................................................................... 38
Retail Label Contents..................................................................................................................... 39
Accompanying Materials for Usable Marijuana ............................................................................ 40
Retail Label Contents for Edibles and MIPs .................................................................................. 40
Accompanying Materials for Usable Marijuana ............................................................................ 42
Patient Care Specialists & Sales Transactions ............................................................... 44

Greetings ..................................................................................................................................................... 44
Selection of Medicine ................................................................................................................................. 44
Order Fulfillment ........................................................................................................................................ 45
Purchase & Payment ................................................................................................................................... 46
Electronic Verification System Transaction Entries ................................................................................... 47
Denials of Purchase..................................................................................................................................... 47
Phones ............................................................................................................................................ 48
Phones ......................................................................................................................................................... 48
How to Answer the Phone ............................................................................................................. 48
Announcing Phone Calls for Staff Members ................................................................................. 48
Responding to Caller Questions..................................................................................................... 49
Prohibited Over the Phone ............................................................................................................. 49
Till Management......................................................................................................................... 50
Till Accountability ...................................................................................................................................... 50
Till Count Sheets......................................................................................................................................... 50
Facing Bills ................................................................................................................................................. 50
Cash Pulls ................................................................................................................................................... 50
Change Requests ......................................................................................................................................... 51
Signing Out ................................................................................................................................................. 51
Short Breaks ................................................................................................................................................ 51
Extended/Lunch Breaks .............................................................................................................................. 51
Relief Staff Till Assignments...................................................................................................................... 51
Cash Control ................................................................................................................................. 52

Cash Management Tools............................................................................................................................. 52
Till Reconciliation Tools ............................................................................................................... 52
Till Count Sheet ............................................................................................................................. 52
Over/Under Log ............................................................................................................................. 52
Daily Packet ................................................................................................................................... 53
Secure Storage Vault Log .............................................................................................................. 53
Cash Management Equipment .................................................................................................................... 53
Till Storage .................................................................................................................................... 53
Secure Storage Vault...................................................................................................................... 53
Assigning Tills ............................................................................................................................................ 54

Sorting & Storing Cash ............................................................................................................................... 54
Cash Pulls and Cash Drops ......................................................................................................................... 55
Cash Pull ........................................................................................................................................ 55
Cash Drop ...................................................................................................................................... 55
Balancing Cash Drawers ............................................................................................................................. 55
Till Counting Overview ................................................................................................................. 55
Till Counting Procedure ................................................................................................................. 56
Completing the Z-Sheet ................................................................................................................. 57
Resolving Z-Sheet Discrepancies ............................................................................................................... 57
Net Cash Discrepancies ................................................................................................................. 57
Reconciling Cash Drops ............................................................................................................................. 58
Patients Who Have Been Double-Charged ................................................................................................. 58
Completing the Daily Sheet/Packet ............................................................................................................ 58
Bank Deposits ............................................................................................................................................. 58
Problem Solving ......................................................................................................................... 59

Reminder of the Core Values ...................................................................................................................... 59
Prevention First!.......................................................................................................................................... 59
Product Knowledge ..................................................................................................................................... 59
High Patient Volume and Long Lines......................................................................................................... 59
Fatigue ........................................................................................................................................................ 60
Sales Disputes ............................................................................................................................................. 60
Misinformation ........................................................................................................................................... 60
Appendix........................................................................................................................................ 61
Example: Till Count Sheet ......................................................................................................................... 62
Example: Cash Over / Under Log .............................................................................................................. 63
Example: Cash Count Sheet....................................................................................................................... 64
Example: Secure Storage Vault Log .......................................................................................................... 65
Example: Training Quiz ............................................................................................................................. 66
Example: Paid Out Log.............................................................................................................................. 67
Medical Marijuana Dosage Table ............................................................................................................... 68

Introduction
Dispensary Operations Documentation

The Patient Care Operations Manual contains detailed policies and procedures related to the Patient Care
Department.
All operational documentation is considered confidential company property and may not be shared
externally or removed from the premises.
Operations Manual Revisions

From time to time, there will be additions, deletions, or revisions to the policies and procedures contained
in this manual. Since the manual will be maintained only in electronic format, revisions will be available
immediately upon completion.
A summary of revisions made will be communicated in written form to employees by way of either an
official Company Memo (emailed to employees from upper management). The subject line of the email
should specify an operational update.
Each staff member, upon receiving and reading an update Memo or email, must provide confirmation to
their department manager that serves as acknowledgement of review and agreement to comply with the
revision.
Nevada Rules & Regulations

This MME is committed to full compliance with local, state, and federal law as applicable. The state of
Nevada’s Division of Public and Behavioral Health (DPBH) of the Department of Health and Human
Services (DHHS) has painstakingly prescribed all of the rules and regulations for establishing and
managing a fully compliant medical marijuana establishment. Those rules and regulations are contained
in a document entitled “LCB File No. R004-14,” which went into effect April 1, 2014.
This document is described as follows: “A regulation relating to medical marijuana; providing for the
registration of medical marijuana establishments and medical marijuana establishment agents; providing
requirements concerning the operation of medical marijuana establishments; providing additional
requirements concerning the operation of medical marijuana dispensaries, cultivation facilities, facilities
for the production of edible marijuana products or marijuana-infused products and independent testing
laboratories; providing standards for the packaging and labeling of marijuana and marijuana products;
providing requirements relating to the production of edible marijuana products and marijuana- infused
products; providing standards for the cultivation and production of marijuana; and providing other matters
properly relating thereto.”
This operations manual, as well as any and all other operations manuals in use at this facility, reflect the
policies and procedures developed in full compliance of the rules and regulations as stipulated in LCB
File No. R004-14.

Company Information
Company Overview
The single over-arching objective of this MME is to build, operate and grow to become the best example
possible of how marijuana can be distributed safely and economically under the Act, an example that the
government and the people of Nevada demand, deserve, and of which they can be proud.
It is our mission to provide certified clean, consistent, high-quality medical marijuana to patients within
strict compliance of Nevada state rules and regulations (LCB File No. R004-14A). Our success in
fulfilling our vision is measured by patient satisfaction, team member excellence and happiness,
improvement in the state of the environment, return on capital investment, and community support.
Mission Statement
We seek to provide compassionate, dignified, and affordable access to medical cannabis for approved
patients in a safe, clean, and a state-of-the-art facility.
We are committed to establishing a healthy and caring community by educating our patients about the
benefits of therapeutic medical marijuana, as well as offering health and wellness counseling services. We
advocate compassion, tolerance and understanding towards people from all walks of life. We also
understand the intrinsic need for communication between doctors, patients and medical marijuana
providers.
Our goal is to operate with both compassion and legal integrity. We will operate in strict compliance with
the letter and the spirit of Nevada’s medical marijuana laws. We will work with qualified individuals to
safely promote and facilitate a collaborative association of legally qualified patients and their primary
caregivers.
Vision Statement
We will become a center of community for registered medical marijuana patients who are seeking to live
a healthy and informed lifestyle. We will be a paragon of responsible management and an example to
other Registered Marijuana Dispensaries in the State of Nevada as well as across the nation.
Commitments
 We will operate with the highest regard for and in complete compliance with all State and local
ordinances, while maintaining solid working relationships with local law enforcement authorities
and the Nevada Department of Health and Human Services.
 We will maintain a building that reflects well on the community surrounding the facility and the
State of Nevada.
 We will promote an ethos of compassion and care, presenting itself to patients and the community
as a source of wellness and support.

 We will give back to the community by educating patients, providing appropriate quality
medicine, and supporting local charitable events.
 Legal Compliance
 This MME guarantees compliance with state and local ordinances governing inventory tracking
and control. We will use BioTrackTHC, a comprehensive seed to sale tracking software to
maintain up to date records of how much inventory is on hand while also keeping track of the
amount of marijuana that is allocated to each patient.
 Serve our community, both patients and non-patients alike, through charitable and community
events and services, including outreach to our neighbors and community stakeholders.
Patient Confidentiality
 HIPAA places strict privacy requirements on all health care providers. This MME ensures these
requirements are strictly implemented for protection of electronic patient health. To store required
patient records, this MME uses the BioTrackTHC seed to sale tracking software as a secure
electronic patient database that is strictly controlled and continually backed up.
 Access to the patient database is carefully controlled by the Dispensary Manager and/or
Management to ensure patient confidentiality at all times. All this MME staff members receive
in-house training from the Dispensary Manager and/or Management on privacy policy and
procedures to ensure maintenance of patient confidentiality and proper handling of individual
medical data in compliance with HIPAA.
 Only authorized employees who have been trained on this MME’s privacy and recordkeeping
policies and procedures have access to patient records based on specific authorization granted by
the Dispensary Manager and/or Management.
 A patient record is established and maintained in BioTrackTHC for each qualifying patient who
obtains marijuana from the dispensary. Security access controls such as fingerprint or PIN
authorization, ensures only intended users are allowed into the system where patient records are
stored. All entries made to the qualifying patient record is tracked. A record is kept of all logins
and records created or edited during that login time for audit purposes.
 Patient documentation can almost always be scanned and attached to the patient’s electronic
database record. Any paper documents that require retention are stored in a locked cabinet with
access limited to the Dispensary Manager and/or Management. Any hard-copy information not
stored or that has been stored electronically must be shredded and disposed of in a secure
receptacle.
Operations Model
First and foremost, this MME operates with the highest regard for and in complete compliance with all
State and local ordinances while simultaneously providing a safe and secure environment to facilitate the
needs of our patient base. The specifics of the overall process as explained below are contained in our
various Operations Manuals, including this Policy & Procedure Manual. We’ve included an interior floor
plan for reference at the end of this section.

 Upon entering the waiting room, a patient will provide their medical marijuana documentation to
a staff member through the receptionist window for verification purposes.
 Once the patient is verified they are entered into our secure database and the patient will be
granted entry to the Dispensary facility from the receptionist.
 In the consultation area, our product menu will be displayed on flat screen televisions. Within
this consultation area, a reasonable sample of all medical marijuana products will be housed in
glass display cases. All displayed samples will be placed in jars that are labeled with the
corresponding medical marijuana strain name, price, as well as test results showing the
cannabinoid breakdown.
 Furthermore, we will have a small, refrigerated display case with labeled samples of each of our
perishable cannabis infused medical marijuana products. The contents of this display case are
secured and will not be accessible to patients; only visible.
 Behind the display cases, at least two (2) well-trained, qualified patient consultants will be
present at all times. This area will be for staff only and patients will not be allowed behind the
displays. Our friendly, trained, and knowledgeable staff will work with the patient to help them
make the most beneficial choice regarding his or her medical needs.
 The Inventory room will share a common wall with the dispensary area, specifically the wall
located behind the display cases and patient consultants. Along this wall there will be 1 pass-thru
drawer, installed at waist height that will facilitate the exchange of product between the
packaging and dispensary areas.
 Once the patient has been helped by one of our trained patient consultants in the consultation area
and decided on the product most suitable for their medical needs, a staff member will retrieve the
appropriate products from the locked drawers and begin the checkout process.
 The cashier will ring up the patient for their medicine and once completed the cashier will hand
the patient their product in an exit bag containing their medicine along with their receipt. Finally,
one of our Patient Consultants will buzz the patient through our sally port exit, which will lead
back to our securely monitored parking lot.

