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Simple Changes Reap Big Rewards
Simple Changes Reap Big Re\Nards This Michigan pharmacist changed his practice to focus on patient care. by Marlene Z. Bloom
ot every effort to change the way a pharmacist practices must involve a major renovation, overhaul of workflow, or addition of new staff. Joe Howell, owner of Dowagiac Pharmacy in Dowagiac, Mich., a town of 7,000, has made some simple, inexpensive changes in his pharmacy that have reaped big rewards in patient care, pharmacy practice, and professional satisfaction. Three years ago, Howell, who had been practicing phannacy for more than 25 years, became increasingly uneasy with the environment in which he was practicing: competitors who emphasized discount pricing, closed contracts that took away many of his longtime patients, and the increasing push to sell non-health-related items to help with the bottom line. He felt he needed a new way to look at phannacy and his own practice. Howell read about pharmacies that were focusing on patient care and signed up for continuing education programs about diseases and patient education. He began saving articles, pamphlets, and videos for his patients to show them that his major focus was on patient education and disease management. Slowly, he began to change his practice. As part of this switch, he started giving free blood pressure checks and demonstrations on blood glucose testing, and he created an extensive section of home diagnostic products in his pharmacy. Next, Howell decided that he needed a patient counseling area, but something simple-and affordable. At a discount store, he found a computer table for $160. He put it next to one of the pharmacy computers so that he could talk face-toface with his patients while he pulled up information about their drugs and conditions. He also began asking most patients the following questions about their medications: "What drugs are you taking? Why are you taking them? Are you having any problems or side effects?"
N
AMERICAN PHARMACY
Joe Howell, owner of Dowagiac Pharmacy in Dowagiac, Mich., set up a comfortable and affordable consultation area. Patients are given free blood pressure checks there. An old magazine rack holds information, brochures, and videos for patient education.
Technicians, meanwhile, used another computer-in the back of the pharmacy-to process prescription orders. Howell personally checks all prescription orders. He later added some used office partitions to give patients more privacy when he was counseling. A recycled magazine rack holds counseling materials and patient videos. "For most pharmacists, it's difficult to change their mindset-to step out from behind the counter," Howell admits. "But since I stepped out, I haven't stepped back." The six months since Howell refocused his practice on patient care have been gratifying. And he has received a financial reward: the number of prescription orders processed by his pharmacy has increased 15% over the number for the same six-month period last year. Patients say that they August 1995
Vol. NS35, No.8
are happier with services he is giving and are telling their friends and family about his pharmacy. His only "advertising" has been through word of mouth. Howell is not bothered by the fact that he has received no additional payment for his consultation services. "I know that, eventually, I will be compensated for my services," he says.
An Additional Step Because Howell knows the importance of working toward compensation for pharmacists' services, he has recently taken the additional step of signing up with PharmCare, a Texas company that promotes pharmaceutical care. It offers pharmacists software to document the services provided to patients. Howell thinks that this software and the training he receives will be well worth the $6,000 overall investment. "You'll have to be a member of some kind of pharmaceutical care model for third party payers to recognize you and pay you," Howell says. "The biggest stumbling block is that third parties want to be assured that the services will be performed and documented."
Technicians can help patients with instructions on using home test equipment. Here, a patient is receiving instruction on blood glucose monitoring.
Dowagiac Pharmacy For more information, contact: Joe Howell Dowagiac Pharmacy 223 S. Front St.
Marlene Z. Bloom is editor, American Pharmacy.
Dowagiac, MI 49047 Phone: (616) 782-8900 Fax: (616) 782-9851
Pharmacists Know Mack's • • • because their custoR1ers confess: UI use them personally, and prescribe them!"
