KEY LEARNING: CE sessions seek to enhance pharmacy business, patient care
ORLANDO, Fla. — They say the early bird catches the worm, and that was definitely the case as attendees of this year’s McKesson ideaShare conference arrived at some early morning continuing education courses last week that were geared toward enhancing the pharmacy as a business and improving patient outcomes.
Marsha Millonig, president and CEO of Catalyst Enterprises, taught one track titled “Effective Pharmacy Management — What Others Are Doing That Really Works!” and Justin Rash, a consultant pharmacist for Martin Health Services, taught another session about the benefits of providing medication therapy management to the long-term care community during Wednesday morning’s continuing education sessions.
Millonig outlined a number of case studies of what pharmacists in the Pacific Northwest are doing differently that’s helped transform their businesses positively. For example, to help market a community pharmacy by word of mouth, one might consider hiring high school students who are particularly active in extra-curricular activities and accommodating their schedules. This is what Bill Osborn, owner of Osborn Drugs in Miami, Okla., recommended. “What he finds is these are the key opinion leaders with their peers, and if he bends over backward, … not only are they great with customers, but all their family and friends become customers,” Millonig said. She also provided concrete examples for each of industry expert Bruce Kneeland’s “Nine Notions For Effective Pharmacy Management,” including best practices in corporate culture, employing technology, making the store about healthcare (not just pharmacy), creating a team spirit among employees, managing an exceptional pharmacy, experimenting, seeking expert advice, paying attention to curb appeal and doing that something “else” exceptionally well.
Rash, meanwhile, emphasized the benefits medication thereapy management (MTM) can represent to community pharmacy in his presentation “Providing MTM in Long Term Care.” “MTM is your opportunity to market yourselves to prospective and current customers,” he said. “MTM gets you in contact with the patient.”
Rash noted: “In long-term care, we are set up to do this, because we have a model in place.” Rash reviewed the Centers for Medicare and Medicaid standards for MTM and comprehensive medication reviews, explored the financials behind providing MTM as a service in the long-term setting and explored a SWOT analysis. Some of the opportunities outlined included the fact that there is a lack of competition in the market providing a clinical service in the LTC space, as well as the assertion that the healthcare system is moving to quality of care and team-based health management approaches.
Other CE session highlights from the conference included:
“Drug-Induced Nutrient Depletion: The Pharmacist’s Responsibility.” In this presentation John Preckshot, director of Wellness Works Nutrition, Professional Compounding Centers of America, discussed why it is clinically important for pharmacists to address the issue of nutrient depletion with patients and how it can provide a niche opportunity for pharmacists. Preckshot noted that a key to integrating the pharmacist and his staff with the customer base requiring information is education. Tips included: Develop of library of information, educate the staff (i.e., let an employee oversee your nutritional programs and incentivize the effort), educate your patients in the store via messaging and displays, and do presentations for local support groups.
“Legislative and Regulatory Update.” Mark Kinney, SVP of government relations for Independent Pharmacy Cooperative, provided an update on recent government policy decisions, including how new laws and regulations will impact the practice of pharmacy. Some specific topics covered including H.R. 3204 Drug Quality and Security Act of 2013, the role of Star ratings in the Medicare Part D program and state legislation on pharmacy audit reform and Maximum Allowable Cost pricing.
“Journey to the Center of the Store.” Dave Wendland, VP of Hamacher Resource Group, shared some tips and tactics to improve navigation and the front-of-store shopping experience. Some things to consider, according to Wendland, include the grand entrance, such as curb appeal to your pharmacy; first impressions that are made by open windows and using windows wisely; service levels, which can be seen by if your shelves being adequately stocked; such merchandising tactics as logic to category placement; and increasing transactions through pharmacists making nonprescription recommendations, for example.
“Helping Your Patients See the World – A Guide to Providing Travel Vaccines.” Pamela Smith Marquess, owner/pharmacist of East Marietta Drugs Health Mart Pharmacy, shared information on recommended travel vaccines, as well as the health problems commonly encountered specific regions. Smith Marquess said the benefits to pharmacists that provide travel health services are many — it expands relationships with patients, expands access to services, supports other patient-focused services, encourages collaboration with other healthcare providers and provides and additional revenue source.