workflow best practices - about ncpa · conflict of interest was resolved by peer review of the...
TRANSCRIPT
AshleyBranham,PharmD,BCACP
Bri Morris,PharmD
WorkflowBestPractices
• AshleyBranhamisreceivinganhonorariumforthisprogram.Theconflictofinterestwasresolvedbypeerreviewoftheslidecontent.• Bri Morrisdeclaresnoconflictofinterestorfinancialinterestinanyproductorservicementionedinthisprogram,includinggrants,employment,gifts,stockholdings,andhonoraria.
Disclosures
1. DiscusshowanABMprogramcanpositivelyaffectpharmacyoperations.
2. Outlinestaffing/workflowconsiderationsneededforenhancedservicedelivery.
3. Createjobdescriptionsforkeyrolesofpharmacyteaminare-engineeredpractice.
LearningObjectives
WhatistheABM?Appointment-BasedModel(ABM):Coordinatingallofapatient’sprescriptionmedicationstobepickeduponthesamedateeachmonth,coupledwithcarecoordinationfromthepharmacy.
BestThingSinceSlicedBread• Coordinatedrefillprogram• Completestriadofcare• Businessdifferentiator• Win-win-winmodel• Improvedpatientoutcomes• Prescribersatisfaction• Increasedbusinessefficienciesandmargins
Improved:
•Communication
•Patientadherence
•Qualityofcare
•Healthoutcomes
•Workflow/efficiencies
•Inventorymanagement
•Businessmargins
PhysicianPharmacist
Patient
ABMImpactonWorkflow• Reactiveà proactive• Optimizesdispensingprocess• “Thewaywedobusinesshere”
• Scriptsà patients• Areweoptimizingtherapy?• How’sthepatient’sadherence?
• Facilitatesthepatientappointment• Opportunityforrevenueeachmonth• Additionaltimeformeaningfulpatientinteraction
Hello,Goodbye• Whatyoucanexpect:• Streamlinedworkflow• Predictableworkload• Decreaseddeliveryruns• Betterinventorycontrol• Healthierbottomline• Moretimeforenhancedservices
• Whatyouwon’tmiss:• “ManicMondays”• Frequentflyers• Waitingforpatientstoremembertocallinarefill• Last-minutecall-insonFridayafternoonsorbeforeholidays• Takingcareofpatientswhorunoutofpills
Synchronization:HowItWorksAction Example1. Determine andlistthechronicmonthlyprescriptionsthepatientwillbetaking.
Lisinopril20mgdaily (due4th)Synthroid 137mcgdaily(due16th)Metformin 500mgBID(due22nd)
2.Themedicationwiththehighestcopayshouldbecometheanchorprescription.
Synthroid 137mcg(due16th)
3. Calculatethequantityneededforeachmedicationtosynchronizeitwiththeanchorprescription.
Lisinopril 20mg(12tablets)Metformin 500mg(50tablets)
Synchronization:HowItWorks4. Contactthepatient’sprescriber,explainyourABMprogram,and
requesttwoprescriptionsforeach“synchronized”medication:• Oneforthequantityrequiredforsynchronization• Asecondforthenormalmonthlyquantity
5. Short/longfilltheappropriateprescription(s)tosynchronizewiththeanchorprescription.Documentonthehardcopytheone-timeshortfillwasfortheadherenceprogram.
ProgramMechanics• 7DaysPriortotheAppointment• Callpatienttoreviewmedications• Assessadherence
• Haveyoubeentothedoctorinthelastmonth?
• Haveyoubeeninthehospitalinthelastmonth?
• Areyoutakinganynewprescriptionorover-the-countermedications?
• Arethereanyotherchangesweneedtobeawareofatthistime?
• 3-7DaysPriortotheAppointment• Initiaterefillrequests,PAs;contactprescribersasneeded• Updatethepatientprofileinthepharmacymanagementsystem• Pharmacistreviewsordersandresolvesanydrugtherapyproblemsidentifiedbytheprogrammanager
FinalFillProcedures• 1-2DaysPrior• Reviewinventory/orderproducts• Dispenseproduct(s)• Callandremindpatienttopickupprescriptions
AppointmentDate• Patientpicksupmedications• Pharmacistaddressesanyclinicalissues• Areweoptimizingpatienttherapy?• How’sthepatient’sadherence?
