Workflow Best Practices - About NCPA · conflict of interest was resolved by peer review of the...

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