COVER STORY: Pharmacy Performance

Patient Engagement: Driving Pharmacy Performance



Pharmacists are working harder than ever to elevate the level of engagement with patients and with the other members of the care team. This is being driven by the ongoing shift to clinical models and the increasing importance of performance measurements such as Part D star ratings, among other factors. Fortunately, pharmacists are also finding that there’s a wide array of technology that can help them in their efforts, whether it’s cutting-edge services built in response to current needs or old stalwarts that forward-thinking pharmacists are deploying intelligently.

Know Your Patients, Know Your Opportunities

Patient engagement and subsequent opportunities to drive pharmacy performance ultimately start with knowing just who your patients are. From there you can begin to focus your efforts and find your opportunities for care. There are many good examples of how to do this, with some being driven by pharmacy system reporting, and others relying on services specifically designed to analyze patient data to support engagement and adherence programs. 

Michelle Farrell, R.Ph. 

Owner
Boscobel
Pharmacy
Boscobel, Wisc.

An independent pharmacy that offers traditional retail services, as well as sterile and non-sterile rooms, compounding, DME, adherence packaging, and nursing home services.

Michelle Farrell, for instance, uses functionality within her QS/1 pharmacy system to data mine for diabetics who qualify for services such as MTM, comprehensive med review, or immunizations. “There are many ways to proactively find patients who you will want to work with,” says Farrell. “This spring we’re looking to target patients with respiratory problems and use CarePoints to give them information on pollen counts and educate them about having an asthma control test with an inhaler refill.”

Brent Dunlap has looked to Mevesi for reporting to track the demographics of his patient base. He offers several different examples of how he likes to use this data. For example, he runs reports that look for patients on specific medications such as ACE inhibitors, and then narrows down the list so that he’s focusing on the ones that have the greatest need for adherence support. He’s also sorting by different criteria such as age, to see which patients might be more text savvy, or how far patients are traveling to come to his pharmacy. Dunlap has also found success in using his data analytics to support his Sweet Spot diabetic education classes, a turnkey program from Creative Pharmacist. “Diabetes patients are one of the groups specifically monitored for star ratings,” he explains. Dunlap created a simple report in Mevesi and did a mail merge to send reminders about the class. “This communication and the relationships it develops are a way to drive the outcomes that we need and want for our patients,” he says.

Brent Dunlap, Pharm.D.

IT Director
Plateau and Scott
County Drugs
Oneida, Tenn.

A family-owned pharmacy since 1972, with two locations in a small community right on the Kentucky state line. 

Find out more about the success Plateau and Scott County Drugs has had with its Sweet Spot program.

Laura Wagner has found a focused approach to be of great value for her patients — and for Mount Ida Pharmacy, too — following a recent move to bring in a new synchronization program tool from FDS, called eNGAGE. Sync programs are fast becoming a central feature for creating convenience and value for patients, as well as ramping up engagement and driving important performance metrics for the pharmacy. But as Wagner demonstrates, it’s best to be able to apply sophisticated logic to the process to really rationalize it for the pharmacy.

Wagner is using eNGAGE to help her understand her patient population and pick the ones who are prime candidates for the service. This is a tool in use on a daily basis, according to Wagner. “We will pull the system up and browse the patients that eNGAGE has identified as having the best potential for the sync program,” she says. The Mount Ida Pharmacy staff then reaches out with a call to try to get patients enrolled.

You can’t overestimate the contribution that an effectively organized sync program makes to moving a pharmacy’s care model in new directions. “I want to use med sync so that our workflow become smoother and more manageable,” says Wagner. “It’s better for us when we know that somebody’s coming in on a certain date rather than walking in the door at any time for 10 prescriptions.” 

Laura Wagner, Pharm.D. 

Owner
Mount Ida
Pharmacy
Mount Ida, Ark.

Independent that is the sole pharmacy in its rural county. 

“We talk with patients and let them know that we’re trying to help them make their lives easier,” Wagner says. “We are filling more prescriptions for adherent patients, which helps increase our revenue, and as we improve their adherence with sync we are also increasing our performance as measured by star ratings.”

Mike Rudge reports using PrescribeWellness to buttress the work he can do within Loop Pharmacy & Home Medical’s PioneerRx software. “If we have an educational event coming up, PrescribeWellness can look through our database for us and give us a data set of all the patients we should contact about it,” he says. Rudge can then use PrescribeWellness to schedule a prerecorded message to go out to this group that features a invitation from Erin Rudge, Loop’s chief pharmacy officer.

