DSN INDUSTRY ISSUES SUMMIT
Outcome Improvement The first panel of DSN’s annual Industry Issues Summit highlighted how a laser focus on patients can drive improved outcomes By Sandy Levy
Drug Store News kicked off the first day of its three-day annual Industry Issues Summit with retailers sharing their strategies for focusing on patients to improve outcomes. Moderated by Dave Wendland of HRG, the virtual panel featured top executives from leading retailers sharing how they are using technology and other strategies to personalize care for patients. Leon Nevers, director of business development, procurement and supply chain at H-E-B, emphasized how the COVID-19 pandemic accelerated many of the practices being implemented today. “We went through this very high technology time, where everyone was working on efficiency and the best way to drive sales, profits and increase efficiency, and working together to bring what the customer wanted,” Nevers said.
Personalization Nevers shared that H-E-B took a step back and realized “what we need is a way
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to personalize and use technology in that regard. We’ve been going in that direction. Simplifying the communication has led to an increase in personalization. One of the things that has gone into that is meeting the customer where they want to be. We’ve always had a real heart for personalizing based on not only the community but what the customer truly wants, and you’ll see that all around the store.” Bill Shinton, vice president of health and wellness operations at Kroger, made a note to point out how patients getting to know their pharmacists can also impact personalized care. “Getting to know your pharmacist is incredibly important. Patients are more willing to talk to someone they trust,” he said. Over the last few years, Kroger has been evolving its approach with an emphasis on how it can be more patient centric, Shinton noted. “How do we leverage the services that our pharmacists and techs have been trained with? COVID-19 testing and vaccines have accelerated some of it,” he said.
“Our other big focus is leveraging the sheer amount of data we have to identify gaps and care for our patients, identifying when patients fall off adherence. We’re focused on how we take care of that patient. For us, personalization right now is really taking that person’s healthcare journey to their next step. Everyone is at a different spot in their healthcare journey. How do we get them from the step they are on to the next step is really our biggest focus.”
Collaboration and Education Stacy Burch, vice president of marketing and commercial excellence of diabetes care at BD, emphasized how ultimately the industry must come together and collaborate to help better serve patients. Burch said that BD has been committed to global sustainability and making sure patients are getting their supplies, particularly making sure underserved communities are getting insulin supplies, COVID19 testing, medical devices and education. “Education is teaching people to become
January 2022 DRUGSTORENEWS.COM
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