This article was written in partnership with AmerisourceBergen and Good Neighbor Pharmacy.

In the face of increasing industry pressures, independent pharmacies must look to diversify their services to improve the viability of their businesses in today’s challenging environment.

®, Jenni Zilka, Group Vice President of 

s (GNP) Field Programs and Services at AmerisourceBergen and Braheim Knight, RPh, Pharmacy Business Coach at AmerisourceBergen, discussed how pharmacies can optimize their business performance and profitability.

The coronavirus disease 2019 (COVID-19) pandemic has undoubtedly emphasized and accelerated the need for certain clinical services within community pharmacies—and GNP has been working with customers to meet that demand through its Business Coaching program.

“The [GNP] Business Coaching program provides pharmacies with personalized support from an expert who understands the unique needs of their business in a very detail-oriented way,” Knight explained. “The program allows pharmacists to focus their attention and energy on the health of their business….As pharmacy business coaches, we evaluate the precise needs of the pharmacy, we identify areas of opportunity to improve operations, and we create an action plan for success.”

Business coaches work 1-on-1 with pharmacies to identify the right mix of tools and services to match their needs. These offerings can range anywhere from adherence tools like medication synchronization to digital platforms.

Knight has been a business coach with AmerisourceBergen since 2016, but his pharmacy career began in 1998 as a technician. He then went on to become a licensed pharmacist in 2000 where he spent 16 years in the chain industry before receiving his Master of Business Administration degree in health care management. On what inspires him in his role, Knight pointed to the passion that independent pharmacies have for their communities and their patients.

“The COVID-19 pandemic emphasized and accelerated the need for certain clinical services within community pharmacies, and we’ve been working closely with our customers to help them manage that demand,” Knight said. “Beyond COVID-19, independent pharmacies are always implementing clinical services that will positively impact the lives of the patients they serve.”

Approximately 90% of Americans live within 5 miles of a community pharmacy, so the broad availability of these services will be essential to reach as many patients as possible, especially during the pandemic. “Independent community pharmacies are invaluable assets to the healthcare system, providing a trusted, accessible and localized health destination to ensure communities can get the holistic care they need,” Zilka said. “That said, broad industry pressures are creating challenges for the long-term viability of community practices.”

Knight and Zilka provided insight into how independents can expand and optimize their services to prepare for the future of the industry.

The pandemic has underscored the need for expanded clinical services, especially given the mounting demand for COVID-19 testing and immunizations.

“Community pharmacies have a unique opportunity to play a central role in administering tests and immunizations,” Knight said. “In addition to sourcing the right products, we’re committed to helping pharmacies scale and ensure they have the tools and support needed to effectively test and treat their patients.”

Amid the pandemic, GNP’s business coaches are also helping pharmacies with the process of attaining a Clinical Laboratory Improvement Amendment (CLIA) Certificate of Waiver. “We give them fact sheets and we walk them through a detailed action plan with a tangible date for implementation,” Knight said.

Furthermore, telemedicine has proven to be a welcome addition during this time. Being able to counsel through telemedicine ensures consistent care for patients, according to Knight, and patients appreciate the convenience. Since the introduction of social distancing guidelines, GNP has been collaborating with pharmacies to evaluate telemedicine offerings.

Pharmacies can further optimize their business performance by incorporating digital platforms for patient engagement, such as the PrescribeWellness call/text campaigns and the My GNP mobile app.

According to Zilka, the pandemic has only underscored the need to reach patients through these digital channels. Zilka cited an 18% increase in average monthly refills via MyGNP.com and a 32% increase through the My GNP mobile app, with a 58% increase in the local delivery section within the app, during the initial period of the pandemic. Furthermore, Zilka noted that these numbers aren’t necessarily going down even as social distancing restrictions ease up, indicating that these types of services may be here to stay. 

Beyond COVID-19, pharmacies can look to implement other clinical services that are beneficial to their patients. Knight provided an overview of a few recommendations for independents to consider:

 to help patients make healthier choices day-to-day, such as services to encourage weight loss or smoking cessation.

, with the right blend of products and services, to create a 1-stop-shop for patients by offering guidance on insulin, monitors, test strips, diabetic shoes, and more.

, where pharmacists can recommend immunizations and/or medications that patients may need based on their travel plans. 

Veterinary prescription dispensing services

 through partnerships with local veterinarians

 GNP’s new ped meds campaign, which launched on August 6, can be a tremendous value-add for independents. 

In addition, pharmacies should keep in mind that they can utilize CLIA waivers for more than just COVID-19 testing. “With a CLIA waiver, you can test for strep, you can test for flu, so there are other areas that we can really focus on outside of COVID-19 that can really benefit a pharmacy’s surrounding community,” Knight said.

When it comes to deciding which new services to add, Knight emphasized paying attention to the community. “Look at the big picture. You need to really understand what your community needs,” he said. For example, a store that Knight works with in northern New Jersey partners with high schools and middle schools in the community to offer flu vaccinations.

“It really is dependent on the needs of the community,” Knight added. “You don’t want a one-stop, quick-fix-all methodology. You really want to be more pinpointed in your targeting.”

