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Managing the patient centered pharmacy

PHCL 472Nouf M. Aloudah

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Managing the patient centered pharmacy

You are interested to provide patient care

Few are doing so! Many resources on hand…. Change has

been slow and difficult

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Managing the patient centered pharmacy

Pharmacist and system both need to change

You worked a lot but what about the environment that support patient care?!

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Managing the patient centered pharmacy

We will try in the coming lectures to teach you how to change the system within pharmacies so a patient focused practice can emerge

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Managing the patient centered pharmacy

From distribution to patient care Was to procure, store, prepare, provide drug

products 1950s, drug manufacturing industry taken over and

pharmacist were left to focus on providing drugs to patients!

No patient interaction; behind counters preparing drugs for them!

We were fine untill 1980s marketers interested in buynig pills as cheap as possible

@ the same time it been show that improper medication use is expensive! And no one is responsible for that

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Managing the patient centered pharmacy

1990s new practice approach we get paid to ensure drugs bring positive results

“Pharmaceutical care” Transition was successful for thousands

but thousands or more continue to battle with larger than ever prescription, declining reimbursement level, staff shortage!

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Managing the patient centered pharmacy

Four key questions!

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Managing the patient centered pharmacy

Do we need to know these information we are still student!!!!

As the demand expands the need for energetic, knowledgeable new practitioners willing to accept the challenges of change is a must

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Managing the patient centered pharmacy

Planning for patient care1. Where are you now?2. Where do you want to be?3. How will you reach your destination?4. How will you know when you have

arrived?

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Managing the patient centered pharmacyPlanning for patient care

Where are you now?› Present level of services you provide› Internal and external factors that affect

your efforts or that have the potential to affect them

› SWAT analysis› Inputs from anyone by surveys, personnel

interviews….ect

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Managing the patient centered pharmacyPlanning for patient care

Completing your practice assessment

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Pharmacy services

Conducting a though inventory of the types and quality of services currently provided by your pharmacy

You can determine the foundation on which to build future services

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Pharmacy services

Are they patient or product focused? Are they provided reliably and consistently? How they are perceived by people who

receive or purchase them?

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Pharmacy services

Effective, high quality services add or expand your services

Substandard in quality or provided inconsistently to patients improve what you have rather than developing new services

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Pharmacy operations

Lack of time! Reengineer their workflow and staffing

methods to free pharmacists’ time for patient interactions

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Pharmacy operations1. How effective your pharmacy uses

technicians to perform tasks that do not require pharmacist’s education and training

2. To what extent your pharmacy intergrate automation and technology?

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Pharmacy operations3. Is your pharmacy’s physical environment

conductive to interaction effectively with patients?

4. Assess pharmacy financial resources, data management system, business plans, and policies and procedures to determine how well they support new patient services

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Human resources

Often you are limited by the availability of motivated, competent pharmacists and technicians who accept the challenges of providing patient care services

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Managing the patient centered pharmacyPlanning for patient care

Internal capacity factors: strengths and weaknesses› Human resources

Evaluate your current human resources Asses the staff competence, communication

skills, motivation, professionalism How pharmacist and technician will work

together as a team Examine the effectiveness of your retention

and recruitment efforts

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Managing the patient centered pharmacyPlanning for patient care

external demand factors: opportunities and threats› Patient characteristics

Possible to generate demand for a totally new service

More efficient to first determine current needs of existing customers and build from there

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Managing the patient centered pharmacyPlanning for patient care

external demand factors: opportunities and threats› Patient characteristics

Evaluate your prescriptions to estimate the no of patients with various medical conditions; whether their prescribed therapy is consistent with guidelines?

Drug therapy problems? Questions patient tend to ask? age, gender, socioeconomic groups typically seek advice from pharmacist? Health believes, concerns, wants?

All will reduce your risk of developing unnecessary or nor desired services

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Managing the patient centered pharmacyPlanning for patient care

external demand factors: opportunities and threats› Prescriber and provider relations

Closely examine your relationship with these professionals

Reimbursed if physician certify the medical necessity of your services

Greater benefits for patients with similar drug therapy needs and problems by coordinating care with other providers

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Managing the patient centered pharmacyPlanning for patient care

external demand factors: opportunities and threats› Payer environment

How you will sustain the new service venture financially and generate a revenue stream?

