CASE STUDY
www.mckesson.com
A PATIENT-FIRST, LOCAL COMMUNITY PHARMACY
Point City Drugs, a small, locally-owned pharmacy in West Point, Mississippi, has
been a cornerstone of its community since it opened in 2013. With a mission to serve
as a trusted healthcare resource for patients, the pharmacy focuses on building
relationships and ensuring timely prescription services. Serving the town’s population
of approximately 10,000, as well as several surrounding communities, Point City Drugs
is located near the local hospital, children’s clinic, and urgent care centers — making it a
convenient stop for many patients.
THE CHALLENGE: UNEXPECTED GROWTH
Until early 2024, Point City Drugs was one of two independent retail pharmacies in
West Point. However, when their competitor closed its doors, prescription volume
virtually doubled overnight. This sudden increase in demand posed signi�cant
challenges. Pharmacy Technician Wendy McMullen, at Point City Drugs, recalls,
“We hired more techs, but we knew we also wanted to simplify our workflow so
pharmacists and techs would have the time we needed to spend with customers.”
The pharmacy wanted a solution that would allow them to handle the increased volume
without compromising customer service. Point City Drugs turned to McKesson, a
diversi�ed healthcare provider working with pharmacies, manufacturers, and other
stakeholders in the industry to support the needs of patients throughout North America.
THE SOLUTION: COUNTASSIST TECHNOLOGY
Like many smaller pharmacies, space constraints and the objective of using staff
time ef�ciently were major concerns. To meet Point City Drugs’ needs, McKesson
recommended its CountAssist robot — a compact, affordable solution that automates
up to 35% of countable prescriptions.
AFFORDABLE, COMPACT
AUTOMATION FOR EVERY TYPE
AND SIZE OF PHARMACY
Wendy McMullen, CPhT
Certi�ed Pharmacy Technician
~ Point City Drugs
Adding Ef�ciency at Point City Drugs
CASE STUDY
www.mckesson.com
The one-sided cabinet design can �t into a pharmacy’s existing layout, including at the
end of a bay or against a wall. Pharmacies can start with just one or two cabinets and
add on over time to operate as many as 10 simultaneously. Individual cabinets feature
18 canisters, each of which holds a unique medication. This means the technology is
completely customizable and scalable — making it perfect for growing with pharmacies
as needs change. At the same time, because of its size, it doesn’t require a lot of space
or extensive modi�cations to the pharmacy like some larger robotic systems might.
Point City Drugs opted to install two cabinets, allowing them to automate the counting
of 36 distinct medications. McMullen says they began by running a drug report to
identify what they call their fast movers. “These are the medications we �ll most often,
so felt that prioritizing them in the CountAssist would add the most ef�ciency to our
workflow.” They ended up automating 35 medications, with two canisters dedicated to
the same pill due to its larger size.
“From a space perspective, we were concerned about how we were going to
accommodate everything — the influx of new patients, drugs we might need to add, and
new techs as well as new technology,” says McMullen. “It took a bit of reorganizing, but
we found the perfect spot, a kind of cubby, and now it all just flows like it’s always been
there.” The pharmacy keeps extra stock for �lling the canisters on a shelf right above the
CountAssist — so everything is at hand, she adds. Each canister also has an indicator
that blinks when a medication needs to be replenished.
CountAssist features a user-friendly interface and software that integrates seamlessly
with existing pharmacy management software, making it easy to learn and use.
Point City Drugs’ pharmacy software system flags the medications stored in the
canisters. That means when pharmacy technicians start �lling a prescription in the
software, they immediately see that the drug is in one of the canisters. Once the
prescription is �lled, it’s sent directly to the CountAssist. When technicians scan
the label barcode at the CountAssist, the robot recognizes it, counts out the pills
needed, and �lls the vials.