It’s not enough to just simply offer these services; patients and consumers need to know about them. As part of its Business Coaching program, GNP offers pharmacies guidance on effective strategies for marketing their services.

Knight pointed to GNP’s Market Analyzer tool, which allows business coaches and their partnered independent pharmacies to gain insight at missed opportunities in the market segment. “We’re able to see the patient demographics with local prescriber and disease state insights to give pharmacists a holistic view of their local market ,” he said. This tool can also be used to evaluate new areas for potential expansion, enabling owners to better understand the opportunities and demographics of their markets.

Zilka highlighted the importance of digital marketing, especially in the current environment.

“Digital marketing has always been important, and it’s become more and more important over the past couple of years,” she said. “But COVID underscored that it’s not only important and good to have, but it’s really a must-have in order to continue to connect with your patients and your community.”

Notably, digital and social media marketing can help pharmacies educate the community about the services they offer while also boosting their visibility online. GNP supports its pharmacies with robust digital marketing solutions to help them create tailored, localized strategies to attract, educate, and retain patients within their communities. Targeted Google paid advertising in particular has helped GNP’s pharmacies increase consumer interest in their stores and services.

“Our GNP advertising managers help pharmacies strengthen and pivot their digital marketing strategy across all key channels - Google My Business, Google advertising, and social media - to meet the current needs of their patients,” Zilka explained. ” Through Google paid advertising our customers have received an average of 200 calls per month per store.”

Call campaigns are another way to proactively engage and educate patients. Through GNP’s partnership with PrescribeWellness, pharmacists can record messages in their voice and the platform distributes the message to the appropriate patient base.

Zilka noted that GNP’s pharmacies’ digital efforts have resonated strongly with patients throughout the pandemic. “Our pharmacies shared 20,000 [social media] posts related to COVID-19 between March and June 2020, which reached more than 2.2 million social media users,” she said. These numbers indicate that, even when in-store connections are limited, pharmacies can still reach existing and potential patients by engaging with them online.

With the industry shifting toward more point-of-care testing, on-the-spot prescriptions, immunization demand, GNP will continue to evaluate opportunities for new revenue streams for its pharmacies. 

Zilka noted that, while expanding the pharmacist’s role is critically important to aid in COVID-19 response, pharmacies must prepare for the lasting effect on their profession as the expansion of their role extends beyond the pandemic. However, for this to be feasible, pharmacists must not only be authorized to practice at the top of their license, but compensated fairly for doing so. As pharmacists step into clinician roles, GNP continues to prioritize advocacy on the state and federal levels.

“This is an unprecedented time, and it’s critical that we address the challenges that hinder pharmacies from successfully expanding and stepping into their vital role,” Zilka said. “Important pharmacy services should be authorized and expanded to help deal with the COVID-19 outbreak and future health initiatives, which would increase provider capacity as health care resources are further stressed. This includes granting pharmacists’ provider status, giving them the ability to test and treat and fighting for fair reimbursement.”

Articles

ThoughtSpot

Diversifying the Pharmacy Business

This article was written in partnership with AmerisourceBergen and Good Neighbor Pharmacy. 

Many of the challenges that independent pharmacies have faced for years have become even more apparent during the coronavirus disease 2019 (COVID-19) pandemic, highlighting the need for action in several legislative areas.

 annual independent community pharmacy conference and trade show which is being held virtually this year, Bob Mauch, PharmD, RPh, Executive Vice President and Group President of AmerisourceBergen, and Beth Mitchell, Senior Director of Government Affairs for AmerisourceBergen, talked with 

® about the importance of advocacy during this time and the legislative priorities that independent pharmacists should keep an eye on for the future. 

The COVID-19 pandemic has highlighted areas of needed legislation that can benefit pharmacists, their businesses, and their patients. To keep their pharmacies viable during this time, pharmacists can continue to advocate on both federal and state levels to address specific issues that would affect them and their patients. Since March, AmerisourceBergen and 

 (GNP) have met with more than 300 federal and state legislators and staff through video and phone calls, continuing to make an impact on pharmacy policy priorities amid COVID-19.

The Department of Health and Human Services’ (HHS) just authorized pharmacists to order/administer COVID-19 vaccinations (once available) to persons age 3 and older. In August, HHS also authorized state-licensed pharmacists to order/administer all CDC recommended and FDA approved vaccines for children ages 3-18, aiming to ensure stronger vaccine access for children during the pandemic.HHS was able to authorize this under the Public Readiness and Emergency Preparedness Act and both measures ensure stronger vaccine access for individuals in the US. The authorizations also aim to preempt state and local laws that prohibit or effectively prohibits those who satisfy requirements from ordering or administering vaccines. 

“This news is a huge win, but we’re still pushing for more,” Mauch told 

®. “These actions are certainly good steps in the right direction and they show that the government is thinking about the important role that pharmacists and community pharmacy can play in the immunization process, but it should be much more broad, frankly to include empowering and reimbursing pharmacists for providing immunizations and other services to patients during and beyond COVID-19.”

