A shared vision– Hometown Staple pharmacy finds success with the right partners!
Independent Pharmacy is a special type of small business. Unlike large chain pharmacies, community pharmacy focuses on providing patients with quality personalized care. In order for an independent pharmacy to be successful, it’s essential that they partner with the best pharmacy software vendors that will support their endeavors. Dedrick’s Pharmacy and Gift Shop has been serving the Hudson Valley since 1857, beginning in Kingston, NY and expanding to New Paltz in 1968. In 2018 Jared Nekos took over Dedricks, and converted to Datascan pharmacy software systems in 2019, sharing a vision for what it means to be an independent pharmacy.
How did you get into community pharmacy?
I grew up in a small business. My family is Greek so we operated diners and restaurants and in the 1950s. We added a pharmacy to an already established lunch counter, candy, and soda fountain. A slice of Americana; drop off your prescription and have a sandwich with an Egg Cream or Lime Rickey. So many of the long-standing independent Pharmacies had a lunch counter at one point and time. I grew up on the restaurant side of things but ultimately wanted something with more stability so I committed myself to becoming a pharmacist. I honestly didn't expect to love it as much as I do; I truly cherish my role as a community pharmacist.
You were previously using another pharmacy software vendor, what made you decide to start looking around at other systems?
We had Freedom Data Systems (FDS) pharmacy software at one point, and then switched to McKesson Pharmaserv. Both of those pharmacy systems left a lot to be desired. Freedom (FDS), sunset their system, and years later McKesson stopped taking on new clients and started steering everyone to another pharmacy software. It was a clear signal that they would one day in the near future sunset their system and stop supporting it. We figured if we had to change our pharmacy software anyway, that we might as well do the research and find a true partner solution. Coming from two huge corporately run pharmacy systems previously, we wanted to find a vendor that focused on personal service and attention to our needs.
What made you choose Datascan pharmacy management software?
As an independent pharmacy, our business model's cornerstone is compassion and attentive service to our community. In other words, it's about relationships. After vetting multiple pharmacy computer systems, Datascan was our clear choice for several factors. First, their system is top-notch. It has tons of features and benefits and it was clear they regularly made additional innovations. Continuing to improve and meet the needs of their clients was and is a clear priority. The most important factor was the confidence I felt that this family business wouldn't be sold off and gutted of all of its wonderful people. They valued relationships just like we do; it's wonderful to be in business with like-minded people. Any pharmacy management system will fill prescriptions and handle the basics, but the best pharmacy software vendor in my opinion, is one who treats us like we treat our patients. That is what gave Datascan the edge over every other vendor we looked at.
Can you talk about the software conversion process? What were some of the things you were nervous about?
Having gone through a pharmacy software conversion in the past, I knew it could be a very daunting experience. Our biggest concern was losing data. One key is to do as much work and due diligence before the pharmacy conversion. Comb over the data that has been converted routing out and fixing any issues that may exist. This will prove to be incredibly beneficial the day you go live and have to start using the system in your daily endeavors. Stay calm and don't get frustrated. We were also nervous about our staff learning a new pharmacy system. There are keystrokes and hot-keys you use on your old system that are muscle memory; having to think about every keystroke as you learn your new system can be frustrating. Don't allow yourself to get overwhelmed, practice the new keystrokes, hot-keys, and mouse clicks as you build new muscle memories.
How did the team at Datascan help alleviate your pharmacy software conversion fears?
The Datascan team helped to alleviate worries and fears by being communicative, responsive, and calm. They are always available when you need them, they are knowledgeable, and project confidence that helps you to trust in the process. The Datacan team worked with us for weeks before our go-live through training, and answering questions, ensuring we were somewhat familiar with the system and day to day functionality. This made our staff feel so much more confident walking into our live day. I think the most important thing that the Datascan team did for us was to make sure we were comfortable.
Is there anything you liked better about your old system?
Med-Sync calendar was nice, but Datascan is working on building out a similar product. Outside of that, NO!
What do you like better about working with Datascan?
