PHARMACY: AUTOMATION, DATA AND TECHNOLOGY
The Evolution of Retail Pharmacy Demands Innovation New tools embrace data and automation to drive efficiencies and enhance patient service By Mark Hamstra
The pandemic has accelerated change in the retail pharmacy, including investments in innovation and the deeper involvement of the retail pharmacy in patient care. Nearly half of pharmacists (48%) and two-thirds of prescribers (66%) reported an increase in technology use over the past 18 months, according to a survey by Surescripts. The survey concluded, however, that “there still appears to be plenty of room for technology to improve everyday workflows and frustrating processes.” “In my 45 years in the pharmacy profession, the opportunities and challenges that have been presented to pharmacists in the last 22 months are unparalleled, with new COVID-related responsibilities and an evolving role on the patient’s care team,” said Ken Whittemore Jr., RPh, vice president of professional and regulatory affairs at Surescripts. “To keep up with these changes, pharmacists are accelerating their use of technology to address administrative burdens and interoperability barriers.” Opportunities still abound, however, he said, noting that pharmacists communicate about clinical matters with prescribers via their pharmacy software only 33% of the time, according to the Surescripts research, and most of the pharmacists surveyed (58%) find it somewhat or very difficult to access a patient’s out-of-pocket costs. “This means pharmacists are spending unnecessary time
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locating missing information, sending faxes and making phone calls,” Whittemore said. “In 2022, we’ll see greater adoption of technology that brings simpler, trusted intelligence sharing to pharmacies,” he said. “Electronic prescription change requests, direct secure messaging and real-time benefit tools, among others, will help remove friction and delays throughout the prescribing and patient care process. This will not only impact the way pharmacies do business, but it will make an even bigger difference for their patients.”
InStep Health Rob Blazek, RPh, senior vice president of networks and analytics at InStep Health, agreed that the pandemic increased the rate of change and adoption of new services in retail pharmacies. “It also accelerated the trend of pharmacy’s increased role in their customers’ health care,” he said. “Look at how quickly retail pharmacy was able to add COVID-19 testing and COVID-19 vaccinations to their suite of services.” Retailers are bringing an expanded array of healthcare services into their pharmacies at an unprecedented rate, Blazek said. “In 2022, you’ll see expanded offerings in primary care and telehealth as well as new offerings like sleep disorder and other
January 2022 DRUGSTORENEWS.COM
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