Facility Floor Plan:
Organizational Structure
This MME has a comprehensive staffing plan in place to guide recruitment, hiring, training and managing
its employees. Highlights of the plan feature:
 Precise definitions of responsibility, including job descriptions and employment contracts
 Clearly understood chains of authority and supervisory duties specified in our job descriptions
 Well-paid, well-qualified, well-trained personnel
 Professional recruiting practices
 Thorough training of new hires
 Robust and highly documented performance management system including systematic

performance reviews and resolving performance issues up to and including termination

Individual job descriptions have been developed for each position in the organization. The purpose is to
ensure that all personnel are clear about their role and responsibilities, and to understand how their
position contributes to the safe, efficient operation of the center. Upon initial opening of the facility
individuals may be asked to perform responsibilities across roles as needed.
Staffing schedules are based around the needs of dispensaries and the resulting harvest times of the
medical marijuana. Staffing schedules, combined with installed security systems and facility design,
provide a safe and secure dispensary environment.
The team of staff members responsible for operating this company and this MME includes the following:
 Executive Management – Oversee MME operations as a whole and ensure that the company
successfully delivers on the mission and business objectives; manage permitting/licensing of
MMEs; work closely with Data Manager and unit General Managers of MMEs; point person for
contact with investors, business deals, and public relations; all executive management and unit
general manager positions report directly to the President.
 Data Manager – oversee compliance with state and local regulations regarding security, storage,
reporting, and all matters relating to the medical marijuana program and relevant laws; seed to
sale system manager; oversee state regulations regarding marijuana businesses to ensure
compliance; main contact for state/local regulators; report to Executive Management.
The Data Manager position for this MME is, Toni Hood.
 Accounts Manager/Manager of Finance – Maintain books for operating costs and revenue;
duties include payroll, accounts payable, tracking sales (daily), taxes, etc.; work closely with
MME General Managers to monitor sales data, monitor production figures, and monitor and
control operating costs; report to Executive Management.
 Dispensary General Manager (DGM) – Oversee the day-to-day operations of the dispensary,
managing core department managers, manage all strategies and tasks related to facilities,
accounting, sales, marketing, public relations; ensure compliance with state laws and regulations;
manage P&L financials; report to the executive management team.
The General Manager position for this MME is, Brandi Dumesnil.
 Inventory Manager – Oversee complete inventory and cash control and procurement of quality
medicine from wholesale cultivators; ensure full and complete storage, labeling, tracking and
reporting of all medicine and cash; securely and accurately receive incoming product; rigorously
enforce all quality control standards, ensuring that unacceptable quality medicine is never
provided to patients; assist the DGM with duties; report to the executive management team.
The Inventory Manager position for this MME is, Trevor Caskie.
 Security Manager – Monitor, maintain and upgrade (as necessary) a comprehensive security
system that includes access control, video surveillance, security personnel, centrally monitored
alarm system and intrusion detection, lighting, inspection records, fire department lock box, and
audit control and policy management system; safeguard medicine at every stage, from receipt to
sale; protect the dispensary property, confidentiality and assets from theft, damage or acts of
vandalism; monitor and maintain a safe and secure environment that ensures the wellbeing of

staff, patients and visitors, and full compliance with all laws and regulations; supervise the
Security team in the execution of their tasks; report to the executive management team.
The Security Manager position for this MME is a shared role of Management and Security Team.
 Security Associate - Work within the Security team to implement security policies and
procedures for the dispensary, providing necessary assistance and support, and maintaining an
optimally safe environment for patients, staff and visitors; act as a visible resource for the
responsible and secure operation of the dispensary, interacting with patients and staff in a positive
manner, while maintaining compliance with dispensary rules of conduct and state laws and
regulations; report to the Security Manager.
 Patient Care Manager – Supervise the Member Services and Patient Care departments in
providing patient reception, patient education and support, new patient orientation, and a positive
patient experience overall; ensure the dispensary is in strict compliance with all state regulations
with regard to patient registration and dispensary access; ensure educational materials are
available to patients; orient patients as to their legal rights and responsibilities; receive and
resolve any patient issues; supervise the daily operation of the Member Services and Patient Care
departments in providing excellent patient service; oversee retail package handling, medicine
display, proper dispensary floor storage of medicine, and accurate sales transactions and
reporting; ensure full compliance in dispensing of medicine; ensure Patient Care staff provides
outstanding patient service by providing medicine, product knowledge, and absolute accuracy in
the sales process; monitor and analyze sales reports, address patient concerns when necessary,
and coordinate with the Inventory Manager to track and fulfill dispensary floor product and cash
drawer needs; report to the Dispensary General Manager.
The Patient Care Manager for this MME is, Brandi Dumesnil.
 Member Service Associate (Receptionist) – Greet patients upon entrance to the dispensary,
verify and check in patients, conduct new patient orientation and education, input data into patient
database, address questions and resolve complaints, address special needs, and assist the Security
team in monitoring the dispensary’s security status; report to the Patient Care Manager.
 Patient Care Specialist – Provide outstanding patient service by providing medicine, product
knowledge, and absolute accuracy in the sales process; ensure medicine is sold only to current
registered patients carrying a valid registration card, and that all sales are accurately and
comprehensively tracked in the POS system; educate patients about available forms of medicine,
offer product knowledge to patients on the most appropriate type of medicine based on their
symptoms and medicating circumstances, and referring patient to other dispensary services as
needed; report to the Patient Care Manager.

Department Overview
Role of the Patient Care Department

The role of the Patient Care Department is to provide outstanding patient service by providing medicine,
product knowledge, and absolute accuracy in the sales process. Every patient should walk out of the
dispensary saying, “That was GREAT. I can’t wait to go back again.” It is each Patient Care Specialist
(PCS) responsibility to deliver a calm, unhurried, fully informative experience to every patient, utilizing
the “5 Steps of a Sale” every time.
Patient Care Specialist shifts tend to be long and staff members are on their feet for most of the day.
However, the opportunity to engage with and serve patients can be a deeply rewarding experience.
The Importance Of Service

Medical marijuana dispensaries have a unique specialized service relationship with their patients. We
differ from other “customer service” industries in the sense that, in addition to moving through sales in an
efficient manner, it also requires increased sensitivity to individual patient needs. The methods utilized by
the team at this dispensary to ensure this level of sensitivity and care, are:
 Patients Are More Important than Staff Conversations. When patients approach, all staff
conversations must stop IMMEDIATELY and the patient’s needs are attended to. This ensures
patients feel absolutely cared for and never feel they are “interrupting” a staff member.
 Kindness, Warmth, & Focus. Ensure all patients get treated with kindness, warmth, and focused
attention.
 Actively Listening. Listen to patients very carefully so that you can determine their individual
needs.
 Knowledge of the Medicine. Have extensive knowledge of the medicine and constantly further
that knowledge through personal study and research. Also have knowledge of medical marijuana
laws and requirements, patient limits, local and state regulations, etc., and constantly further that
knowledge through personal study and research so that you can confidently guide patients
through their experience at the dispensary.
 Separate Work & Personal Life. Maintain separation of your personal and work lives so that
you are calm and focused for patients.
 Respect Everyone. Treat fellow staff members with the same respect and compassion with which
you treat patients.
Continuous Improvement
There are a number of skills within the Patient Care Department that are fairly straightforward, such as
how to log in to the POS system. Once learned, these basic skills need no further development. Yet,

working at the dispensary, there are additional, important skills that should be continuously developed
and improved over time. PCS must continuously deepen their product knowledge and knowledge of the
industry as a whole, as well as continuously improving their ability to genuinely and effectively offer
exceptional care to every patient.
Hours of Operation
State law requires that dispensaries are operating and available to dispense medical marijuana during
daytime hours. This MME is open seven (7) days a week with hours Monday through Thursday 10:00
AM to 8:00 PM, Friday 10:00 AM to 10:00 PM, Saturday 10:00 AM to 8:00 PM, and Sunday 10:00AM
to 6:00 PM.
Only registered owners, agents, managers, employees, patients, vendors, authorized visitors and
government or law enforcement officials will be permitted on the registered premises.
Deliveries of medicine to the dispensary are only permitted during the dispensary's operating hours.
Delivery dates and times will change frequently for added security. In addition, all deliveries made by
cultivation centers to this MME must be made in unmarked delivery vehicles that have been properly
registered with DPBH.
This MME uses state of the art technology to secure restricted areas. Access to these secure areas is
heavily monitored, including through the use of a live, encrypted video stream accessible by the local
police department via the Internet.
Breaks & Lunches

The Patient Care Department adheres to the break schedule. The Patient Care Manager On Duty (MOD)
determines and executes the daily break schedule according to the specific needs of both the departments
and employees. The MOD communicates the break schedule to employees each day.
Going on break and returning from break punctually is imperative, as being even 5 minutes tardy may
create problems. If one person returns late, the next person in turn begins their break late. This creates a
“domino effect”, promoting dissatisfaction between other co-workers and patients. To ensure proper
break time management, the following rules must be adhered to:
 MOD assigns both lunch and break times.
 Each PCS is responsible for starting and ending their breaks/lunches on time: it is each staff
member’s PERSONAL responsibility.
 Only 1 minute of leeway on break and lunch start/end times is permitted – NO MORE. This
means being clocked in/out within 1-minute of scheduled time.
 “Returning from break” means PCS are clocked in and are physically back at their workstations
within 1 minute of scheduled break end time.

Workstation Relief Protocol
When working the dispensary floor, PCS are assigned to a specific workstation. When the associate must
leave their station or the dispensary floor, they must be “relieved” so that their duties and station
assignment can be temporarily filled.
Any absence from the dispensary floor must be communicated to the MOD. Once approved, the PCS may
step away from their workstation. This rule applies to everyone (i.e., each position must communicate
with the next level up in the chain of command).
Patient Care Opening Meetings

Shortly before opening each morning, the Patient Care Department staff will meet to check in regarding
the day. Examples of what might be covered are as follows:
 News, findings, or research relevant to the medical marijuana industry.
 New medicine, information and/or personal experiences with those medicines (if any staff
members are also qualifying patients).
 Product knowledge sharing or pop quizzes.
 Policy and procedural changes.
 Break schedule for the day.
 Positive feedback provided to each other to start the day out right.
MME Agent Registration ID Cards

The state requires that the following individuals register with DPBH and receive a non-transferrable
“Medical Marijuana Establishment Agent Registration Card:”
 A person employed by the MME
 A person who contracts with the MME
 A person who volunteers at the MME other than consultants who perform professional services
for the MME
All agents are required by state regulations to have their agent registration ID card in their possession.
This MME requires agents to wear this card as a badge on their person at all times when working at the
MME. It is a violation of Nevada law to enter restricted access areas without your registration ID card.
DPBH issues MME agent registration cards based on the following four (4) categories:
 An independent testing laboratory;
 A cultivation facility;

 A facility for the production of edible marijuana products or marijuana-infused products; or
 A medical marijuana dispensary.
Each MME agent registration card issued will indicate the applicable MME category. The person to
whom the MME registration card is issued may only be employed by or volunteer at the type of MME for
which he or she is registered. Upon termination of employment the agent card will be revoked. The
MME will notify the Division of the termination event within 10 days.
Cash Register Security

According to local regulations, surveillance cameras must be directly positioned over the cash register(s)
in order to provide clear view over the:
 Area where the tender type (cash, credit card or checks) is exchanged between the buyer and
seller, and, the register or computer keys utilized to enter the sales information.
Patient Record Compliance

With regard to patient records, per state regulations, a dispensary must ensure that:
 A patient record is established and maintained for each holder of a valid registry identification
card who obtains marijuana, edibles or MIPs from the dispensary.
 An entry in a patient record:
o Is recorded only by an agent who is authorized by the policies and procedures of the
medical marijuana dispensary to make an entry.
o Is dated and signed by the agent who is recording.
o Includes the number of the agent registration card of the medical marijuana establishment
agent who is recording the entry.
o Is not changed to make the initial entry illegible.
 If an electronic signature is used to sign an entry, the medical marijuana establishment agent
whose signature the electronic code represents is accountable for the use of the electronic
signature.
 A patient record is only accessed by a medical marijuana establishment agent authorized by the
policies and procedures of the medical marijuana dispensary to access the patient record.
 A patient record is provided to the Division for review upon request.
 A patient record is protected from loss, damage or unauthorized use.
 A patient record is maintained for at least 5 years after the date on which the patient or his or her
designated primary caregiver last requested marijuana, edibles or MIPs from the dispensary.

