At the National Community Pharmacists Association 2024 Annual Convention and Expo, industry experts highlighted the critical need for pharmacies to transform their approach to clinical services delivery. Crystal Bryan, PharmD, and Tara Pfund, PharmD, from Cascadia Pharmacy Group emphasized that success requires more than just adding services – it demands a fundamental shift in how pharmacists view their professional role.
Redefining Pharmacy's Healthcare Role
"We're the pharmacists," stated Bryan, Chief Clinical Officer at Cascadia Pharmacy Group. "We have to change how we think about ourselves, and we have to know that the services we're providing are quality, billable services." This transformation extends beyond internal perspectives, requiring changes in how providers, payers, and patients perceive pharmacy services.
Implementing Successful Clinical Programs
The speakers presented a case study of Vashon Pharmacy in Washington, which successfully integrated comprehensive clinical services while maintaining a high-volume prescription business of over 500 prescriptions daily. Their innovative vaccine program demonstrates how clinical services can be efficiently implemented:
- Online appointment scheduling with integrated eligibility screening
- Remote intern pre-visit data entry and patient review
- Streamlined documentation and billing processes
- Enhanced patient encounters yielding $60-$100 profit compared to traditional $20 vaccine administration
Expanding Clinical Service Opportunities
Pharmacies can extend their clinical roles through various services:
- Vaccine assessment and administration
- Point-of-care testing for influenza, COVID-19, strep, and hepatitis C
- Health screenings for blood pressure, hemoglobin A1c, and lipids
- Treatment of minor ailments including yeast infections, burns, and shingles
- Medication management and optimization
Optimizing Workflow Integration
The presenters outlined a reimagined workflow that integrates clinical services into existing pharmacy operations. Key modifications include:
- Treating prescription drop-offs as clinical check-ins
- Incorporating chart reviews during data entry
- Expanding verification to include clinical intervention opportunities
- Adding dedicated intervention time for patient consultations
"People have to know where to come," Pfund emphasized. "They have to think of you differently, not just as a place to get a prescription really quickly."
Staff Engagement and Communication
Success requires engaging the entire pharmacy team from the outset. The speakers stressed the importance of:
- Including technicians, clerks, and students in program planning
- Maintaining clear communication about vision and progress
- Providing opportunities for staff feedback
- Emphasizing purpose, mastery, and autonomy in new roles
Future Vision for Community Pharmacy
Bryan articulated the ultimate goal: "What we want to work toward is instead of our patients coming to us for a short wait time, they come to us for care, as the point of access, and they trust us for advice." This vision represents a fundamental shift from transaction-based service to comprehensive healthcare delivery.
