Ask a variety of people about what they think about when they hear the phrase “independent pharmacy” and many of them would describe an independent pharmacy straight out of the 1950’s: a soda counter, some basic health necessities, and a pharmacist who fills prescriptions and has all of the time in the world to answer questions. The reality is of course quite different, as discussed at this year’s ThoughtSpot Conference and Trade Show hosted by AmerisourceBergen and 

in Orlando, Florida. Rich Tremonte, Customer Operations, Animal Health, and Community & Specialty Pharmacy (CSP), and Guilio Burzacca, Managing Director of Alphega Pharmacy, which is the European counterpart of 

 with pharmacies in 8 countries within the European Union plus the United Kingdom and Turkey, discussed how COVID-19 impacted independent pharmacists, what customers expect when they walk into a pharmacy, and what the future holds for the pharmacy industry.

According to Tremonte, customers are looking for the “instant gratification” that they experience elsewhere in their lives, especially online, to also happen within their healthcare destinations, including their local pharmacy. But at the same time, they also want the personal touch that has long been the backbone of independent pharmacy. The pandemic pushed this desire into turbo charge, when many people were trying to do their part and reduce contact with others. In Europe, more customers have returned to the brick-and-mortar experience, especially in independent pharmacy. According to Burzacca, independent pharmacies have seen in-store sales increase by 6% to 8%, whereas chain pharmacies have seen them only increase from 3% to 4%, indicating that the personal touch remains important and can be reason enough for a pharmacy customer to shop in-store.

Innovation is important to remaining at the forefront of the industry. However, many of the biggest innovations coming from pharmaceutical companies have been in areas that aren’t as relevant for retail pharmacies – including specialty injectables and infused therapies for rare and complex conditions, which means independent pharmacies must evolve their businesses in other ways. To spur innovation and find the next step, AmerisourceBergen has begun to invite pharmacist customers to the company’s headquarters, Tremonte said, where they are asked about what they’re looking for and how AmerisourceBergen can help them meet patient demands.

Standing out is more important than ever in a crowded market. Tremonte noted that when he’s in the field, he’s watching how GNP pharmacies find their “something special” that makes them stand out in order to engage customers and patients. Some pharmacies have a front-end that knocks it out of the park. Others have developed connections with health systems and providers to create symbiotic relationships that help customers achieve better health outcomes for complex or chronic conditions, such as diabetes. For others, it’s hearkening back to simpler times, like a pharmacy in Alaska that’s known for its ice cream counter.

To help pharmacies determine what can make them stick out, AmerisourceBergen offers 

business coaching and analytics programs to

 help pharmacies analyze patient data, as well as prescriber data, to identify key growth and marketing opportunities for the pharmacy. The program helps pharmacists answer the important, but sometimes hard to answer question, ‘where can I win?’ It analyzes demographics and other factors, along with identifying potential relationships, that can bring in new patients, garner more revenue, and help improve overall health outcomes. This approach seems to be working for 

“Highest in Customer Satisfaction with Chain Drug Store Pharmacies”

 in the J.D. Power 2022 U.S. Pharmacy Study. This is the 11th time that 

 has earned this recognition in the last 13 years and the network’s sixth consecutive win. What’s more, 

 also achieved the highest score with the “My Level of Trust with Pharmacy” factor, indicating exceptional patient confidence.

In both the United States and Europe, the COVID-19 pandemic was the shining moment for pharmacies and their staff to show what they can do and how they create value for the health care ecosystem. In the United States, this led to expanding vaccinating capability, testing, and even prescribing powers, albeit with some restrictions. In Europe, only 2 of the countries that Alphega operates in, France and the United Kingdom, allowed for vaccination in the pharmacy prior to the pandemic, but now 3 more countries: Portugal, Romania, and Italy also allow it, with some German states also vaccinating.

This expansion of pharmacists’ authority is based on a couple of simple facts. In the early days of the pandemic, pharmacies were often the only available health care site that people could access, with hospitals and clinics all over the world swamped with COVID-19 cases. Additionally with the drive to use telehealth, pharmacies offered the only face-to-face health care that many were able to find. Pharmacies were also quick to act to protect patients and employees, with many in the United States offering curbside pickup or delivery. In Europe, Alphega pharmacies had screens up within days of the lockdown starting as well as a one-way system through the store, according to Burzacca.

Already one of the most trusted groups in health care, recent surveys have found that the public places even greater trust in pharmacists since the worst days of COVID-19. A recent survey in France found that pharmacists had a trust score of 97. In comparison, the next most trusted group had a score in the low 60s.

The next step is to look to the future. For Burzacca and Alphega, this means focusing on Diamond, a program that allows independent pharmacists to have access to preferential programs, launches, and initiatives from large manufacturers. The hope for the program is that it will allow independent pharmacy to compete on more even ground with chain pharmacy, but still maintain the personal touch that is one of the cornerstones independent pharmacy. Alphega is also working on a program to provide the best treatment and use data in ways that can help improve care and give pharmacists actionable information.

