Maddie Lechmaier is a third-year PharmD candidate at the Medical College of Wisconsin School of Pharmacy.
One of the most significant experiences I have had during my pharmacy schooling was working at the Advocate Aurora Health clinics in Walgreens in Brookfield, WI. From June 2023 to February 2025, I served as a medical office assistant (MOA) witnessing firsthand the evolution of accessible health care.
Building trust
When Advocate Aurora Health clinics first opened their doors within Walgreens, the clinics were designed to be a resource to the community with lower health care costs and more accessible care. By visiting the clinics, patients could be seen for their acute needs and receive referrals to higher levels of care when necessary. Over time and as technology advanced, the model shifted, enabling a single MOA to manage the clinic while providers staffed remotely.
In my role as an MOA, I handled insurance and patient registration, collected chief complaints and vitals, and conducted point-of-care testing. Using Tyto technology, I assisted in remote physical exams by guiding the instruments while providers assessed patients. Even though the technical aspects were fascinating, what truly resonated with me was the patient centered care. I greatly appreciated building trust and understanding between providers and patients.
Some patients were initially hesitant receiving care from a virtual provider, but I reassured them that every necessary test and evaluation would be conducted just as in a traditional clinic. It was even more rewarding when patients expressed their first impressions and gratitude after the visit. They were amazed how personable and engaging visits could be even with the provider joining remotely. For example, patients shared that seeing parts of the physical exam—such as the ear exam—displayed on the iPad helped them understand the diagnosis they received.
These meaningful interactions reinforced my passion for patient advocacy and my commitment to working alongside patients in their care.
Accessible care
While staffing the clinic, I observed firsthand how being in a community pharmacy setting influenced patients’ health care decisions. Many patients expressed a reluctance to visit traditional physician’s offices but felt comfortable seeking care in our clinic. The convenience of the clinic and ability to have answers with rapid point-of-care testing eased patient concerns. Being in an accessible location like a pharmacy also allowed patients’ prescriptions to be sent directly to the pharmacy, creating a seamless experience for the patient.
Despite the advantages of this model, I observed communication barriers between health care providers and pharmacists. Operating on two separate systems limited direct collaboration between the pharmacy and clinic, making it challenging to discuss medication selection, dosing, and drug interactions. This disconnect became more apparent when the clinics transitioned to the hybrid model. The shift discontinued our vaccination services and further increased reliance on pharmacy-provided care. As a student pharmacist positioned between clinic and pharmacy, I recognized the opportunity for pharmacists to provide direct patient care. I consistently referred patients to the pharmacy after this change so patients could receive the vaccines they required.
This experience reinforced my passion for bridging the gap between clinic and pharmacy, highlighting the need for stronger communication and collaboration to enhance patient care.
Continuing our positive impact on communities
My experiences highlight the opportunities student pharmacists have when working directly in patient care and our contribution to advancing the pharmacy profession. In pharmacy school, we are trained in clinical skills, medication history collection, and patient counseling, many of which I applied in the clinic on a daily basis. These responsibilities closely align with the expanding role of pharmacists, who are not only responsible for dispensing medications, but also for administering vaccines, educating patients on drug interactions, proper dosing, and medication adherence.
By optimizing the role of community pharmacists and fostering better communication, we can continue to provide high-quality, accessible care to patients in the community.