How Walgreens empowers pharmacy to improve outcomes

Walgreens is making progress in freeing up pharmacists to spend more time with patients through an effort that involves a new pharmacy role, said Rina Shah, group vice president of specialty and retail pharmacy operations.

Walgreens is making progress in freeing up pharmacists to spend more time with patients through an effort that involves a new pharmacy role, said Rina Shah, group vice president of specialty and retail pharmacy operations. Speaking at the Drug Store News Industry Issues Summit in New York City, Shah noted that "in this past year, we created a new role called the Health Outcomes Pharmacist to provide individualized pharmacy solutions and care for patients with complex, chronic conditions. The pharmacist in this new role is primarily responsible for supporting patients that want and need high-touch care." Shah said these pharmacists are given time and support to perform this function, which partly involves asking patients several questions. The results have been impressive both for learning about patients and educating them, according to Shah. "We've uncovered tremendous valuable information by talking to these patients and received overwhelmingly positive feedback from the patients who receive this support."