In the United States, Tremonte said, “taking a step back, we need to be easy to work with. I always compare it to our personal lives. We all want to know who we’re buying from and be able to return something easily, or quickly get them on the phone to resolve an issue.” This view is what’s helping guide AmerisourceBergen’s continued commitment to enhancing the experience of its pharmacy customers.

One of AmerisourceBergen’s major investments is making it easier to reach someone who can help. Instead of being siloed, all customer service teams are now fully connected in one group with access to all of the same data to streamline the customer experience. And when making a call, pharmacists will soon be able to use a callback feature, which will mean that they no longer must stay on the line waiting on hold, but can instead go about their business until an available person calls them back to help. For common questions, the Self Service portal can provide answers, meaning that phone calls won’t even be needed. The ordering systems are also continually being improved to make it easier for pharmacists to find exactly what they need.

Beyond the specific projects, Tremonte believes the future of pharmacy requires a 2-pronged approach: diversifying clinical services and capabilities and embracing all that digital has to offer from scheduling to advertising to letting pharmacy customers search inventory before they even reach the store. For Burzacca, it’s helping pharmacists prepare for what’s next, not only with projects like Diamond, but programs that address new concerns like cybersecurity and can help expand clinical services.

Articles

ThoughtSpot

The future of independent pharmacy requires the combination of what makes independent pharmacy special and the digital landscape found elsewhere in retail.

Supporting the Next Era of Independent Pharmacies in the US & Abroad 

From business education programming and innovative CE sessions to jam-packed General Sessions, this year’s National Community Pharmacists Association (NCPA) Annual Convention and Expo is an event that independent pharmacists and pharmacy owners simply won’t want to miss. The conference kicks off on Saturday, October 1 in Kansas City, Missouri at the Kansas City Convention Center through Tuesday, October 4.

Are you ready to embrace this year’s theme and 

? Read on for some of our top highlights and notable events taking place at the 2022 NCPA Annual Convention and Expo.

This year’s Annual Convention features two General Session events: Sunday, October 2 and Monday, October 3, both at 9:30 AM. The first of these sessions features keynote speaker Mike Abrashoff, former commander of the USS Benfold, who will share a story from his time in the Navy to demonstrate why leadership matters and why culture is everything.

On October 3, the second General Session kicks off with Lina M. Kahn, chair of the Federal Trade Commission (FTC). Kahn will join NCPA CEO B. Douglas Hoey, RPh, MBA for a fireside chat and Q&A session. “As FTC Chair, Khan has been receptive to hearing the concerns of independent pharmacists, and this is a great opportunity to get her thoughts about issues in our industry and talk about the important work her agency does on behalf of consumers,” said Hoey in a press release.

Finally, ophthalmologist Will Flanary, MD will take the stage as the day’s second keynote speaker. Perhaps better known by his social media handle of Dr Glaucomflecken, Flanary has more than 2.5 million followers across social platforms. With a keen eye for observational humor and biting satire, Flanary provides commentary on everything from “the perils of Visine to the horrors of health insurance”

 for audiences across the health care industry with the help of his 

"As a pharmacist, the most important thing is taking time to provide the best care possible for your patients, but pharmacists don't always lean on technology for the solution," Paige Clark, RPh, vice president of pharmacy programs and policy at Prescryptive Health, told 

 from Prescryptive Health, independent pharmacists said they spend an average of 2 to 6 hours a week reviewing drug pricing. That is up to roughly 312 hours a year spent reviewing pricing that could be focused back on patient care." 

"Intelligent pricing solutions driven by artificial intelligence can put this precious time back into pharmacy practitioners' hands, so they can do more of what they love: helping patients," Clark added. 

Led by Clark, Prescryptive Health will be presenting 2 sessions in the Exhibit Hall. The first—focusing on the ways in which pharmacies can use technology to remain competitive and boost their bottom line—will take place on Sunday, October 2 from 12:30 to 1:00 PM. During the session, Clark will present a case study detailing how one multi-location pharmacy was able to sustainably grow profits while keeping consumer prices affordable.

Between 3 and 3:30 PM on Monday, October 3, Clark will be joined by Brad Gallagher, partner at Barclay Damon in Albany, New York, for a CE session combining legal and pharmacy education to raise awareness of cybercrime in pharmacy. With personal health information selling for $250 per record on the black market—compared with 50 cents for a credit card number—this session is can’t-miss.

