Prescription Pick-up Technology: An Opportunity for Improved Workflow and Customer Satisfaction
Independent pharmacies are navigating an increasingly complex landscape, rising prescription volume, tighter labor resources, and growing patient expectations for speed and convenience. In this environment, the will-call area, often overlooked, has become one of the most critical bottlenecks in the pharmacy workflow. That is why prescription pick-up technologies are quickly moving from niche innovations to essential operational tools.
This concept is not new. I saw my first pick-to-light system back in 2004. But for some reason, the company behind that product did not focus on retail pharmacy. But, with new companies brining improved technology it seems the time has come for pharmacies to take advantage of them.
Two years ago, after moving to the Salt Lake metro area, I met the team at Suncrest Solutions in Orem, Utah. Suncrest had recently acquired the RxMedic pick-to-light system, formerly part of Smith Technologies and was making a splash in the marketplace by taking it to several industry shows.
Founder and CEO Joel Flaker’s earlier work developing a light-based will-call system gave him a clear understanding of the challenges pharmacies face at the pick-up counter and how to streamline the workflow. By integrating LED lights directly into the hanging prescription bag handles and enhancing the underlying technology, his new system, now branded as the HangRx system, quickly gained traction among independent pharmacies.
To understand the benefit, I spoke with Nic Smith, PharmD, owner of Smith Pharmacy in Little Chute, Wisconsin. Smith previously used the legacy RxMedic system and was among the first to adopt Suncrest’s upgraded HangRx version. His pharmacy fills several thousand prescriptions a day and employs 14 pharmacists, making speed and accuracy essential.
Before adopting a pick-to-light system Smith’s team often spent time searching for misfiled prescriptions. “Looking for misfiled prescriptions is embarrassing,” Smith noted. “It does not give patients the professional image we work hard to maintain.” With HangRx, each bag’s handle illuminates instantly in one of several colors when pinged by his POS. Thus, making retrieval fast and accurate. Staff also no longer needs to file alphabetically, which reduces time spent in the will-call area and significantly cuts down on errors.
Most pharmacies can complete the installation themselves. Training takes about 30 minutes, and the LED-enabled bags fit onto existing racks. And, HangRx integrates with nearly all pharmacy systems. Still, Flacker adds, Suncrest is able to provide on-site support for more elaborate or custom setups.
Smith likes that customers are impressed as the bags light up in different colors. He says it just seems to make things nicer for all involved. But the real benefit is the system paid for itself by the end of the second full month of operation.
Tammy Clark, PharmD, is the manager and Pharmacist-in-Charge (PIC) of Peterson Pharmacy in Hillsboro, Wisconsin. Clark manages this location for OneroRx, a regional chain of about 70 pharmacies in the Mid-west. Several of their locations use the PharmaSelf24 prescription pick-up kiosk and others have already been ordered.
Peterson Pharmacy is in a small rural community with short operating hours (8:30 AM to 5:30 PM, Monday–Friday) and closed on weekends and holidays. Many Hillsboro residents commute 20–30 miles each way for work, which makes it hard for them to pick up their medications during business hours.
This made Peterson Pharmacy a perfect candidate for the PharmaSelf24. A key feature of her store’s entrance is the pharmacies double door entrance vestibule. The kiosk was placed so that it can be loaded from inside the pharmacy while the patient pick-up portal is situated in the vestibule where patients are protected from the weather.
Clark says that considering the kiosk was only installed a few months ago she is pleased with how well it has been received. Customers appreciate the convenience of the impressive looking unit, and prescription pick-up rates increase each month. Clark has seen current patients transfer prescriptions back in-to her as they now realize they can pick them up closer to home rather than in a neighboring town. And, she is pleased to see new patients coming to her and taking advantage of the system as well.
Clark says an important task is helping patients download the PharmaSelf24 and Nimble Rx apps. She says the PharmaSelf24 unit texts a patient when their script is ready and provides a unique PIN to access their medication. It also allows them to pay on their smart-phone. Or, they can choose to utilize the Nimble app, which also allows them to pay on their smartphone and provides a few other unique features. Clark says the two systems work well together, and that once her team provides a little coaching, patients appreciate the convenience.
Tom Oden, CEO for Lansworth Pharma SelfServe, shared that the kiosks are manufactured in Italy. The global footprint is strong, with more than 1,000 units operating across a dozen countries, giving U.S. pharmacies confidence in its reliability.
Further, Lansworth’s roots in ATM distribution and self-service banking solutions provide greater trust in the installation process. PharmaSelf24 is currently offered in two models—the Compact and the Multi. Both are typically installed through a pharmacy wall, but other configurations can be accommodated.
Oden added that the company continues to leverage its strengths in through-the-wall technology as it expands into pharmacy. They have installed, or contracted for over 40 units. With installations now in places where others can view he says interest in the kiosk is growing nationwide.
Oden noted that while many states have authorized the PharmaSelf24, there are some that still do not. For readers with questions about their state’s pharmacy board regulations on Automated Drug Distribution Systems (ADDS), Lansworth’s team can provide help. Once the board understands how the units work, and the value of prescription pickup technology provides to patients, they are more likely to allow the PharmaSelf24 to be used.
Incorporating a modern, state-of-the-art solution that improves the pick-up process just might be the next big opportunity for pharmacies. Maybe the time has come for you to take a good hard look at the benefits. Both pharmacists I spoke with for this article say they are glad they did, and furthermore, they say the ROI is good.
By: Bruce Kneeland
Independent Pharmacy Marketing Specialist
Host of the Pharmacy Crossroads Podcast: Listen here: www.pharmacycrossroads.podbean.com