In addition, several questions remain about how pharmacists will be reimbursed by payers for this service. Mauch noted that GNP and AmerisourceBergen will continue to work with manufacturers and pharmacy partners in several pharmacy trade associations and the American Disease Prevention Coalition to monitor these concerns. 

Mitchell noted that the HHS announcements are positive developments for both patients and pharmacists, but improvements are still needed. “We’ve got to do more,” she said. “We have to think about how we need as many access points for all vaccinations as possible. Pharmacists are so well positioned to do this.”

On the state level, more legislation is being passed to provide pharmacists the authority to administer FDA-authorized COVID-19 vaccines to eligible individuals, once a vaccine becomes available. Minnesota became the first state to pass this kind of legislation, with Minnesota Governor Tim Walz signing the comprehensive bill into law on May 27. Several states, such as New York and New Hampshire, are now following suit.

Mitchell noted that pharmacists should continue to encourage their own state legislatures in support of legislation to authorize and reimburse pharmacists to administer vaccines.. 

According to Mauch, national leaders must recognize pharmacists as providers under Medicare Part B, not only to assist the response to COVID-19, but to support public health initiatives going forward.

Pharmacists’ ability to care for patients, either through administering immunizations or flu tests, varies by state, service, and payer type. Pharmacists are not currently recognized as providers in Medicare, and it is the hope that if Congress establishes pharmacists as providers in Medicare, other states and payers will follow.

In 2019, 147 state provider status-related bills were introduced in state legislatures aiming to expand the scope of pharmacy practice, payment for services and/or designation of pharmacists as providers in Medicaid and/or commercial plans. Last year, Idaho granted pharmacists prescriptive authority, representing a step in the right direction.

“It starts with the patient and making sure they are well cared for, and it moves back to the pharmacist, and the pharmacy, and them being able to bill Medicare for the services that they provide,” Mauch said in the interview. “With the need for millions of immunizations to be given rapidly once a COVID-19 vaccine becomes available, the role of pharmacists is going to become even more critical.” According to Mauch, provider status on a broad level that allows pharmacists to bill for these types of clinical services is necessary, both as we continue to manage the current pandemic and in the long term for chronic disease management.

Mitchell noted that although progress is being made on the issue, there is still much more that needs to be done through legislation and/or additional regulatory pathways. AmerisourceBergen and

 are working with several pharmacy associations and allies to advocate for emergency-based pharmacist provider status in Medicare Part B.

“The legislation we’re working on now would require Medicare to recognize pharmacists as providers in Part B, and pharmacists would be reimbursed for services they provide during the pandemic,” such as a COVID-19 and flu tests and COVID-19 and flu vaccinations, Mitchell said.

According to Mitchell, pharmacists should stay engaged with their elected officials and state and national pharmacy associations to keep advocating for change.

Direct and Indirect Remuneration (DIR) Fee Reform

DIR fees are one of the biggest challenges facing community pharmacy right now, Mauch said. Currently, there is legislation in Congress that aims to eliminate DIR fees.

“While the pharmacist’s primary focus is on providing clinical services to their customers and their patients, they also have to have an economically viable business,” Mauch said. DIR fees can cause delays or uncertainty in payments, destabilizing the viability of the pharmacy, and patient access to medications.

“We’re continuing to educate our elected officials on the importance of this issue,” Mitchell said. “Some elected officials have concerns that if DIR fees were to be passed on at the point of sale, that Medicare beneficiaries would see changes in premiums.” 

However, patients currently struggle with the consequences of DIR fees and a lack of transparency in the industry. Mitchell cited a recent CoverMyMeds survey that found that 75% of patients received a prescription that cost more than they expected, indicating that these punitive fees are harming both pharmacies and patients.

“We’re really trying to help pharmacists and patients see some relief on this issue,” Mitchell added. “I think it’s so important now because we are living in the current pandemic and we want to make sure pharmacists don’t have additional pressures facing their business and their patients.”

Pharmacists should also watch for a future COVID-19 stimulus or response legislation in Congress, Mitchell said. Congress has passed several major pieces of legislation over the last several months that have been enacted and signed into law. “Many of those bills have been beneficial for small businesses, including independent pharmacies,” said Mitchell, including programs such as the Paycheck Protection Program and other small business loans.

In an effort to move advocacy efforts forward, AmerisourceBergen and GNP continue to partner with a number of industry coalitions, state pharmacy associations, and boards of pharmacy to advance key issues in the increasingly contested legislative environment. Pharmacists can also get involved at both the state and federal levels to help propel advocacy on issues that are important to them.

“I think the best organization we partner with to promote advocacy are our customers and pharmacists who really take the time to get engaged,” she said. “I think our customers and pharmacists have the most impactful voice on legislative issues they care about, especially since they are providers and leaders in their communities. Elected officials want to hear from their constituents, especially those who are providing care to their constituents.”

To keep their pharmacies viable during this time, pharmacists can continue to advocate on both federal and state levels to address specific issues that would affect them and their patients.

