LIFE STORIES 01 LONGER LIFE, GREATER LOVE A SUCCESS STORY 02 A SYMPATHETIC LISTENER RENEWS A PATIENT S HOPE 03 EVERYONE DESERVES A TAMMY

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2 01 LONGER LIFE, GREATER LOVE A SUCCESS STORY 02 A SYMPATHETIC LISTENER RENEWS A PATIENT S HOPE 03 EVERYONE DESERVES A TAMMY 04 CONNECTING AS A TEAM, CARING FOR PATIENTS 05 MEETING LIFE S CHALLENGES... TOGETHER 06 LIFESAVING INFORMATION IN THE PALM OF HER HAND 07 MAKING A FAMILY ONE DOSE AT A TIME 08 WISE COUNSEL, SMART SOLUTIONS, BETTER OUTCOMES 09 MAKING A HUMAN CONNECTION, FEELING EMPOWERED 10 THANKS TO HOME DELIVERY

3 LONGER LIFE, GREATER LOVE A SUCCESS STORY JANET MAYFIELD Janet Mayfield is a wife, a mother, a grandmother and a dog lover. She also has pulmonary arterial hypertension (PAH), an incurable, progressive disease of the blood vessels. Living with PAH is a daily challenge. Patients have difficulty breathing they re short of breath and easily fatigued. They re scared, they re unfamiliar with the medications and they re fighting for their lives. PAH patients need lifelong treatment and knowledgeable support. Janet gets exactly what she needs from her specialty pharmacy team. She s been stable for more L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

4 LONGER LIFE, GREATER LOVE A SUCCESS STORY continued than two years, and credits her pharmacists and nurses for the very air she breathes. For Janet, family is everything. She enjoys her kids and grandkids, watching them grow and sharing their lives. By any measure, Janet s a success story. The average life expectancy for a patient with PAH is five years. Janet has been living with PAH and enjoying her beloved family for more than 10 years. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

5 A SYMPATHETIC LISTENER RENEWS A PATIENT S HOPE RAINA COPENHAVER When Raina Copenhaver began the call, she thought it would be like many other counseling sessions she s had with patients as a specialist pharmacist in the diabetes Therapeutic Resource Center. This patient had been flagged in the system as being late to fill one of his diabetes medications, and he admitted to not taking it and to not taking several other medications as well. He also shared that he had some new prescriptions he had no intention of filling. Most patient calls last less than 10 minutes. Raina s gentle, caring questioning over half an hour allowed L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

6 A SYMPATHETIC LISTENER RENEWS A PATIENT S HOPE continued the patient to reveal that he was dealing with several difficult issues, including the death of his son and thoughts about suicide. As they were ending the call, he thanked her again and again. Raina s words had encouraged him. Now he understood how his medications would preserve his quality of life, and he promised her that he would take them as prescribed. Raina realized that sometimes the best help she can provide is to be a compassionate listener and a caring voice at the other end of the line. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

7 EVERYONE DESERVES A TAMMY. TAMMY WATKINS Every patient s call is different, but they re all important to Tammy Watkins, a member/physician advocate. She took a call from a woman who said she wanted to sign up for home delivery. This military veteran told Tammy she had suffered a brain injury and would need extra time on the phone to make sure she understood the details. So Tammy gave the member all the time she needed. In a letter she took the time to write later, the member said: Years ago I worked in a call center, so I know it is a very hard job. Brain-injured and senior populations L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

8 EVERYONE DESERVES A TAMMY. continued need a real person to explain some of the steps or do the steps for them. Tammy made sure I understood. As more and more soldiers come back home, and the senior population expands, it s critical that the Tammys of the world are acknowledged, modeled after and encouraged toward leadership roles. Everyone deserves a Tammy. Tammy and her colleagues are committed to helping every caller with compassion and patience. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

9 CONNECTING AS A TEAM, CARING FOR PATIENTS KEIA, CHRISSY, KEISHA Keia Jackson, Chrissy Mitchell and Keisha Robinson met in January 2014, ready to build a new oncology support team in St. Louis. Although they all had different clinical experiences and backgrounds, they bonded immediately. The newly formed team was welcomed by seasoned Therapeutic Resource Center (TRC) nurses who came from other cities to deliver the wisdom they d gained on the front line of patient care. TRC nurses educate patients over the phone and empower them to be in control of their disease management. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

10 CONNECTING AS A TEAM, CARING FOR PATIENTS continued Helping people diagnosed with cancer demands more than clinical knowledge of the disease; a deep understanding of its emotional impact is also required. The team and their trainers share a passion for oneto-one patient care. And although they re not all at the same site, they ve remained close. The group continues to provide support and encouragement to each other, even as they do the same for their patients. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

11 MEETING LIFE S CHALLENGES... TOGETHER ALBERTA MUMPH Alberta Mumph is a retired electronics worker and an avid quilter who has crafted a family of three children, seven grandchildren and four greatgrandchildren. She also has pulmonary arterial hypertension (PAH), an incurable chronic condition that constricts blood flow to her lungs. PAH causes fatigue and difficulty breathing, a heightened concern for Alberta since she previously had part of one lung removed due to cancer. But Alberta has a no-nonsense attitude and a great caregiver in her husband, Robert. Together, they L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