This 4-day event will also feature numerous business education sessions, many of which provide the opportunity to earn CE credits. On Saturday, October 1, learn more about the 

 and how pharmacists can use point-of-care testing services to grow their bottom line. On Sunday, October 2, a session hosted by NCPA senior director of professional affairs Lisa Schwartz will educate attendees on 

—to comply with the Drug Supply Chain Security Act, which goes into effect in November 23. And on Monday, October 3, Blueberry Pharmacy owner Kyle McCormick will answer pharmacists’ 

For attendees who are too excited to wait to start their NCPA Annual Convention experience, 3 days of 

—running September 29 through Noon on October 1—will be covering a wide range of topics, including a pharmacy ownership workshop, a guide to creating a pharmacist-led lifestyle and weight management program, and the ever-popular NCPA 

Pharmacy-Based Point-of-Care Test and Treat National Certificate Program

The Exhibit Hall will be open from Sunday, October 2 at 12 PM through 5 PM on Monday, October 3. Don’t forget to visit 

 at booth 931: Grab a copy of our latest issue, sign up for our eNewsletters, and chat with our team to learn more about how you can stay up to date on everything independent pharmacy.

Drug Topics’ coverage of the 2022 NCPA Annual Convention and Expo is sponsored Prescryptive Health.

FTC Chair speaking at NCPA Annual Convention in October. News release. National Community Pharmacists Association. September 12, 2022. Accessed September 19, 2022. 

https://ncpa.org/newsroom/news-releases/2022/09/12/ftc-chair-speaking-ncpa-annual-convention-october

Keynote speakers. National Community Pharmacists Association. Accessed September 19, 2022. 

Rewriting the script: Independent pharmacy trends. 2022 research report. Prescryptive Health. Accessed September 19, 2022. 

https://prescryptive.com/2022-pharmacy-study/

National Community Pharmacists Association (NCPA) Annual Convention & Expo

The meeting will take place in Kansas City, Missouri, from October 1 through October 4.

Conference Preview: NCPA Annual Convention and Expo 

Pharmacy is a rewarding career. Pharmacists provide much-needed access to health care for people living in care deserts and they keep people safe with vaccination services. But as helpful and as important as the job is, burnout is still a fact of life for many pharmacists.

Even before the pandemic, burnout in the profession was on the rise. A 2019 workforce study

 found that 71% of practicing pharmacists reported workload as high or excessively high, and studies since the beginning of the COVID-19 pandemic have found that burnout has increased, with some finding 35.9% had increased workload, 52.2% worked overtime, and challenges like patient incivility.

The stressors that drive this burnout may include long professional hours, harassment and demands from patients, insurance issues like prior authorizations, and staffing shortages. The effects of burnout can lead to dispensing errors, low morale, and high staff turnover. Difficulty in concentration, changes in appearance like being disheveled or tired, and changes in behavior, like canceling appointments or running late are also common.

Two stressors that may have been exacerbated by the COVID-19 pandemic: reimbursement and public perception of pharmacy. Patients visit their pharmacist for multiple reasons, but staff shortages can cause delays in prescription filling, testing, and vaccinations, which can lead to fractious encounters between pharmacy and patient. On this issue, Tonya Shackelford, clinical pharmacist and senior manager for Product and Solutions Management at Cardinal Health said, “Independent pharmacists have a serious job filling prescriptions and ensuring their patients get the right medication with no harmful drug interactions, and that is on top of running a business. As pharmacists get busier during the day, there’s the added pressure of making sure mistakes aren’t made that could potentially hurt someone. This just adds to pharmacists’ burnout.”

The decline in reimbursement is one of the leading factors that led pharmacies to include clinical services to make up revenue, which has led to increased burnout among pharmacists.

To address this issue, pharmacies may consider 4 important ways to manage burnout:

Ensure that all pharmacy staff are working at the top of their license, as this can help optimize workflow and promote job satisfaction

Look at resources provided by organizations to mitigate burnout

Consider solutions that can increase revenue and improve efficiency at the same time.

The American Pharmacists Association and National Alliance of State Pharmacy Associations have developed a safe, anonymous space that allows pharmacists, pharmacy technicians, and student pharmacists to share both positive and negative work experiences in their pharmacy.

One step to help prevent burnout is through creating and maintaining a work environment that is supportive and positive—which includes promoting fairness and equity in decision-making. Creating a safe space where employees feel like they can speak openly about any concerns is also important and can be a part of encouraging active participation in the organization’s decision-making. Ensuring that what an employee expects is in line with the pharmacy’s expectations can reduce frustrations, as can offering appropriate rewards for employee achievement. Also, it may seem simple, but workloads that offer a chance to rest and recover are also an important way to prevent burnout.

Increasing workflow efficiency can be as simple as using a digitalized workflow like Cardinal Health’s 

, which may reduce the administration burden on staff and provides greater control to patients for planning appointments. Using Cardinal Health’s 

 may provide additional revenue that can higher than prescription filling and serves a need for community members that can make a pharmacy the go-to health care destination. Additionally, 

 can offer opportunities to pharmacies for payment for providing medication therapy management to eligible patients.

Burnout isn’t going to go away overnight, but, “the good news is that there are different solutions that could help independent pharmacists relieve stress,” said Cheri Schmit, clinical pharmacist, Pharmacy of the Future Clinical Team at Cardinal Health. “Solutions for scheduling, point-of-care testing and medication therapy management can help bring in more revenue, which would support more staffing and help bring in new technologies that can reduce burnout. Pharmacists should be looking at solutions to expand their operations outside of just filling prescriptions.”