Patient Needs & Community Impact
Product and Service Philosophy

Because of our core values, our product sales will be firmly grounded in a service model. While there
may be some differences in product quality from one dispensary to another, medical marijuana is largely
a commodity, so product differentiation rests primarily on how products are sold. We will work diligently
to deliver on the core value of our service model that calls for the highest quality products. Following is a
general outline of how this MME will approach product quality and service.
Strict Quality Control Guidelines
Many dispensaries sell medical marijuana without subjecting it to rigorous testing for potency and
contaminants. Studies have shown that some of these untested samples contain fungus, molds and other
unwanted microbes that can affect immune-suppressed patients who buy them. In addition, potency can
vary widely from one strain of marijuana to another.
Therefore, we will only obtain medicine that has been submitted for testing at independent laboratories by
the MMEs from which we purchase medicine. This enables us to sell only the highest quality medicine
and allows patients to know what to expect from their purchases, including the amount needed to
appropriately address their symptoms.
Zero Tolerance on Product Performance Issues
All products will be thoroughly inspected before being placed on the shelf. Once on the shelf, if any
concerns are raised the product will be removed from the shelf until it is reviewed at multiple levels and
passes further inspection. Any medicine that does not meet our strict quality standards will be returned to
its cultivation source and never made available to our patients.
The smoking of medical marijuana in public places, places open to the public, and places exposed to
public view is strictly prohibited
Dispensary Product Offerings

We understand and adhere to local regulations that prohibit dispensaries from offering for sale items other
than medical marijuana, edibles, MIPs, and paraphernalia designed for individual use. We strongly
enforce the monthly medical marijuana quota as well as the amount of medical marijuana that may be
purchased per visit. This MME sells a wide variety of medical marijuana products, all created to the
highest health and quality standards. We offer medical marijuana to registered patients, as well as being a
reliable source for registered caregivers to obtain high quality medical marijuana produced by
experienced cultivators. Currently, our medicinal Cannabis inventory consists of the following
breakdown, with an explanation of each provided below.
 20% Sativas
 20% Hybrids

 40% Indicas
 20% CBD Strains
Sativa Strains & Benefits

The Sativa strain is widely used to promote the patients feeling of wellbeing. It has been inhaled or taken
by mouth to produce a feeling of relaxation or well-being. The plant has been studied as a potential
treatment for many conditions, including chronic skin disorders, cancer-related weakness and weight loss,
chronic pain, Huntington’s Disease, sleep disorders, eye disease, Multiple Sclerosis, and Schizophrenia.
The most significant benefits have been seen in the treatment of chronic pain and multiple sclerosis. This
strain may also help reduce eye pressure in people who have Glaucoma.
Indica Strains & Benefits

The Indica strain has been shown to improve conditions and symptoms such as: nausea, insomnia,
migraines, Multiple Sclerosis, spinal cord injuries, alcohol abuse, Collagen-Induced Arthritis, asthma,
Atherosclerosis, Bipolar Disorder, depression, Huntington’s Disease, Parkinson’s Disease, Sickle-cell
Disease, sleep apnea, Alzheimer’s Disease and Anorexia Nervosa.
Hybrid Strains & Benefits

Hybrid plants have been cross-bred between the Indica and Sativa, offering the benefits of both strains
while reducing the lesser desired effects of the other.
CBD Strains & Benefits

Cannabidiol (CBD), a non-psychoactive component of the cannabis plant, is generating quite a buzz
among medical scientists and health professionals. On August 11, 2013, Dr. Sanjay Gupta’s nationally
televised report on CNN discussed the astonishing transformation of Charlotte Figi, a 7-year-old epileptic
who had 300 “tonic-clonic” seizures a week until she ingested a CBD-infused tincture. She has been
nearly seizure-free since her parents began giving her a daily dose of CBD. Charlotte is not an isolated
case. Dozens of families with children suffering from intractable epilepsy are reporting dramatic results
with cannabidiol.
CBD can also counter the psychoactive effects of THC, which makes some people anxious and paranoid
rather than mellow and euphoric. The reduced psychoactive effect of CBD-rich cannabis may make it an
appealing option for ailing individuals who otherwise would never consider patronizing a medical
marijuana dispensary.
Finally, all products will be available to purchase at the dispensary. All products will be provided in pre-
packaged, labeled, child- and pet-safe containers to ensure no one is inadvertently exposed to medical
cannabis. All products will be stored appropriately to ensure they are distributed to patients in their
original, pristine condition.
Refer to the Dosing Table in the Appendix section of this document.

Dispensary Product Categories
Products denoted with “**” indicate future product offering
PRODUCT LINE COMMENTS
The dried “buds” are the most basic form of medical cannabis, which can be ingested through the
inhalation of smoke (from a pipe or cigarette) or vapors (with a vaporizer, which yields a safer
Flowers
form of inhalation). Medical marijuana will be available in a diversity of strains in order to support
the diverse needs of registered patients.
The organization will offer pill forms of medical cannabis, such as dissolving CBD gel capsules,
** Pills allowing individuals to ingest their medicine in a more common fashion. This method of ingestion
also circumvents the health concerns of smoking.
Hash is a medical marijuana extract product made by separating the part of the dried flowers
Hash that contain the highest proportion of active chemicals, allowing for more concentrated use
requiring less smoked or vaporized plant matter
Hash oils, aerosols, tonics, elixirs, pre-rolled cigarettes, and other “ready-to-use” preparations
** Preparations
made with dried flower
Edibles Foods made with butter or oil that have been infused with cannabis.
As mentioned above, vaporizers reduce harm to the lungs that can be caused by smoking. In
** Vaporizers accordance with Nevada law, the Organization will encourage vaporizer use to increase the safety
of its products and encourage healthy living amongst the registered patients it serves
When used topically cannabis has a wide variety of benefits, but is rarely inebriating compared to
other methods of dosing (i.e. smoking, edibles). Cannabinoids present in Apothecanna
products act as anti-inflammatory, anti- bacterial, antiseptic treatments for topical skin
** Crèmes & Oils
conditions. These Crèmes are used for relieving Muscle, Joint and Nerve: p a i n , fatigue, and
arthritis; carpal tunnel, mersa, staph, herpes simplex 2, fibromyalgia, headaches and
migraines
Dispensary Services
This MME places a high emphasis on education—we provide ample information to help patients choose
products appropriately and understand how to use them effectively.
Other than services directly related to patients and sales, we also provide a range of other services free of
charge to patients that are designed to help patients become educated about medical marijuana and to
maintain a healthy lifestyle. Examples of these services are:
One-on-One Consultations: We offer one-on-one consultations for first time patients who might be
apprehensive about the use of cannabis as a medicine. One of our highly trained patient care specialist or
in house subject matter experts will discuss the benefits and effects of various medical marijuana
products, provide dosage advice as well as recommendations about the proper method for medicating.
Patient Education: Patient education will be taking place in the context of virtually every service we offer.
As part of our education and counseling, we will offer a library that will include information on general
holistic healing, medical marijuana use, and research. Understanding that patients will have different

education levels and reading skills, we plan to offer our material in a variety of formats, including DVD,
video, online, and tape formats.
Community Involvement
This MME has deep contacts within the city and understands the community's commitment to protecting
its residents' high quality of life - with a focus on safety, education and families. We want to team with
proven community leaders to continue and enhance existing community efforts to support residents in
need and the existing programs which support these efforts.
We understand some organizations are hesitant to team with a company from this new industry. However,
we are in contact with representatives from groups affiliated with supporting education, health initiatives,
etc., and are continuously identifying groups with an appetite to partner. We are not service providers in
these efforts. We believing in teaming with those already making a difference and maximizing their
potential.
Compassionate Care Program

As part of a commitment to providing compassionate care and improving the quality of life for anyone in
need, the facility will offer a Compassion Program for eligible Veterans. As an organization, we strongly
believe in an individual's right to personal health empowerment through access and knowledge. To
support this mission, the facility is dedicated to offering access to alternative healing services, regardless
of financial status of the veteran, and to providing educational materials designed to better understand
how to meet their needs for optimal health. In order to be considered for the program, veteran patients
must be a cardholder in good standing in the Medical Marijuana Program. Veteran patients will be asked
to have a one on one consultation with the Dispensary Manager or Executive Management staff to
understand what extent they require assistance and determine what options may be available to help them.
The facility may, at the discretion of Management, may offer discounted medicine, either as incentives or
as assistance for those veteran patients with lesser ability to pay or veteran patients on disability.
In the future, this MME will work towards incorporating additional Patient Assistance Programs such as a
Terminally Ill Compassion Program and a Senior Citizen Assistance Program.
While delivering on our mission as a community-oriented organization, we are mindful that we must
remain legally compliant, financially sound, and responsive to the community in which we operate. Our
management team has demonstrated prior success in operating effective businesses with a community
focus in full compliance with state and local regulations.
We will add value to our community through acts of service, educational offerings, and local job creation
efforts.
Patient Intake
Once the patient is verified and allowed access to the dispensary, they are presented with an opportunity
for a one on one consultation session with the Patient Care Manager (PCM) or seasoned Patient Care
Specialist (PCS). During this consultation, the PCM/PCS will attempt to determine the medical condition
which the patient suffers from and record this information for patient records (which are kept
confidential). The PCM/PCS will then give a background on medical marijuana, explain the different

products offered, their potential effects on the condition, and any other relevant considerations. They will
then answer and address any questions/concerns the patient may have.
Educational Offerings
This MME places a high emphasis on education. We provide ample information to help patients choose
products appropriately and understand how to use them effectively.
We are also committed to providing patients with accurate information on the health effects of medicinal
marijuana. To execute and communicate this commitment across our entire staff, we will offer ongoing
educational opportunities as they become available.
We will monitor medicinal marijuana research to ensure that we provide to our patients the most accurate
information related to the health effects of medicinal marijuana, particularly strains of medicinal
marijuana that we provide.
By developing close personal relationships and a good report with patients, employees will be continually
available to educate and provide answers to patients. Ongoing employee training and education, of new
industry developments, regulations, and products will allow employees to in turn pass this information on
to the patients as they come in from time to time.
We also have available and provide to patients a wide variety of informational pamphlets about medical
marijuana. These educational pamphlets are intended to inform people of the dangers, benefits, and
regulations regarding medical marijuana. These pamphlets will always be made available, at no cost, to
any patient.
Job Creation, Local Hiring, and Family-Sustaining Wages & Benefits

Our executive management team strives to bring additional jobs to the local job market by taking local
Nevada resident applicants for most patient and member services positions. We also employ a local
licensed security firm and local alarm installation firm as our security vendors.
We provide a living wage as well as a quality benefits package for our workers. Being a responsible
employer will ensure good community relations and strengthen the community in which we operate.
All full time employees receive medical health care coverage in accordance with applicable laws from a
reputable carrier. We have selected a plan that will afford the most coverage to our employees while also
complying with the Affordable Healthcare Act.
We offer flex scheduling where an employee works four ten-hour days. All employees are offered
vacation pay based on time worked at the company and receive paid sick days.
Systematic Reviews of Patient Education & Support

We believe in the ongoing review and improvement of patient education and support by the dispensary’s
medical advisors. This dispensary believes it is critical to ensure we are providing the most up-to-date and
useful information to patients in order to provide the best in patient care. To this end, our policy is to
complete the following at a minimum every year:

 Conduct a Patient Needs Assessment to gather any information not already gathered through the
electronic patient database. A sample question might be, “Would you use the following services if
they were available, free of charge, at the dispensary,” followed by a checkbox list of alternative
services such as massage, HIV testing, Hepatitis C vaccination, symptom-specific support group,
job training, etc.) A follow-up question would be, “Do you currently receive any of these services
at a location other than this dispensary?” The patient needs assessment should be developed
collaboratively by Patient Care Manager, Dispensary General Manager, and medical advisors.
 Conduct an anonymous staff survey evaluating any changes that have occurred in the dispensary
since the last assessment (e.g., redesign of the backroom area, installation of the new POS system,
removal of the exterior razor wire, etc.). Employees may simply provide a checkbox in one of
three columns: BETTER AFTER, BETTER BEFORE, NO DIFFERENCE. Employees may
provide additional comments if desired.
 Conduct focus groups with neighbors, local officials and other interested parties to gauge how the
dispensary is being viewed by the community and what improvements, if any, need to be made.
 Offer educational seminars for patients on how to effectively manage their illness and medicine.
Patients should then be surveyed as to the effectiveness of these seminars and for topics they
would like to see covered in future seminars.
 Analyze patient demographics and health needs in order to tailor services and educational
offerings to meet the specific needs of this dispensary’s patients.
Our medical advisor(s) work closely with the Patient Care Manager and the Dispensary General Manager
to review and update documentation, ensure consistency across policies, procedures, and behaviors, and
to ensure absolute compliance with DPBH and local, state, and federal laws.
It is the responsibility of the General Manager to utilize the dispensary’s cloud-based calendar and other
planning tools to ensure recurring reviews and development tasks are completed on time as required by
DPBH.

Patient Care Policies
Patient Confidentiality
 HIPAA places strict privacy requirements on all health care providers. This MME ensures these
requirements are strictly implemented for protection of electronic patient health. To store required
patient records, this MME uses the BioTrackTHC seed to sale tracking software as a secure
electronic patient database that is strictly controlled and continually backed up.
 Access to the patient database is carefully controlled by the Dispensary Manager and/or
Management to ensure patient confidentiality at all times. All this MME staff members receive
in-house training from the Dispensary Manager and/or Management on privacy policy and
procedures to ensure maintenance of patient confidentiality and proper handling of individual
medical data in compliance with HIPAA.
 Only authorized employees who have been trained on this MME’s privacy and recordkeeping
policies and procedures have access to patient records based on specific authorization granted by
the Dispensary Manager and/or Management.
 A patient record is established and maintained in BioTrackTHC for each qualifying patient who
obtains marijuana from the dispensary. Security access controls such as fingerprint or PIN
authorization, ensures only intended users are allowed into the system where patient records are
stored. All entries made to the qualifying patient record is tracked. A record is kept of all logins
and records created or edited during that login time for audit purposes.
 Patient documentation can almost always be scanned and attached to the patient’s electronic
database record. Any paper documents that require retention are stored in a locked cabinet with
access limited to the Dispensary Manager and/or Management. Any hard-copy information not
stored or that has been stored electronically must be shredded and disposed of in a secure
receptacle.
Limitations on the Sale of Medical Marijuana

According to local regulations, it is unlawful for any medical marijuana establishment licensee, or any
agents or employees of such licensee to sell, serve, give away or otherwise distribute any medical
marijuana products outside the premises.
Dispensary Access
In accordance with state regulations, this MME refuses to sell medical marijuana to any person who fails
to produce both a valid Registry ID Card issued by DPBH AND a valid government issued photo
identification document displaying proof of age that matches the name on the Registry ID Card.