ABMismorethansyncingmedicationstothesameday.Thekeyisleveragingthepatientappointmentforenhancedservicedelivery.
TipsfromtheExperts• Designateatechniciantorunthedailyoperations• Bestuseofstafftime• Somethingforthemto“own”• Vestedinterestinsuccess
• Leverageyoursoftware• Identifynon-adherentpatients• Grouppatientsby‘sync’date• Reportstohelpwithpatientcalls• Robustsyncprograms
MedSyncPearls• SubmissionclarificationcodesforMedicareDPatients• Allowforproratedcopaysfor<30supply• 47—useonfirstattempt(shortfill)• 48—useonsubsequentusual fill(ifyougetaRefillToSoonrejectforbeing<30days)
• Figureoutyouranchor• Highestcopaymed• Deliveryarea• Diseasestateà drivetoenhancedservices• Payschedule
FreeTools/Resources• SimplifyMyMeds• Operationsmanual,patientforms• Marketingkit• FreetoNCPAmembers(www.ncpanet.org/smm)
• ImplementingMedSyncvideoseries• <25minutes• Stepbysteptraining• Greatforpharmacystaff• www.youtube.com/NCPAvids
Technician(s)• RealMVPsofthepharmacy• Generalunderstandingofmedications• Roleanevolvepastdispensing• SMMprogrammanager• Scheduler• Technologyguru—packagingmachine,PMSexpert,clinicaldashboards
StudentPharmacists• BothpaidpharmacyinternsandAPPEstudents• Pharmacist“extenders”• Allowpharmacisttofocusonothertasks,serveadditionalpatients• Trainedtodocument;useexpertise!• MTM/CMRs,immunizations,documentationofdoctorchanges,biometricscreeningsforself-ensuredcompanies
ImmunizationWorkflow
PatientRequestsVaccine
• Technician/Internhelpswithhealthbackgroundquestionnaire.• Technician/InternretrievesandprintsoutinformationfromtheImmunizationRegistry.
PatientCompletes
Questionnaire
• Technician/InternchecksforcompletenessandgivespatienttheVaccineInformationStatement.• Technician/Internprocessvaccine.Pharmacistverifies.
PatientReceivesVaccine
• Pharmacistgivesvaccine.Technician/InternprepareyellowImmunizationRecordandMDletterforpatient
• PharmacistverifiesImmunizations.Recordandinitials.• Technician/InternfaxesrecordtoMDandfilespaperswork
MTM,CMRorAppointmentBe
foreApp
ointmen
t Technician/Internsetsandconfirmsappointment,preparesmedicationlist,checksadherence,andretrievesimmunizationrecords. Du
ringAp
pointm
ent Technician/Internconfirmsallinformationwithpatient,Interncanperformserviceswithpharmacistsupervision, andwritedocumentingnotes. Af
terA
ppointmen
t Pharmacistreviewsnotesandbillsforservices.Technician/Internfollowupwithpatientandproviderasneeded.
DifferentApproachtoPaymentandDelivery
PopulationHealthManagement
FeeforService
FailingForward:OurGuidetoPrepareCommunityPharmacyforDeliveringValuevRethinkWorkflowOperations
vPopulationManagementStrategies
vShiftingthePatient’sExpectationofthePharmacyExperience
ValueStreamforObservedPharmacyPharmacyD
Pharmacist
Adheren
ceTech
Adheren
cePackagingTech
BackTech
DeliveryDriver
ClinicalPharmacist
Cashier
FrontTech
Clinical
Pharmacist
Assistant
CallPatientandgoovermedlist
Arethereanyadheranceissues?
DiscussDTPwithPatient
MarkallrefillsinPioneer
Putanynotesinthe
comments
Updatefillandnextsync
dates
AdherencePackaging?
Filloutform Makepatientbasket
Printpackagingsummarysheet
Deliverbaskettoadherencepack
room
PrintLabels Deliverbaskettobacktech
Lookoverallrequestedrefills
AnyIssueswithrefills?
CallProvider’sOffice
Aretherenewmeds? Arethescripts
inthesystem?
CallProvider’sOffice
Graballmedicationsto
befilledDoanyneedtobecut?
Cutmedicationsindividually
Countmedications
Putmedicationsintrays
Closetrayandpackage Checkpackage AnyIssues?
Fixwithrazorandreclose
Foldandputinbox
IsitforMtPleasant?