1. Bakken BK, Winn AN. Clinician burnout during the COVID-19 pandemic before vaccine administration

. 2021; S1544-3191(21)00164-3 doi:10.1016/j.japh.2021.04.009

2. Johnston K, O'Reilly CL, Scholz B, et al. Burnout and the challenges facing pharmacists during COVID-19: results of a national survey. 

Cardinal Health RBC 2022

The causes of burnout in pharmacy are multifactorial. The solutions need to be as well.

Addressing Burnout in Pharmacy

The last year has included a number of legislative and regulatory advancements and wins for the pharmacy industry: The Centers for Medicare and Medicaid Services (CMS) finalized their Medicare Part D rule,

 set to require Part D plans to include pharmacy price concessions (commonly referred to as direct and indirect remuneration (DIR) fees) in negotiated price at point of sale, and that is scheduled to take effect in 2024. The bipartisan Pharmacy Benefit Manager Transparency Act of 2022

 was introduced by United States Senators Maria Cantwell (D-WA) and Chuck Grassley (R-IA). But perhaps most important for the future of the pharmacy profession was the introduction of the bipartisan HR 7213, the Equitable Community Access to Pharmacist Services Act.

have come together with peers across the industry, “working collaboratively to establish and craft new legislation to permanently recognize pharmacists as providers to be reimbursed through Medicare for clinical services related to COVID-19 and other respiratory illnesses,” explained Beth Mitchell, senior director of government affairs at AmerisourceBergen. “Having this bill introduced is a notable legislative development.”

HR 7213 was introduced on March 24, 2022 by United States Representatives Ron Kind (D-WI), David B. McKinley (R-WV), Earl L. “Buddy” Carter (R-GA), and Nanette Diaz Barragán (D-CA).

 The goal of the bill is simple: to “ensure patients’ continued access to pandemic-related care services provided by pharmacists, including services to keep communities safe from COVID-19 and future public health crises.” To date, Mitchell said, there are more than 40 bipartisan Members of Congress who have cosponsored the bill. For those not yet engaged, Mitchell, AB’s public affairs group and the Future of Pharmacy Care Coalition are working to educate Members of Congress, federal agencies and the Administration to garner support for the legislation.

In addition to 42 bipartisan United States Representatives, HR 7213 is supported by organizations from the American Red Cross and the National Association of Black Nurses to the National Community Pharmacists Association, the National Association of Chain Drug Stores, the American Pharmacists Association, and state pharmacy groups. More than 80 organizations representing patients, seniors and rural Americans support HR 7213.

“As healthcare evolves, pharmacists are going to be an integral piece of providing clinical patient services,” Mitchell explained. “COVID-19 has shown pharmacists are accessible and more than capable of providing this level of clinical care to their communities.”

“With the flexibilities that the COVID-19 Public Health Emergency and the PREP Act declarations have afforded pharmacists, we [AmerisourceBergen and 

] have pharmacy customers who are currently providing COVID-19 vaccines, tests, and treatment, such as monoclonal antibodies and antivirals used to treat COVID-19. Now, we’re also seeing some of our stores get tapped by their local healthcare jurisdictions to help roll out Monkeypox vaccines,” she added. “We’ve administered more than 6 million doses of COVID-19 vaccine shipped to nearly 1700 Good Neighbor Pharmacies across the country; without pharmacists, we would not be where we are in terms of the country’s response to this pandemic.”

Once the COVID-19 public health emergency ends and the PREP Act declarations ultimately expire, the flexibilities currently afforded to pharmacists are “at risk of going away,” Mitchell said. To avoid that, it’s crucial to have legislation introduced and enacted at the federal level ensuring that pharmacists are recognized as health care providers with the ability to provide critical clinical care and receive Medicare reimbursement for services related to testing, immunizations, and treatment for COVID-19, influenza, strep throat, and RSV.

One additional benefit of HR 7213? If enacted, the bill would also “give the Secretary of Health and Human Services the ability to, if a future public health emergency comes to fruition, call on pharmacists, again,” said Mitchell, enabling them to provide critical timely support.

“That’s what the bill is seeking to do,” said Mitchell. “Give pharmacists the permanent ability to provide clinical care services related to COVID-19 and other respiratory illnesses, and then to be reimbursed by Medicare for those services. All of that ultimately leads to improving health equity and making sure patients have access to care at their pharmacy in an effective and timely way.”

Although the COVID-19 pandemic brought to light the importance of health care providers across the practice spectrum, a bright light has been cast on independent pharmacists, a group that rolled up their collective sleeves and went above and beyond to continue caring for patients in their communities. This spotlight, Mitchell said, has led to a number of regulatory changes that have directly impacted the way independent pharmacists practice.