The pharmacy software itself is packed with features and custom options, but the great thing about Datascan is how easy they make it to use. We can take advantage of features like autorefill, mobile apps, deliveries, etc. without worrying that it’s too difficult for our staff to figure out. With the other systems we've worked with, getting helpful and knowledgeable staff was very difficult. McKesson was the absolute worst; when we had a problem we might have to call three different departments in three different states just to be told the problem had to be "escalated"! Almost always, if we need to reach out to Datascan’s pharmacy support team, our questions and issues are resolved on the spot in a matter of minutes. This allows us to keep servicing our patients quickly– which is something they’ve come to expect. We’re happy we can expect the same from Datascan. The team at Datascan is great, and I literally know everyone's name and have built a true relationship with most of them. If you’re frustrated with the service you’re getting from your current software vendor — Datascan is the best.
What would you say to someone thinking about converting away from their current pharmacy software vendor, but are worried?
Converting to a new pharmacy system is not an easy task, but doing the hard things because it is the right move, will almost always lead to better outcomes. If your priority is serving your patients and community, then equip yourself with the proper tools to do just that. After a short transition time, you will wonder why you ever hesitated. Thankfully Datascan was able to provide us with a seamless transition from McKesson and we could not be happier we made the switch. So much so we are working on transitioning our other store to Datascan right now.
Conversion Success Story: A switch over to Datascan, for the better!
To make it as an independent pharmacy nowadays is tough. It’s not just about filling prescriptions, but about offering your customers next level service. In order to remain competitive, profitable, and successful, pharmacy owners must not only establish themselves as a staple within their communities, but also align themselves with the best possible partners.
Running a successful independent pharmacy is no easy feat, and for Ben Price, owner of TigeRX Pharmacy in Honaker, Virginia, he encompasses what it means to be an independent pharmacist. As a second generation pharmacist, Ben took over TigeRX in 2010, which originally started in 2001 and was named after their local high school mascot, the Honaker Tigers. TigeRX Pharmacy set out with a mission to offer better quality patient care. Partnering with Datascan has opened the door to new opportunities and the ability to achieve their goal of providing Honaker with easy access to pharmacists and quality care.
(D): What are some of the ways you’re setting your pharmacy apart from other independents and also the chains?
(BP): We pride ourselves on service and taking care of our aging community while providing easy access for caregivers of younger generations to use technology to make the process easier. Moving over to Datascan from our prior vendor has allowed us to offer things like text messaging and a mobile app which makes it even easier for patients and their caregivers to connect with us and stay on top of meds.
(D) What are some of the unique services you offer to your patients?
(BP) We offer free delivery, free medication packaging, free adherence monitoring, and geriatric consults with a board certified geriatric pharmacist. We also offer all point of care testing to include strep, flu, covid, UTI, yeast infection, etc. We also have collaborative practice agreements in place to start therapy immediately with no doctor visit required. We’ve been able to leverage the technology and features in Datascan’s software to streamline our deliveries through their electronic system. It’s also incredibly convenient that our software integrates with our compliance packaging machine. The software has freed up a lot of our staff’s time so that our pharmacists actually have the time to counsel and work with patients.
(D) Aside from everyday functions like entering prescriptions, viewing profiles, etc. what features are you using to help organize your workflow and build efficiency?
(BP) One of the most useful options for us is having the ability to customize our PMS (pharmacy management system) to identify patients who miss refill opportunities on medications that affect our adherence metrics and to make sure that we are taking advantage of 90 day fills when we can. Between the dashboards and reporting capabilities in Datascan we’ve been able to hone in on patients with compliance issues such as late fills or missed refills, and get them on auto refill programs and delivery. This has ultimately improved compliance and adherence which ultimately increases our profits.
(D) What advice would you give to someone looking to open a community pharmacy?
(BP) Make sure you’re ready to get involved with your community and live, work, and be involved with your patients. Really making your pharmacy a part of the neighborhood and being involved in the lives of your patients truly helps build loyalty and customer retention.
(D) You’ve previously used another software vendor prior to Datascan. What made you start looking around for a new vendor partner?
(BP) Constant fee increases from our prior vendor and their updates rolling out without proper vetting ultimately pushed us to start shopping. We were sick of paying more for less. We converted from PrimeCareNRX from QS1 and considered 12 other vendors before happily choosing Datascan.
(D) What made you choose Datascan?
(BP) Pricing is what made me start looking, but the reviews from other pharmacists is what sold me. By and large community pharmacy functions the same. If someone tells me what works for them we’re going to listen. Datascan operates like we do and focuses on service, something many other vendors seem to have lost sight of these days.
(D) How was your conversion from your previous vendor?
(BP) Logan and Mike were the best. The previous vendor didn’t make things easy for anyone but the two on-site techs from Datascan were perfect in their approach to our training and got us off the ground running smoothly.