Advocating for Independent Community Pharmacies on Federal and State Levels

Bob Mauch, PharmD, RPh, Executive Vice President and Group President of AmerisourceBergen, and Rich Tremonte, President of Community & Specialty Pharmacy, AmerisourceBergen, discuss AmerisourceBergen's commitment to independents and community-based care. 

 The pharmacists who have really worked so incredibly hard throughout the pandemic, they're heroes in a lot of ways, and I just want to say thank you. The pharmacy community has demonstrated something that has been known for a long time. They're accessible, they're there when people need them, and during the pandemic and that was absolutely on display. And as many folks were going home to shelter in place, pharmacists went to their stores, and they were there for people who needed them. So I just want to say a really big thank you.

 So many examples that we actually put a section on our weareGNP.com website that we labeled 

You can go there and you can see on Fearless Pharmacy, there's over 50 stories and they range from compounding hand sanitizers for EMT workers all the way through making sure that folks have lunch who are impacted by COVID. Perhaps they have lost their jobs, or just really going out there and making sure folks have the protective equipment.

We have so many stories from all these pharmacies that we were inspired by them all and we said, “We need to get these stories out there.” Because they're not a big chain where they can get that impact alone. And each story alone is amazing. When you put them all together, it's just simply staggering to see the impact these pharmacies are having on their communities.

 What I would love our customers to take away from ThoughtSpot is really 3 simple things. One is that they hear a big thank you from AmerisourceBergen for tremendous work that they do in their communities, taking care of patients and their customers.

The second is that we understand and have a really clear view of a much bigger role that pharmacists and independent community pharmacy can play in health care. And all the things that we're doing are intended to help them thrive and grow and meet those future needs. And they're going to see that at ThoughtSpot.

And lastly, that will always be there by their side. No matter how situations change, no matter how the market changes, AmerisourceBergen will always be there for the independent community pharmacist.

 Pharmacy is continuing to prove to be an asset in health care for the US. We are just so grateful as AmerisourceBergen to be able to empower and really power these pharmacies every day to be able to service their patients in a way that we know is best in class.

Expert Interviews

ThoughtSpot 2020: AmerisourceBergen's Commitment to Independents and Community-Based Care

PharmD, RPh, Executive Vice President and Group President of AmerisourceBergen, and Rich Tremonte, Executive Vice President and President of Community & Specialty Pharmacy at AmerisourceBergen, provide a takeaway message from ThoughtSpot 2020. 

 What I would love our customers to take away from ThoughtSpot is really 3 simple things.

One is that they hear a big thank you from AmerisourceBergen for the tremendous work that they do in their communities, taking care of patients and their customers.

The second is that we understand and have a really clear view of a much bigger role that pharmacists and independent community pharmacy can play in health care, and all the things that we're doing are intended to help them thrive and grow and meet those future needs. And they're going to see that at ThoughtSpot.

And lastly, that will always be there by their side. No matter how situations change, no matter how the market changes, AmerisourceBergen will always be there for the independent community pharmacy.

 We are just so grateful as AmerisourceBergen to be able to empower and really power these pharmacies every day to be able to service their patients in a way that we know is best in class.

A message to independent pharmacists from AmerisourceBergen and Good Neighbor Pharmacy.

ThoughtSpot 2020: A Message From AmerisourceBergen

 annual conference and trade show, representing the organization’s continued commitment to ensuring pharmacists have the resources they need to be the pharmacy of choice in their communities, especially in this dynamic time.

 included a virtual general session and keynote address, more than 40 on-demand continuing education (CE) sessions, and a selection of live webinars will continue throughout the Fall. These virtual gatherings – hosted on AmerisourceBergen’s new event platform 

 - provide pharmacists with tools, knowledge, and best practices to optimize their business operations, the patients’ experience, and their bottom line.

“This year, we were focused on executing an immersive and interactive experience to connect with our customers and partners, and it’s been an exciting process bringing 

 to life and sharing, learning and growing with our customers in this new, virtual environment,” said Rich Tremonte, Executive Vice President and President of Community & Specialty Pharmacy at AmerisourceBergen. “Beyond maintaining access to care, community pharmacists have quickly adapted to serve their communities in new and inspiring ways this year, and we were proud to stand by them and recognize their resilience during this year’s show. This is also why we were proud to honor the 2020 Generics rebate for customers who had registered this past spring to attend the original conference, despite not being able to meet in-person.”

During the general session event, AmerisourceBergen leaders announced four key areas of focus for supporting independent community pharmacies in the year ahead:

 Offering impactful solutions that help protect independent pharmacy operations during today’s challenging business and health care environments and market evolution.

 Continuing to build solutions that attract new customers while retaining existing ones through 

 digital platforms, telemedicine, and eCommerce offerings.

: Supporting business expansion that diversifies pharmacy profitability – beyond dispensing – such as convenience packaging, clinical services, point-of-care testing, and more.

