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Telepharmacy in a health maintenance organization
Troy Stubbings1, Chad Miller, Tammy L Humphries
1Clinical Pharmacy Call Center, Department of Pharmacy, Kaiser Permanente Colorado Region, Aurora, CO 80014, USA. stubbings@kp.org
Summary
A telepharmacy service improved patient care and reduced costs by addressing medication questions. This clinical pharmacy call center (CPCC) handles numerous calls daily, aiding members and enhancing drug therapy quality.
Area of Science:
- Pharmacy Practice
- Health Services Research
- Telehealth
Background:
- A health maintenance organization established a clinical pharmacy call center (CPCC) in 1996.
- An audit revealed drug therapy questions were the third most common call type.
Purpose of the Study:
- To describe the telepharmacy service at Kaiser Permanente Colorado Region.
- To improve patient care and reduce costs through medication-related support.
Main Methods:
- The CPCC utilizes telephonic and electronic communication.
- Pharmacists collaborate with physicians, nurses, and other healthcare professionals.
- Interactions are documented in an electronic medical record.
Main Results:
- The CPCC handles approximately 1200 calls daily.
- Over 40,000 new members have been assisted with health plan transitions since 2000.
- Significant cost savings have been achieved.
Conclusions:
- The CPCC effectively uses telepharmacy to reduce costs.
- The service enhances the quality of patient care through medication support.
- Collaboration is key to the CPCC's success.