Reinvigorating Reliable Channels

Loop Pharmacy & Home Medical also offers an excellent example of how some of the old reliable channels such as IVR- and pharmacy system-driven messaging are underpinning important contacts with patients, albeit with a heavy dose of modern features to make them as efficient and useful as possible.

Mike Rudge 

COO

Loop Pharmacy & Home Medical

St. Albans, W.Va.

Independent pharmacy with compounding, packaging, and DME.

Mike Rudge reports using a combination of outbound messaging tools, including capabilities within the PioneerRx pharmacy system as well as integration between TeleManager Technologies’ IVR and PK Software’s The Compounder Rx platform.

As Rudge describes it, within PioneerRx it’s a simple matter of selecting the patient’s preferred contact method. Then a completed prescription triggers an automated pickup reminder call or text. Rudge notes that texting is important among certain demographics, but that more than 80% of Loop Pharmacy’s patients haven’t indicated a preference. In that case, they are automatically flagged for phone reminders. Rudge says patients have really taken to the reminders. “When people get a message from Loop Pharmacy now,” says Rudge, “they immediately assume they have a prescription waiting.” 

Find out how Colonia Natural Pharmacy is using its technology to meet the demands of its specialty pharmacy practice.

Next, TeleManager’s IVR outbound capabilities have proven to be a critical addition to Loop’s compounding practice. “We do up to 75 compounds a day,” says Rudge, “so we’d have a lot of phone calls that we’d have to make without the IVR interface to The Compounder Rx.” Rudge reports seeing an even greater return on messaging for compounds than he has for standard prescriptions. “We’ve really seen a substantial impact on time savings and how promptly patients pick up compounds,” says Rudge. 

Michael Ambrosio

Store Manager
Colonia Natural Pharmacy
Colonia, N.J.
Independent pharmacy with a focus on specialty medications for transplant and oncology patients, as well as on natural, holistic healing.

Michael Ambrosio is enthusiastic about a new offering in his HBS pharmacy management system that’s adding useful logic to the reminder messaging process. The feature, called the Pharmacy Service Portal, lets Ambrosio set key parameters such as how long the system waits to send a message after the pharmacist completes the final verification. It also sends reminder messaging for prescriptions in will-call on Colonia Natural Pharmacy’s preferred schedule. “This reminder helps with our star ratings, too,” notes Ambrosio, “because when patients are picking up their prescription sooner they are getting their prescriptions regularly, and that improves their adherence.” Ambrosio notes that he also asked HBS to allow for logic that ensures a patient who has waited to pick up a prescription doesn’t then get a potentially confusing text message.

But perhaps even more important, in Ambrosio’s view, is the way the portal creates improved integration with the pharmacy’s point-of-sale system from Retail Management Solutions. The HBS Pharmacy Service Portal inserts a button at the bottom of the POS screen, according to Ambrosio, which gives the cashier a much more complete view of a patient’s prescription status than normal. “You can quickly click into the portal, enter the patient name, and see important information about prescription status and patient contact details right there at the point of sale,” says Ambrosio. There is also now an alert button that lets the cashier see a message, for example, if the pharmacist would like to see the patient. The portal also shows not just the list of the patient’s prescriptions, but where they are within the workflow too, which means that the cashier can have a meaningful conversation with the patient without any distraction for the pharmacy staff.

Ambrosio also sees this portal really streamlining the pharmacy’s patient engagement efforts, since his staff now has the ability to update patient contact preferences easily, both at intake and pickup. “The beauty of the portal is everything is there and we’re updating one central record,” says Ambrosio. “We have more chances to make sure we have the current cell phone or email in the patient’s record, and that we have the patient’s preferences for reminders up to date.” Of course, the cashier staff can only access to patient contact preferences.

Developing New Engagement Models 

Brett Barker, Pharm.D.

Vice President of Operations
NuCara Pharmacy
Nevada, Iowa

Regional chain with 27 locations across five states offering a wide range of pharmacy services, including compounding, DME, infusion, and respiratory therapy. 