(D) Since you’ve been with Datascan, can you tell us what you like about working with us?
(BP) My time from realizing something is not right to having the issue resolved is usually less than 5 minutes. I don’t wait on hold and they don’t have to figure out what happened. I’ve had a critical issue happen once and I left a message late after hours, fully expecting them to resolve this the next day, but a technician must have got my message and SOLVED the problem overnight. I came in the next morning with no problems. Come to find out this was the night before this technician was getting married. You can’t find that type of customer support anywhere because it’s simply not for sale. Nobody would have expected them or anyone to have that type of dedication or response. This technician knew I was going to have a bad start to my morning which would have impacted our patient care had he not intervened. This company has become friends and family and they truly care about their customers.
(D) What would you suggest or say to other pharmacy owners who are not happy with their vendor but nervous to make a change?
(BP) Changing is not a comfortable process because it slows us down. Pharmacists are resourceful people but also self reliant. Changing software vendors requires us to relinquish a certain amount of control and rely on others. Usually it never works out, but with Datascan, it does!
Running an independent pharmacy is undeniably complex. Between building a profitable and efficient business and ensuring you’re compliant with any and all state and federal compliance regulations, it can be overwhelming to say the least. Most retail pharmacy management systems have built in tools to help ensure you’re following all state and federal requirements, but the best pharmacy software systems will streamline your workflow by automating a lot of your compliance needs. Datascan software builds in automated options that manage prescriptions for things like maximum allowable refills and transfers, to custom state specific label templates, controlled substance reporting, and so much more. Your retail pharmacy software should also help manage PBM compliance by offering hard-stops or popups for things like plan specific expiration dates, and max number of refills. Datascans pharmacy point of sale system is also able to track and report for controlled medication pickups and pseudoephedrine sales as well. Your pharmacy management software should simplify running your pharmacy while ensuring compliance.
It goes without saying that every prescription you process needs to be filled in accordance with both federal and state requirements. States have very specific rules that vary across the US with regards to compliance for prescription drug sales. Different states have different laws regarding number of refills allowed on prescriptions, how long prescriptions are valid for, the control class of medications, whether or not certain controls can be refilled, and even how and what you can transfer RX’s from store to store. The best pharmacy software have built in smart features that automatically alert or hard-stop you before you fill or attempt to transfer something that would be non-compliant. In Datascan’s Pharmacy Management Software, your can set the pharmacy software options specific to the state your pharmacy resides in. For example, if you are a pharmacy located in New York, you would only be able to transfer one refill at a time to another pharmacy. But, in other states, the pharmacy system will allow you to transfer an entire prescription out. Additionally, if you are in a state that has requirements for daily reporting of controlled substances, your pharmacy software system will automatically upload a DOH report every day, including a zero report. There are states that require reporting of certain drugs like Gabapentin and pseudoephedrine, and in those states, Datascan’s pharmacy computer system will include those drugs, whereas in states that do not require reporting of those drugs it will not.
Many pharmacies are licensed in more than one state, and that can certainly complicate things for pharmacy staff. Your pharmacy management system should include features that help you make certain you are compliant to all states that you are licensed in. Our pharmacy software helps you do this a few different ways. One example, we have the ability to create multiple patient label templates which allows you to build state specific labels that include required fields by state. The pharmacy system will automatically apply the state label based on the state a patient resides in, ensuring you never use the wrong template. The best pharmacy software will also automatically report your controlled substance prescriptions to any and all states you’re licensed in, according to the rules and regs of that state. Your pharmacy management software should make it easy to generate controlled files and automatically upload them to their specific states. You should also be getting state specific reports with any reported errors.
In addition to state and federal requirements, there are also plenty of PBM specific requirements. These include allowing or not allowing patients to be enrolled in automatic refills, a maximum number of refills allowed on a prescription, prescription expiration dates, and even maximum days supply allowed. In many pharmacy software systems you can configure specific plan codes with the above options and the system will force users to fill prescriptions within the guidelines set by that plan. The best pharmacy systems include options and tools that help eliminate human error as much as possible. These features will make sure you’re maximizing your profits and minimizing any potential for loss or claw backs from PBM’s (pharmacy benefit managers).
