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How Retail Pharmacies Can Leverage Technology to Meet the Goals of the Triple Aim


The Next Nexus

As the healthcare system struggles to meet the cost and quality goals of the Triple Aim, the retail pharmacy is uniquely positioned to be an increasingly vital partner in this quest. Pharmacies have the opportunity to be the healthcare nexus for patients, in a healthcare ecosystem that can feel impersonal and fragmented. Retail pharmacies have the power to improve care coordination, reduce hospital readmissions, and improve transitions of care.

But pharmacies must find a cost-effective means of contending with both increasing patient volume and a broadening array of service offerings. Leveraging new communications technologies can ease routine administrative tasks for pharmacists, help identify the patients at greatest risk for non-adherence, simplify reporting, and leverage analytics to improve care. By offloading rote tasks, pharmacists will have more capacity to connect with patients in meaningful ways.


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Additional Resources

How Much Could Medication Adherence Save Your Company?

Employers could potentially save hundreds of millions of dollars in employee productivity — not to mention additional savings in reduced health-care costs — by improving patient engagement and driving interventions around medication adherence for employees and dependents covered through their health plans.

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4 Customer Service Lessons Starbucks Can Teach Retail Pharmacies

Retail pharmacies would do much better to take a page from the book of a retail giant like Starbucks to modernize their customer service operations. Here are four innovations from Starbucks that can help retail pharmacies marry integrated services to improve healthcare outcomes, such as medication adherence, while elevating their level of customer service.


West helps healthcare providers, payers, employers, pharmacy organizations, and ACOs optimize communications, drive better patient activation, and lower the overall cost of delivering care. Whether you want to increase immunization and screening rates, reduce hospital re-admissions for patients with chronic disease, or improve the patient experience and operational efficiency in your patient access centers, the West Engagement Center is the communication linchpin for engaging and activating patient populations across the entire care continuum.

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