At the height of the pandemic, a slate of bipartisan Congressional COVID-19 response bills, including the Coronavirus Aid, Relief, and Economic Security (CARES) Act,

 were passed and signed into law; these federal laws included significant provisions to make funding available at CMS to reimburse pharmacists for care provided. Put together with regulatory actions like the PREP Act and its subsequent amendments,

 independent pharmacists found themselves providing more care and services than ever before.

But, Mitchell said, “We need Congress to advance impactful bills such as HR 7213. I think a lot of people are having COVID-19 fatigue, including Members of Congress and key officials and federal agencies,” she explained. “Regardless of that, we must continue to advocate for long-needed and permanent changes, and remind lawmakers of the patient care that pharmacists continue to carry out in their communities.”

One way to encourage this Congressional action is by capitalizing on the momentum surrounding each legislative and regulatory victory.

“It’s important for citizens, pharmacists, pharmacy technicians, store managers, [and] patients…to be a part of the process and to be involved,” Mitchell explained. “I love what I do, because I get to be an advocate for our customers and for our company, but meaningful change happens when people and groups come together to advocate on a common issue of importance.”

For pharmacists and pharmacy technicians, that might look like inviting their member of Congress to visit their pharmacy, showing them in real time how independent pharmacists help their communities. Mitchell also encourages pharmacists to learn more about HR 7213 and to ask their Member of Congress to cosponsor the legislation; AmerisourceBergen’s 

 platform is one available resource, she noted, which includes a 

 page that facilitates pharmacists contacting their member of Congress.

Jennifer Shannon, PharmD, BCPS, owner of Lily’s Pharmacy in Johns Creek, Georgia and a member of the 

 network, never thought she’d be an advocate for anything. “When we opened our pharmacy, someone told me, ‘You’ll be at the table very quickly when your patients can’t access medicine,’” she said. Shannon took the stage during General Session at ThoughtSpot 2022 to discuss the future of pharmacy in the context of legislative advocacy work.

“Each of us building local relationships will ultimately help expand our scope [of practice],” Shannon said. “Federally, we are working on getting provider status. I really feel that working in your own communities – reaching out to our local and state legislators – will be the key to expanding our collective scope. It is incredibly important and will continue to help demonstrate what we’re doing [to lawmakers].”

Mitchell also underscored the urgency and importance of pharmacists achieving provider status and how that will improve health equity. “Once the current assortment of federal and state pandemic response flexibilities expire, the last thing anyone would want is for a patient to walk into a pharmacy and not be able to get the care they need from their pharmacist, such as a COVID-19 test,” she said. “That precedent has already been set, and that’s part of our message too. You can’t just turn the lights off.”

For her part, Shannon is optimistic about the potential passage of HR 7213 and looking forward to the ways its enactment will improve pharmacy practice for the better.

“There are a lot of things that were ‘if’s’ a few short years ago that became ‘now’s—our new reality” she explained. “It wasn’t too long ago that pharmacists couldn’t give vaccinations; it wasn’t too long ago that nobody knew what a PBM was.

“I always worry what would happen [to the people we take care of] if we weren’t here,” she added, “but I know we’ll be here because there are so many people advocating on our behalf, when some of us have trouble saying what we need or communicating what we do. We all have to work to share our voice and our story, and to not be afraid.”

To learn more about AmerisourceBergen’s commitment to advocacy on behalf of independent pharmacies across the United States, visit 

AmerisourceBergen commends the introduction of S. 1909 & H.R. 3554, the Pharmacy DIR Reform to Reduce Senior Drug Costs Act, in Congress. AmerisourceBergen. Published June 8, 2021. Accessed August 12, 2022. 

https://www.amerisourcebergen.com/newsroom/media-statements/amerisourcebergen-commends-the-introduction

Key U.S. Senators introduce PBM legislation requiring transparency and prohibiting deceptive practices. Our Independent Voice. Published May 27, 2022. Accessed August 12, 2022. 

https://www.ourindependentvoice.com/latest-updates/news-item/2022/05/27/key-u.s.-senators-introduce-pbm-legislation-requiring-transparency-and-prohibiting-deceptive-practices

H.R 7213 - Equitable Community Access to Pharmacist Services Act. 117th Congress (2021-2022). Accessed August 12, 2022. 

https://www.congress.gov/bill/117th-congress/house-bill/7213

Media statement and quotes on the Equitable Community Access to Pharmacist Services Act. AmerisourceBergen. Published March 25, 2022. Accessed August 12, 2022. 

https://www.amerisourcebergen.com/newsroom/media-statements/media-statement-and-quotes-on-the-introduction-of-hr-7213

S.3548 – CARES Act. 116th Congress (2019-2020). Accessed August 12, 2022. 

https://www.congress.gov/bill/116th-congress/senate-bill/3548/text

Seventh amendment to declaration under the Public Readiness and Emergency Preparedness Act for medical countermeasures against COVID-19. Public Health Emergency. Reviewed March 12, 2021. Accessed August 12, 2022. 

https://www.phe.gov/Preparedness/legal/prepact/Pages/PREP-Act-Guidance.aspx

Continued advocacy work is the key to seeing state and federal legislative action come to fruition. 