DelivertoPharmacist
Setoutfordeliverydriver
Logallmedicationsfilled
Confirmpackageiscorrect
Foldandsealinbox
Aretheremedsoutside
box?
Returntoadherencetech
Isitfordelivery?
Givetocashierforpickup
Setoutfordeliverydriver
medicationsinmachine?
Scanfilledandlabeledbottles
Findmedications Fillandattachlabels
Usecountertoconfirmcountanddocument
Deliverbaskettopharmacistto
confirm
Confirmcorrect Areallmedsthere?
Returntoadherencetech
Isitfordelivery?
Givetocashierforpickup
SetoutfordeliverydriverScan Yes
Yes
No
No
Yes
No
Yes
Pullmedicationsuponcomputer
No
Yes
No
NoNo
Yes
No
Yes
Yes
No
Yes
No
GetPharmacist
Yes
No
Yes
No No
Yes
Needtodiscusswithprovider?
CallProvider’sOffice
Yes
NoLogDTPinSystem
Pickupfordelivery
Ispatientthere?
Returntostore
Askthemquestionsabouttheirmedication
Arethereissues? CallPharmacist
Goovermedicationswith
patient
Arethereanytheydon’twant?
Collectunwantedmedications
No
Yes
No
Yes
No
Getpatientsignature
Returnnotestotech
Inputnotesintosystem
Printdailypatientlist
Didtheyanswer?
Yes
Leavemessage
No
PatientCalls
PatientArrives
IsRxready?
Stapleandbag
Questionsforpharmacist?
Checkpatientout
Notifypharmacist
Yes
No
Consultwithpatient
PatientLeaves
Yes
Notifytechand
pharmacist
No
PatientArrives
Ispatientnew?
Getpatientsnameand
dateofbirth
Takeinsurance
info
CreatepatientprofileinPioneer
IsRxnew?
Scanorder
Willpatientwait?
Yes
No
Yes
Notifytechandplaceinred
basket
PrintlabelNo
Yes
Placeinpinkbasket
Putorderintopioneer
AttributionListArrives
PrintAttribution
ListGiveListtoAssistant
WritespatientsDOBandlastCMRdate
PrintsoutPioneerreports
GivesreportstoClinicalPharmacist
CallspatientMakesnotesonPioneerReport
Returnstoassistant
Buildsmatrixandmedlistinpharmacyhome
LogsanyDTPsinsystem
Needtodiscusswithprovider?
CallProvider’sOffice
Yes
Followupwithpatientneeded?
Followupwithpatient
Additionaldocumentation
Yes
Followupwithcaremanager
needed?
Discussissueswithcaremanager
No
Yes
No DTPsresolved?
Markasresolved
No
Yes
Isproblemsevere?
No
Informclinical
pharmacist
Yes
Needtodiscusswithcaremanager?
Callcaremanager
Yes
Needtofollowup
withpatient?No
Callpatient
Resolved?
Yes
No
Markasresovled
yes
Markasimplemented
No
Markasimplemented
No
Confirmmedlistandmatrix
Delivertostore
Combinemedications
Delivertofronttech
CourtesyofEdwardP.Fitts DepartmentofIndustrialandSystemsEngineering,NorthCarolinaStateUniversity
IdentifyOpportunitiesforImprovement
IDOpportunityPoint
CourtesyofEdwardP.Fitts DepartmentofIndustrialandSystemsEngineering,NorthCarolinaStateUniversity
PharmacyDemographics
24
Pharmacy A B C D E F G
Resources
Number Pharmacists 2 2 4 4 2 3 1
Number Technicians 4 4 10 3 9 4 3
Number Students 0 1 1 2 4 4 .5
ResourcesforMTM
Clinical Pharmacist 0 0 1 .333 0 1 0
Students 0 0 1 2 4 4 .5
Technicians 1 2 2 2 1 2 0
Drivers 0 0 0 2 0 0 1
Outcomes
Percent Non-ValueAddedTimeforWorkers 14% 11% 9% 6% 8% 6% 19%
AverageWaitTimeforPatients(minutes) 7 3 3 6 2 3 1
CourtesyofEdwardP.Fitts DepartmentofIndustrialandSystemsEngineering,NorthCarolinaStateUniversity
25
Comprehensive InitialPharmacyAssessmentPharmacy A B C D E F G
