Leveraging Technology in Clinical Services for Pharmacy Sustainability

Independent community pharmacies are currently navigating a significant transition, moving from a commodity-based, script-volume-focused business model to a service-based model centered on patient outcomes. Blair Thielemier, PharmD, EQUIPP customer success manager at PQS by Innovaccer, outlined how modern technology can bridge the gap between clinical intent and actual profitability.

Overcoming the Barriers to Clinical Services

For many pharmacy owners, the transition to clinical services is hindered by 2 primary objections: the belief that these services do not pay enough for the time required, and the concern that they disrupt the existing dispensing workflow. However, the key to success lies in diversifying revenue streams through smarter integration, rather than simply increasing manual effort.

By shifting their focus to service-based lines of business, pharmacies can unlock new doors for profitability, particularly as the industry moves toward value-based care and population health models.

Workflow Overlay Technology

The centerpiece of a modern clinical strategy is the use of an intelligent assistant or workflow overlay. Unlike traditional systems that require portal hopping—logging into multiple disparate sites to check for patient opportunities—new tools such as the EQUIPP Copilot run quietly in the background of an existing pharmacy management system.

• The technology identifies patient-specific clinical and quality opportunities the moment a name and date of birth match is detected during the standard dispensing process.
• By delivering alerts directly within the fill screen, pharmacists can document interventions without leaving their primary workflow.
• Pharmacies utilizing this integrated approach have reported documentation rates roughly 4 times higher than those without it, describing the resulting time savings as astronomical.

Understanding the Revenue Buckets

To maximize profitability, pharmacies must distinguish between 2 primary categories of revenue-generating clinical opportunities, as follows:

1. Quality programs: These are based on population health and star ratings (eg, statin use in diabetes). These programs focus on performance percentages across a patient base.
2. Enhanced service programs: These are fee-for-service opportunities, such as Longitudinal Adherence Monitoring or controlling blood pressure readings.

In 2026, approximately $200 million is projected to be set aside specifically for independent community pharmacies to act on these measures. Utilizing a scoreboard approach allows teams to track these dollar-value opportunities and set measurable revenue goals.

Empowering the Pharmacy Team

Clinical success is not solely the responsibility of the pharmacist. Support staff, particularly pharmacy technicians, are often the biggest advocates for these tools. When alerts are visible at every workstation—from processing to point of sale—technicians can take a lead role in identifying gaps in care.

For example, a technician at the register can see an alert for a missing blood pressure reading and perform the check while the patient waits for their prescription, capturing revenue that would otherwise be missed. This proactive approach leverages the patient relationship and ensures the pharmacy is compensated for the expertise it provides.

The infrastructure for a high-performance, service-based pharmacy model is no longer theoretical; it is currently live and accessible. By implementing technology that minimizes workflow friction and maximizes the value of every patient interaction, pharmacies can ensure they remain the most accessible health care providers in their communities while securing their financial future.