Increase Mail-Order Pharmacy Enrollment

Map the patient journey during a clinic visit: Through data analysis, we charted a GHP member’s typical experience in a Geisinger clinic and identified where and when they would be most willing to learn about mail-order pharmacy. 

Research mail-order motivations and barriers among GHP members: We found that while Geisinger’s mail-order pharmacy service already met the key needs of GHP members — lower costs, high convenience and timely availability of prescriptions — barriers also existed, including the desire to have face-to-face communication with a pharmacist and staff; and a significantly lower enrollment rate among commercial plan members versus Medicare beneficiaries.

Target high-priority, underserved populations: Because GHP members who receive medication home delivery are 37% less likely to miss doses, we developed targeted communication strategies to educate members who exhibited medication noncompliance. 

Educate providers through a “Clinic Ambassador” campaign: Onboarded prescribers, pharmacists, nurses and clinic staff on how to educate and enroll GHP members in Geisinger’s mail-order pharmacy service. Channels included virtual town halls, “train the trainer” digital kits, online resource center, targeted email campaigns and articles on the employee intranet.

Integrate into the EMR through an Epic Best Practice Alert: We implemented an electronic medical record (EMR) prompt that reminds providers and other clinicians to educate and enroll qualified members during the clinic visits.