 Advocating at both federal and state levels to encourage payment reform and expansion of the pharmacists’ scope of practice.

 was a rally cry for pharmacists to shout their unique stories from the rooftops, this year’s huddle was all about evolving the game and leaving it all on the field,” said Brian Nightengale, RPh, PhD, President of 

. “Protecting the business of independent community pharmacy takes teamwork, and we believe that we have the right team of experts and set of solutions in place to help pharmacies reach the next level of ownership and practice. We are committed to helping our independent community pharmacies expand their services, advocate for themselves and their businesses, and connect with customers in new ways. Put simply, we want to give them more opportunities to do what they do best: deliver personalized, standout care to patients.”

Independent community pharmacists are uniquely positioned as a trusted, knowledgeable, and accessible resource to address the unmet needs of patients across all communities – including culturally diverse communities of color. AmerisourceBergen and Good Neighbor Pharmacy are fully dedicated to their mission to create healthier futures, and creating awareness and providing resources to pharmacy members to help address the healthcare gap is part of that mission. As part of the virtual general session event, participants had access to a panel discussion on proactively addressing healthcare disparities in local communities. This is the first installment of an ongoing series of panel discussions on this important topic. Visit 

 for additional background, resources and information for pharmacists and patients

 2020 Pharmacy of the Year Award. The award highlights the top pharmacies within the 

 Network of more than 4,000 independent community pharmacies that display excellence in patient care, community outreach, and innovative pharmacy practice.

 of the Year award runs through October 16th. Votes can be cast by visiting 

 – where videos highlighting the three finalists are posted. The annual award will be presented virtually on October 20th during a special presentation on ABLive.

The annual event, which convenes thousands of independent community pharmacies, moves to an immersive virtual environment on AmerisourceBergenLive.com

Good Neighbor Pharmacy Hosts First Virtual ThoughtSpot 2020 Conference & Trade Show

 (GNP) kicked off the first virtual ThoughtSpot, GNP’s annual independent community pharmacy conference and trade show.

®, Rich Tremonte, executive vice president and president of Community & Specialty Pharmacy at AmerisourceBergen and Brian Nightengale, PhD, RPh, president of GNP provided an update on how the organizations are helping independent pharmacies thrive during this time and key focus areas for the year ahead.

Now more than ever, patients are seeking local, personalized, and trusted care. The coronavirus disease 2019 (COVID-19) pandemic has forced many pharmacies to adapt to meet the needs of the community. With new challenges at the forefront, GNP is committed to supporting community pharmacists on the front lines.

Speaking to the value of GNP to its customers, Tremonte cited the JD Power 2020 US Pharmacy Study, in which GNP ranked No. 1 in Customer Satisfaction with Chain Drug Store Pharmacies for the fourth consecutive year. This achievement also marks the ninth time GNP has scored the top spot in the past 11 years. Now in its 12th year, the US Pharmacy Study measures customer satisfaction with brick-and-mortar and mail-order pharmacies. GNP ranked No. 1 in all 5 factors: pharmacist, nonpharmacist staff, store, cost competitiveness, and prescription ordering and filling process.

The study revealed that pharmacy operators are positioning and embracing themselves as hubs of consumer health care, driving higher overall satisfaction, and increased spending as they use more health and wellness-oriented services.

 In the wake of COVID-19, pharmacists are finding new ways to engage with patients, and GNP continues to support pharmacies in the ever-evolving health care climate as they look to diversify their businesses. 

“At Good Neighbor Pharmacy, we always have a finger on the pulse of the industry and are investing in services and solutions to help independent pharmacies thrive—not just in today’s environment, but in the future, too. Many of the trends and patient needs we predicted and subsequently invested in over the last few years have proven to be critical in the fight against COVID-19,” said Nightengale.

For smaller, independently owned pharmacies especially, it can be difficult to balance providing the high-touch, personalized patient care that community pharmacies are known for with all the other facets of operating a business. Nightengale pointed to GNP’s Elevate Provider Network as an example of how the organization can help.

“Certainly one of our biggest values that we provide is through our Elevate Provider Network, where we represent thousands of these independent pharmacies in negotiations with [pharmacy benefit managers] and payers,” he explained. Other areas of support include providing digital marketing guidance and front-end expertise. With GNP, independent pharmacies have access to the services and solutions that help them take advantage of these growth areas.

Tremonte noted that AmerisourceBergen has remained committed to the safety and security of the supply chain during the pandemic by working with manufacturers to stay on top of supply chain disruptions and shortages and by making ongoing investments in its distribution services and business continuity planning capabilities.

Tremonte explained how these investments have proven successful during the pandemic, particularly in regard to its business continuity.

“In the beginning of the pandemic, we actually had to close one of our distribution centers due to confirmed-cases of COVID-19 in the facility,” Tremonte said. “Putting our people first and shutting the facility down was an easy decision. What also gave us the confidence was knowing that we had made substantial investmensts in business continuitys across our network and through these investments, we were able to send orders to other distribution centers so our pharmacies were able to continue to get next-day deliveries.”

AmerisourceBergen has also hosted 8 customer town halls, in which company officials speak openly with customers to maintain a transparent exchange of information. Early on in the pandemic, GNP deployed a 

“If you’re a pharmacy, we really give you a 1-stop shop [on] our website [to make] it easy to get all the important information you need [including] updates because there are so many changing guidelines,” Tremonte said. 