Accountability for Medical Marijuana Inventory
State law requires that all medical marijuana be accounted for at all times. Therefore, it is very important
that each PCS is extremely accurate and consistently accountable in all sales transactions and inventory-
related tasks. If an PCS encounters a product that is unsellable, such as broken edibles, mold, incorrectly
labeled products, etc., the MOD must be informed IMMEDIATELY. He/she will return the product to the
Inventory Department so that it can be accounted for in the BioTrackTHC system, and the immediate
removal of the product from the station will be documented in POS the system.
The Inventory and Security Departments are responsible for properly disposing of medicine, however it is
critical that all PCS understand this policy and do their part to ensure all medicine is carefully tracked. If
any medicine of any quantity goes missing, it must and will be investigated.
Prohibition of Compensation or Gifts to Physicians

This MME (including any owner, agent, or employee) will never provide financial compensation, an
office, or anything of value to a physician who recommends the use of medical marijuana.
Aesthetics, Cleanliness, & Organization

PCS are responsible for ensuring the dispensary floor always reflects our standards for excellence with
regard to cleanliness, organization, and overall aesthetics.
Some examples of what this means:
 Counter surfaces are wiped clean and are free of debris.
 Signage is neat and legible (signage is wiped clean if applicable).
 Materials and supplies are stocked to prevent the need for frequent trips away from the dispensary
floor.
 Coordinate with the MOD for any activity that requires you step away from the dispensary floor.
Patients Breaking the Rules

Company policy is that no form of loud or offensive speech is permitted on our premises, especially if it
is aggressive or threatening. Each member of the Patient Care management team, in tandem with the
Security team, will be on the front lines of dealing with such patients from time to time. All department
managers have been instructed that if they are faced with an unruly or abusive patient, they should contact
the Patient Care MOD and Security.
Out of Stock Items

If we are ever out of stock on an item, we will do all that we can to meet the patient’s needs.
 First, try to find a suitable product alternative if the item a patient has requested is out of stock.

 If the patient is not interested in an alternative product, check with the MOD or the Inventory
Manager for possible solutions.
Line Priority for Disabled Patients

As a further commitment to the wellbeing of our patients, we provide line priority for disabled patients.
Security or Member Services will extend an invitation for prioritized service to disabled patients
(wheelchairs, canes, amputees, etc). If a patient accepts the invitation, they are escorted to the dispensary
floor, generally near a workstation closest to the entrance if applicable.
Security or Member Services will then alert the PCS working at that station that a priority patient is
waiting. If your workstation is notified that a priority patient is waiting, once the transaction is completed
with your current patient, do not call another patient over from the line. Instead, call over the priority
patient.
Always remain aware of priority patients entering the dispensary or on the dispensary floor.
Temporary Relief Breaks

When a PCS has been assisting a patient or patients for an extensive period of time, he or she may need a
temporary relief break to recharge. A teammate may need to step in as relief. It is akin to passing the
baton in a relay race. PCS may request relief for the following reasons:
 Lingering Patient Syndrome (assisting the same patient for 30 minutes)
 Personal necessity if reasonably justified (bathroom, drink of water, to call a babysitter)
 Scheduled breaks
 Conflict with a patient
Typically, the teammate who will relieve a PCS is the MOD. That person will expedite the sale. To
request a temporary relief break, follow these steps:
 Very politely say to the patient, “I’m sorry, you’ll have to excuse me. I’m going to have [enter
name here] finish you up.” Offer a polite excuse such as, “I need to go on my break at this time,”
or “I have a call I must attend to.” Do NOT give any other reason. None is needed. However,
never let the patient feel that they are at fault.
 Put away any medications that are out of their storage area.
 In private, let the relieving employee know where you are in the transaction and why you need
the relief break.
Inter-Departmental Interactions & Overall Communication

Effective and efficient communication is critical for the dispensary to run smoothly. Here are a few things
to keep in mind regarding inter-departmental interactions and overall communication within the
dispensary:

 Be knowledgeable about the overall patient experience at the dispensary, not just what happens at
the dispensary floor. Understand what the patient experience is when dealing with Security,
Member Services, etc.
 Get to know the Inventory Department staff especially because you will be interacting with them
frequently throughout each day.
 Constantly and effectively communicate with your MOD about break times, special-needs
patients, priority patients (i.e., people who are in significant pain), till drops, discount approvals,
etc. It’s better to over-communicate than under-communicate.
 The Patient Care Opening Meeting has been instituted to ensure consistent dissemination (and
review) of dispensary policies and procedures, new product knowledge, etc.
Product Knowledge
An integral part of providing exceptional patient care is having extensive knowledge of the medicine and
products available at the dispensary.
Patient Consultants must continue expanding their knowledge of medical marijuana and the industry as a
whole. After the first 8 shifts (2 weeks) at the dispensary, in addition to basic product knowledge,
associates should also know the most popular products requested by patients, the more common strains
found at the dispensary, and the differences in each of the concentrates.
It is also important to increase product knowledge based on the current offerings at the dispensary on any
given day. For instance, there will be times when an item may be available that has a particularly high
CBD with a low THC. This would be important to know because some patients may be looking for
something less psychoactive but still effective at treating pain.
Signs & Symptoms of Substance Abuse

There are many signs, both physical and behavioral, that indicate signs & symptoms of substance abuse.
The following are some general indications to be aware of that may indicate abuse:
 Sudden change in behavior
 Mood swings; irritable and grumpy and then suddenly happy and bright
 Withdrawal from family members
 Careless about personal grooming
 Loss of interest in hobbies, sports and other favorite activities
 Changed sleeping pattern; up at night and sleeping during the day
 Red or glassy eyes
 Sniffy or runny nose

Marijuana effects may also include compulsive eating, bloodshot and squinty red eyes (may have trouble
keeping them open), dry mouth, excessive and uncontrollable laughter, forgetfulness, short-term memory
loss, extreme lethargy, delayed motor skills, occasional paranoia, hallucinations, laziness, lack of
motivation, stupidity, sickly sweet smell on body, hair and clothes, and strong mood changes and
behaviors when the person is “high”.
Refusal to Dispense Medicine to Impaired Patients

It is company policy that this dispensary has the right to refuse service to those who appear to be
overmedicated, impaired, or abusing marijuana or other substances. This decision is at the discretion of
dispensary staff. As such, all dispensary staff members are required to participate in training conducted by
the Patient Care Manager that reviews the common signs and symptoms of substance dependence as well
as training for how to approach and deal with patients who appear to be overmedicated or intoxicated on
medical marijuana or substances other than marijuana.
Member Services associates are required to inform patients when they register that the dispensary has the
right to refuse service to those who appear to be overmedicated or intoxicated on medical marijuana or
substances other than marijuana.
Consult with the Dispensary General Manager or Patient Care Manager if you have any questions or
concerns regarding your responsibility and ability to refuse medicine to patients you believe to be
overmedicated or intoxicated.

Patient Verification & Recordkeeping
This MME has developed procedures for the retail sale of medicine based on state requirements and
operational best practices evaluated in jurisdictions throughout the country. This MME will ensure that
all product sales comply with requirements. Additionally, the patient experience is of top priority; our
retail sales policies and procedures reflect our commitment to providing a safe and supportive
environment for our patients.
POS System & Patient Database

For transaction and inventory management, among other things, this MME plans to utilize the Seed-to-
Sale software, BioTrackTHC. This software allows this MME to track individual patient purchases, and
trace these purchases according to patient registration identification numbers to protect confidentiality and
the dispensary’s security protocols.
BioTrackTHC will monitor and report, for each valid patient (including non-residents) who purchased
marijuana from the dispensary within the last 60 days the patient’s card number, card issue date, card
expiration date, and any other information as may be required by the Division.
Any information contained within this system will not be divulged for any purpose not specifically
authorized by law.
In accordance with local regulations, we use this inventory control system because it tracks all inventories
that includes marijuana clones, marijuana plants, harvested marijuana product for dispensing, edible or
infused items or harvested marijuana product sent to independent testing laboratories.
Patient Records
A unique, electronic patient record will be established during the registered patient’s first visit to the
dispensary and maintained for each qualifying patient who obtains marijuana from the dispensary. The
record will include the following information:
 The qualifying patient’s name.
 The qualifying patient’s date of birth.
 The name of the qualified patient’s designated caregiver, if applicable.
 The number of the qualifying patient’s registration identification number, the date on which the
card was issued, and the date on which the card will expire.
 Documentation of any patient education and support materials provided to the patient of the
designated primary caregiver of the patient including a description of the materials and the date
they were provided.
 Any additional information the Division may require.

Patient Verification
For each and every visit to the dispensary, we must verify that the patient is authorized to access the
dispensary and purchase medical marijuana. In order to verify that an individual is a current cardholder in
the Division’s verification system, we will verify each of the following prior to dispensing medicine:
 That the registry identification card (for Nevada residents and non-residents, alike) presented is
valid (see “Nonresidents” section below for further detail).
 That the person presenting the card is the person identified on the registry identification card
presented to the MME agent.
 That this MME is the designated dispensary for the Nevada-registered patient who is obtaining
the marijuana directly or via his or her designated caregiver.
In addition to personal verification and before dispensing any medical marijuana to a registered patient,
we will:
 Offer any appropriate patient education or support materials;
 Verify that the amount of medical marijuana the patient or designated primary caregiver is
requesting would not cause the patient to exceed the limits defined for obtaining medical
marijuana during any one 14-day period or the limit defined on obtaining edible marijuana
products and marijuana-infused products as set forth in the program Rules.
Purchasing Records & Limits

As stated above, there are limits defined for the purchasing or medical marijuana during any one 14-day
period. Before a registered employee completes a sale within the POS system (BioTrackTHC), it will
prompt for the identify verification of the patient, provide evidence of education material offer, and
internally verify the patient does not exceed their defined limit.
Amounts allowable for each patient may be configured into the POS system, with special considerations
able to be configured, provided they meet all state regulations.
The POS system will be able to identify patterns in patient purchases that may suggest product diversion
and/or excess patient possession. This MME will prominently post and educate patients on possession
limits and reserves the right to refuse sales to a patient who exhibits suspicious purchasing patterns.
This MME will maintain strict inventory controls to ensure stocking levels at the dispensary are
commensurate with patients’ needs and within the limits established by Nevada law.
Nonresident Patients
This MME will only recognize a nonresident card if:
 The state or jurisdiction from which the holder or bearer obtained the nonresident card grants an
exemption from criminal prosecution for the medical use of marijuana.

 The state or jurisdiction from which the holder or bearer obtained the nonresident card requires,
as a prerequisite to the issuance of such a card, that a physician advise the person that the medical
use of marijuana may mitigate the symptoms or effects of the person’s medical condition.
 The nonresident card has an expiration date and has not yet expired.
 The holder or bearer of the nonresident card signs an affidavit in a form prescribed by the
Division which sets forth that the holder or bearer is entitled to engage in the medical use of
marijuana in his or her state or jurisdiction of residence.
 The holder or bearer of the nonresident card agrees to abide by, and does abide by, the legal limits
on the possession of marijuana for medical purposes in Nevada.
Purchase Tracking & Recordkeeping

For each medical marijuana purchase, the Patient Consultant cashier completing the transaction will enter
the following information into the electronic verification system so that this data can be tracked:
 The name and number of the registry identification card of the patient or the name of the
designated primary caregiver of the patient (including such information for non-residents).
 How much marijuana is being dispensed to the registered patient for each transaction (weight and
potency).
 Whether it was dispensed directly to the registered patient or to the designated caregiver.
 The date and time the marijuana was dispensed.
 The barcode tracking number of the marijuana being dispensed that is traceable to a specific
harvested plant.
 Any education materials provided to the patient or caregiver during the visit.
 The MME agent registration number for the dispensing staff.
 Any additional information the Division may require.
In addition to patient purchases, any attempt to acquire medical marijuana that was unsuccessful will also
be documented within the patient record. The entry for failed attempts to acquire medical marijuana by
the patient or designated caregiver will include the date, name and registration identification number of
the individual who requested the medical marijuana, and this MME’s reason for refusing to provide
medical marijuana.

