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TRANSCRIPT
Technical Difficulties: Challenges and Strategies
to Address Pharmacy Technician Turnover
OSHP 77th Annual MeetingThursday, April 21, 2016
Tyler A. Vest, Pharm.D. Candidate 2016University of Cincinnati James L. Winkle College of Pharmacy
Katie Clark McKinney, Pharm.D., M.S., BCPSDirector, Pharmacy Services, University of Cincinnati Medical Center
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 2
Pharmacist Learning Objectives
• Review pharmacy technician turnover metrics at the University of Cincinnati Medical Center
• Recognize the impact and costs associated with pharmacy technician turnover
• Discuss ways to decrease pharmacy technician turnover
• Assess directions to increase pharmacy technician engagement
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 3
Technician Learning Objectives
• Identify how pharmacy technician turnover can affect the department of pharmacy
• Evaluate the importance of pharmacy technician engagement
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 4
Introduction To UC Health – University of Cincinnati Medical Center (UCMC)
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 5
Practice Advancement Initiative (PAI)
The consensus of the Pharmacy Practice Model Summit. Am J Health Syst Pharm. 2011;68(12):1148-52.
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 6
PAI (continued)
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 7
PAI (Continued)
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 8
Impact of Technician Turnover
• Replacing an employee is 1.5 times annual salary
• UCMC wants to decrease technician turnover
• Increased turnover results from• Low engagement
• Wage disparities
• Poor working conditions
• Conflict
• Poor communication
Mueller A. The Cost Of Hiring A New Employee. Investopedia, 2015. Available at: http://www.investopedia.com/financial-edge/0711/the-cost-of-hiring-a-new-
employee.aspx. Accessed August 13, 2015.
Waldman JD, Kelly F, Arora S, Smith HL. The shocking cost of turnover in health care. Health Care Manage Rev. 2004;29(1):2-7.
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 9
Impact of Technician Turnover (Continued)
• Pharmacy technician turnover results in• Decreased morale
• Loss of productivity
• Less training for positions
• Overtime
• Open FTEs
• Engagement of technicians is crucial for practice advancement
Desselle SP. Job turnover intentions among Certified Pharmacy Technicians. J Am Pharm Assoc (2003). 2005;45(6):676-83.
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 10
UCMC Case Study
• Purpose• Assess estimated costs of replacing pharmacy
technicians
• Goals/Objectives• Estimate the cost of pharmacy technician turnover at
UCMC
• Evaluate relationship between overtime and open positions
• Identify opportunities to increase engagement
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 11
Methods
• Retrospective analysis of FY15
• Data points• Pharmacy technician/intern overtime hours by week
• Pharmacy technician/intern open FTEs by week
• Assumptions made• Average rate of pay for pharmacy technicians
• Costs associated with hiring, training, and replacing
• Center for Law and Social Policy and Center for Economic and Policy Research (CLASP-CEPR) Turnover Calculator
• Actual overtime spend is in dollars
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 12
UCMC Technician Overtime (FY15)
Characteristic Hours Amount
Weekly Inpatient Pharmacy
Technician Overtime (Average)77 $1,363
Weekly Outpatient Pharmacy
Technician Overtime (Average)4 $71
Total Inpatient Pharmacy
Technician Overtime 3,904 $69,101
Total Outpatient Pharmacy
Technician Overtime219 $3,876
Inpatient and Outpatient Total
Pharmacy Technician Overtime4,123 $72,977
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 13
UCMC Technician Open FTEs (FY15)
Characteristic FTEs
Weekly Inpatient Pharmacy Technician 5.23
Weekly Outpatient Pharmacy Technician 2.75
Total Pharmacy Technician 7.98
Weekly Inpatient Pharmacy Intern 2.21
Weekly Outpatient Pharmacy Intern 0.27
Total Pharmacy Intern 2.48
Total Inpatient 7.44
Total Outpatient 3.02
Inpatient and Outpatient Total Open FTEs 10.46
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 14
Overtime Expense VS. Open FTEs (FY15)
0
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0
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0 10 20 30 40 50
Op
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FY15 Week
Overtime Expenses Open FTEs
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 15
Observations Noted
• Technician positions are• Difficult to fill
• Difficult to retain
• Open FTEs through the entirety of FY15
• Open positions result in overtime expense
• Costs associated with recruitment, replacement, and training were included
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 16
Methodology: Turnover Calculator
Rosnick D. CLASP-CEPR Turnover Calculator. Available at: http://cepr.net/calculators/turnover_calc.html. Accessed August 13, 2015.
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 17
Methodology: Turnover Calculator (Continued)
Rosnick D. CLASP-CEPR Turnover Calculator. Available at: http://cepr.net/calculators/turnover_calc.html. Accessed August 13, 2015.
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 18
Methodology: Turnover Calculator (Continued)
Rosnick D. CLASP-CEPR Turnover Calculator. Available at: http://cepr.net/calculators/turnover_calc.html. Accessed August 13, 2015.