Your patients are no one prospect for revenue i.e. if they perceive it to be value!

Even in hospital environments with capitated payment structures

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Managing the patient centered pharmacyPlanning for patient care

external demand factors: opportunities and threats› Payer environment

Reimbursement climate has been changed! People who are at risk of excess health care

expenditures are beginning to pay pharmacists for a variety of services

Pharmaceutical manufacturer, who support disease screening and management programs offers potential source of revenue

State and national practice associations sometimes pay

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Managing the patient centered pharmacyPlanning for patient care

Where do we want to be? Most pharmacist agree that the pharmacy

profession’s purpose in society includes caring for the medication related needs of patients

Pharmacy and medical literature contains many examples of pharmacist providing exemplary patient care…..

So why people hesitate to recognize pharmacists’ tremendous potential for enhancing patient care?

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Managing the patient centered pharmacyPlanning for patient care

Where do we want to be? We should focus on ensuring that pharmacists’

compassion, genuine concern for patients’ well being, and desire to help people achieve better health is consistently embraced and communicated within individual practice

Pharmacist staff should change their attitude and behaviors and begin to embrace a new patient care paradigm, patients notice the services they provide and start asking for them?

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Managing the patient centered pharmacyPlanning for patient care

Creating a mission and a vision for patient care

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Managing the patient centered pharmacyPlanning for patient care

Creating a mission and a vision for patient care› Step 1: identify patient service goals› Words that describe what you want the

practice to become!› be careful not to begin with too many› State them in a way you measure the results› Identify your pharmacists and technician goal› Ex developing a smoking cessation program,

receive 4 referrals a month from local physician

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Managing the patient centered pharmacyPlanning for patient care

Creating a mission and a vision for patient care› Step 2: envision a patient care practice› A vision can be described as what you

eventually want to create or achieve› Describe the practice environment,

operational elements, and professional culture that will help you achieve each goal

› Remember your vision should reflect your goals

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Managing the patient centered pharmacyPlanning for patient care

Creating a mission and a vision for patient care› Step 3: write a patient service mission

statement › A mission is the driving force behind the

actions necessary to achieve the vision› It will answers “what business are you in?› Truly reflects a patient care philosophy› Get input from each staff member who will

carry out the mission

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Managing the patient centered pharmacyPlanning for patient care

Creating a mission and a vision for patient care› Step 3: write a patient service mission

statement › Not only give direction and purpose tp your

professional practice, but it will also communicate what customers and stakeholders can expect from you

› Include several elements of the following: Intended customers, core value, service and products, goals and philosophies, desired public image

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Managing the patient centered pharmacyPlanning for patient care

Creating a mission and a vision for patient care› Step 4: communicate your mission to

stakeholders› Not self promotion, rather it makes you

accountable and tells current and prospective stakeholders what they can expect from you

› Ensure everyone in your organization is able to verbally describe the mission

› Remember you goal is to make patients notice you are improving your practice!

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Managing the patient centered pharmacyPlanning for patient care

Creating a mission and a vision for patient care› Step 5: use your mission to make decisions› Most important step!› Keep it alive and use it to guide your

practice management decision› Frame of references

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Managing the patient centered pharmacyPlanning for patient care

Defining your patient service Answer the question ideally not

actually Answers will give you comprehensive

description

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Managing the patient centered pharmacyPlanning for patient care

How you will reach your destination? You will formulate your implement

strategies to complete the tasks you identified in the service development exercise

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Managing the patient centered pharmacyPlanning for patient care

How you will reach your destination? Developing a work plan

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Managing the patient centered pharmacyPlanning for patient care

How you will reach your destination? Cost Responsibility Get feedback

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Managing the patient centered pharmacyPlanning for patient care

How will you know when you have arrived?

Measurable goals Goals for patient outcome fall into any

of three areas› Economics› Clinical elements› humanistic

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Managing the patient centered pharmacyPlanning for patient care

Next?!