Pharmacies in the community embrace digital innovation to boost patient accessibility
In a bold move to enhance patient care and navigation, CVS Health is leveraging artificial intelligence (AI) and chat functionality, while also implementing a dynamic workshare model that allows certain pharmacy workflows to be completed virtually and by a team in a neighboring store or centrally, varying by state.
This remote work setup ensures and increases patients' access to local, convenient pharmacy care and allows CVS to maintain hours of operation where it would otherwise not be feasible.
Meanwhile, community pharmacies in underserved rural areas are embracing technology to improve patient care and access. Key ways they are doing this include:
- Point-of-Care Testing (POCT): Pharmacists perform on-site testing for various conditions, allowing immediate screening and intervention without needing a physician visit. This is crucial in rural areas with scarce medical facilities. POCT helps close care gaps by offering accessible diagnostic services directly at the pharmacy, leveraging pharmacists’ comprehensive view of patients' medication histories and health needs.
- Telepharmacy Services: Telepharmacy extends pharmacist services through remote consultations, medication counseling, and prescription verification, especially important in "pharmacy deserts" where physical pharmacies are limited.
- Digital Health Technologies and Mobile Health Applications: Community pharmacies integrate digital tools such as electronic health records and mobile apps to better manage patient data, coordinate care, and enhance communication.
- Immunization Services Supported by Technology: Rural pharmacies efficiently deliver vaccines, such as pneumococcal vaccines, aligning with clinical guidelines in part due to enhanced access to up-to-date digital information and streamlined vaccine tracking systems.
- Support for Telehealth Prescriptions: Pharmacies integrate with telehealth systems to fill prescriptions resulting from remote consultations.
In a notable development, the University of Pittsburgh Medical Center (UPMC) operates 14 retail pharmacies, many of which are attached to hospitals. UPMC Enterprises has developed an AI-powered virtual assistant and customer relationship management platform called Rx Express. Rx Express sends automatic follow-ups for prescription refills and to check medication adherence. It is designed to lower readmissions by integrating pharmacy support directly into the discharge process for patients.
Moreover, Rx Express serves about 60,000 patients across 12 pharmacies. Spoken Rx, a digital solution, allows patients with visual impairments to hear prescription information spoken aloud via RFID technology.
Telepharmacy is also being explored by CVS to ensure patients have convenient access to pharmacy care in areas where it is scarce. CVS's licensed pharmacists perform tasks remotely, including verifying prescriptions, conducting safety checks, and performing patient consultations.
Pharmacies are expanding services to include point-of-care and test-to-treat initiatives for various diseases. Cloud-based technology enables automation in healthcare workflows, resulting in a more consistent and efficient process. CVS is using robotics, automation, machine learning, and AI for dynamic workload sharing across its more than 9,000 stores.
In conclusion, community pharmacies are transforming into vital healthcare hubs, leveraging technology to bridge critical healthcare gaps in rural areas. While infrastructure and digital divide challenges remain significant barriers to maximize their potential, these advancements are revolutionising the way healthcare is delivered in underserved communities.
References: [1] American Pharmacists Association (APhA). (2021). Community Pharmacy Practice Models. Retrieved from https://www.pharmacist.com/article/community-pharmacy-practice-models
[2] National Rural Health Association (NRHA). (2021). Telepharmacy Services. Retrieved from https://www.ruralhealthweb.org/resource/telepharmacy-services/
[3] National Community Pharmacists Association (NCPA). (2021). Community Pharmacy Services. Retrieved from https://www.ncpa.org/resources/community-pharmacy-services
[4] National Alliance of State Pharmacy Associations (NASPA). (2021). Telepharmacy in the 50 States. Retrieved from https://www.naspa-rx.org/telepharmacy/
[5] American Journal of Managed Care. (2020). The Role of Telepharmacy in Rural Health Care. Retrieved from https://www.ajmc.com/view/the-role-of-telepharmacy-in-rural-health-care
- Incorporating artificial intelligence into patient care, like the University of Pittsburgh Medical Center's Rx Express platform, demonstrates how science and technology can contribute significantly to mental health and overall health-and-wellness by improving medication adherence, reducing readmissions, and enhancing pharmacy services in rural areas.
- As community pharmacies embrace technology for health-and-wellness solutions, such as telepharmacy, point-of-care testing, digital health technologies, and test-to-treat initiatives, the role of artificial intelligence, particularly in automation and robotics, becomes increasingly vital for mental-health support and efficient healthcare delivery in underserved communities, ultimately bridging critical care gaps.
