Case Studies
Get the most out of your case studies. You have invested in the
development of a case study, don’t fall short on promoting it.
Let us help you promote your case study to targeted practice settings
throughout the pharmacy market via print, video,
e-book, and web.
CASE STUDY
www.cps.com
Mohawk Valley Health
System: Delivering a
Seamless Care Experience
Through Specialty Pharmacy
A FOCUS ON VALUE-BASED CARE INITIATIVES
Based in Utica, New York, Mohawk Valley Health System (MVHS) serves approximately
600,000 people across Oneida, Herkimer, and Madison counties. The system has more
Wynn Hospital, located in downtown Utica. The full-service, 373-bed facility and Level III
trauma center opened in 2023 to replace two older area hospitals. It offers patients a range
of medical and surgical specialties and has dedicated floors for critical care, intermediate
care, and women’s health.
“For a medium-sized community hospital with no real ties to any large systems, Wynn
Hospital provides a pretty impressive suite of services,” says Dr. Gary Zimmer, MD, FACEP,
explains, is part of the health system’s overarching goal to expand its portfolio of value-
based care initiatives aimed at lowering costs while delivering better patient outcomes
and higher-quality services to the surrounding communities.
CHALLENGE: CLOSING THE GAP IN PHARMACY SERVICES
As MVHS began its value-based journey, they realized being able to have specialty
medications readily available to patients was a real gap, says Zimmer. “We had a lot of
limitations and concerns about our ability to provide medical treatment to patients who
needed it.”
Christopher Houle, PharmD, BCPS, BCGP, CDCES, director of pharmacy for MVHS, agrees.
“Originally, we had a small employee-only pharmacy that only served our insured staff,”
he says. This left providers and patients on their own to get access to treatment — which
can be complex when dealing with specialty medications. “These therapies are often
expensive, even with insurance coverage. They just aren’t always accessible to patients.”
Adherence to protocols can also be an issue, adding even more of an administrative
burden on providers to follow up with patients to ensure they take medications correctly.
Dr. Gary Zimmer, MD, FACEP
~ Mohawk Valley Health System
(MVHS)
Christopher Houle, PharmD,
BCPS, BCGP, CDCES
Director of Pharmacy
~ Mohawk Valley Health System
(MVHS)
Nicolina Castilla, PharmD
Director of Onsite Operations,
General Manager
~ CPS Solutions, LLC/Mohawk
Valley Health System (MVHS)
CASE STUDY
www.cps.com
Mohawk Valley Health
System: Delivering a
Seamless Care Experience
Through Specialty Pharmacy
A FOCUS ON VALUE-BASED CARE INITIATIVES
Based in Utica, New York, Mohawk Valley Health System (MVHS) serves approximately
600,000 people across Oneida, Herkimer, and Madison counties. The system has mo
re
Wynn Hospital, located in downtown Utica. The full-service, 373-bed facility and Level III
trauma center opened in 2023 to replace two older area hospitals. It offers patients a range
of medical and surgical specialties and has dedicated floors for critical care, intermediate
care, and women’s health.
“For a medium-sized community hospital with no real ties to any large systems, Wynn
Hospital provides a pretty impressive suite of services,” says Dr. Gary Zimmer, M
D, FACEP,P
explains, is part of the health system’s overarching goal to expand its portfolio of value-
based care initiatives aimed at lowering costs while delivering better patient outcomes
and higher-quality services to the surrounding communities.
CHALLENGE: CLOSING THE GAP IN PHARMACY SERVICES
As MVHS began its value-based journey, they realized being able to have specialty
medications readily available to patients was a real gap, says Zimmer. “We had a lot of
limitations and concerns about our ability to provide medical treatment to patients who
needed it.”
Christopher Houle, PharmD, BCPS, BCGP, CDCES, di
rector of pharmacy for MVHS, agrees.
“Originally, we had a small employee-only pharmacy that only served our insured staff,”
he says. This left providers and patients on their own to get access to treatment — which
can be complex when dealing with specialty medications. “These therapies are often
expensive, even with insurance coverage. They just aren’t always accessible to patients.”
