Telepharmacy in a health maintenance organization

Abstract

A telepharmacy service in a health maintenance organization is described. Kaiser Permanente Colorado Region's clinical pharmacy call center (CPCC) was established in 1996 after an audit showed that the third most common type of call to the regional call center involved questions about drug therapy. The service was developed through collaboration among the pharmacy department, the medical group, and the health plan to care for patients with medication-related questions. CPCC pharmacists work closely with the physicians, nurses, and service associates of the regional call center; primary care physicians; and other pharmacy department members. The CPCC team answers approximately 1200 telephone calls daily, including calls from new members regarding their transition into the health plan, calls about medications for patients recently discharged from outside hospitals, questions about medication-related news releases, and general drug therapy questions. CPCC pharmacists collaborate with physicians to care for patients with allergic rhinitis and to complete projects that improve the quality and cost-effectiveness of drug therapy regimens. Many of CPCC's interactions are entered into an electronic medical record. CPCC has helped over 40,000 new members with their transition into the health plan since January 2000, and significant cost savings have resulted. CPCC has used telephonic, electronic, and other means of communication in an effort to reduce costs and improve the quality of care.