As your pharmacy tries to navigate the complexities of state, federal, and PBM requirements it’s important to choose a pharmacy software partner that understands the landscape of pharmacy, regulations across the United States, and can assist with robust features to make running your business easier. Pharmacy software systems that build in options to guide you towards improved compliance are not only going to save you and your staff time, but are going to save you a tremendous amount of money in the long-run. If your pharmacy management software does not offer the aforementioned options, now is the time to consider looking at other software solutions. Datascan continues to build in cutting edge features designed with pharmacy owners in mind.
Over the last decade electronic prescribing has become a standard across all retail pharmacies. States across the US continue to require electronic prescriptions, moving away from hand written RX’s. By now, all pharmacy management software systems should have an integrated electronic prescribing module that supports these requirements, but they should also streamline much of the data entry process. From added data entry efficiency, to electronic communication with prescribers, and automatic image generation, the best pharmacy software systems on the market today offers robust electronic prescribing capabilities.
To date, only 14 states still do not have electronic prescribing laws, but that is sure to change as the need for more efficient prescription monitoring continues to grow. Even in the few states that are not requiring e-prescribing, many providers still opt to send prescriptions electronically, directly into pharmacy systems. For all other states, this mandate means that if your pharmacy computer software does not have a built-in module for accepting electronic prescriptions, you will not be able to receive prescriptions from most doctors. The most robust pharmacy software systems on the market ensure you are able to run your business according to all state and federal requirements. Your pharmacy management software vendor should always be proactive and look to program features that not only keep you compliant, but give you a competitive edge.
One of the biggest benefits of an integrated ERX module is that it makes data entry and prescription processing not only fast, but efficient. Datascan’s pharmacy software system imports electronic prescription data and populates it directly into the prescription fill screen. Important fields such as patients, prescribers, and drugs are crossed referenced in your pharmacy software to pull up exact matches and avoid accidental mis-picks. Additionally, fields like prescription quantity, number of refills, and directions are all automatically populated, making data entry incredibly fast and simple. While your data fields are populated, the pharmacy management system is also creating a digital prescription image for you to work off of that appears right on the screen. Your digital prescription image is able to be electronically annotated, allowing you to be completely paperless if you choose, as well as is easy to look up in the pharmacy software system for any future needs. In the unfortunate instance that your pharmacy is going through an audit, having your electronic prescription images stored right in your pharmacy software will save you and your staff countless hours. Also, making certain that you have electronic annotations on your prescription images that are saved right in your pharmacy system will ensure that you provide auditors with all of the information they need, without having to search through paper prescription records for countless hours.
Electronic prescribing built right into your pharmacy computer system helps to streamline communication between your pharmacy and doctors. Not only can doctors send in new prescriptions for patients, but your pharmacy is able to send requests to doctors for refills as well. In Datascan’s pharmacy software, pharmacies are able to initiate new prescription requests right from their pharmacy software. Today, software for pharmacies will allow you to send out prescription change requests electronically, if you need clarification or would like to alter an existing electronic prescription. On top of all of these features, the more updated pharmacy systems are even able to accept discontinuation requests from prescribers.
The ability to accept electronic prescriptions into your pharmacy software is imperative, but nowadays you should be able to do even more with your integrated electronic prescription platform. As new features become available, the best pharmacy software vendors will add these options into your pharmacy system which will open the door to more conveniences and added efficiency. Our pharmacy management software developers continue to build in new features for electronic prescribing that helps your staff streamline data entry and communication with prescribers. Surescripts is getting ready to release its new standard which will introduce additional features that you can expect to see in your pharmacy computer system. One of these features is the ability to transfer prescriptions sent to your pharmacy system, into another pharmacy electronically. The best pharmacy software systems will continue to work collaboratively with Surescripts to bring you the newest and most advanced technology available.
As the needs of independent pharmacies continue to evolve, the features and enhancements offered by your pharmacy software need to modernize as well. Patients continue to have more vendor expectations in 2024 and beyond this year, and rightly so. They need text messaging reminders, mobile applications, and better quality care and service– and the list continues to grow.
Most retail pharmacy software systems provide you with the basics, but the basics are not what enhances pharmacy technology or sets you up for the future. The best software for pharmacies will include added features that help your business boost profits. Examples include automated utilities and useful integrations with third-party vendors (such as eMARs and robotic dispensing machines). This is the quality of features you should expect from your pharmacy management system and what to expect your vendor to deliver in 2024.