There are also pharmacists who are looking at new models for increasing patient engagement, and even bringing pharmacy services into underserved communities as effectively as possible. In fact, there are many communities out there either without access to a local pharmacy or with the prospect of losing the pharmacy they have, points out Brett Barker. “What we see when we look across rural America is this big demographic bubble in a lot of rural towns where the pharmacy owner is nearing retirement,” says Barker, “and it’s going to be a struggle for a new owner to keep that pharmacy open, given the current operating environment.” When patients don’t have access to a local pharmacy, the quality of care can decline. As Barker explains, these are the circumstances in which patients end up going to multiple pharmacies spread out among the various towns that work and life take them through. Not only that, but these patients may also be seeing multiple prescribers, depending on which is most convenient to work or home. “Lack of local access fractures care,” says Barker. “And fractured care is not good for either the patient or for the pharmacy.”

With all of this in mind, NuCara has been developing several models of telepharmacy, leveraging a platform from TelePharm. “With these models, we may have two towns that are both struggling,” explains Barker, “and rather than facing the prospect of no pharmacy at all, we’re going to share the pharmacist 50/50.”

Find out how NuCara Pharmacy is using telepharmacy to support respiratory care.

NuCara’s first telepharmacy pilot began in Zearing, Iowa, a town of just over 500 people that is 20 miles from its flagship community pharmacy in Nevada. In this pilot, TelePharm let the pharmacist at NuCara Nevada remotely verify prescriptions and privately counsel patients. The result, as Barker notes, was that patients got the same level of service while NuCara was able to spread the pharmacist expense out in order to make it work financially. This might sound as simple as setting up a secure video conference link between the two sites. But Barker is quick to emphasize that it’s not this easy, if you really want to integrate telepharmacy smoothly into pharmacy workflow.

NuCara’s technology from TelePharm creates a record of all the steps the remote site technician takes while filling a prescription. Then, much as in any pharmacy workflow, this work is cued up in the off-site pharmacist’s system for verification. “The pharmacist is able to review the prescription at the managing pharmacy at the right time within his or her workflow,” says Barker, “and then engage with the patient by video later as needed.” NuCara has developed a second pilot as well, to further refine its model and increase the opportunities for patient engagement with what Barker calls hybrid telepharmacy. The pilot this time is happening in State Center, Iowa, and the concept is to have the pharmacy open five days, while the pharmacist is there one day a week to start. “Our goal is to increase the pharmacist’s time on-site as the location grows,” says Barker. “We really think that based on the demographics of the town we will eventually be able to have a full-time community pharmacist there. It’s just that you have a lot of work to get there. Telepharmacy will let us do that. And this hybrid model means that we’re able to offer services on-site, such as immunizations and medication therapy management, that will really increase the level of care available within the community.”

NuCara’s commitment to keeping care within the community is really paying off. For example, notes Barker, the rural healthcare clinic in Zearing hired a second nurse practitioner because they saw more patients after NuCara opened its location. “It’s been a big improvement for a lot of the patients in the community who were having to use mail order or drive long distances to the pharmacy,” says Barker.

Quarterbacking Clinical Care

Lynette Caldwell

Medical Records Manager
Geneva Woods Pharmacy
Vancouver, Wash.

One of 13 Geneva Woods pharmacies operating in four western states. Serves long-term care and assisted-living facilities with offerings that include DME and eMARs.  

Two other pharmacies are demonstrating how to use technology to successfully take a position at the center of the care network. For example, Geneva Woods Pharmacy is using the ALMSA eMAR from Yardi to help its staff quarterback the medication management process for patients, facilities, and prescribers. “We have an interface between our pharmacy system and ALMSA that means that as we take orders in, the eMAR is constantly updating as well,” says Lynette Caldwell.

Geneva Woods Pharmacy has control over access to the eMAR at the user level, which Caldwell points out allows the pharmacy to easily loop prescribers into a patient’s record in real time. For example, a primary care physician can then see the patient’s whole medication list, including what other providers, such as pain care, cancer, or cardiac specialists, have written for a patient. The physician can also view other patient data that’s been entered into ALMSA by facility staff, such as blood pressure or blood sugar histories. Similarly, the facility staff is granted appropriate access with user-level tracking of changes and additions. “By compiling all this information in one live record, we’re able to help everyone be cognizant of what is going on,” says Caldwell. 

Find out how Geneva Woods pharmacy coordinating care transitions and creating accountability.