IdentifyingpatientsforCIPAwithattributionlist
IdentifyingpatientsforCIPAintheworkflow
ü ü ü ü ü
ü ü ü
Flaggingidentifiedpatients ü ü ü ü ü
Flaggingidentifiedpatientswithinsoftware ü ü ü ü
Contactingpatientsduringfillvisit ü ü ü ü
Contactingpatientsoverthephone ü ü ü ü ü ü
Schedulingpatientvisitsand/orcalls ü ü ü
IdentifyingDTPsduringaCIPAvisitorcall ü ü ü ü ü ü
IdentifyingDTPsduringafillvisitorcall ü ü ü
ContactingprovidersaboutDTPs ü ü ü ü ü ü
Contactingproviderswhodon’trespondaboutDTPs
ü ü ü ü
CourtesyofEdwardP.Fitts DepartmentofIndustrialandSystemsEngineering,NorthCarolinaStateUniversity
26
Comprehensive InitialPharmacyAssessmentPharmacy A B C D E F G
IdentifyingpatientsforCIPAwithattributionlist
IdentifyingpatientsforCIPAintheworkflow
ü ü ü ü ü
ü ü ü
Flaggingidentifiedpatients ü ü ü ü ü
Flaggingidentifiedpatientswithinsoftware ü ü ü ü
Contactingpatientsduringfillvisit ü ü ü ü
Contactingpatientsoverthephone ü ü ü ü ü ü
Schedulingpatientvisitsand/orcalls ü ü ü
IdentifyingDTPsduringaCIPAvisitorcall ü ü ü ü ü ü
IdentifyingDTPsduringafillvisitorcall ü ü ü
ContactingprovidersaboutDTPs ü ü ü ü ü ü
Contactingproviderswhodon’trespondaboutDTPs
ü ü ü ü
CourtesyofEdwardP.Fitts DepartmentofIndustrialandSystemsEngineering,NorthCarolinaStateUniversity
27
MedicationSynchronizationPharmacy A B C D E F GIdentifyingpatientsforMedSyncduringCIPA ü ü ü ü ü
IdentifyingpatientsforMedSyncintheworkflow ü ü ü ü ü
StartingpatientsonMedSyncwithsoftware ü ü ü ü ü
Callingpatientsmonthlybeforefillingmeds ü ü ü
MedicationDeliveryCallingpatientsbeforesendingdelivery N/A N/A ü ü ü
Driverscallingpharmacistsduringdeliveryifpatientshavequestions
N/A N/A ü ü ü ü
Driverstakingnotestobringbackaboutpatient’smedication
N/A N/A ü
Driverscheckinginonpatientswhoaredifficulttocontact N/A N/A ü ü
CourtesyofEdwardP.Fitts DepartmentofIndustrialandSystemsEngineering,NorthCarolinaStateUniversity
28
Clearly DefinedProcesses&RolesPharmacy A B C D E F GDefinedroles ü ü ü ü ü ü ü
Definedresponsibilities ü ü ü ü ü
Definedprocesses ü ü ü ü ü
Definedprocessesthatadaptsituationally ü ü ü
Documentedprocesses ü ü ü
UtilizingStaffMembersatHighestAbilityOnly pharmacistisinchargeofallaspectsofCIPA ü ü
PharmacystudentsareinchargeofallaspectsofCIPA ü
Pharmacist utilizesotherstaffmembersforCIPAtasks ü ü ü
Staff membersbesidesstudentsareengagedinCIPAtasks ü ü ü
Technicianstargetpatientsfromattributionlist ü ü ü
TechniciansperformpatientoutreachforCIPA ü
TechniciansfilloutPharmaceHome Matrix ü ü ü
TechniciansfilloutPharmacyHomeDTPs ü
Techniciansidentifypatientsformedsync ü ü ü
Techniciansperformmonthlymedsynccalls ü ü ü
RethinkWorkflowOperationsInvolvementofPharmacyStaff
“ThisCPESNmodelwillremainadisruptionuntilallstaffareeducatedtoparticipate”.Pharmacistsneedtoengageandtrainpharmacytechnicians,deliverydrivers,andcashiersforrolessupportingCPESN.
“Yougointothisprojectthinkingyoucanbeasuperpharmacist,butyouquicklyrealizethatitneedstobeateameffort.”
GlimpseintoOperationsInput&CountingTypicalDay
8:30AM-6:00PM– Runqueuefortheday.Drugtherapyproblems(DTPs)identifiedinadherenceandmedicationlistdiscrepancy.
