Yes You Can! How Community Pharmacies Have Profitably Implemented Enhanced Care Services Bruce Kneeland June 30, 2018 Introduction The Road Trip Guy 1
Disclosure Bruce Kneeland is the Community Pharmacy Specialist with Kneeland Services. The conflict of interest was resolved by peer review of the slide content. Learning Objectives 1. Discuss services that community pharmacies are providing to enhance their care 2. Discuss payment models for enhanced care at the retail pharmacy level 3. Describe marketing efforts that are being effectively used to attract patients to enhanced services. 2
What Are Enhanced Care Services? Enhanced Delivery Adherence Program Medication Synchronization Immunizations MTM Nutrition & Weight Loss Point of Care Testing Medicare Plan Selection Enhanced Delivery Trained delivery personnel Scheduled (not Domino s) 4 zones/6 drivers/5 cars 100 deliveries per day 250 400 prescriptions Many Med Sync d Many adherence packaged Microsoft Streets to organize Mobile signature capture Market it to allied professionals Pittsburg, PA 3
Enhanced Delivery Delivery With Attitude Enhanced Delivery Things To Ponder.. Dress Code Mobile Tablet Routing Service Delivery Area Add on Sales Gather Info Signed delivery car Scheduled or On Demand Enrolled in Program Free or Modest Charge Hometown Pharmacy, Fitchburg, WI 4
Success Tip One of Most Powerful Words In Advertising Be Careful You can always give it away, but at least set a value on it so they know what they are getting Adherence Programs Refill Reminders Phone calls Text Messages Increased sales Return trips Less Return to Stock Not just sales CRM 5
Adherence Programs Kodiak Drug, Joliet, IL Compliance Packaging Free or Fee? A variety of options Your choice None, One or More Adherence Programs Social Determinants Barriers to Better Health Social Emotional Mental Economic Physical 6
Adherence Programs Companies with Grants to: Provide free iphones Do in home visits Provide transportation Schedule appointments Provide meals Adherence Programs What About Flavoring Fee or Free? Kids Pets Full course of therapy Push away and spill Spit out America s Pharmacist Article Good Taste, June 2017 Whaley s Pharmacy, Jefferson City, MO 7
Marketing The process of identifying what customers want or need and then getting them to know about, have an interest in and purchase it while generating a profit. Marketing MTM MedSync Adherence Packaging Strep Test Flu Test Pharmacogenetic Test Saliva Test Drug Nutrient Depletion Words and services need to be explained!! 8
Marketing Hair Saloon vs. Community Pharmacy Customer Relationship Management Customer Service Hair Saloon F.O.R.D Family Occupation Recreation Dreams Marketing 9
Success Tip Goals of Advertising 1. Stop losing customers 2. Buy one more thing 3. Come back one more time 4. Generate Word of Mouth 5. Gain a new customer Medication Synchronization Get Started Paper works Share with Prescribers Market Selectively Goal: Get to 100 Then go for more Towncrest Pharmacy, Iowa City, IA 10
Medication Synchronization William Shelver, PharmD Started Auto fill return to stock Paper based MedSync 100 PMS based system 300 Upgraded Technology 731 Simplifies workflow after 100 patients Improves adherence Cuts costs on deliveries Palace Drug, Canyon City, CO Medication Synchronization Point of Purchase Signage Brochure Flyer Demonstration/Sample Targeted Approach Remember Family Caregivers 11
Success Tip Source: AARP Don t Overlook Family Caregivers 40 Million people 65% Female Spend average $6,954 25% for Medical 14% for personal care items All cash Facilitate An Immunization Program Collaborative Practice Agreement Well Promoted The Right set up Year Round Multiple Vaccines In Store and/or at Work Sites On Demand and/or By Appointment Interact with IIS Registry 12
Success Tip Technician Takes Charge Woodstock Pharmacy, Woodstock, GA Promotional tools Identifies and invites patients Schedules appointment Fills out forms in store Coordinates Work Site program Facilitate An Immunization Program Have a place Connect with IIS Registry Expand Offering Yellow Fever State Health Dept. Valu Med Pharmacy, Midwest City, OK 13
