CASE STUDY
www.cps.com
“It’s the concierge level of service that CPS delivers that makes the quality so good,”
Houle believes. Patients seem to agree. MVHS achieved a remarkable Net Promoter
Score (NPS) of 100 — earning them a spot as a finalist in the annual Managed Markets
Insights & Technology (MMIT) specialty pharmacy patient choice awards for the second
consecutive year.
THE SUCCESS: CONSISTENT GROWTH ON THE PATH TO A
VALUE-BASED CARE MODEL
“In just three years, we’ve gone from a small employee-only pharmacy to a full-blown
specialty pharmacy with a front-facing retail end right in downtown Utica so that we’re
able to serve every member of the community,” Houle says.
The specialty pharmacy also earned its Accreditation Commission for Health Care (ACHC)
and Utilization Review Accreditation (URAC) accreditations in the same time frame.
“We found that dual accreditation opened doors to new payor and limited distribution
networks for us,” says Castilla. “And that just means more access for our patients.”
“Achieving that expanded network access requires certain specialized knowledge and
expertise,” adds Houle. “I never had that before working with CPS.” As a result, MVHS
continues to serve more patients while demonstrating that they’ve achieved great
clinical results. “The high-quality care and expanded access is a self-fulfilling process —
it’s a huge win for us and our patients.”
“I think the results we’ve achieved are the easiest way of describing our success —
which is based on our choice of partner,” says Zimmer. By leveraging CPS’ expertise
and fully customizable solution, “if we’d tried to achieve that on our own, I think it
would have probably been a five- to eight-year journey.” Plus, he adds that based on the
quick turnaround time — getting medications for patients, addressing payor issues,
and providing financial assistance in a timely manner — the specialty pharmacy can
now expand its reach. “With the success of the program, we are in a position to start
conversations with other private practice specialists in the communities we support and
bring our services to their patients to continue building on our value-based care initiatives.”
“
It’s the concierge
level of service
that CPS
delivers that
makes the
quality so good.”
Christopher Houle, PharmD,
BCPS, BCGP, CDCES
Director of Pharmacy
~ Mohawk Valley Health System
(MVHS)