Tremonte also mentioned the Fearless Pharmacy campaign, launched by AmerisourceBergen and GNP, which features independent pharmacies going above and beyond for their communities. These inspiring stories have been compiled and showcased on 

“From compounding hand sanitizer for first responders to hosting food and clothing drives for those in need, countless pharmacies are doing amazing work right now. Our Fearless Pharmacy compilation is by no means the limit. We’re going to continue highlighting the inspiring stories we hear from our customers, because they deserve all of the recognition we can give,” said Tremonte.

If anything has demonstrated the need and value of expanded access to community-based care, it’s been COVID-19. Knowing the challenges that COVID-19 has posed for patients, Nightengale also discussed how GNP can help pharmacies commit to patients in a meaningful way.

“[COVID-19] certainly has highlighted the need to have an omnichannel approach,” Nightengale said. “Digital expansion is something we’ll continue to invest in, [and] it’s certainly something we’re going to continue to advise and support our stores in adopting.”

As consumers’ openness to telehealth and alternative ways of engagement with health providers continues to increase amid the pandemic, local pharmacies will need to move in that direction to provide the same level of care through a multichannel approach. 

GNP also works with pharmacies to develop multichannel digital marketing solutions designed to reach patients online through social media, mobile technologies that allow patients to manage prescriptions from home, e-commerce platforms, and more.

“We are committed to working with our teams and members to expand our capabilities and broaden their horizons in the omnichannel approach,” Nightengale said.

With more restricted avenues for access to care, community pharmacies have become even more vital to serving marketplace needs—making it an important time to expand their clinical service offerings.

Just last week, the U.S. Department of Health and Human Services (HHS), through the Assistant Secretary for Health, issued guidance under the Public Readiness and Emergency Preparedness Act (PREP Act) to expand access to safe and effective COVID-19 vaccines when they are made available. This guidance authorizes state-licensed pharmacists to order and administer COVID-19 vaccinations to persons ages 3 or older, subject to certain requirements. With this move in the right direction, it allows pharmacists to provide added value and benefit to the health care market as a whole by opening up access to highly trained community practitioners. And with a growing shortage of primary care providers, especially in rural and underserved areas, community pharmacists are well-positioned to fill health care gaps. 

This new authorization preempts any state and local laws that prohibit or effectively prohibits those who satisfy these requirements from ordering or administering COVID-19 vaccines as set forth above. However, state and federal regulations and payment restrictions hold pharmacists back from practicing at the top of their license beyond COVID-19.

Acknowledging pharmacists as providers reinforces the value pharmacists bring to health care teams in emerging health care delivery models. Achieving provider status for pharmacists will make it easier for patients to have access to pharmacist-provided patient care services by specifically referencing pharmacists as providers as well as recognizing the value they bring to the health care team.

GNP continues to focus on leading advocacy efforts at the federal and state levels, targeting areas of payment reform and expanded scope of practice. Other valuable services such as expanded immunization services and point-of-care testing in the pharmacy can provide a huge benefit to the health care system.

“I think coming out of [COVID-19], the profession is united in really pushing harder for the pharmacist’s ability to provide point-of-care testing and screening and to make appropriate therapeutic decisions from that,” Nightengale said.

To best support independent pharmacies, Nightengale discussed key areas of focus for GNP.

“Where we’re focused in the year ahead is to continue the great momentum that we’ve had in expanding the utilization of our digital marketing programs,” he said. Continuing to invest in digital expansion is going to be key in helping independents grow in the ever-evolving market, especially to attract and retain a new generation of customers.

And as pharmacies continue to pivot their services to adapt, supporting business expansion beyond the traditional dispensing will be crucial to success.

“We partner and work closely with organizations like the Community Pharmacy Enhanced Services Network, CPESN,” Nightengale explained. “We encourage our pharmacies to join networks like that so we can open up contracts and performance-based services for payers that are provided by the pharmacies.”

Nightengale added that GNP also launched a pet meds program and is expanding its hospice solution.

“It falls in line with continuing to advocate and support our pharmacies to grow their business and to innovate beyond their traditional model so that they can participate in the future of health care and what the future of pharmacy looks like,” he concluded.

1. Good Neighbor Pharmacy receives “Highest in Customer Satisfaction with Chain Drug Store Pharmacies” from JD Power. News release. AmerisourceBergen. August 20, 2020. Accessed August 31, 2020. 

https://www.amerisourcebergen.com/newsroom/press-releases/good-neighbor-pharmacy-receives-2020-highest-in-customer-satisfaction

AmerisourceBergen and Good Neighbor Pharmacy (GNP) kicked off the first virtual ThoughtSpot, GNP’s annual independent community pharmacy conference and trade show.

Good Neighbor Pharmacy State of the Union

Independent pharmacists continue to serve their communities on the front lines amid the COVID-19 pandemic. In this video, 

 and AmerisourceBergen highlight fearless pharmacies working tirelessly to ensure patients are continuing to receive the care they need. 

