Through the use of artificial intelligence (AI), micro-fulfillment centres (MFCs), and omnichannel care, retail front desks like Walgreens are streamlining the future of pharmacies and streamlining their patient-focused focus.
“The pharmacy is really at a turning point,” said Rick Gates, Walgreens Chief Pharmacy Officer. Drug Topics. “We're honestly focused on modernizing our models over the long term. That means investing in the next generation of pharmacies. It's both people and infrastructure, but we're actually rethinking how we operate.”
Gate touched on how AI, microfullment centres, and omnichannel care connects with patients before entering the pharmacy. | Image credit: pkproject/stock.adobe.com
From pharmacists and pharmacy technicians to new technologies and modernization processes, Gates discussed ongoing developments at Walgreens and how they ask the key questions needed to run a sustainable pharmacy business.
Read part 3 of our interview with Gates and look forward to a full-length conversation we post on our Counter Podcast Channel this Thursday afternoon.
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Drug Topics: With new technologies like AI, there is a lot of consultation surrounding innovation and modernization within pharmacy practices. Can you explain what this looks like now?
Rick Gates: I've been at the pharmacy for 30 years, but over time, pharmacies have not evolved as quickly as they need to. But the pharmacy is really at a turning point. We are honestly focused on modernizing our models over the long term. That means investing in the next generation of pharmacies. It's both people and infrastructure, but it's actually rethinking how we operate. At Walgreens, we look at how we modernize our pharmacies and ask three questions. One is how teams can be more efficient so that they can provide more care to their patients and communities. The second question is how to design scalable clinical programs that support chronic care management while promoting sustainable growth. Third, and perhaps most importantly, is how to raise the role of pharmacists, and truly strengthen their view of them as a rewarding long-term career path to truly helping them with some of the personnel challenges we had.
Here are some examples of those three hits. The first is AI. When you think about AI, you use it for simple things. How can I use the data in my store to optimize store operations to streamline processes such as inventory management, staffing, and prescription fulfillment? We also use our data to better engage our customers by identifying gaps in care and more. An example of a patient is that vaccine deadlines may occur. They are eligible for insurance screening that allows patients to either not restock their medication at the right speed or that they can line up and have related conversations when they are in the store. Data really helps to trigger the system, helping patients receive personalized outreach via email, phone and app notifications and stay on track with their healthcare plans. I think it's a useful way to leverage data and use AI to optimize the backend of what you're doing.
Beyond AI, we invest a lot in infrastructure, and one of those important things is the Microfullment Centre (MFC). It really directly addresses workload concerns we have with our store team members. But in reality, I learned a lot from the MFC rollout. Our team members [who] MFCS-supported store work spends less time filling prescriptions and more time on direct patient care. These are like drug therapy management, adherence support, so they remain drug therapy and run vaccines and health screenings. All of these are extremely important to strengthen the health of the community we are in. Another thing about MFCS is that it really helps eliminate daily tasks and excess inventory from the pharmacy to increase efficiency. It really creates a better environment for healthcare workers and where they want to work. I like to put some data behind it. Previously, MFCs have generated around $500 million in savings by reducing excess inventory and increasing efficiency. As my own pharmacist, I think the most important thing is that these stores supported by our microfilment sites are administering 40% more vaccines than stores not supported by our microfilment sites. It really impacts directly on patient care what we do.
The last example I give you is that we really need to watch the Omni Channel and meet our customers where they are. I think it's that you hear a lot, people go mail orders, or go to different areas. We really have an omnichannel experience and we are looking at something like digital check-in to improve our store experience. We optimize home delivery for patients who may want to do so, even if there is very little from home delivery or virtual care. We're just trying to understand what consumers are looking for, and then we're investing in what they really want to do with their pharmacies and Walgreens more often.
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