As Health Care Providers, Pharmacists Must Advocate for What They Need and What Patients Deserve

Although it may seem like summer just started, both autumn and cold and flu season are on the way, along with the demand for an annual flu shot.

“As we head into cold and flu season, and as consumer expectations evolve for better healthcare access and quicker and more convenient care, now is the time for independent pharmacies to rethink the way they operate,” said Gregg Jones, RPh, director of clinical programs at Cardinal Health. “Offering immunization solutions or point-of-care testing, for instance, allows a pharmacy to become a health and wellness destination within their community while also adding new revenue streams for their business.”

Independent pharmacies are an important element of the drive to vaccinate the public. A variety of vaccines are available for administration by pharmacists or pharmacy technicians, with whom many individuals already have a positive relationship. Receiving a vaccine at the pharmacy may be less time consuming for a patient than going to see their healthcare provider, and many patients may feel more at ease in a pharmacy than with their primary care provider.

Jones believes that this puts pharmacists in a key role for getting vaccines out there. “Patients trust their pharmacists, which puts independent pharmacies in a great position during flu season to educate people about the importance of the flu vaccine, overcome vaccine hesitancy and administer vaccines,” he said.

While flu activity was low during the 2020-2021 flu season likely due to people staying home, wearing face masks and physical distancing, it could increase at any time, which is why getting the flu vaccine is important.

 Here’s what an independent pharmacist should consider doing to prepare for the 2022-2023 flu season:

Use community ties to host vaccine clinics at non-pharmacy sites. Offsite clinics can not only increase access to flu shots, but also help revenue and get the pharmacy’s name out there to potential customers.

Take stock of the pharmacy’s workflow. Tasks may require reassignment. A digital workflow like Cardinal Health’s 

 allows pharmacy staff to create appointments, send reminders, and provide consent reports before the vaccination appointment.

Early in the season, consider the flu vaccines to pre-book for the next season, so that when the typical time of year comes around, the pre-book for 2023-2024 vaccines will be ready to go.

Cardinal Health offers a number of resources to help support independent pharmacists during the fall/winter respiratory illness season. Their 

 gives the resources needed to offer rapid diagnostic testing as well as offer wellness screening. In addition to influenza, pharmacists can also test for COVID-19, strep throat, HbA1C, hepatitis C, HIV, mononucleosis, Lyme disease, and cholesterol. Additionally, collaborative practice agreements with physicians can give pharmacists the ability to both test and prescribe, if allowed by state regulations.

 works to get the right mix of flu vaccines to the pharmacy. The program has a wide variety of flu vaccines available, plus tools that can help with planning for future flu seasons. Cardinal Health’s 

 give pharmacists the tools to become the place where patients trust pharmacists to get all of the needed vaccines. Finally, 

 makes sure pharmacists can track medical benefit claims and works with Cardinal Health’s Central Pay and Reconciliation Portal.

“The clinical solutions that Cardinal Health has available for independent pharmacies are a game changer,” said Mylo Wells, PharmD, owner of Wells Hometown Drug in Bloomfield and Keosauqua, Iowa. Wells highlighted how the Cardinal Health services improved his pharmacy’s offerings. “Our immunization services now allow us to compete with larger chain pharmacies. Our patients chose our pharmacies for their vaccines because it’s convenient and we have great customer service. It’s what sets us apart.”

1. 2020-2021 Flu Season Summary. Updated October 25, 2021. Accessed August 29, 2022. 

https://www.cdc.gov/flu/season/faq-flu-season-2020-2021.htm

This National Immunization Awareness Month, prepare your pharmacy to offer important vaccines.

As Flu Season Approaches, Prepare to Vaccinate This Fall

How does it feel to be back at ThoughtSpot in person?

 (President, Community and Specialty Pharmacy and Long-term Care, AmerisourceBergen): It feels amazing. So much energy, so much excitement. What I think about most, I think I feel humble. I feel honored. And I feel inspired because of the customers we have here. What they've done over the past 2 years has been amazing, inspirational and makes me proud to be part of the profession.

 (Pharmacist): Usually at work, we’re right there in thick of things and you feel all the pressures of the day- to-day job. What I love about being here is that you get to kind of breathe for a moment and hear some more positive perspectives from fellow pharmacists.

 (AmeriSource Bergen Business Coach): I think ThoughtSpot is a great place to connect with your peers. A lot of learning actually comes from your peers: what they're doing in a community, how they can learn, how they can take those processes back to their location in their community.

 (Pharmax Pharmacy, St. Louis, Missouri): Of course coming off not being able to go to meetings, this one has been incredible. Love to see my peer groups and everything else at these meetings. Getting to see the executives firsthand again and listening to their passionate story about what they believe in pharmacy and what we're doing, how we're adapting.

 (EVP & President of Customer Operations, Animal Health, and Community & Specialty Pharmacy, AmerisourceBergen): It is so exciting to be here. The energy in this building, I can't think of a better way to celebrate 

 40th anniversary than being here in Orlando with all of our customers who we've missed so much.

