Opinions And Ramblings By Adam Kmiec On All Things

The Worst Thing About The Pharmacy Experience

If there’s one thing I know a lot about, it’s the pharmacy patient experience. After working on the Rite Aid business for years and working at Walgreens for some time, I’ve seen a significant amount of research, patient feedback and other data about the pharmacy patient experience.

Imagine this situation. Your kids are sick. They’re miserable. The flu has completely knocked them out. You’ve been up for days watching what you thought was a cold, become the full-blown flu. Except that it’s not just the flu, nope, you got lucky, it’s all bronchitis. You take the day off and bring your kids into their primary care physician. They indicate yep, these kids are sick. They send you on your way with some instructions about rest and hydration, but also call in some prescriptions to your local pharmacy. Now, you know that it usually takes about 15 minutes to have your medication ready and you’re relieved that those scripts will be ready by the time you show up from the doctor’s office.

All good right? Not exactly. You get to the pharmacy, provide your name and the pharmacist comes back with bad news. Unfortunately, your prescriptions are not ready because they required prior authorization and as such, they need to get in touch with some combination of your insurance company and your physician. That relief you felt is replaced with anger and disbelief.

I’ve seen the above situation play out all too many times in customer feedback and I’ve also been that patient. It doesn’t have to be that way. Seriously.

PreCheck MyScript is a new product that doctors can use to make it quicker and easier for patients to get their prescriptions. It effectively takes the guesswork out of the experience. Not only do you avoid the painful experience I outlined above, but you’ll also know the medication cost before you even leave your doctor’s office. No, it’s not magic or some type of sorcery. It’s just PreCheck MyScript, another way UnitedHealthcare is making the patient experience smoother, while providing even more transparency.

I’m really thrilled with the video my team created to help create awareness about PreCheck MyScript. They knocked it out of the park. For those of you in the industry, you know how challenging it is to simplify something complex. They absolutely delivered on that challenge. More to come.