Product Safety
At-Risk Patients
Some of our patients may have higher health risks than the general population. These at-risk patients are
defined, generally, as those who are immunocompromised, aged, very young, or living in a group
residential setting. This MME understands and accepts its duty to these patients. This MME welcomes
DPBH inspections and oversight to help ensure the safety and health of Nevada patients.
Improper Storage Conditions

Per state regulations, this dispensary ensures that marijuana/products that have been subjected to improper
storage conditions (including extremes in temperature, humidity, smoke, fumes, pressure, age or radiation
due to natural disasters, fires, accidents or equipment failures), are not salvaged and returned to the
marketplace.
Whenever it is unclear whether marijuana or marijuana products have been subjected to these conditions,
an establishment may conduct salvaging operations only if there is:
 Evidence from laboratory tests and assays that the marijuana or marijuana products meet all
applicable standards of identity, strength, quality and purity; and
 Evidence from inspection of the premises that the marijuana or marijuana products and their
associated packaging were not subjected to improper storage conditions as a result of the disaster
or accident, if any.
A MME must maintain records, including the name, lot number and disposition for marijuana/products
salvaged as above.
Cleaning & Maintenance Written Procedures

Per state regulations, written procedures must be established and followed for the cleaning and
maintenance of equipment and utensils used to manufacture, process, package or hold marijuana or
marijuana products.
These procedures must include:
 Assignment of responsibility for cleaning and maintaining equipment.
 Maintenance and cleaning schedules, including, where appropriate, sanitizing schedules.
 A description in sufficient detail of the methods, equipment and materials used in cleaning and
maintenance operations and the methods of disassembling and reassembling equipment as
necessary to assure proper cleaning and maintenance.
 Protection of clean equipment from contamination before use.

 Inspection of equipment for cleanliness immediately before use.
 Documentation for the use of appropriate rodenticides, insecticides, fungicides, fumigating agents
and cleaning and sanitizing agents by the establishment.
Each MME must maintain records of any maintenance, cleaning, sanitizing and inspection carried out
pursuant to the above. All sanitation procedures apply to work performed by contractors or temporary
MME agents in addition to full-time agents.
Laboratory Testing
Many medical marijuana establishments process and sell medical marijuana without subjecting it to
rigorous testing for potency and contaminants. Studies have shown that some of these untested samples
contain fungus, molds and other unwanted microbes that can affect immune-suppressed patients who buy
them. In addition, potency can vary widely from one strain of marijuana to another.
Per Nevada state law, this MME is committed to only providing products that have been verified as safe
by a state-permitted independent testing laboratory which has tested all flowers, concentrates and edibles
for cannabinoids, terpenoids, microbial contaminants, mycotoxins, heavy metals and pesticide chemical
residue, residual solvents levels, and active ingredient analysis. This MME has set a high bar for product
testing to ensure top quality and safe medicine for patients.
All product labels will include the cannabinoid profile and potency levels and terpinoid profile as
determined by the independent testing laboratory. All edible marijuana products and marijuana-infused
products will include the total milligrams of active cannabinoids and terpenoids in the product, as
provided by the independent testing laboratory that tested the product. In addition, accompanying material
that discloses any pesticides applied to the marijuana plants and growing medium during production and
processing will be provided with all usable marijuana sold at our dispensary. Similar materials will be
provided for edible and marijuana-infused products and will also include the type of extraction method
used, including, without limitation, any solvents, gases or other chemicals or compounds used to produce
or that are added to the extract.
These strict quality control procedures will enable us to sell only the highest quality medicine and allow
patients to know what to expect from their purchases, including the amount needed to appropriately
address their symptoms. Upon the request of a customer, this MME will disclose the name of the
independent testing laboratory that performed the required quality assurance tests for a given product.
This MME will not sell usable marijuana, edible marijuana products, or marijuana-infused products until
all required quality assurance testing has been completed. Once available for sale and use, if any concerns
are raised the product will be removed from our inventory until it is reviewed at multiple levels and
passes further inspection.
Marijuana or marijuana products that have been subjected to improper storage conditions including,
without limitation, extremes in temperature, humidity, smoke, fumes, pressure, age or radiation due to
natural disasters, fires, accidents or equipment failures will not be salvaged and returned to the
marketplace. Whenever it is unclear whether marijuana or marijuana products have been exposed to those
conditions, salvaging operations will only be conducted if there is evidence from the laboratory tests that
the marijuana or marijuana products meet all applicable standards of identity, strength, quality, and purity,
and evidence from inspection of the premises that the marijuana or marijuana products and their

associated packaging were not subjected to improper storage conditions as a result of the disaster or
accident, if any.
Any medicine that does not meet our strict quality standards will be returned to its cultivation source and
never made available to our patients.
Cleaning & Sanitation Facility Requirements

With regard to facility requirements for cleaning and sanitation, Nevada rules state that a building used as
a medical marijuana establishment must have:
 At least one toilet facility which must contain:
o A flushable toilet;
o Mounted toilet tissue;
o A sink with running water;
o Soap contained in a dispenser; and
o Disposable, single-use paper towels in a mounted dispenser or a mechanical air hand

dryer.
 At least one hand-washing sink not located in a toilet facility.
 Designated storage areas for edible marijuana products or marijuana-infused products or

materials used in direct contact with such products separate from storage areas for toxic or
flammable materials.
 If preparation or packaging of edible marijuana products or marijuana-infused products is done in

the building, a designated area for the preparation or packaging that:
o Includes work space that can be sanitized; and,
o Is only used for the preparation or packaging of edible marijuana products or marijuana-
infused products.
Food Safety & Sanitation Protocols

With regard to general protocols for cleaning and sanitation, Nevada rules state that a MME must ensure
that each MME agent who is employed by or volunteers at the medical marijuana:
 Cleans his or her hands and exposed portions of his or her arms in a hand-washing sink:
o During preparation, as often as necessary to remove soil and contamination and to

prevent cross-contamination when changing tasks;
o After handling soiled equipment or utensils;

o After touching bare human body parts other than his or her clean hands and exposed
portions of arms; and
o After using the toilet facilities.
 Wears clean clothing appropriate to the tasks assigned to him or her.
We also ensure that:
 Each agent who is engaged in cultivating, processing, packaging or holding marijuana or

marijuana products wears clean clothing appropriate for the duties he or she performs;
 Protective apparel (head/face/arm/hand coverings) are worn as necessary to protect marijuana or

marijuana products from contamination; and
 Each agent practices good sanitation and health habits.
If the person designated by a MME to address health conditions at the MME determines that one of their
agents has a health condition that may adversely affect the safety or quality of the edible marijuana
products or MIPs at the MME, that agent is prohibited from having direct contact with any marijuana or
equipment or materials for processing edible marijuana products or marijuana-infused products until the
designated person determines that the health condition of the agent will not adversely affect the edibles or
MIPs.
Hand Washing
Employees must keep their hands and exposed portions of their arms clean if and whenever they are
working with medicine or ingestible food items.
Hand & Arm Cleaning Procedure – Employees must clean their hands and exposed portions of their
arms with hand washing soap by vigorously rubbing together the surfaces of their lathered hands and
arms for at least twenty (20) seconds and thoroughly rinsing with clean water. Employees must pay
particular attention to the areas beneath the fingernails and between the fingers.
Hand Sanitizer – A hand sanitizer and a chemical hand sanitizing solution used as a hand dip has been
sourced by this facility according to requirements set forth by the state of Nevada. Hand sanitizer should
only be applied to hands that have been cleaned according to the “Cleaning Procedure” above.
Hand Washing Frequency – Employees must clean their hands and exposed portions of their arms
immediately before engaging in food preparation including working with exposed food, clean equipment
and utensils, and unwrapped single-service and single-use articles. Employees must ALSO clean their
hands in the following instances:
 After touching bare human body parts other than clean hands and clean, exposed portions of
arms;
 After using the toilet room;
 After caring for or handling service or aquatic animals (if applicable);

 After coughing, sneezing, using a handkerchief or disposable tissue, using tobacco, eating, or
drinking out of a potentially contaminated container;
 After handling soiled equipment or utensils;
 Immediately before engaging in food preparation including working with exposed food, clean
utensils, and unwrapped single-service and single-use articles in the food preparation area;
 During food preparation, as often as necessary to remove soil and contamination and to prevent
cross-contamination when changing tasks;
 When switching between working with raw food and working with ready-to-eat food; and
 After engaging in other activities that contaminate the hands such as handling waste containing
fecal matter, body fluids, or body discharges.
Hand Washing Location – Employees must clean their hands in a hand washing sink or approved
automatic hand washing facility, not in a sink used for food preparation or in a service sink or a curbed
cleaning facility used for the disposal of mop water and similar liquid waste.
Hygiene
Fingernail Maintenance – Food employees must keep their fingernails trimmed, filed, and maintained so
the edges and surfaces are cleanable and not rough. Unless wearing intact gloves in good repair, a food
employee may not wear fingernail polish or artificial fingernails when working with exposed food.
Jewelry – While preparing food, food employees may not wear jewelry on their arms and hands. This
restriction does not apply to a plain ring such as a wedding band.
Outer Clothing – Food employees shall wear clean outer clothing to prevent contamination of food,
equipment, utensils, linens, and single-service and single-use articles. When moving from a raw food
operation to a ready-to-eat food operation, food employees shall wear clean outer covering over clothing
or change to clean clothing if clothing is soiled.
Eating & Drinking – Except as specified below, an employee must eat, drink, or use any form of tobacco
only in designated areas where the contamination of exposed food; clean equipment, utensils, and linens;
unwrapped single-service and single-use articles; or other items needing protection cannot result.
An employee working with medicine or food may drink from a closed beverage container if the container
is handled to prevent contamination of:
 The employee’s hands;
 The container; and
 Exposed food; clean equipment, utensils, and linens; and unwrapped single-service and single-use
articles.

Mouth & Nose – Food employees experiencing persistent sneezing, coughing, or a runny nose that
causes discharges from the eyes, nose, or mouth shall not work with exposed food; clean equipment,
utensils, and linens; or unwrapped single-service or single-use articles.
Hair Restraints – Employees working with food must wear hair restraints such as hats, hair coverings or
nets, beard restraints, and clothing that covers body hair, that are designed and worn to effectively keep
their hair from contacting exposed food; clean equipment, utensils, and linens; and unwrapped single-
service and single-use articles.
The wearing of hair restraints does not apply to food employees such as counter staff who only serve
beverages and wrapped or packaged foods, hostesses, and wait staff if they present a minimal risk of
contaminating exposed food; clean equipment, utensils, and linens; and unwrapped single-service and
single-use articles.
Non-Medicinal Trash Disposal

Refuse or waste products incident to the manufacture, preparation, packing, selling, distributing, or
transportation of medical marijuana should be removed from the building at least once every 24 hours or
more often as necessary to maintain a clean condition.
This MME’s policy for non-medicinal waste disposal is as follows**:
 Shredder: As a precaution, any paper, plastic, or foil packs that have had medicine in them or
have been in contact with medicine must be shredded. Throughout the day, place these discarded
foil packs in the shredder bin to be shredded at the end of day. Also, anything containing sensitive
or company-related information must be shredded.
 Trash Can: Anything that is to be discarded that has NOT come in contact with medicine or is
not sensitive in nature (coffee cups, personal trash, label/sticker trash, etc) goes in the trashcan, or
recycling if available and as appropriate.
 Dumpster: Trash must be moved from the interior of the building a minimum of once every 24
hours. Therefore, trash and/or recycling should be emptied into the dumpster and/or exterior
recycling receptacle each night at closing or shortly before.
**For policies and procedures regarding the disposal of medicine, refer to the “Medical Marijuana
Disposal” section of this manual.