11:00AM-6:00PM– DTPfollowupqueueindispensingsystem.Callpatients,physiciansoffices,insuranceandcommentonprogressindispensingsystem.AssistpharmacistwithinputtingmatricesforCMRs
TechnicianTool:DTPShortForm
Drug Therapy Problems:
Short Form for Pharmacy Technician Screening
The following document, originally developed by Moose Pharmacy, is intended as a tool to help engage pharmacy technicians in Drug Therapy Problem identification and resolution as part of the CPESN Project.
The form, with an abbreviated list of adherence-based DTPs, is intended to be utilized by pharmacy technicians in different stages of dispensing workflow.
This screening tool is not an all-inclusive list of potential DTPs, and does not place technicians in the position of assessing a patient’s clinical status or medication regimen.
Recommended Steps for Use:
1. Printed copies of the form placed at technician workstations 2. Technician fills out the form if potential DTPs are identified 3. Technician sends the form to a pharmacist in a manner that fits within pharmacy workflow (ie,
in a basket with a prescription that has been filled and is waiting for pharmacist validation) 4. Pharmacist investigates the issue, and take any steps necessary to resolve 5. DTP is documented by the pharmacist as the issue is resolved, or by a technician after the fact
Example form:
§ Formplacedattechnicianworkstation
§ TechniciantocompleteformifpotentialDTP’sareidentified
§ Techniciantosendforminbaskettothepharmacist
§ PharmacistinvestigatestheissueandtakesnecessarystepstoresolveDTP
§ DTPdocumentedinplatform
GlimpseintoOperationsAdherenceTechnicianTypicalDay
8:30-9:30AM – Identifypatientsforphonecalls.Attributedpatientnotedinprofile.
9:30-1:30PM – Callpatients – DTPsidentifiedinadherenceandmedicationlistdiscrepancy.DTPsinputaddedtodispensingsystemDTPqueueviaMTMActions.Advisepharmacistsoncomplexmedicationlistandtherapeuticconsiderations
1:30PM-5:00PM – Processpatientmedications – primaryDTPsduringthispartofthedaywillbesystemfailure(insurancereject,PArequired)DTPsaddedtodispensingsystemDTPqueueviaMTMActions.HelpwithDTPqueueasallowed
ScriptsforTechsCalling/MeetingWithPatients
GlimpseintoOperationsDispensingPharmacist
8:30AM-9:30AM– WorkonDTPfollowupqueue9:30AM-6:00PM – IdentifyDTPswhiledispensing.DTPscoreof75warrantscheckingtoseeifaCMRhasbeencompletedwithinayear.• IfnoCMR,notifycashierordeliverydriverandattempttocompleteiftimepermitsorschedule.• NotifycashierifRPh needstospeakw/patienttoaddressDTPwheninthestore• DeliverydrivertocallRPh whenhearrivesatpatienthometoaddressDTP• ScheduledCMRshouldbeaddedtodispensingsystemqueue.Ifdispensingpharmacistisunabletocomplete,thenclinicalpharmacistwillcomplete
GlimpseintoOperationsCashier
8:30-9:30AM – Tagbagsforpotentialface-to-faceCMRsfromreportgivenbypharmacistortechnician
8:30AM-6:00PM – ScheduleCMRforpharmacistatpointofsaleifnotimetodoCMR
• Notifystaffifattributedpatientchoosesnottogetadrugatregisterorifreturnedbydeliverydriver
GlimpseintoOperationsDeliveryDrivers
• Callpharmacistortechnicianafterarrivalatpatienthomeperpharmacist/technicianrequest• Shareanycompellingsocial/healthstatuschangeswithpharmacist• Notifytechniciansofnewphonenumbersofanypointsofcontactforpatient(extendedfamily,neighbor)fordifficulttoreachpatients• Notifycashierofaddresschangesoitcanbechangedindispensingsystem
DifferentExpectationsofOurPharmacyTeam
Ifwearegoingtobe differentinthemarketplace…
…Weneedtodeliverservicesdifferently
“Wetakeaproactiveapproachforourpatients.Westarttheprocessbycallingthemeachmonthandfindingoutwhatmedicationstheyneed,whathaschangedandwhatconcernstheymayhave…Theyfeelliketheyknowmeandtheyfeelliketheyhaveaconnectionwithourpharmacy.TheyknowwhentheycallMoosePharmacy,theyaremorethanarefillnumber.”
