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Related Experiment Video

Updated: Jan 20, 2026

The Participant-Reported Implementation Update and Score PRIUS: A Novel Method for Capturing Implementation-Related Data Over Time

The Participant-Reported Implementation Update and Score PRIUS: A Novel Method for Capturing Implementation-Related Data Over Time

Published on: February 19, 2021

Implementation of a centralized mail-order pharmacy service.

Ashley M Kappenman¹, Russell Ragsdale², Matthew H Rim¹

¹Pharmacy Ambulatory Clinical Care Center, University of Utah Health, Murray, UT.

American Journal of Health-System Pharmacy : AJHP : Official Journal of the American Society of Health-System Pharmacists

|August 17, 2019

Summary

Centralizing mail-order pharmacy services improved efficiency and patient care. This initiative reduced prescription filling time by nearly 50% and enhanced communication, benefiting patients and staff.

Keywords:

call center labor efficiency mail order pharmacy standardization

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Area of Science:

Healthcare Management
Pharmacy Operations

Background:

Decentralized mail-order pharmacy services lacked standardized processes.
Existing infrastructure offered fragmented patient support and prescription filling.

Purpose of the Study:

To describe the development and implementation of centralized mail-order pharmacy services.
To improve efficiency, quality, and patient communication within an academic healthcare system.

Main Methods:

Created a standardized mail-order prescription process.
Established a centralized prescription filling center.
Implemented a dedicated call center for mail-order pharmacy support.

Main Results:

Achieved a nearly 50% reduction in time for prescription filling and packaging.
Decreased call abandonment rates through a central call center.
Reduced overall pharmacy workload via improved first-call issue resolution.

Conclusions:

Centralized mail-order pharmacy services enhance labor efficiency.
Operational improvements led to better quality and regulatory compliance.
Improved patient communication and satisfaction were key outcomes.