 (CEO & Pharmacist-in-charge, Springfield Pharmacy, Springfield, Pennsylvania): I was excited to come to this year's ThoughtSpot because there's so much happening in the pharmacy world and a lot of changes. I'm just so excited about it.

 What’s your favorite thing about ThoughtSpot?

Pharmacy): It's hard to choose. My favorite thing I would say is watching all of our pharmacy owners connect and collaborate. I get to meet with pharmacies on a regular basis. But to see someone from Kentucky meeting with someone from Iowa, they share the same set of concerns and issues and to see them be able to network and bounce ideas off one another is really, really rewarding.

 (McCarthy Drugs, Santa Monica, California): We've been coming to ThoughtSpot for many years, so it's good to see the community back together from different parts of the United States.

 I think the Pharmacy of the Year is always so exciting. You walk down the halls, you can see all the names of past winners. We see last year's winner when you walk into the trade show floor, in bright lights. It's really exciting to see all of the pharmacies and who will win this year. I think Pharmacy of the Year is just the most exciting thing.

 The best thing about ThoughtSpot is connecting with everyone and just sharing ideas, planning for the future.

 Probably my most favorite thing is just seeing people in the hallways reconnect, friends that have known each other for a long time. It's like seeing family, a family reunion, and at the end of the day you walk away from this meeting thinking ‘that was amazing’.

 Are you enjoying your first ThoughtSpot meeting?

 (Medicine Man Pharmacy, Wahoo, Nebraska): So this is my very first ThoughtSpot and I didn't really know what to expect. But since being here, it's been really fun to meet new people and also to see what we can bring back from here to our community.

 (Association Professor, West Virginia University, Pharmacist, Westfront Family Pharmacy, Morgantown, West Virginia): So it's great. I've enjoyed seeing so many pharmacists that I've worked with over the course of my career and getting to collaborate, getting to network. It's so wonderful to be back in person and see people again.

(Pharmacy Student, South Carolina): So it's definitely huge. It's definitely a big experience. I'm excited to be here. I’m thankful my boss has sent me. I just am thankful to be here and be able to learn more and apply this to my future as a health care provider.

 Why is it important to celebrate independent pharamacy?

 You know independent community pharmacy has always been just such a core anchor in their community. So that's always something to celebrate, but this year in particular, community pharmacy has stepped up in a way that has helped revive this country. That certainly needs to be celebrated. I think it's an important time because the American public now has a whole new appreciation for what community pharmacy is and can do and should do within their communities and that's certainly worth celebrating.

 What do you hope attendees will take away from this year’s meeting?

 I hope they walk away feeling energized about the future of independent pharmacy. Because over the last 3 years, they've proven how valuable they are to their patients and to their communities. So I hope they leave energized, refreshed, and really excited about the future.

I hope attendees can leave here and know that they're not alone. I know they're in their pharmacy often by themselves, don't feel like they have a network. But we are here for them, all the time. They get to interact with all of their colleagues, from all over the country and just leave here knowing that they have a support system that will always be here unwavering.

 If you could share one message with this year’s ThoughtSpot attendees, what would that message be?

I think that it's really important for everybody to see what other folks are doing and take that back to their own areas, so that they're not reinventing the wheel and that they can learn from others and get to do very cool things in their own areas too.

 The one message I would leave for everyone is: AmerisourceBergen will always be here in support of pharmacy, and specifically independent pharmacy. We have an unwavering commitment to that. It's the core of what AmerisourceBergen does and we think about you every day.

 That the ThoughtSpot community really aims to help the pharmacies and independent pharmacy. And they've got a lot of opportunities for learning and for connecting, so take advantage of it. Make sure you visit every booth. Make sure you visit with every one of your representatives. It's a great opportunity to get together.

 I think that's really simple. Thank you. Thank you for all that you do for your patients and in your communities. And thank you for letting us support you and those efforts and being amazing partners. Our pharmacies are very easy to support and to champion and to advocate for. So I think just a hearty thank you.

 It's time to activate. It's time to advocate and it's time to unify. We have an opportunity right now to transform this profession for years to come. And we need everybody to join together in that message to communicate the value that we provide each and every day.

Videos

After 2 years of a virtual event, ThoughtSpot returned to an in-person event in July 2022. Here's what had people excited about the event.

Welcome Back to ThoughtSpot

What works today may not work tomorrow as technology continues to evolve. In order to compete, independent pharmacists must be ready to embrace change. Online shopping is nothing new, but people are doing it more often than ever before—with 58.4% of internet users reporting that they make at least 1 online purchase every week.

The pandemic has dramatically shifted what people use the internet to shop for, with groceries seeing a particularly large increase. This is true in pharmacy too, with many wanting to have prescriptions delivered to their homes or order refills and OTC drugs but then pick the purchases up in-store.

