Software focused on long-term engagements

Our Engage pharmacy teams' primary responsibilities are to ensure our patients are regularly contacted, adherent to their medications and have their prescriptions delivered on time. Out of our discovery sessions, we learned we had to give each pharmacy team member not only the right tools and flexibility of how to prioritize their workload, but also to give them better insights into that workload to make informed decisions. We came up with several new proposals to test. "Triage at-a-glance" was a guiding principal that led to a few key UI element such as indicator icons for each patient and a new categorical score, indicating risk and complexity of a patient. Convenient mini-dashboard buttons allowed quick filtering of patients based on real-time data.

Another opportunity to improve their experience was centered around the challenge the pharmacy team members had of not knowing what has changed with a particular patient before reaching out. To help with this, we proposed a few new elements. 1) a timeline of all engagements with that patient, whether a text, email, assessment, phone call (transcribed), payment request or calendar invite. The scrollable timeline would also show future engagements, such as appointments giving a quick read of all engagements since their last reachout 2) we implemented a shortcut EMR button that would pass along log-in credentials and user info into many different EMR systems the teams need to login to. This drastically reduced time and errors by automating a lot of the steps 3) Notes and logs are persistent on the screen where logs would automatically store any edits, deletions, or updates with the patients profile.

An extremely powerful user interaction is the clinical overview page where the pharmacists can look into the history of a patient's clinical indicators with a new click through feature. The timeline of engagements will now appear below indicating what happened to influence a change in the patient's data at a particular point in time. This gives the pharmacy team great insights to see which interventions or engagements had an impact on the patient's health.

Software focused on medication adherence 

Our Adhere pharmacy teams' primary responsibilities are to ensure a 5 star rating across the board on the chronic condtions we monitor by working with patients from many payers to ensure their patient populations stay adherent to their medication. What we discovered as primary challenges for the team were speed and efficiency coupled with too many opportunities for errors. The key to the patient list is organization with sorting and filtering of key data points, such as PDC. This lets a pharmacy team member scrub through all the data to figure out how to prioritize and quickly work patients.

The previous software used by the team was confusing and complicated resulting in many errors due to several manual steps and redundant questioning. After testing with the team, we were able to deliver a robust solution built around conditional questioning. This solution only showed answers that were relevant then presented a new question based on the previous answer. This not only sped up the process of working a patient, but reduced errors. Our questions and answers were prepopulated with data to ensure accuracy. Ex. Will Walgreens fill Atorvastatin for Sam Richland? Another feature we implemented was a just in time interface for faster answers. For example if the question was Will Walgreens... we displayed address, store #, phone, fax, etc for that store. If the question was Will PCP...we displayed clinic, physician, phone, fax, etc.for that physician, all as needed. One area for improvement would be to add some additional questions/answers to cover the many edge cases that have been surfacing.

The flexibility of multiple filters allows team to quickly narrow their list based on their own priorities. An example is how they like to filter Next Step of Call Pharmacy and perform those tasks early in the morning in order to give ample time for the 3rd party pharmacies to call back. One enhancement that would be helpful is to add the ability to save multiple filters per user.

Chat history

The texting/chat application felt clunky and unnecessarily busy. The goal was to clean up the interface and make it more pleasing to look at.

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