12 MEETING LIFE S CHALLENGES... TOGETHER continued learned about the treatments and medications that are essential to her survival. They re grateful for the compassionate care provided by her specialty nurse, Donna. The support she gets from her Accredo team empowers her as a patient and inspired her to meet them. Curious about the people she d been talking to for years, Alberta asked to visit the Accredo pharmacy in Memphis. When the Mumphs traveled from their home in Florida to visit family in Pennsylvania, they stopped along the way to meet the team. Now Alberta has faces to go with the names and voices of the people she trusts with her life. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

13 LIFESAVING INFORMATION IN THE PALM OF HER HAND MISTY POLK Misty Polk knows the Express Scripts mobile app by heart. It s a powerful tool that helps her keep track of all the medications her husband takes to manage coronary disease. Mike Polk s father passed away from hereditary heart issues at age 32. At that same age, Mike got a second chance when he received a pacemaker/defibrillator. Mike has landed in the emergency room more than once, and each time, the ER staff needed a list of his medications. Thanks to the mobile app, Misty had it right at hand. The app shows the names and exact L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

14 LIFESAVING INFORMATION IN THE PALM OF HER HAND continued dosage of each medication, making it easy to enter this essential information into a patient s record quickly and accurately. In emergencies, anxious family members often lack potentially lifesaving knowledge about their loved one s medications. The Polks are grateful they had the power of the app in the palms of their hands and they never leave home without it. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

15 MAKING A FAMILY ONE DOSE AT A TIME MEGHAN SCHRUMPH Meghan and Brian Schrumpf dreamed of becoming parents, but sadly lost pregnancy after pregnancy. Meghan was finally diagnosed with antiphospholipid antibody syndrome, a random antiimmune condition that occurs in 1% of women and, without proper treatment, causes the majority of their pregnancies to fail. As soon as Meghan had a positive pregnancy test, she began injecting herself twice-daily with a prescribed blood thinner that would allow her to carry to term. Express Scripts home delivery was new to her, and L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

16 MAKING A FAMILY ONE DOSE AT A TIME continued she was nervous about missing a dose and losing her baby. But she always received her medication and supplies on time, and was always offered the support she needed. Once, on vacation, the package containing her medication was stolen from the car. The pharmacy immediately overnighted some so she didn t miss a single injection. Coincidentally, Meghan began work as an Express Scripts account manager on her youngest child s birthday. Now, with three active children Alex, Abby and Hannah there s never a dull moment in the Schrumpf household. And that s just the way they like it. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

17 WISE COUNSEL, SMART SOLUTIONS, BETTER OUTCOMES KATHY TIEMEIER Behind the scenes, pharmacists play an important role in the care of injured workers. Kathy Tiemeier is one of these trusted advisors. As a senior clinical account executive in Workers Compensation, she helps to identify long-term users of opioids medications that are similar to morphine in the way they relieve pain. The effective use of these powerful drugs involves balancing pain relief with the risks of dependency, abuse and misuse. On a daily basis, Kathy reviews patient records to ensure medications are used L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

18 WISE COUNSEL, SMART SOLUTIONS, BETTER OUTCOMES continued properly. In one situation, she counseled a case examiner reviewing the file of a patient who had been injured more than six years earlier but still took opioids around the clock. Kathy suggested it would be helpful to know the patient s quality of life. Did the doctor have a plan in place to ever take the patient off opioids, or to make sure he only receives his opioid medications from a single doctor? Kathy prepared the examiner to have a possibly difficult discussion with the doctor about alternative therapies, such as antidepressants, which can treat pain but are nonaddictive. Kathy s deep expertise helps case managers reach appropriate solutions, and improves the lives of injured workers. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

19 MAKING A HUMAN CONNECTION, FEELING EMPOWERED THE GONZALEZ FAMILY Three young brothers Bernardo, Fernando and Xavier Gonzalez all have hemophilia type B, an incurable genetic blood disorder. Their mother, Joanna, grew up with two brothers who have hemophilia, and was well aware of the challenges. Hemophiliacs don t stop bleeding and they bleed mostly internally; the greatest fear is a hard blow to the head or torso. Patients need medication to clot and stop their bleeding. Despite their concerns, Joanna and their father, Abraham, want their kids to have a normal life. While L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

20 MAKING A HUMAN CONNECTION, FEELING EMPOWERED continued there s still no cure, the care and support for patients has come a long way. Decades ago, the average lifespan for a hemophiliac was 11 years. Now, with proper care, it can be the same as everyone else. The family has warm, close relationships with their patient care coordinators, infusion nurses and pharmacists. They ve grown to love these people who are dedicated to helping, educating and empowering them. With the medication, care and support provided by Accredo, boys can still be boys playing hard and living an active, happy life. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE

21 THANKS TO HOME DELIVERY KELLIE TRIVERS For Kellie Trivers, peace of mind is delivered to her door. She receives multiple medications through the mail each month and really likes not having to wait in line at a retail pharmacy. Even more critical is her sense of security. Some of Kellie s prescriptions must be taken at the same time every day, so having a supply on hand is critical. With home delivery, her medication is always there when she needs it and she never worries about missing a dose. Refills always arrive on time and prescription renewals are handled seamlessly. And Kellie knows, L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE TRUS T

22 THANKS TO HOME DELIVERY continued if needed, she can speak with a caring pharmacist from the comfort of her living room. Kellie has been happily using the Express Scripts Pharmacy SM for many years and appreciates the personal attention and the care the pharmacists take to understand her overall health. For Kellie, filling prescriptions through home delivery takes the worry off her shoulders and puts a smile on her face. L OVE H OPE UNDERSTAND CONNECT EMPOWER INFORM S UPPORT COUNSEL E M B RACE TRUS T

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