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Chapter 7: Role of Technology in Community Pharmacy

Lance Thompson; Vanessa Brown; Will Douglas

INTRODUCTION

Learning Objectives

  1. Describe the types of technology utilized in the community pharmacy setting.

  2. Discuss how technology can be used to optimize community pharmacy operations and patient care.

  3. Explain the use of technology solutions to address problems in the community pharmacy setting.

Setting the Scene

The profession of pharmacy has come a long way since the days of herbalist healers in ancient Babylon. Remedies for all sorts of maladies that were once inscribed onto clay tablets are now prescribed entirely digital. Many processes that were paper-based even a decade ago are now done online. In the past, concerns about HIPAA and other regulations, while legitimate, slowed the development of new technology in pharmacy. However, current market forces, including the COVID-19 pandemic, and patient demand have led to a flourishing environment for new technology solutions within community pharmacy.

We will discuss specific tools and programs and highlight their uses to address problems or inefficiencies seen in the community pharmacy setting. As you read about the different tools, remember that technology should never replace your clinical expertise. Technology exists to assist you, not replace you. Many of the tools discussed in this chapter provide increased time for pharmacists to focus on soft skills. It is your responsibility to harness these tools to improve patient care and improve your pharmacy operations.

HOW DOES TECHNOLOGY HELP PATIENTS?

Patient demand for convenience has driven many of the advances in technology for pharmacy. For example, within the last few years, pharmacy software programs have developed capabilities for pharmacists to converse with patients via text directly from the software. Fifteen years ago, most in our profession would have thought this impossible due to Health Insurance Portability and Accountability Act of 1996 (HIPAA) regulations and technology limitations, but the best solutions found a way. This is a common theme with any technological development; if the market demands it, the solution will eventually develop.

Let’s discuss some of the prominent technological developments that help patients:

  • Online and Mobile Application-based Refills

    • These methods solve problems for both patients and providers by streamlining refill requests. This reduces phone calls which is a huge benefit to pharmacy staff.

  • Communication Tools

    • Text messaging and reminders

      • Many patients can now text their pharmacists directly. This, combined with automated refill and pickup reminders, provides a convenient way for patients to stay connected and compliant.

    • Telepharmacy and video-based counseling

      • In 2020, many pharmacies quickly adapted to using new tools to fulfill their clinical responsibilities while adhering to SARS-CoV-2 and Coronavirus 2019 (COVID-19) precautions and regulations. One such way was utilizing video-based counseling tools for patients who had their medications delivered to their homes. There are several different options for this, including telepharmacy built into pharmacy software programs. The benefit is they replicate the traditional face-to-face counseling interaction but allow patients to do so from wherever they choose.

  • Scheduling Platforms

    • During the ...

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