To read more inspiring stories about fearless pharmacists, visit 

In this video, Good Neighbor Pharmacy and AmerisourceBergen feature fearless pharmacists working tirelessly on the front lines to serve their patients during the pandemic. 

AmerisourceBergen Thanks Fearless Pharmacies

A study presented at the virtual American Diabetes Association 80th Annual Scientific Sessions reported success in decreasing A1c levels in individuals living in New York City’s poverty areas through self-management support.

The study’s author, Jeffrey Gonzalez, PhD, professor of psychology and medicine at Albert Einstein College of Medicine and director of New York Regional Center for Diabetes Translation Research, explained New York City’s distinct socioeconomic layout, noting that the city bears huge disparities between rich and poor.

While Manhattan houses much of the affluent NYC population, South Bronx, as well as the border of Brooklyn and Queens, have the highest rates of poverty in the city. Gonzalez overlaid a poverty distribution map with another depicting areas with the highest diabetes prevalence, showing that NYC regions with the highest rates of poverty also show highest diabetes prevalence. Manhattan diabetes prevalence exists at a 4.1% to 8.9% rate, but rates in South Bronx and other impoverished areas were much higher at 13.6% 14.6%, according to the study. 

Not only are high poverty areas associated with prevalence of diabetes, those living with diabetes in these regions are also more likely to have poor glycemic control. Gonzalez presented a NYC map showing areas with poor A1c control, as well as a map that showed increased emergency department use and indicated the same poverty areas.

The study used NYC’s A1c registry, a resource that Gonzalez said was unique for such a large city, to identify individuals with poor A1c control. The study implemented self-management support initiatives in 2 randomized control arms: 1 arm received print resource materials and the other received telephonic intervention.

Demographic data of the 841 participants found a predominantly Latino and Black population, with the majority of participants able to speak Spanish. Sixty-nine percent were born outside of the United States, and 76% had household incomes of less than $20,000.

Only 14% of participants reported ever having any diabetes education prior to the study’s program.

Results of the study found the telephonic arm to be superior in A1c improvement. Additionally, those with A1c levels above 9% at baseline showed clinically significant improvements on the A1c scale.

Researchers also linked the participants to a statewide database that captures hospital discharges, evaluating 2 years prior to participation and 4 years post participation in the program. Individuals who received telephonic intervention showed lower all-cause hospitalizations and lower diabetes-related hospitalizations. But according to Gonzalez, these changes weren’t able to be attributed to improvement in A1c,  suggesting that "some benefits of telephonic self-management intervention may go beyond A1c control."

A follow up study incorporated diabetes distress and depression levels, which Gonzalez and researchers are continuing to assess. It evaluated another high poverty area in NYC through participation of 812 adults with A1c levels above 7.5. Participants were randomized to either receive print materials by mail, or print materials along with 6 to 12 tele-SMS calls, depending on their A1c and distress levels.

In this population, 7% reported receiving prior diabetes education. Seventy-eight percent spoke Spanish, and 87% identified as Hispanic or Latino, with similarly high poverty levels.

Participants were screened for distress and stratified according to their A1c levels and distress status. Although investigators are still working through their data analysis, Gonzalez reported the A1c was significantly improved in both study arms: a -0.8% drop in the telephonic arm and a -0.7% drop in the print only arm.

Data failed to reveal any difference in diabetes distress or depression, something that Gonzalez said might hint that there was some mismatch between the distress protocol and the needs of their patients.

The NYC DOH has decided to disseminate the study’s Care Calls telephonic approach in several ways. They have begun a pilot and feasibility study to train medical assistants in NYC Care Calls delivery. In the midst of the pandemic, they’re also conducting telephonic outreach to adults with chronic illness using the NYC Care Calls protocol, Gonzalez said.

The study intends pursue further augmentation to incorporate social determinants of health and stronger collaboration between health care providers and coaches.

Gonzalez JS. Translating Diabetes Self-Management Support to Reach Socioeconomically Disadvantaged Adults with Type 2 Diabetes. Presented at: American Diabetes Association 80th Annual Scientific Sessions; June 12-16; online.

ADA Scientific Sessions

In response to the study, the NYC Department of Health is pursuing large-scale implementation of this approach, targeting diabetes hot spots across the city through public health messaging, mailed print materials, and Care Calls.

NYC-Based Study Improves A1c Levels in Poverty Areas With High Diabetes Prevalence

New research presented virtually at the American Diabetes Association 80th Scientific Sessions determined key low-intensity initiatives that address disparities in diabetes management for African American and Hispanic children in the United States.

The study, presented by Ashley Butler, PhD, associate professor of pediatrics at Baylor College of Medicine and clinical psychologist at Texas Children’s Hospital, discussed the significant gaps in glycemic control among African American and Hispanic children compared with nonminority children. Butler, a behavioral scientist with expertise in health disparities research methods, stressed the prevalence of these gaps and their consequences.

“We have a focus within our organizations on preventing complications of diabetes,” Butler said in the presentation. “That’s because we know that if we don’t address these potential difficulties before they occur, the burden to families can be devastating and the health care costs are tremendous.”