Packaging & Labeling
Packaging Requirements
All product in the MME Dispensary facility will be pre-packaged. No packaging will be performed on
site. Per state requirements, all packaging for medical marijuana products must be unattractive and
inaccessible to children by way of child-resistant packaging. The product received from the Cultivation
and Production MMEs are required to be in sealed containers that cannot be opened without obvious
damage to the packaging. They must be packaged in a way to contain usable marijuana, protects the
contents from contamination and must not impart any toxic or deleterious substance to the usable
marijuana or marijuana product.
Prior to shipment of an order, cultivation and production MMEs are required to inspect all products
prepared for delivery to a dispensary and/or MIP production facility to ensure packaging meets all
requirements. Any product determined as improperly packaged will be immediately documented in the
POS software and designated for destruction.
To summarize, marijuana, edible marijuana products or marijuana-infused products must be:
 Allocated in unit sizes such that no single unit contains more than the defined regulation supply
of 2 ½ ounces of marijuana,
 Individually packaged in packaging that is unattractive and inaccessible to children by way of

child-resistant packaging,
 Labeled per requirements, and,
 Sealed.
In addition to the above state requirements, local regulations require that all medical marijuana products
sold to medical marijuana registry identification cardholders or their designated primary caregiver must
be enclosed in childproof packaging. The container must be designed or constructed to be significantly
difficult for minors under five years of age to open and must not allow the medical marijuana to be visible
without opening the packaging material. This includes all edible marijuana products, marijuana-infused
products and any other products derived from marijuana plants.
Labeling Accountability
For the purpose of labeling all marijuana, edible marijuana products and marijuana-infused products, all
cultivation, production, and dispensary MMEs must use the standard label described in the requirements
set forth below.
Medicine originating from a cultivation or production MME will arrive pre-packaged and pre-labeled
with the primary label. However, we are still entirely accountable for ensuring medicine is labeled
correctly and never reaches the dispensary floor improperly packaged or labeled. Additionally, we must
apply retail labels per instructions below.

MMEs must exercise strict control over labeling materials issued for use in labeling operations for
marijuana, edible marijuana products and marijuana-infused products, and must carefully examine
labeling materials issued for a batch for identity and conformity to the labeling specified in the applicable
production or control records.
Labels are required to be labeled clearly and unambiguously as medical marijuana and packaging should
not appeal to children in any way.
Edibles/Infused Products are regulated and sold on the basis of THC and not by weight and should be
tracked by the Inventory Control department.
MMEs must also have, and must follow, written procedures describing in sufficient detail the control
procedures employed for the issuance of labeling. These procedures are detailed below.
Labeling Requirements
Product Label Contents

Cultivation and production facilities are required to label all marijuana and marijuana-based products
before selling to a dispensary and must securely affix to the package, a label that includes, without
limitation, in legible English, the following information:
 The name of the medical marijuana establishment and its medical marijuana establishment
registration certificate number.
 The lot number.
 The date of harvest.
 The date of final testing.
 The date on which the product was packaged.
 The cannabinoid profile and potency levels and terpinoid profile as determined by the
independent testing laboratory.
 If the product is perishable, the expiration date.
 The quantity of marijuana being sold.
Product Label Format

For marijuana, edible marijuana products or marijuana-infused products that are intended to be dispensed
or sold to a holder of a valid registry identification card or his or her designated primary caregiver, the
physical label requirements are this:
 The text used on all labeling must be printed in at least 10-point font and may not be in italics.
 Each label must be at least 2.75” high by 4” wide.

The label required as per above, for a container or package containing usable marijuana or marijuana-
based product must be in substantially the following form:
Retail Label Contents

A MME must affix to each container or package containing usable marijuana sold at retail a label, which
must include, without limitation:
 The business or trade name and the MME registration certificate number of the cultivation facility
that cultivated and sold the usable marijuana.
 The lot number.
 The date and quantity dispensed, including the net weight measured in ounces and grams or by
volume, as appropriate.
 The name and registry ID card number of the patient and, if applicable, the name of his or her
designated primary caregiver.
 The name and address of the MME dispensary.
 The cannabinoid profile and potency levels and terpinoid profile as determined by the
independent testing laboratory.
 A warning that states: “This product may have intoxicating effects and may be habit forming.”
 The statement: “This product may be unlawful outside of the state of Nevada.”
 The date on which the marijuana was harvested.

The label required by as detailed above for a container or package containing usable marijuana sold at
retail must be in substantially the following form:
Accompanying Materials for Usable Marijuana

A dispensary must provide with all usable marijuana sold at retail accompanying material that discloses
any pesticides applied to the marijuana plants and growing medium during production and processing.
The text used on all accompanying material must be printed in at least 12-point font and may not be in
italics. The accompanying material must contain the following warnings:
 “Warning: This product may have intoxicating effects and may be habit forming. Smoking is
hazardous to your health.”
 “There may be health risks associated with consumption of this product.”
 “Should not be used by women who are pregnant or breast feeding.”
 “For use only by the person named on the label of the dispensed product. Keep out of the reach of
children.”
 “Marijuana can impair concentration, coordination and judgment. Do not operate a vehicle or
machinery under the influence of this drug.”
Retail Label Contents for Edibles and MIPs

A medical marijuana dispensary must affix to each container or package containing edible marijuana
products or marijuana-infused products sold at retail a label, which must include, without limitation:

 The business or trade name and the medical marijuana establishment registration certificate
number of the facility for the production of edible marijuana products or marijuana-infused
products that manufactured and sold the product.
 The lot numbers of all marijuana used to create the product.
 The batch number of the product.
 The date and quantity dispensed, including the net weight in ounces and grams or by volume, as
appropriate.
 The name and registry identification card number of the patient and, if applicable, the name of his
or her designated caregiver.
 The name and address of the medical marijuana dispensary.
 The date on which the product was manufactured.
 If the product is perishable, a suggested use-by date.
 The total milligrams of active cannabinoids and terpinoids in the product, as provided by the
independent testing laboratory that tested the product.
 A list of all ingredients and all major food allergens as identified in 21 U.S.C. §§ 343.
 A warning that states: “Caution: When eaten or swallowed, the intoxicating effects of this drug
may be delayed by 2 or more hours.”
 If a marijuana extract was added to the product, a disclosure of the type of extraction process and
any solvent, gas or other chemical used in the extraction process, or any other compound added to
the extract.
 A warning that states: “This product may have intoxicating effects and may be habit forming.”
 A statement that: “This product may be unlawful outside of the State of Nevada.”
The front and back of the label as detailed above, for a container or package containing edible marijuana
products or marijuana-infused products sold at retail, must be in substantially the following form:

Accompanying Materials for Usable Marijuana
A dispensary must provide with all edible marijuana products and marijuana-infused products sold at
retail accompanying material that discloses any pesticides applied to the marijuana plants and growing
medium during production of the marijuana used to create the extract added to the edible marijuana
products or marijuana-infused products and the type of extraction method used, including, without
limitation, any solvents, gases or other chemicals or compounds used to produce or that are added to the
extract.
The text used on all accompanying material must be printed in at least 12-point font and may not be in
italics. The accompany materials must contain the following warnings:
 “There may be health risks associated with consumption of this product.”
 “This product contains or is infused with marijuana or active compounds of marijuana.”

 “Should not be used by women who are pregnant or breast feeding.”
 “For use only by the person named on the label of the dispense d product. Keep out of the reach
of children.”
 “Products containing marijuana can impair concentration, coordination and judgment. Do not
operate a vehicle or machinery under the influence of this drug.”
 “Caution: When eaten or swallowed, the intoxicating effects of this drug may be delayed by 2 or
more hours.”

Patient Care Specialists & Sales
Transactions
Greetings
 Smile, make eye contact, and with great warmth and friendliness, greet them by saying something
like, “Hi! Welcome to ____. How are you doing today?”
 When the patient responds, LISTEN. Be engaged. PCS have one opportunity to make a first
impression and this is it! Each staff patient’s personal demeanor, smile, tone and level of voice,
the personal touches added to any patient interaction, all make a huge difference in the experience
a patient has when they approach the counter.
 Learn and use the first names of regulars. Never use the last name, to ensure patient
confidentiality.
 Simple handshakes are allowed, but discouraged. If a patient extends their hand, if comfortable,
PCS may return the handshake, although this is not required. Any physical contact other than a
handshake should be avoided, even if the patient happens to be a close friend or family member.
 Ensure that greetings are equally warm and friendly with all patients to prevent a negative
perception of “favoritism” by other patients.
 Before, during, or even after greeting the patient, be aware of any nonverbal cues the patient
gives that will help determine their needs. A few examples of nonverbal cues are:
 Patient is a return customer (most likely already know what they want).
 Patient has product literature in hand (most likely a new patient). This type of patient will
usually need more guidance either about the dispensary’s offerings and policies, general
product knowledge, or both.
Selection of Medicine
 Determine what the patient WANTS (type of medicine), NEEDS (quantity), and can AFFORD
(price). Use “primer phrases” to begin the selection process. For example:
 “Have you been here before?”
 “Do you know what you’re looking for today?”
 “Are you looking for anything in particular today?”
 If the patient KNOWS WHAT THEY WANT:

 “How much would you like (quantity)?” Check to see that the item is in stock. If the quantity
requested is not available, contact Inventory to check status.
 “Is there anything else I can get for you today?”
 If the patient would like something else, go back to the beginning of the “Selection” stage. If
nothing else is needed, process the order.
 If the patient DOESN’T know what they want:
 Find out what type of marijuana the patient is looking for (smoke able, edible, concentrate,
etc.). “Do you know what you like? Do you know what you are looking for?” or, “Do you
know what works for you?” or, “What has worked for you in the past?”
 If the patient can tell you what has worked in the past, ask them what price point they prefer.
If needed, communicate the pricing for each.
 If the patient doesn’t understand the product, inform them about the difference between
Indica vs. Sativa, particularly in terms of how the specific products are used. Patient
Consultants may add flavor or smell to this query.
 If a patient knows their general preference but not what they want specifically, PCS may
offer the patient options. Mentioning what stock is on sale, showing them top shelf items in
the category of their preference, letting them inspect the medicine through the clear
packaging; these are all helpful sales procedures. Typically, patients will ask for
recommendations. PCS may choose up to 3 different products to show the patient at any
given time.
 Once a choice is made, determine quantity and price point. Explain that the grading system
determines the price scale, but does NOT always reflect potency. Check the patient’s
purchase history to ensure the quantity does not exceed the “2.5-ounces in a 14 day
period” purchasing limit, or the usable equivalent in edibles and MIPs. If a staff member
attempts to authorize a sale over of the purchasing limit, the POS system will not allow the
transaction to take place.
 Ask if the patient wants any other products (not already selected).
Order Fulfillment
 The Inventory room will share a common wall with the dispensary area, specifically the wall
located behind the display cases and patient consultants. Along this wall there will be 1 pass-thru
drawer, installed at waist height that will facilitate the exchange of product between the
packaging and dispensary areas
 Once the patient has been helped by one of our trained patient consultants in the consultation area
and decided on the product most suitable for their medical needs, a staff member will retrieve the
appropriate products from the locked drawers and begin the checkout process.

Purchase & Payment
 Once all items have been received, do a final run-through with the patient, checking every item
by name and size to assure it's what the patient wanted to purchase.
 Accurately ring up all items:
 Scan all items, ensuring that the accurate prices are retrieved on the POS. If there is a
discrepancy between the price on the item tag and the POS, notify the MOD.
 Verify the number of items (physical count vs. POS count).
 Eligible patient discounts should already be accounted for in the patient’s database record and
automatically applied. If a patient requests a discount that has not been noted in their database
record, ask for the appropriate identification and verify both the ID and discount request with the
MOD before updating the patient’s record.
 Apply all applicable discounts, noting discounts and alternate pricing in the “Comments” field of
the transaction. All approved and available discounts are identified in the POS system.
 Verbally verify the total amount due. When verbally verifying the total, out of respect for patient
privacy, use a voice level that doesn’t broadcast the information to others.
 When the patient pays with cash:
 Let the patient fully finish counting their cash before retrieving. Once they offer payment in
full, the cashier may receive payment.
 “Face” the bills by turning them and/or flipping them over so that they all face the same
direction with the president’s head facing up.
 Count the money once in front of the patient, saying each bill number out loud (20, 40, 60,
80, etc.), laying the bills onto the counter, left to right, in stacks of $100 (or in one stack if the
total given is less than $100).
 Once all cash is counted, collect stack(s) and leave cash on counter out of reach, but in full
view, of patient.
 Enter the total cash given into the POS. Open the register.
 Count the bills again, this time counting all cash received in its entirety. Finally, place the
money in the register according to the assigned slots, with all bills facing the same direction.
 Verbally verify change amount on the POS screen with the patient, count out that amount
from the till, and close the till drawer.
 Count out the change onto the counter verbally in front of the patient. Hand the patient the
change.
 Place purchased items in an exit bag along with the receipt.