Medication Therapy Management Improves refills Provides positive reason to contact prescribers Generates Word of Mouth Boosts STAR ratings B & B Pharmacy, Spring Hill, TN Medication Therapy Management 46% 1 Pharmacy 35% 2 Pharmacies 20% 3 or more 55% Have scripts filled elsewhere Source: Boehringer Ingelheim 2016 Pharmacy Satisfaction Report; 32,669 people 14
Medication Therapy Management STAR Ratings Brown Bags Days Start With Paper Backbone of Med Sync Professional Relations Fax: Yes or No Towncrest Pharmacy, Iowa City, IA Medication Therapy Management Medication Related Adverse Events 100,000 deaths per year 4 th leading cause of death Millions suffer other negative effects 15
Success Tip You can get ideas here. Trade shows Pharmacy journals Internet Visit other pharmacies Pay Out Of Pocket What Other Healthcare Services Do You See People Paying For Out Of Pocket? 16
Pay Out Of Pocket 91 cents worth of coins can sell for $20 $75 If packaged and presented right Pay Out of Pocket Pharmacogenetic Testing Trox Pharmacy, Jacksonville, FL Cash Only $399 Problems with insurance Privacy Lower Minimize side effects Select more appropriate med Adjust dosage 4 Types of metabolizers Consult before and after 17
Nutritional & Weight Loss Passionate Personal Recommendation Large Assortment Attractively Displayed Well Signed Technology Support POS/PMS Alerts Advance Promotion Birdsboro Pharmacy, Birdsboro, PA Nutrition and Weight Loss 18
Nutrition & Weight Loss Physical Location Diet Counseling Technological Support Monitoring & Encouragement Nutritional Foods and Supplements Monthly fee for service Redline Pharmacy, Hastings, NE Nutritional & Weight Loss Ron s Apothecary, Juneau, AK Drug Nutrient Depletion Better Health Better Profits Clinical Documentation Letters Point of Purchase Informational Approach Time to think Line Not At Chains Natural Products Expo 19
Nutritional & Weight Loss Dripping Springs Pharmacy Dripping Springs, TX Formal Program Measure labs Custom for each patient $120 enrollment fee Bio Impedance Body Composition Shakes and supplements Cash payment Success Tip Think Outside The Box What else could you do that others post signs and say they won t do? 20
Point of Care Testing Must Be Marketed Patients Schools Daycare Centers Employers Prescribers Magnolia Pharmacy, Magnolia, TX Point of Care Testing Pay out of pocket Comparable to Doctor s office co pay No appointment Collaborative agreement Fill prescription Medicap, Austin, MN 21
Success Tip Have or Hire Bedside Manner Aubrey Pharmacy, Aubrey, TX Medicare Part D Plan Selection 41 Million People On a Part D plan 60% Part D; 40% Advantage Average cost: Part D plan is $39.21 per month Avg. enroll has choice of 26 PDP or 16 Advantage Plans Source Kaiser Foundation, Sept. 16, 2016 22
Medicare Part D Plan Selection Medicine Park Pharmacy, Sanford, NC Staff Member Assigned 10 20 Minutes Win Win Win Patient Gets Good Plan Pharmacy Avoids Losing Patient Pick up scripts at other pharmacy Patients recommend pharmacy Open Enrollment System calls eligible patients Documentation & Network Affiliation Care Plan Gap Analysis Collaboration Billing Follow Up Counseling To Do List Drug Nutrient Depletion 23
Documentation & Network Affiliation Medicine Man Pharmacy, Sanford, NC Member Community Care of North Carolina Captures info in software Creates Care Plan Performs MTM In store Over the phone Hospital Transition of Care Bills Medicaid Electronic Health Records Documentation & Network Affiliation Think Outside Your Pharmacy AIDS Alliance Mental Health Chamber of Commerce Senior Residence Facility Girls Scout Cookies Drive Martin Tipton Pharmacy, Amarillo, TX 24
In Closing.. If you d like: Copy Flavoring Article List of CPESN Utah Enhanced Services Link to Customer Satisfaction Survey BFKneeland@gmail.com 25