MCKESSON SUPPORT: ALWAYS ON POINT
“Getting up to speed took a little bit,” says McMullen. “A McKesson �eld tech came onsite
to show us how to change out and clean canisters, measure pills going in and �nd a
crown that �ts.” While canisters are all a uniform size, she explains, the crowns — which
automate the pill counting — vary in width and depth depending on the size and shape
of the pills.
“We’ve hit a few bumps along the way,” McMullen notes. “But someone is always
available to help.” As an example, at the beginning there was a problem with a couple
of the canisters. When McKesson’s �eld tech couldn’t resolve a problem, the company
flew the department head out the next day to �x it. McKesson’s head programmers even
spent time on the phone with Point City Drugs’ pharmacy software provider to work
through some challenges they were experiencing.
“
We hired more techs,
but we knew we also
wanted to simplify our
workfow so pharmacists
and techs would have
the time we needed to
spend with customers.”
Wendy McMullen, CPhT
~ Point City Drugs
CASE STUDY
www.mckesson.com
“If we have drugs that are normally in the CountAssist on backorder, we like to �ll the
canisters with another medication so it’s not sitting idle,” says McMullen. “We try to �nd
a pill that’s a similar shape and size — but that doesn’t always happen.” When she was
having trouble �nding a crown that would �t a replacement drug, she called McKesson,
and they sent out a variety of sizes to try. “I know if none of those had worked, all I’d have
to do is send them the measurements of the speci�c pill, and they would get us what
we needed.”
THE RESULT: EFFICIENCY GAINS
CountAssist has signi�cantly improved the ef�ciency of Point City Drugs. The pharmacy
now �lls an average of 400 prescriptions every day. McMullen highlights the impact on
customer service: “We can count more and faster, so our customers spend less time
waiting for prescriptions.” The technology has also helped the pharmacy manage space
more effectively.
One of the key advantages of CountAssist is its ability to handle rush requests without
disrupting ongoing tasks. “Before the CountAssist, if I were counting out another
prescription, I would have to stop and clear my tray to handle the rush request,” says
McMullen. Then, when she was done, she’d have to start her count on the previous
prescription all over again. “Now I can just leave it, �ll the prescription in the pharmacy
software system, and run over to the CountAssist to scan the barcode. Then, I can go
right back to �nish my other counting while the robot �lls the prescription. It’s just that
much more ef�cient.”
The technology also helps get Medicare patients out the door faster. “A lot of people
with Medicare come in usually on the �rst or third of the month to �ll their maintenance
medications,” says McMullen. “Let’s say a patient needs �ve maintenance meds, and all
�ve are in the CountAssist. Well, they’re all getting counted at once. There’s no way we
could do that quickly by hand.”
CONCLUSION: A WIN-WIN
The implementation of CountAssist at Point City Drugs has been a game-changer.
The technology has allowed the pharmacy to handle the increase in prescription volume
without compromising customer service or ef�ciency.
“We’re �lling twice as many medications in the same amount of time as we were without
the CountAssist,” McMullen says, summing up the pharmacy’s experience. “It’s made
our workflow so much more ef�cient and has allowed us to spend more time with our
customers, which is what we’re all about.”
“
“
From a space perspective,
we were concerned
about how we were
going to accommodate
everything … but we
found the perfect spot, a
kind of cubby, and now
it all just fows like it's
always been there.”
We can count more and
faster, so our customers
spend less time waiting
for prescriptions.”
Wendy McMullen, CPhT
~ Point City Drugs
Wendy McMullen, CPhT
~ Point City Drugs
AUTOMATION FOR
ANY PHARMACY
AUTOMATION FOR
ANY PHARMACY
ANY FOOTPRINT
ANY BUDGET
ANY FOOTPRINT
ANY BUDGET.
We’re filling twice as many medications in the same
amount of time as we were without CountAssist. It’s
made our workflow so much more efficient and has
allowed us to spend more time with our customers.
WENDY MCMULLEN, POINT CITY DRUGS
McKesson Pharmacy Automation
1.888.606.6337
mckesson.ca/assistline