It’s equally valuable to ensure that your pharmacy system is backed by a fast response and a well-trained support team equipped to assist you when required. Pharmacy software vendor ownership and overall size play an important role in handling future problems and the quality of service you receive. Most independently owned pharmacy software vendors have since sold off to large private equity firms, ultimately shifting focus on what’s important. In 2024 and beyond, you should have expectations of a vendor with fast response times, a well-trained staff, and constantly updated technology. These are all telltale signs of a well-run pharmacy management system.
Additionally, today’s modern pharmacy software enhancements should assist you by accomplishing more with less staff and less overhead. As we shift into the future of pharmacy software, most owners agree that having more time during the day to focus on service and more face-to-face time with patients will produce enormous benefits for their businesses. Pharmacy systems with automation make it easier for staff to stay involved in patient care.
The ability to automate many of your daily tasks, such as running reports, processing automatic refills, and reaching out to doctors for refills, is the minimum of what you should expect from your vendor in 2024. This type of pharmacy software will free up time for you and your staff in the future and allow you to be involved in more hands-on tasks.
Nowadays, patients and customers expect the ease and convenience of mobile applications. An integrated mobile app that connects directly with your pharmacy management software helps streamline the process of accepting refill requests from patients. While some vendors integrate with third-party mobile applications, Datascan has a proprietary, feature-packed application available for iOS and Android. In 2024 and beyond, you should expectthat your vendor will offer a mobile application with a plethora of bonus features, such as payment processing, 2-way chatting, and even family linking. These added conveniences are the future of pharmacy software.
There is a collection of moving parts that ensure your independent pharmacy operates smoothly. When it comes time to scale up and enhance your pharmacy software, there are a myriad of third-party integrations that continue to expand on an annual basis. These include IVR companies, Emar’s, reporting, and data aggregators. It also means sometimes switching vendors that transmit claims to PBMs, Surescripts, and wholesalers for inventory management. These third-party integrations make it easy and seamless for your pharmacy to operate. Datascan currently offers over 80 third-party integrations from our pharmacy software solutions.
The future of pharmacy software includes modernizing the look and feel of pharmacy software screens, contributing to the overall user experience. As we head into 2024, you should expect a fresh, modern feel from your software, and the best pharmacy systems will offer advancements to their systems. Pharmacy computer systems have come a long way, and as new features and options are added to your system, it’s important to continue to update the overall look.
Datascan has released completely revamped, re-written, and updated mobile applications for patients and delivery drivers. We have been migrating the backend code of our system for the future to open up the door for more user improvements within our pharmacy software. For 2024 and beyond, Datasan continues to update all screens within our core pharmacy management software product to exceed vendor expectations.
The size of the company that owns your pharmacy management software usually aligns with the quality of service, response times, system enhancements, and attention you receive as an end-user. Very similar to chain pharmacies, the larger the company and the more customers, the longer the wait. This may make you feel like a number in the future, instead of a valued customer who needs assistance with pharmacy software.
In recent years, we have seen a huge displacement in ownership as many independently owned pharmacy software vendors have since sold off to private equity firms. In regards to an independent pharmacy, the old adage “bigger is better” could not be further from the reality. For independent pharmacies, bigger typically means expanded wait times, a loftier price tag, diminished personal service, and increased frustration.
In 2024, if you are preparing to open a pharmacy or seeking a change of your pharmacy systems, you should know what you can expect from your vendors. The future of independent pharmacies are the software vendors who place value on customers and who focus on delivering an exceptional customer service experience. You deserve those that are focused on quality and service, not just profits. In 2024 and beyond, the expectations you have of your vendors should always be taken seriously. Let’s face it: private equity firms exist to deliver profits to their investors, so adding new customers and boosting profits are undoubtedly their focus. Having a private vendor, along with top pharmacy software enhancements. will allow you to provide the same type of service to your patients.
The future of advanced pharmacy technology and software is now in the hands of a few select software vendors currently serving independent pharmacies spread through the US. Selecting a pharmacy management system is a massive decision and not a resolution to take lightly. Pharmacy owners should make sure that the vendors they research are progressive and steadily evolving their products to meet your needs.
Remember, your pharmacy software is at the heart of running your business day in and day out. When choosing a pharmacy system vendor, it’s imperative you look at reviews across the internet, demo the software, get a clear breakdown of all pricing, do a comparison against other vendors, find out who owns that company, and how many customers they support.
The future of your pharmacy software depends on your vendor, as they are who you will be working with on a weekly basis moving forward. So, it’s essential to make the right decision. Contact Datascan today to learn more about what we can do for you!