According to study investigators, the 2 main considerations in considering diabetes management disparity are how long the child has had diabetes and when diabetes was diagnosed. Recent studies show disparities in glycemic control begin early for African American and Hispanic youth with type 1 diabetes—as early as 1 year from diagnosis. The data also point to the fact that these gaps persist; therefore, it’s important to intervene early, as disparities are worse for children who are diagnosed at 9 years or younger.

Butler stressed that more attention should be paid to less-intensive prevention strategies for African American and Hispanic children diagnosed with type 1 diabetes. Less-intensive prevention strategies are important for minority families, since the population is disproportionately positioned to experience challenges related to social determinants of health (SDOH).

“We are well aware that both African American and Hispanic youth in the US are overrepresented among those with lower socioeconomic status. And we know that there are particular socioeconomic conditions that are associated with economic status,” Butler said.

According to Butler, these SDOH include the following:

Butler provided real-life examples of these social determinants that exemplify unmet social needs relevant to diabetes outcomes in African American and Hispanic children For example, 1 parent expressed concern that she is unable to check her phone during work, making it difficult to be able to easily be contacted by her child’s school. Minority children are also less likely to have a written plan for managing their diabetes, and are even less likely to have a nurse at their school.

Butler pointed to 3 universal strategies for influencing diabetes outcomes in this population:

Social needs screening and resource linkage

Low-intensity social and behavioral support

Outreach events specifically tailored to this population, particularly children ages 5 to 10 years, have shown success through gauging the needs of families of children with diabetes. During these outreach programs, many families highlighted their interest in getting to know other families in their situation.

Personalized, written community resources that use inclusive language and images in their materials can also improve child health outcomes and reduce unmet social needs.

Low-intensity social and behavioral support is of particular significance for African American and Hispanic children with diabetes. SDOH often bleed into a family’s ability to attend supportive programs outside of regular medical appointments due to competing demands; when support is made more convenient, families are able to participate and improve their child’s diabetes management.

Convenience has recently taken the shape of telemedicine, and Butler similarly put forth the potential for telehealth resources to mitigate unmet social needs. Some initiatives have offered low-intensity at-home sessions, sometimes through videoconferencing of up to 5 families at 1 time. However, it is also important to consider ease of access to these resources, as socioeconomic status also can affect a child’s access to broadband and online resources.

“There really is a need to develop and implement low-intensity strategies for minority youth, particularly those who are newly diagnosed as well as families of younger children, and that multidisciplinary teams can use their expertise and innovation to implement…tailored community outreach, social needs screening and personalized resources, as well as behavioral interventions that can be assessed while the families are at home.”

Butler AM. Community and Family Based Strategies to Improve Type 1 Diabetes Management in African American and Latino School-Aged Children. Presented at: American Diabetes Association 80thAnnual Scientific Sessions, June 12-16; online.

“We know that if we don’t address these potential difficulties before they occur, the burden to families can be devastating and the health care costs are tremendous.”

Addressing Diabetes Management Disparities in Minority Children 

In a session presented virtually at the American Diabetes Association (ADA) 80th Scientific Sessions, researchers from Pack Health determined that individuals with diabetes who have participated in a digital Diabetes Self-Management Support (DSMS) program displayed significant improvements in managing their diabetes.

The study, led by Dhiren Patel, PharmD, CDE, BC-ADM, reported improvements in physical health, medication adherence, stress, and body mass index (BMI) through the implementation of a digital delivery support system.

Diabetes support systems are meant to help patients implement and sustain certain skills and behaviors important for self-managing diabetes on an ongoing basis, and normally can be provided within a clinical or community setting. Often, though, certain barriers hinder attendance: logistical or financial issues such as timing and transportation, or medical issues such as pre-existing co-morbidities and disabilities. According to the investigators, a digital delivery system can help mitigate these issues.

The study enrolled a total of 1349 participants with A1c levels less than 9% in a 12-week digital DSMS program. Upon completion of the program, the participants were asked to wait for 3 months to gather conclusive data.

Participants were recruited by partner health plans, health systems, or employers and other partners, such as patient advocacy or CME organizations, and were enrolled through Pack Health registration forms and assigned a specific Health Advisor.

Of the 843 participants who completed and provided baseline and 3-month results, 44% were male and 66% were female. The average age within the sample was 53, and 15% lived in rural areas. Other demographics consisted of race, ethnicity, marital status, insurance coverage, and employment status. These demographics were included to understand mediators and moderators that may need to change in future studies.

The study results discovered that, across all A1c categories, patients exhibited improved physical health and medicine adherence, as well as decreased stress and BMI. In A1c categories where levels were at or above 7%, the study saw a decrease in A1c levels at month 3 compared to enrollment; this pattern was consistent with elevated A1c categories throughout the study.

Based on this data, the research group communicated that digital delivery support systems are capable of helping patients with managing their diabetes. However, to gain insights on the sustained impact that these systems have on patients, Patel asserted that future studies should expand the timeframe beyond the allotted 3-month period.

A study presented at the American Diabetes Association 80th Annual Scientific Sessions examined the impact of digital Diabetes Self-Management Support systems. 

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