"You saved my marriage!" Snoring Sufferer, Terri W Ft. Wayne, INO
Robert A. M.D. Seattle, WA
"I can swim again!" OTITIS Patient April O. Salt Lake City, UT
Ray Benner Detroit Symphony Circa 1978
DEVELOPED BY A SYMPHONY ORCHESTRA MUSICIAN, MACK'S are the original silicone earplugs used nationwide for OTITIS prevention, post-surgery, noise etc. AVAILABLE OVER NITETOALL PHARMACIES! If not already familiar with MACK'S, for a FREE (pharmacists only) sample contact:
Vol. NS35, No.8
August 1995
tf!l
CK'S®
Pillow Soft·
EARPLUGS McKeon Products. Inc. P.O. Box 69009 Dept. E Pleasant Ridge. MI 48069-0009 (810) 548-7560
AMERICAN PHARMACY
ot every effort to change the way a pharmacist practices must involve a major renovation, overhaul of workflow, or addition of new staff. Joe Howell, owner of Dowagiac Pharmacy in Dowagiac, Mich., a town of 7,000, has made some simple, inexpensive changes in his pharmacy that have reaped big rewards in patient care, pharmacy practice, and professional satisfaction. Three years ago, Howell, who had been practicing phannacy for more than 25 years, became increasingly uneasy with the environment in which he was practicing: competitors who emphasized discount pricing, closed contracts that took away many of his longtime patients, and the increasing push to sell non-health-related items to help with the bottom line. He felt he needed a new way to look at phannacy and his own practice. Howell read about pharmacies that were focusing on patient care and signed up for continuing education programs about diseases and patient education. He began saving articles, pamphlets, and videos for his patients to show them that his major focus was on patient education and disease management. Slowly, he began to change his practice. As part of this switch, he started giving free blood pressure checks and demonstrations on blood glucose testing, and he created an extensive section of home diagnostic products in his pharmacy. Next, Howell decided that he needed a patient counseling area, but something simple-and affordable. At a discount store, he found a computer table for $160. He put it next to one of the pharmacy computers so that he could talk face-toface with his patients while he pulled up information about their drugs and conditions. He also began asking most patients the following questions about their medications: "What drugs are you taking? Why are you taking them? Are you having any problems or side effects?"
N
AMERICAN PHARMACY
Joe Howell, owner of Dowagiac Pharmacy in Dowagiac, Mich., set up a comfortable and affordable consultation area. Patients are given free blood pressure checks there. An old magazine rack holds information, brochures, and videos for patient education.
Technicians, meanwhile, used another computer-in the back of the pharmacy-to process prescription orders. Howell personally checks all prescription orders. He later added some used office partitions to give patients more privacy when he was counseling. A recycled magazine rack holds counseling materials and patient videos. "For most pharmacists, it's difficult to change their mindset-to step out from behind the counter," Howell admits. "But since I stepped out, I haven't stepped back." The six months since Howell refocused his practice on patient care have been gratifying. And he has received a financial reward: the number of prescription orders processed by his pharmacy has increased 15% over the number for the same six-month period last year. Patients say that they August 1995
Vol. NS35, No.8
are happier with services he is giving and are telling their friends and family about his pharmacy. His only "advertising" has been through word of mouth. Howell is not bothered by the fact that he has received no additional payment for his consultation services. "I know that, eventually, I will be compensated for my services," he says.
An Additional Step Because Howell knows the importance of working toward compensation for pharmacists' services, he has recently taken the additional step of signing up with PharmCare, a Texas company that promotes pharmaceutical care. It offers pharmacists software to document the services provided to patients. Howell thinks that this software and the training he receives will be well worth the $6,000 overall investment. "You'll have to be a member of some kind of pharmaceutical care model for third party payers to recognize you and pay you," Howell says. "The biggest stumbling block is that third parties want to be assured that the services will be performed and documented."
Technicians can help patients with instructions on using home test equipment. Here, a patient is receiving instruction on blood glucose monitoring.
Dowagiac Pharmacy For more information, contact: Joe Howell Dowagiac Pharmacy 223 S. Front St.
Marlene Z. Bloom is editor, American Pharmacy.
Dowagiac, MI 49047 Phone: (616) 782-8900 Fax: (616) 782-9851
Pharmacists Know Mack's • • • because their custoR1ers confess: UI use them personally, and prescribe them!"
"You saved my marriage!" Snoring Sufferer, Terri W Ft. Wayne, INO
Robert A. M.D. Seattle, WA
"I can swim again!" OTITIS Patient April O. Salt Lake City, UT
Ray Benner Detroit Symphony Circa 1978
DEVELOPED BY A SYMPHONY ORCHESTRA MUSICIAN, MACK'S are the original silicone earplugs used nationwide for OTITIS prevention, post-surgery, noise etc. AVAILABLE OVER NITETOALL PHARMACIES! If not already familiar with MACK'S, for a FREE (pharmacists only) sample contact:
Vol. NS35, No.8
August 1995
tf!l
CK'S®
Pillow Soft·
EARPLUGS McKeon Products. Inc. P.O. Box 69009 Dept. E Pleasant Ridge. MI 48069-0009 (810) 548-7560
AMERICAN PHARMACY