“We know how important innovation is right now because the world is changing at a rapid pace,” said Tricia Simpson, Vice President of Pharmaceutical Distribution Marketing, eCommerce and Transformation at Cardinal Health. “An independent pharmacy can focus on driving future success by taking one or two steps toward innovation. This could be adding a relevant solution or creating e-commerce capabilities for prescription refills and OTC products.”

Harnessing the power of e-commerce takes just 3 steps for the independent pharmacist:

 With 62% of online customers saying that they make purchases based on previous customer service interactions,

 ensuring that customers have the chance for face-to-face interactions can lead to customer satisfaction and returning customers. This personal touch is what makes independent pharmacy so important to the community.

Developing and maintaining a presence on social media.

 It can seem like a full-time job, but those posts on Facebook and Instagram are a free way to get a pharmacy’s name out there as well as provide customers a way to contact the pharmacy at any time.

Everyone loves a deal, and independent pharmacists can provide them.

At the end of the day, independent pharmacy customers want what has always been the secret to the success of independent pharmacy: an incomparable customer experience. Today, they want that experience in the form of on-demand services and the latest in technology.

The Cardinal Health™ Pharmacy Marketing Advantage PLUS or PMA PLUS digital solution is one way for pharmacies to marry the old with the new. The platform offers an easy way for customers to order prescriptions and OTC products using a smartphone, tablet, or computer. It also offers pharmacies thousands of products for either customer delivery or in-store pickup.

“Historically, many independent pharmacies have been limited in shelf space due to the size of the store,” said Simpson. “Now, with PMA PLUS, independent pharmacists have access to both a customized e-commerce website and an inventory of thousands of products that don’t need to be stocked in store. When a customer orders products through the e-commerce site, Cardinal Health ships them to the pharmacy for either in-store pick up or delivery to the customer’s home.”

Pharmacists who use PMA PLUS get a customized, mobile-responsive website; search engine optimization services to ensure that their pharmacy is well-placed in search results; a mobile app with prescription refill and marketing capabilities; the ability to send a weekly newsletter to patients; and a data-driven analytics dashboard.

PMA PLUS worked for John “JJ” Bernabei, RPh, CEO of Tri-State Medical Group Pharmacies, including three Medicine Shoppe stores. “We’ve been around the block with our website and mobile apps, but we needed somebody who knew best practices and could do it for us,” said Bernabei. “With PMA PLUS, Cardinal Health not only does the work for us, but it’s individualized for each of our stores. Now that our patients have a selection of products to choose from through our e-commerce site, they spend more money on OTC items that they can get from us. We make money, and we continue to build our relationship with them. We’re providing them with their prescriptions, and we’re also providing them with everything they need for their daily living when it comes to their health.”

Kemp S. Digital 2022: global overview report. News release. Published January 26, 2022. Accessed July 27, 2022. 

https://datareportal.com/reports/digital-2022-global-overview-report

Ecommerce statistics for retailers and online shopping in 2022. News release. Accessed July 27, 2022. 

https://ecommerceguide.com/ecommerce-statistics/\

Customers expect more than the tried-and-true methods used in the past to entice them to spend money.

Reach Your Customers with Technology Solutions

ThoughtSpot 2022 may be over, but this video highlights the events and opportunities from the event.

A quick video recap of all the sessions and events ThoughtSpot 2022 had to offer.

Highlights from ThoughtSpot 2022

New career paths are appearing in pharmacy, and these career paths are digital ones. The FDA is approving growing numbers of digital products to monitor and treat patients, building on a growing acceptance of wearable products to monitor health, health apps to guide daily activities, smart pill dispensers to monitor and improve adherence, and much more.

“Technology is changing the patient journey,” said Timothy Aungst, PharmD, Associate Professor of Pharmacy Practice at the Massachusetts College of Pharmacy and Health Sciences. “Digital health is mainstream, accelerated by the COVID-19 pandemic and telehealth. We need to catch up with digital resources, not stay tied to legacy approaches. Digital health needs digital pharmacists.”

Aungst explored ways pharmacists can move practice into the digital world during his presentation at the American Pharmacists Association (APhA) 2022 Annual Meeting & Exposition, held in San Antonio, Texas.

Digital health is hardly a new concept, he explained. Digital monitoring and mechanical health alerts have long been standard for cars and trucks in the United States. In humans, though, digital health includes a growing variety of sensors, mobile apps, telehealth applications, artificial intelligence, voice assistances, robotics, and automation. Most patients—80%, Aungst noted—already use the Internet to search for health information, and 42% of adults use digital health tracking devices. The first smart toilets, to monitor urine and feces for glucose, blood, and other biomarkers, are poised to enter the market soon.

“Patients have become consumers of health and the home is becoming the center of care,” Aungst said. “We need to move away from a product-based model towards a focus on services empowered by digital technology, meeting patients where they are, and adopting a consumer-first mentality. This is the future of how we will deliver care for patients.”

Patients need digital pharmacists to monitor the growing armamentarium of digital therapeutics and the flood of patient-specific data

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