What results is a high level of collaboration that creates real accountability for all caregivers and a central role for the pharmacist, who has a greater potential for catching interactions and contraindications. The benefits extend even to patients who don’t use the pharmacy, but still reside in a facility that Geneva Woods Pharmacy serves with the ALMSA eMAR. “This definitely keeps us on hand and in a constant mode of involvement with patients and facilities,” notes Caldwell.

In another example, Jeff Kirchner has been using collaboration to build more clinical services at Streu’s Pharmacy. Over the past year he has brought on a pharmacy resident to launch a transition-of-care program with a local hospital. The primary goal is to reduce readmission rates, with a focus on cardiac patients. “CMS has been putting a lot of emphasis on the transition from hospital back home or to a nursing home,” he explains. Streu’s Pharmacy identifies patients through a scoring system that indicates the degree of risk for rehospitalization. Patients often feel overwhelmed at the time of discharge and have difficulty understanding and retaining directions and information presented. With this in mind, the Streu’s team follows up with those at highest risk 72 hours after discharge. Kirchner states that this time period is critical to support understanding and retention of the information presented. “We meet with the patient to perform a comprehensive review of their medications to identify potential risks and complications and provide guidance to improve adherence and enhance safety,” he says.

Jeff Kirchner, R.Ph. 

CEO
Streu’s Pharmacy
Green Bay, Wisc.

A second-generation independent pharmacy that has both a retail business and a separate long-term care operation. 

Technology is elevating the collaboration in this case because the pharmacy has access via the hospital’s electronic medical record (EMR) to data such as labs, diagnoses, and preadmission medication list. Kirchner notes that this saves the hospital and pharmacy time and resources by removing the need for fax communication. This enables a pharmacist to easily review and study patient information before meeting with the patient. The results, which Kirchner plans to make the basis of a publishable study, speak for themselves. “We are finding the average patient has three recommendations that need to be sent to the physician for review,” he says. “And so far none of the patients we’ve seen have been readmitted.”

Moving the Needle on Adherence

Automated adherence packaging is another technology that’s supporting the achievement of clinical goals through patient engagement. At its simplest it’s a matter of gaining valuable staff time, as Michael Levy has found by adding SynMed robotics for filling multidose cards at Andrews Pharmacy. “When we first got the robot, it was an interesting experience to figure out what we were going to do with the employees who had been filling the cards,” says Levy. “We kept everyone, and, really, the robot has worked out to free up valuable time that we use to communicate on the phone or in person with a patient, or to review medication lists.” In fact, Levy sees the pharmacy as a manager of patient care as the wave of the future, a vision that’s being borne out not just at Andrews Pharmacy, but at other forward-looking pharmacies as well. Jeff Kirchner, who is using Medicine-On-Time and its Versi-Fill automation, has had success with adherence packaging for long-term care, and so now he is looking to encourage its use among Streu’s Pharmacy’s retail patient population as well. “We are coming up with ways to use Medicine-on-Time to improve adherence for our patients in the community, since it has been reported that 26% of nursing home patients are admitted due to non-adherence,” Kirchner reports. In addition, he is working with home health agencies to offer packaging to their patients. “It’s easier for caregivers to manage and allows patients to remain safe in the home environment,” he says. 

Mark Bradford, R.Ph. 

President and CEO
Advanced Pharmacy Solutions
Southhaven, Miss.

Pharmacy specializing in working with indigent behavioral health and community mental health centers.

Advanced Pharmacy Solutions is also building a successful model of patient care with a focus on using adherence packaging to help the behavioral health patients it serves remain independent. When these patients are adherent, they can successfully receive care at outpatient clinics, notes Mark Bradford. Advanced Pharmacy Solutions’ efforts are based around a suite of adherence packaging automation from TCGRx, including the ATP for multidose pouch packaging; InspectRx to create an exceptionbased QA process that reduces the verification burden on pharmacists; and Collector, which automates the cutting, rolling, and taping of large batches of filled pouches by patient and saves substantial amounts of staff time. Advanced Pharmacy Solutions then layers a synchronization program on top of this packaging offering for dramatically improved adherence. The success of the program is evident from one key number: Advanced Pharmacy Solutions is now dispensing 75% of its oral solids in adherence packaging.