 Hand patient the exit bag and receipt, thank them, and conclude the transaction.
 Buzz the patient through our separate ally port exit, leading the patient back to the securely
monitored parking lot.
Electronic Verification System Transaction Entries

 Ensure the transaction has been completed in the POS system and that all required transaction
data has been uploaded to DPBH’s electronic verification system. This includes:
 The name and number of the registry identification card of the patient or the name of the
designated primary caregiver of the patient (including such information for non-residents).
 How much marijuana is being dispensed to the registered patient for each transaction (weight
and potency).
 Whether it was dispensed directly to the registered patient or to the designated caregiver.
 The date and time the marijuana was dispensed.
 The barcode tracking number of the marijuana being dispensed that is traceable to a specific
harvested plant.
 Any education materials provided to the patient or caregiver during the visit.
 The MME agent registration number for the dispensing staff.
 Any additional information the Division may require.
Denials of Purchase
In addition to patient purchases, any attempt to acquire medical marijuana that was unsuccessful will also
be documented within the patient record. The entry for failed attempts to acquire medical marijuana by
the patient or designated caregiver will include the date, name and registration identification number of
the individual who requested the medical marijuana, and this MME’s reason for refusing to provide
medical marijuana.

Phones
Phones
Answering the phones is primarily the responsibility of the Receptionist, who ideally will answer the
phone by the second ring but always within 3 rings. That said, it is important that all staff members
understand phone protocol, provided below.
How to Answer the Phone

When answering the company phone, the following must be provided to the caller every time:
 Greeting. Greet the caller (e.g., "Good morning/afternoon/evening”) with a smile, enthusiasm,
and genuine care.
 Identification. Identify our business, using our full name (e.g., “This is ______,” never simply
the dispensary’s short-form name). Also identify yourself by name so that the patient knows how
to address you.
 Inquiry. Ask how you might assist the caller (e.g., "How may I help you?" or "How may I assist
you today?").
When all three components are put together, answering the phone will sound something like this:
“Good morning! Thank you for calling ________, this is [your name], how may I assist you today?”
Announcing Phone Calls for Staff Members

When a caller wants to speak with a staff member, follow this procedure:
 Identify the caller (e.g., “May I tell him/her who’s calling?”) and politely ask them to hold.
 Place the caller on hold.
 Announce the call to the recipient via the telephone intercom system. (Reference the Intercom
Extension List located at your workstation). For example, “John, you have a phone call on line
3.”
 If you cannot reach the recipient via the telephone intercom, you may notify the recipient that
there is a call over the radio (but only if you cannot reach them via intercom). However, never
announce the identity of the caller, simply that there is a call.
 If the call’s recipient is unavailable or unreachable, take a message. All messages should include
at a minimum:
- Who the message is for
- The name of the caller (FIRST AND LAST NAME)

- Call back number - be sure to repeat the call back number back to the caller; this
is the most important piece of information when taking a message
- The reason for the call; what the call is about
- If it is a personal call, ask them how they know the person and how long they’ve
known them
- Establish if the call is time sensitive and if so, what the deadline is.
 If someone from the media calls, explain that you cannot answer any questions, but you can take
a message so someone can call them back.
 Get the person’s name and the company they represent.
 Find out what the story is about.
 Get their call back number.
 Find out their deadline. This is crucial information for media-related calls.
- Email the message to the General Manager immediately.
Responding to Caller Questions

When answering the company phone, you will receive a few standard caller questions repeatedly.
Examples might be:
 What are your hours?
 Where are you located?
Prohibited Over the Phone

As a strict policy, employee/patient information and information about deliveries CANNOT be
shared over the phone. Employee schedules or personal information cannot be given out over the phone
or otherwise. If an employee receives a call on his or her day off, simply tell the caller that you cannot
reach that person at this moment and take a message.

Till Management
The below content is provided as instruction for both management and non-management level employees
in the Patient Care department.
Till Accountability
Each PCS cashier is generally assigned to one dedicated POS workstation on the dispensary floor during
a shift (the specific station number will vary from shift to shift). In addition, each cashier has his or her
own dedicated cash till assigned at the start of the shift to him/her and only him/her. No other manager or
cashier will be permitted to complete POS transactions using that till.
POS workstations are equipped with one register drawers serving as the till of the primary cashier
assigned to the station. In the case of a relief position, when an associate moves from one register to
another, they take their till with them. This ensures all cashiers can be held fully accountable for cash
control of their tills.
Only members of the Patient Care management team may share tills with each other since there is already
shared accountability for cash control. Cashiers should feel absolutely confident that their till is secure.
Till Count Sheets

Each till has a corresponding Till Count Sheet that must remain with the till from the moment it is
assigned to a cashier until the moment the till is reconciled by the PCS Manager and Inventory Manager.
Till Count Sheets note how much of each denomination is in the till. There is also a space for signatures
verifying accuracy of the counts.
When a till is given to a cashier at the start of a shift, the cashier is responsible for counting the drawer
and completing the “Step 1” section of the Till Count Sheet which includes verifying the total starting
amount in the till.
When the till is returned at the end of the shift to the PCS Manager, the Till Count Sheet must accompany
the till.
Refer to the example of the Till Count Sheet in the Appendix section of this document.
Facing Bills
When placing bills in the till, they must all be faced in the same direction (facing to the left). This makes
the tills easier to count, helps prevent mistakes, and ensures positive relationships with the bank.
Cash Pulls
As cash builds up in the cash drawers at the registers throughout a shift, the PCS Manager or Patient Care
MOD may pull excess cash from drawers by completing a Pay Out at the register from which the cash is

being pulled. This action documents that the cash is being moved from one location (as identified in the
POS system) to another, thus ensuring the till will be balanced at the end of the shift. Cashiers should
alert their manager if and when a cash drawer becomes too full.
Change Requests
If running low on change (coin or paper), notify the MOD or Inventory Manager and they will provide
you with the change needed.
Signing Out
When leaving your workstation, you must sign out of the POS. When returning, sign back in.
Short Breaks
If a cashier must leave their assigned station unattended for 15-minute breaks, restroom breaks,
refreshments, or other personal reasons, sign off the POS, turn off monitor, and notify the MOD so that
the associate’s till can be secured.
Extended/Lunch Breaks
When going on a lunch break, a cashier’s till must first be secured by the PCS Manager or Patient Care
MOD. Upon return from lunch, the secured till will be returned.
Relief Staff Till Assignments

Relief staff will also be assigned their own till and carry it with them from workstation to workstation if
needed.

Cash Control
The below content is provided as instruction for management positions ONLY.
Cash Management Tools
Till Reconciliation Tools

“Till reconciliation” is the end-of-day process of closing out the registers where the actual counts for a
register are compared to the recorded amounts for that register. Cash, credit card receipts, discounts,
coupons and so forth are counted and compared with the POS system and register reports. Any
discrepancy must be reconciled.
To complete the Till Reconciliation for a register, you will need the following:
 POS Reports – generated for each drawer
 Z Report – generated for each register drawer
 Contents of the register – includes cash, credit card receipts, coupons, etc. (coupons should be
shredded once verified)
Till Count Sheet

Each till has a corresponding Till Count Sheet that must remain with the till from the moment it is
assigned to a cashier until the moment the till is reconciled. Till Count Sheets note how much of each
denomination is in the till. There is also a space for signatures verifying accuracy of the counts. The Till
Count Sheet is completed in three stages:
 Stage #1: when it is first assigned to a cashier
 Stage #2: when it is counted and reconciled at the end of a shift, and
 Stage #3: the following morning when the till drop is double-counted and verified by the
Inventory Manager.
Each Till Count Sheet must accompany the corresponding till that gets dropped by the PCS Manager or
Patient Care Assistant Manager into the Secure Storage Vault. Upon completion of the morning double
counts, the IM will work with the PCS Manager to resolve discrepancies (if any).
Refer to the example of the Till Count Sheet in the Appendix section of this document.
Over/Under Log
This log tracks the cash over and under amounts for a PCS cashiers over time. It is referenced by the PCS
Manager and Dispensary General Manager for audit purposes as needed.

Refer to the example of Over/Under Log in the Appendix section of this document.
Daily Packet
The “Daily Packet” is a large envelope compiled each day of business that includes each and every cash
drawer’s POS reports and Till Count Sheets for the dispensary.
Secure Storage Vault Log

This log tracks money going in and out of the Secure Storage Vault.
Refer to the example of the Storage Vault Log in the Appendix section of this document.
Cash Management Equipment
Till Storage
When not in use on the dispensary floor, balanced tills are stored in secure location defined by the
Dispensary General Manager and remain locked. Only the Inventory Manager, Dispensary General
Manager and PCS Manager should be access to stored tills and have access to till keys. A backup set of
keys should be kept in a drawer in the Inventory Room to allow MODs access as needed.
Unbalanced tills should never be stored in the Till storage since tills should be balanced as soon as they
are removed from the dispensary floor. In the rare circumstance where the MOD is pulled in another
direction and cannot count and balance a till immediately, the till should be covered, locked, and placed in
a secure location by the Dispensary General Manger or MOD with a sticky note firmly attached that
reads, “UNCOUNTED.”
Secure Storage Vault

The secure storage vault is used to store the following items:
 Change for register tills.
 Petty cash.
 Short-term storage of mid-day Cash Drops and end-of-day Till Drops
 Prepared Tills for start of day processes
 All cash / coin on premises
Only the Inventory Manager, PCS Manager, Dispensary General Manager, and Executive Management
have full access to the Secure Storage Vault. Members of the Patient Care department team can place
drops in the secure storage vault using the drop slot, but do not have full access to open it.

Assigning Tills
Each till is numbered. At the start of a shift, start a new Till Count Sheet for each till that will be assigned
for the shift. In the spaces provided, enter the following on each Till Count Sheet, and then place the sheet
into the corresponding till.
The PCS Manager will then write the name of the Dispensary Agent assigned to each till, enter the
assignments into the POS, and give each till to the assigned employee.
Each cashier will recount the cash in the drawer to confirm the starting amount. The starting amount
should always be the same. If there is a discrepancy, the cashier will notify the MOD or Inventory
Manager, who will recount the drawer as needed and bring it to the starting amount as needed.
Once the drawer has been verified, the cashier will enter the required information into the Start of Shift
potion of the Till Count Sheet and provide their signature. This acknowledgement is required to ensure
accountability at the end of the shift.
If there were discrepancies and the till had to be re-balanced, the PCS Manager and Inventory Manager
must determine the reason for the discrepancy and resolve the issue as appropriate.
Sorting & Storing Cash

Sorting and storing cash occurs after all register tills have been counted, reconciled, and recorded on the
daily Till Count Sheet. All net cash and change is sorted by bill and then stored in the secure storage vault
until a deposit or similar is made. Refer to the example of the Cash Count Sheet in the Appendix section
of this document.
1. Sort all bills into piles based on bill denomination.
2. Money should be sorted and rubber-banded as follows:
1’s in stacks of 25 Makes $25 Combine 4 packs for $100
20’s in stacks of 50 Makes $1000
3. Count the number of cash bundles and enter the totals for each bill denomination on the Cash
Count Sheet.
4. Count any leftover cash that cannot be bundled, and enter onto the Cash Count Sheet.