MeetKarrie
AdherenceTechnician
• PrescriptionONHOLDforsimvastatin40mgandaspirin325mg• Prescriberoffice(differentfromthePCP)wascontacted.Toldthatthepatientwasrecentlydischargedfromthenursinghome• Patient’sPCPwasalsonotifiedtodiscussdiscrepanciesinmedicationregimen.PCPunawareofpatient’smostrecentdischargefromnursinghome.• Patientwasnotifiedandfillwasinitiated• Medicationwasdeliveredtothepatient’shome
IdentifyingDrugTherapyProblems- It’saTeamApproach
• PrescriptionONHOLDforsimvastatin40mgandaspirin325mg
IdentifyingDrugTherapyProblems- It’saTeamApproach
StudentPharmacistDiscoverythroughDataMiningProject
• PrescriptionONHOLDforsimvastatin40mgandaspirin325mg• Prescriberoffice(differentfromthePCP)wascontacted.Toldthatthepatientwasrecentlydischargedfromthenursinghome
IdentifyingDrugTherapyProblems- It’saTeamApproach
ConsultedwithPharmacist andAdherenceTechnicianNotified
Prescriber
• PrescriptionONHOLDforsimvastatin40mgandaspirin325mg• Prescriberoffice(differentfromthePCP)wascontacted.Toldthatthepatientwasrecentlydischargedfromthenursinghome
IdentifyingDrugTherapyProblems- It’saTeamApproach
ConsultedwithPharmacist andAdherenceTechnicianNotified
Prescriber
• PrescriptionONHOLDforsimvastatin40mgandaspirin325mg• Prescriberoffice(differentfromthePCP)wascontacted.Toldthatthepatientwasrecentlydischargedfromthenursinghome• Patient’sPCPwasalsonotifiedtodiscussdiscrepanciesinmedicationregimen.PCPunawareofpatient’smostrecentdischargefromnursinghome.
IdentifyingDrugTherapyProblems- It’saTeamApproach
ConsultedwithPharmacist againandAdherenceTechnicianNotifiedPCP
• Patientwasnotifiedandfillwasinitiated• Medicationwasdeliveredtothepatient’shome
IdentifyingDrugTherapyProblems- It’saTeamApproach
Pharmacistdiscussed withpatientandalertedTechnician tofillthemedications
DeliveryDriver
PanelManagement&RiskStratification• Managingapanelofpatientsisnewtocommunitypharmacy• Adequatetrainingisneededtoacclimatetothismodel
• Patientsatdifferentlevelsofriskneeddifferenttypesorintensitiesofservicesfromenhancedservicepharmacies• Assistswithtargetingintensiveactivitiestowardhighestrisk,mostcomplexpatients
UsingRiskScoresinYourCommunityPharmacyObtainreportwithspreadsheetofriskscoresorganizedfromhighesttolowest
Proactivelyengagepatientsathighrisk(alertstaff,conductmedicationreviews,reachoutbyphoneforcheck-in)
Forthosenotreached,flaginthesystemtoalertstaffatnextpointofcontact
UsingRiskScoresinOurCommunityPharmacy
UsingRiskScoresinYourCommunityPharmacyObtainreportwithspreadsheetofriskscoresorganizedfromhighesttolowest
Proactivelyengagepatientsathighrisk(alertstaff,conductmedicationreviews,reachoutbyphoneforcheck-in)
Forthosenotreached,flaginthesystemtoalertstaffatnextpointofcontact
NoPopulationManagementTool?Doyouhavepatientsthatfitanyofthefollowingcriteria?
• Trendsofpooradherencetochronicmedications• RecurrentvisitstoEDorhospital• Transportationchallenges• Literacychallenges• Complexmedicationregimens• Lookingtoreducenumberofvisitstothepharmacy
• ThepatientexperienceintheCPESNmodelmaybedifferentthanhowthepatientpreviouslyworkedwithhisorherpharmacy.
ChangingPatientExpectations
StrategiesforPatientEngagement• Leveraginginformationabouttheirrecenthealthcareutilizationorconcernwiththeirmedications• Leveragingareferralfromtheircaremanagerorprovider• UsingaconnectionpointsuchasanimmunizationorassistancewithMedicarePartDplanselectiontobuildtrust
ReferralfromProvidertoProvider