And much like at Andrews Pharmacy, Advanced Pharmacy Solutions is finding that it can put the time automation is saving to good use. “It is giving us the time to send staff out to speak directly to the clinics we work with and demonstrate the product for them,” Bradford says. He is finding that the clinic executive staff, in particular, is interested in managing readmissions to community mental health centers or behavioral health hospitals that are sharing risk based on 30-day readmission rates. Advanced Pharmacy Solutions also employs staff members called care coordinators, who work to connect with the patients themselves inside the community mental health centers. This creates a virtuous cycle in which Bradford is able to bring more patients into the packaging and sync program and reduce care fragmentation by filling all of a patient’s medications — not just those for mental health, which in turn builds his ability to demonstrate the success of the system. “We’re working with a manufacturer today to gather data to substantiate what the numbers for this program are,” says Bradford. 

Find out how Kelley-Ross Pharmacy sees adherence packaging and EHRs adding value to care at the clinical level.

Together, these efforts have significantly increased patient count, according to Bradford. “We’ve grown our prescription volume by 85% compared to our pre-launch numbers,” he says. And while this is clearly good for Advanced Pharmacy Solutions as a business, it’s even more important for one of the main goals Bradford had when he launched the packaging initiative: keeping care for these patients as close to home as possible. “When we keep the care in the community, we can significantly reduce the cost of that care and the burden on local, community, and state systems,” says Bradford. “That really is what drove us to implement this system.”

Brian Beach, Pharm.D., R.Ph., FACA

Vice President and Director of Long-Term Care Services
Kelley-Ross Pharmacy
Seattle, Wash.

Independently owned pharmacy with four locations and a stand-alone clinical pharmacy service that provide a wide range of services, including prescription dispensing, compounding, packaging, long-term care facility services, consultant pharmacist services, immunizations, and a variety of health screenings.  

Adherence is ultimately more than the sum of how many times a year a patient picks up their medications. You also need to know whether they are taking each regimen as prescribed. This is where adherence packaging, whether for long-term care or retail patients, shines as an adherence feedback tool, according to Brian Beach. Kelley-Ross is using Synergy Medical SynMed robotics to fill perforated multidose cards and Parata PASS to fill unit-dose and multidose strip packaging. “This means that caregivers can hand out a day’s worth and ask the patient to bring it back so that they can monitor adherence,” says Beach. This is a good process for managing large groups of patients with diverse medication regimens, notes Beach. It gives the nursing staff the ability to monitor adherence and ask informed questions.

Measuring Results

As pharmacies shift to focusing more on patient engagement and the clinical outcomes they are achieving, two important questions come up: How and what do you measure to see if you are being effective?

Michelle Farrell reports using an outcomes module in QS/1’s NRx pharmacy software to track performance and keep all key documents available for interactions such as comprehensive medication reviews. This module allows Farrell to formalize the documentation of patient interventions and run reports of the outcomes that are then used to code the patient interaction for billing.

“I think the key is being prepared to document the interaction with patients so they aren’t out the door and we’re trying to follow up with them,” says Farrell. “We’re using QS/1s tickler function to remind us beforehand to create a report, to call a doctor on behalf of a patient, and be prepared for the patient when he comes in. And then after the patient’s visit, we’re printing a file that a tech uses to bill for a counseling session.

And when you talk about measuring pharmacy performance these days, you have to talk about star ratings, and a corresponding need for pharmacists to track these ratings and ultimately do their best to manage them.

Michael Levy, R.Ph.

Andrews Pharmacy
Wellesley, Mass.

Independent pharmacy with both a retail services and a longterm care business for assisted living, group homes, and nursing homes. 

The EQuIPP (Electronic Quality Improvement Platform for Plans and Pharmacies) performance information management platform got mentions from several pharmacists as the best way to find and track a pharmacy’s rating, with Brain Beach, Brent Dunlap, and Michelle Farrell all reporting using it to understand and ultimately manage their ratings.

For example, Michelle Farrell has begun looking at the medication possession ratio data report in her QS/1 system and looking to tie that back to her star ratings. Brent Dunlap looks at the EQuIPP dashboard to gain insight into outlier patients who are causing their numbers to dip and who may have health issues they can help with. And Brian Beach runs a report out of Kelley-Ross’s PioneerRx system when something doesn’t look right in EQuIPP. “We’ll use our ability to drill down into our data to look at an adherence metric like proportion of days covered, for example,” says Beach. “We see which patients we are not hitting our benchmarks with, and then we’ll reach out to the patient or the provider to try to resolve any issues.” For Beach, this is all about providing value by showing that the pharmacy is being proactive in its interventions that benefit patients, and can even help prescribers meet benchmarks, too.

