Implementation and evaluation of a centralized pharmacy telehealth center within an integrated health delivery system

Abstract

AbstractIntroductionAccess to healthcare is a problem in the United States, exacerbated by inefficient system processes that warrant innovative reengineering solutions like centralized telehealth services.ObjectiveThe aim of this study is to describe the genesis and evolution of a centralized pharmacy telehealth center (“TelePharmacy”) at Geisinger, an integrated health delivery system.MethodsDescriptive statistics on the operations and impact of the TelePharmacy program were performed from inception in August 2017 to November 2020 using electronic health record data. In addition, a survey of clinic staff prior to and after initial TelePharmacy roll‐out was conducted to assess the impact on time spent on medication‐related activities and satisfaction with the service.ResultsTelePharmacy completed over two million refills, resulting in a decreased workload for 40% of clinic staff. TelePharmacy pharmacists identified and rectified 3372 medication therapy problems over a 12‐month period. Over the first 3.5 years, TelePharmacy expanded into other clinical areas such as anticoagulation, transitions of care, and urinary tract infection management.ConclusionGeisinger was able to initiate and expand services offered by a centralized pharmacy telehealth center and positively impact care team burden. TelePharmacy is expected to continue to expand its efforts to improve the patient care experience at Geisinger.