5. Return all cash to the secure storage vault along with the Cash Count Sheet in preparation for the
next deposit or similar.
Cash Pulls and Cash Drops
Cash Pull
As cash builds up in the cash drawers at the registers throughout a shift, the PCS Manager or Patient Care
MOD may pull excess cash from drawers as a safety and security measure. Cash Pulls are done by
completing a Pay Out at the register from which the cash is being pulled. This action documents that the
cash is being moved from one location (as identified in the POS system) to another, thus ensuring the till
will be balanced at the end of the shift.
Cash Drop
Once a Cash Pull is complete, rubber band the cash with the corresponding Pay Out receipt or place them
into a Cash Drop envelope (if available) and seal it. Drop the bundle or envelope through the slot on the
secure storage vault. Each Cash Drop corresponds to a singular register. Cash Drops for multiple registers
should never be bundled together.
Balancing Cash Drawers

The PCS Manager or Patient Care MOD is responsible for counting register tills at the end of each
cashier’s shift. Tills must be counted before cashiers leave so that discrepancies can be resolved
immediately. The bulk of tills are counted immediately upon dispensary closing while cashiers are still
completing other dispensary closing tasks. This ensures cashiers aren’t detained unnecessarily at the end
of their shift waiting for their till to be counted.
The Inventory Manager will double count the cash drops from the Patient Care department the following
morning. All tills must be double-counted. There are no exceptions.
Till Counting Overview

The goal of till counting is two-fold – 1) determine the total cash from which you subtract the starting
amount to get the actual cash brought in through daily sales, and 2) balance the drawer back to the
standard starting amount with appropriate levels of bill and coin denominations and coins so that it is
ready for the next shift.
Count only one till at a time and complete a task before beginning another. Never count multiple tills
simultaneously.
The starting amount for each till is $168 – $18 coins + $150 bills – in the following units:
 Ones = 30 ($30)
 Fives = 16 ($80)
 Tens = 3 ($30)

 Quarters = 2 rolls ($20)
 Dimes = 1 roll ($5)
 Nickels = 1 roll ($2)
 Pennies = 2 rolls ($1)
Till Counting Procedure

1. Run a POS system generated report and Z report for the register(s) being counted. Remove the till
from the drawers and take it along with the generated reports to the Inventory Room.
2. Start a new Z-Sheet (or Z-Sheet printed envelope if available).
3. Remove non-cash items from the till and organize them into the following groupings:
 Till Count Sheet (which identifies the initial starting amount of the till)
 Z-Out and POS System Reports
 Coupons
4. Write down the physical coupon count on the Z-Sheet and then write down the coupon count
from the Z-Out Report (discrepancies will be resolved once the Z-Sheet is complete).
5. Write down the total amounts for each discount type (from the Z-Out) on the Z-Sheet.
6. Complete the End of Shift sections of the original Till Count Sheet:
7. Count all cash in the drawer, noting the totals of each bill or coin denomination in the space
provided on the Till Count Sheet. Use the following protocol for counting all cash:
 For each separate coin denomination (quarters, dimes, nickels, pennies) in the till, place the
change into the change counter machine. Note each coin’s total on the Till Count Sheet then
place the coins back in the till.
 Count the # of coin rolls for each denomination (quarters, dimes, nickels, pennies) and write
the totals on the Till Count Sheet in the space provided.
 Count each bill denomination (ones, fives, tens, twenties, fifties) and write the totals on the
Till Count Sheet in the space provided. There is a space provided for “Misc. Bills” such as $2
bills and any bill greater than $50. Enter the total for all miscellaneous bills combined.
8. Using a calculator, add up all totals (loose change, rolled coins, bills) to get the Gross Cash
Amount. Enter that amount on the Till Count Sheet. Calculate the totals TWICE to verify the
amount.
9. Subtract the Beginning Balance Amount from the Gross Cash Amount to get the Net Cash
Amount. Enter the Net Cash Amount on the Till Count Sheet and recalculate to verify.

10. Physically remove the Net Cash Amount from the till and place it in the Z-Sheet envelope, thus
balancing the till to its original $168 starting amount.
11. The $168 starting amount in a till should reflect the standard quantities of bill denominations (as
identified under the “Till Counting Overview” header above), the loose change remaining in the
drawer, and one roll of each coin denomination. Once the till is finalized, recount the cash in the
till to ensure it is at $168 exactly.
12. Place the till cover on the balanced drawer, lock it, and place it in the secured access location.
13. Move on to the “Z-Sheet Procedure” below to identify and resolve discrepancies and finalize the
cash drawer reconciliation process.
Completing the Z-Sheet

When counting the closing tills, the Z-Out total will reflect the entire day’s sales.
1. Count the actual cash in the till, and enter the total amount on the Z-Sheet (per detailed
instructions above).
2. Enter on the Z-Sheet the total cash as reported on the Z-Out Report.
3. Subtract the actual from the reported amount to get the overage/underage. Refer to the
“Resolving Z-Sheet Discrepancies” section below as needed.
4. Compare the physical coupons with the coupons reported on the Z-Out. Coupons may be
shredded once counted.
5. When finished counting and double counting a till and settling the batch, place the cash, Z-Out
and POS system generated reports in an envelope with the Z-Sheet (or in the printed Z-Sheet
envelope), seal the envelope, and deposit it in the secure storage vault drop slot.
6. The next morning, the Inventory Manager will retrieve the envelope from the secure storage
vault, review the Z-Sheet for accuracy, verify the credit card totals, and recount the cash
deposited. The Inventory Manager will then record the information on the Daily Sheet, and
organize the bills and drop them (with the cash from other drawers) in the secure storage vault.
Resolving Z-Sheet Discrepancies

The physical cash amounts and coupons that are in the drawer should match what is reported in the POS.
If and when the numbers don’t match, discrepancies must be resolved.
Net Cash Discrepancies

1. Recount the drawer, paying special attention to denominations that equal or approximate the
overage/underage.
2. Check the Change Log to see if there may have been an error in the change transfer.
3. If the discrepancy is equal or greater than the least expensive item in the dispensary, review the
Shelf Count. If the Shelf Count (a physical count done by Inventory management at the end of

each day) does not match the Inventory Count (a POS report printed by the Inventory Manager at
the end of each day), compare the value of the discrepancy to the overage/underage of the till.
4. Interview the cashier for additional insight.
5. If the discrepancy still remains, it will be recorded on the Daily Sheet and noted in the financials.
6. Using a Pivot Report, a manager will review the cashier’s till balance history. The Associate may
be required to undergo additional training, or disciplinary action in the case of gross negligence.
Reconciling Cash Drops

The Inventory Manager reconciles Cash Drops, double-counting the cash and verifying the amount
against the Z-Sheet and Z-Out Report, or the Pay Out receipts and mid-day cash drops. Once cash has
been verified, it is moved to the secure storage vault and available for deposit or similar.
Patients Who Have Been Double-Charged

When patients have been double-charged the customer can receive a credit from the dispensary.
Completing the Daily Sheet/Packet

The Daily Sheet and Daily Packet is prepared by the Inventory Manager each day (for the prior day’s
business) and submitted to the General Manager.
Bank Deposits
Bank deposits are prepared by the Inventory Manager.

Problem Solving
Reminder of the Core Values

We strive to solve any problem a patient may have at any time, within reason. If a PCS experiences a
problem handling any situation with a patient, they must not hesitate to call over a MOD, Security, or
other management personnel as needed.
Prevention First!
So often, problems can be prevented by accurate knowledge of and adherence to dispensary policies and
procedures. That’s why those policies and procedures were instituted in the first place! In addition, when
PCS feel confident applying their skills and knowledge to their jobs, they are better able to truly care for
patients. When patients feel truly cared for, problems occur considerably less often.
Product Knowledge
We pride ourselves on having some of the most knowledgeable PCS in the dispensary world, and this
reputation depends on the PCS honesty and integrity in learning all that they can about the strains, their
attributes, the inventory, and dispensary policies and mechanics. Some tips for avoiding problems are:
 Continuously expand product knowledge throughout employment with this dispensary.
 Speak to the General Manager for information concerning patient health, specific symptoms, and
so forth.
 If asked a question to which the definitive answer is not known, do not try to answer it, no matter
how big a rush! Simply say, “I don’t know, but let me find out for you.” Then go ask another
employee or MOD for a definitive answer to the question.
 Giving the wrong strain information to a patient can be harmful to the patient and the dispensary,
as our patients rely on specific strains to help with specific ailments and rely on us to give them
the right strain.
High Patient Volume and Long Lines

Long lines can increase frustration and diminish patient service greatly if PCS are not properly prepared.
When under pressure, be sure to maintain a cool, calm, and focused approach to helping each patient
make their decision and keeping the transaction smooth and accurate.
Work efficiently and complete non-patient tasks quickly (stocking, organization, etc.) while giving the
patients all the time needed to find their product. Maintain a sense of urgency and efficiency while never
rushing patients.

Fatigue
Besides long lines and long hours, handling patients all day can be an exhausting experience. Staff should
take appointed breaks on time, eat a good lunch, and hydrate regularly.
If PCS find themselves assisting a series of disgruntled patients, it helps to take a deep breath, and smile!
Often that outpouring of warmth and a genuine smile melts even the unhappiest patient. Be entirely
present and focus on each patient’s needs, not attitudes. Remember that everyone has bad days. Do not
take it personally!
If at any time you feel that you are becoming overwhelmed or overly exhausted by a patient, or a sale has
taken 30+ minutes, be sure to use the aforementioned temporary relief break method.
Sales Disputes
If a dispute occurs, call over the MOD and offer them an objective explanation of the situation, using care
not to place blame on the patient. If the dispute cannot be swiftly resolved, the MOD will take the patient
aside, so that any problems are dealt with apart from any other patients in the dispensary. PCS should not
argue, debate, or try to mediate a dispute on their own or for another staff member. The MOD must
handle it.
Most disputes are due to simple clerical errors or confusion or misinformation on the patient’s part and
can be prevented by knowing and following dispensary policies and procedures and by paying close
attention to every detail in every transaction.
Misinformation
If an associate does not know the heritage, history, effect, flavor, or strength of a product, they should not
offer any information without first checking with the MOD, a seasoned co-worker, or the Inventory
Manager. False information can lead to misuse and potential harm to patients who may be sensitive to
certain products or effects.

Appendix

Example: Till Count Sheet

Example: Cash Over / Under Log

Example: Cash Count Sheet

Example: Secure Storage Vault Log

Example: Training Quiz

Example: Paid Out Log

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MM Development Company

MM - Patient Care Specialist Manual v1.0 p. 1 of 68 MM Development Company, LLC / Medizin

Company Information ................................................................................................................. 7

Department Overview ............................................................................................................. 13

Patient Needs & Community Impact ................................................................................. 17

MM - Patient Care Specialist Manual v1.0 p. 2 of 68 MM Development Company, LLC / Medizin

Patient Care Policies ................................................................................................................. 23

Patient Verification & Recordkeeping............................................................................... 28

Product Safety ............................................................................................................................. 31

Packaging & Labeling ............................................................................................................... 37

MM - Patient Care Specialist Manual v1.0 p. 3 of 68 MM Development Company, LLC / Medizin

Patient Care Specialists & Sales Transactions ............................................................... 44

Cash Control ................................................................................................................................. 52

MM - Patient Care Specialist Manual v1.0 p. 4 of 68 MM Development Company, LLC / Medizin

Problem Solving ......................................................................................................................... 59

MM - Patient Care Specialist Manual v1.0 p. 5 of 68 MM Development Company, LLC / Medizin

Dispensary Operations Documentation

Operations Manual Revisions

Nevada Rules & Regulations

MM - Patient Care Specialist Manual v1.0 p. 6 of 68 MM Development Company, LLC / Medizin

MM - Patient Care Specialist Manual v1.0 p. 7 of 68 MM Development Company, LLC / Medizin

MM - Patient Care Specialist Manual v1.0 p. 8 of 68 MM Development Company, LLC / Medizin

MM - Patient Care Specialist Manual v1.0 p. 9 of 68 MM Development Company, LLC / Medizin

 Precise definitions of responsibility, including job descriptions and employment contracts

 Well-paid, well-qualified, well-trained personnel

 Professional recruiting practices

 Thorough training of new hires

 Robust and highly documented performance management system including systematic

MM - Patient Care Specialist Manual v1.0 p. 10 of 68 MM Development Company, LLC / Medizin

MM - Patient Care Specialist Manual v1.0 p. 11 of 68 MM Development Company, LLC / Medizin

MM - Patient Care Specialist Manual v1.0 p. 12 of 68 MM Development Company, LLC / Medizin

Role of the Patient Care Department

The Importance Of Service

MM - Patient Care Specialist Manual v1.0 p. 13 of 68 MM Development Company, LLC / Medizin

Breaks & Lunches

 MOD assigns both lunch and break times.

MM - Patient Care Specialist Manual v1.0 p. 14 of 68 MM Development Company, LLC / Medizin

Patient Care Opening Meetings

 News, findings, or research relevant to the medical marijuana industry.

 Product knowledge sharing or pop quizzes.

 Policy and procedural changes.

 Break schedule for the day.

MME Agent Registration ID Cards

 A person employed by the MME

 A person who contracts with the MME

 An independent testing laboratory;

MM - Patient Care Specialist Manual v1.0 p. 15 of 68 MM Development Company, LLC / Medizin

 A medical marijuana dispensary.

Cash Register Security

Patient Record Compliance

 An entry in a patient record:

o Is dated and signed by the agent who is recording.

o Is not changed to make the initial entry illegible.

 A patient record is provided to the Division for review upon request.

 A patient record is protected from loss, damage or unauthorized use.

MM - Patient Care Specialist Manual v1.0 p. 16 of 68 MM Development Company, LLC / Medizin

Product and Service Philosophy

Strict Quality Control Guidelines

Zero Tolerance on Product Performance Issues

Dispensary Product Offerings

MM - Patient Care Specialist Manual v1.0 p. 17 of 68 MM Development Company, LLC / Medizin

 20% CBD Strains

Sativa Strains & Benefits