Find out how Andrews Pharmacy is using adherence packaging to drive performance and improve patient care. 

Medication adherence has a big impact on star ratings. “We create reports to check for late refills,” says Jeff Kirchner, “which allows us to counsel patients with adherence problems.” This is a task that Kirchner sees as increasingly important, as third parties begin to place greater emphasis on disease state management and positive outcomes. The result is a need for pharmacists to take an active role in managing these patients and the medications they are prescribed. “If a patient has hypertension, but is only refilling the prescription five times a year, then we are not managing the condition,” says Kirchner. “Pharmacists can identify reasons why the medications are not refilled in a timely manner and provide guidance and education in order to avoid negative outcomes.”

There are tools available to monitor your adherence data, notes Kirchner, EQuIPP. “You can check your score for the past month,” he says, “and identify areas that require improvement.” If Kirchner finds such an area, for example the rating for diabetic care, the pharmacy can use QS/1 reporting to identify high risk patients requiring a higher level of clinical management of medication therapy. Kirchner believes star ratings offer pharmacies useful feedback regarding the quality of their clinical services. “This feedback tells us there’s an opportunity for pharmacists to expand their active role in disease state management,” he says.

Steven DiLollo, Pharm.D.

Director, Specialty Pharmacy
Colonia Natural Pharmacy
Colonia N.J.

Independent pharmacy with a focus on specialty medications for transplant and oncology patients, as well as on on natural, holistic healing.

This opportunity to take an active role in the patient management process is likely almost all to the good for pharmacy, though Steven DiLollo, Pharm.D. Colonia’s director of specialty pharmacy, does warn that sometimes being in the middle doesn’t work out in the pharmacy’s favor. “We’ll get a list of 30 problems from the insurance company, and we’ll fax it to the doctor,” DiLollo explains. “Then we get a response saying he’s not changing anything. We document this. But it can impact our rating if a prescriber insists on keeping a patient on medication that might increase falls, for example, even though the insurance company doesn’t want the patient on that. Our hands are tied, since we can’t change a patient’s therapy, only make recommendations to the prescriber.”

Finding the Future in Patient Engagement

Patient engagement is, of course, an ongoing effort, and the pharmacies profiled here illustrate many good tools and models for the effort. The future of pharmacy care will rest with these and others that keep looking for the latest and best ways to stay connected with patients and be involved in their care. As Michael Levy puts it: “There really is a spot for pharmacy if we take a full role in healthcare. That role is going to involve spending time with the patient, understanding the full drug regimen, and making recommendations. The doctors of yesterday would get offended if I called about a drug interaction or change. Today doctors look at it as a team approach.”

While having performance measured may not be a comfortable experience for some pharmacies, Brian Beach looks to the positive in the trend, as exemplified by star ratings. “This helps you refocus the goals of your work toward the clinical,” says Beach. “You look at payment models and value, and the fact that we want to be seen as a provider. Star ratings are a wake-up as an industry. There is value in what we do, and we have to be more deliberate in interacting with patients.”

And as Jeff Kirchner sees it, the time pharmacists spend with patients today on disease state management and wellness initiatives will have a significant influence on the continued health of patients in the future. Kirchner anticipates that patients will soon recognize the pharmacist as not only a medication expert, but their personal health coach as well.

And Michelle Farrell has her eye on the future and where consistent patient engagement can take pharmacy. “We have to be ready to step up to the plate and have the software ready to be able to deliver services,” she says. “My goal is to have the pharmacy on an appointment-based model with patients coming in an anticipated manner so I can say okay, ‘John Smith is coming in. We should run an immunization check on his record so we know what vaccines he’s due for — or we can plan for a comprehensive drug review.’ Rather than taking four or five episodes to check or verify his medications, we can do it smoothly in one swoop and layer in the more clinical aspects of an appointment-based model.”

Making a connection with patients and taking an active role in their care has been part of the way community pharmacy does things from the start, of course. But if there’s one thing we can learn, it’s that the opportunity now is in formalizing these efforts, connecting them with performance measures, and using the right technology to build the new models that create a new center for a pharmacy’s business. CT

Will Lockwood is VP and a senior editor at ComputerTalk. He can be reached at will@computertalk.com.



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