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 19
UCMC Turnover Costs
Characteristic Amount
CLASP-CEPR Turnover Cost Estimate Per
1.0 Technician FTE$18,006
Pharmacy Technician Annual Salary $36,816
Estimated Cost To Replace 1.0 FTE of
Pharmacy Technician$54,822
Total Average Open FTE 10.46
Total Turnover Cost, FY15 $573,437
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 20
UCMC Technician Turnover (FY16)
FY16(July 1 – February 22)
Open FTEs,
Average
Technician
Vacancy Rate
FTEs Turned Over
(Associate Count)
Inpatient/Infusion
Pharmacy3.0 22.3% 8.04 (12)
Outpatient/
Ambulatory Clinic
Pharmacies
4.2 23% 0 (0)*
*Attrition, FY15
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 21
UCMC’s Retention Challenges
• Natural turnover due to student associates• Academic Medical Center
• Our Mission Is To:• Provide life changing, patient centered medical care
• Drive innovation through groundbreaking research
• Educate and inspire the next generation of healthcare professionals
• Other healthcare careers
• Environmental influences• Complex system
• Challenging to navigate
• Fast-paced
• Communication
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 22
Human Resources (HR) Recruitment Strategies
• External recruitment• Purposeful to get the right “fit”
• Relationship development• Local colleges
• Technician training programs
• Conversed regarding technician qualifications upon hire• One year from date of hire to receive technician
certification
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 23
Pharmacy Recruitment Strategies
• Identified contacts for technician training programs• Program coordinator and placement specialist
• Extended opportunity to post to online job boards
• Receive candidate referrals from network
• Invited to participate in Advisory Boards
• Considering affiliation agreements as experiential sites
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 24
UCMC PAI Dashboard
Goal 1 Goal 2 Goal 3 Goal 4 Goal 5
Pharmacist roles,
practices, and
activities will improve
medication use and
optimize medication
related outcomes.
Pharmacy technicians
will prepare and
distribute
medications and
perform other
functions that do not
require a
pharmacist's
professional
judgment.
Pharmacists and
pharmacy technicians
will have appropriate
training and
credentials for the
activities performed
within their scope of
practice.
Pharmacy
departments utilize
available automation
and technology to
improve patient
safety and improve
efficiency.
Pharmacists will
demonstrate
leadership in
exercising their
responsibility for
medication use
systems and will be
accountable for
medication related
patient outcomes.
2016 UCMC 80% 67% 62% 52% 77%
2015 UCMC 72% 55% 60% 55% 67%
2014 UCMC 71% 58% 60% 66% 77%
2013 UCMC 74% 51% 59% 59% 67%
2012 UCMC 72% 56% 55% 44% 67%
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 25
Pharmacy Technician Engagement: Current Associates
• Professional development• Meeting and travel support
• Career ladder (I, II, III)
• Organizational culture• Identify meaningful roles
• Coordinator opportunities
• Retain talent within the health-system
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 26
Novel Roles For Pharmacy Technicians
• Expanding the role of the Pharmacy Technician• Practice Advancement Initiative (PAI)
• Creation of novel roles• Support development of pharmacy services
• Extending pharmacist’s practice (PAI)
• Expansion to technician-led initiatives
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 27
UCMC Technician Training Program
• 1.0 FTE requested for FY17
• Create and implement ASHP-accredited technician training program
• Based at UCMC
• Estimate 33% rate of hire following program completion
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 28
Future Directions
• Opportunity for an ASHP-accredited technician training school
• Assess the time to fill vacancies
• Evaluate strategies for pharmacy technician engagement
• Measuring future success:• Turnover
• Retention
• Morale
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 29
Conclusions
• Technician overtime relates to staffing vacancies
• Pharmacy technician turnover expenses exceed projected salary adjustments
• Adjustments in technician wages must be considered to contend with attrition
• PAI offers unique opportunities for technician career development
Thursday, April 21, 2016 | Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 30
References
• The consensus of the Pharmacy Practice Model Summit. Am J Health Syst Pharm. 2011;68(12):1148-52.
• Mueller A. The Cost Of Hiring A New Employee. Investopedia, 2015. Available at: http://www.investopedia.com/financial-edge/0711/the-cost-of-hiring-a-new-employee.aspx. Accessed August 13, 2015.
• Waldman JD, Kelly F, Arora S, Smith HL. The shocking cost of turnover in health care. Health Care Manage Rev. 2004;29(1):2-7.
• Desselle SP. Job turnover intentions among Certified Pharmacy Technicians. J Am Pharm Assoc (2003). 2005;45(6):676-83.
• Rosnick D. CLASP-CEPR Turnover Calculator. Available at: http://cepr.net/calculators/turnover_calc.html. Accessed August 13, 2015.
Technical Difficulties: Challenges and Strategies
to Address Pharmacy Technician Turnover
OSHP 77th Annual MeetingThursday, April 21, 2016
Tyler A. Vest, Pharm.D. Candidate 2016University of Cincinnati James L. Winkle College of Pharmacy
Katie Clark McKinney, Pharm.D., M.S., BCPSDirector, Pharmacy Services, University of Cincinnati Medical Center