Adherence to protocols can also be an issue, adding even more of an administrative
burden on providers to follow up with patients to ensure they take medications correctly.
Dr. Gary Zimmer, M
D, FACEP
~ Mohawk Valley Health System
(MVHS)
Christopher Houle, PharmD,
BCPS, BCGP, CDCES
Director of Pharmacy
~ Mohawk Valley Health System
(MVHS)
Nicolina Castilla, PharmD
Director of Onsite Operations,
General Manager
~ CPS Solutions, LLC/Mohawk
Valley Health System (MVHS)
CASE STUDY
www.cps.com
“That’s when we started asking ourselves — how do we get medications to patients who
need them with the least friction? How do we ensure we give them every opportunity to
comply with medication regimens?” Zimmer says. The answer was clear. They needed to
add specialty pharmacy services to their initiatives. The next question was: should they do
THE SOLUTION: AN ONSITE SPECIALTY PHARMACY MODEL
For MVHS, building a specialty pharmacy centered on improving patient outcomes.
“We felt bringing an expert on board would help us get the program up and running faster,”
Houle explains. After exploring several options, MVHS ultimately chose CPS Solutions, LLC
(CPS), one of the country’s largest pharmacy and hospital solution providers. According to
Zimmer, what they liked best about CPS’ offering was their local care model. “The promise
remote support — was key for us. It’s just a much more personalized approach.”
Nicolina Castilla, PharmD, who was born and raised in Utica and now works for CPS as
MVHS’ director of onsite operations, general manager, describes how the program works.
“The CPS pharmacy team supports both physicians and patients from MVHS’ 30 medical
groups and Wynn Hospital. We help patients access specialty prescriptions in a timely
patients in need, so medications are available immediately.”
THE RESULT: HIGHER-QUALITY CARE, EASIER ACCESS, AND
BETTER OUTCOMES
When prior authorization is required, the CPS team will start the process immediately so
patients can receive their prescriptions as soon as possible. On average, the CPS team
has achieved a 98% approval rate for submitted prior authorizations. “If the cost of the
medication isn’t covered or the co-pay is too high, we’re going to hit the ground running
assistance for their patients. Acco
o Houle, taking the administrative burden of prior
mor
Another way the CPS’ team is freeing up providers’ time is by helping patients better
manage their care. They follow up with patients regularly to talk to them about how
they are feeling, if they have missed any doses, and if they are having side effects.
“This ongoing communication not only helps improve adherence rates but also reduces
are medication-related, which we’re now addressing before they even think to call
the doctor,” explains Castilla. Monitoring adherence and helping patients make a plan
to comply with medication protocols also reduces longer-term hospitalization and
readmissions.
“
“
at-the-elbow support
and having CPS
remote support — was
key for us. It’s just a
much more personalized
approach.”
If the cost of a
medication isn’t covered
or the co-pay is too
high, we’re going to hit
the ground running for
Dr. Gary Zimmer, MD, FACEP
~ Mohawk Valley Health System
(MVHS)
Nicolina Castilla, PharmD
Director of Onsite Operations,
General Manager
~ CPS Solutions, LLC/Mohawk
Valley Health System (MVHS)
CASE STUDY
www.cps.com
“That’s when we started asking ourselves — how do we get medications to patients who
need them with the least friction? How do we ensure we give them every opportunity to
comply with medication regimens?” Zimmer says. The answer was clear. They needed to
add specialty pharmacy services to their initiatives. The next question was: should they do
THE SOLUTION: AN ONSITE SPECIALTY PHARMACY MODEL
For MVHS, building a specialty pharmacy centered on improving patient outcomes.
“We felt bringing an expert on board would help us get the program up and running faster,r”
Houle explains. After exploring several options, MVHS ultimately chose CPS Solutions, LLC
(CPS), one of the country’s largest pharmacy and hospital solution providers. According to
Zimmer, what th
ey liked best about CPS’ offering was their local care model. “The promise
remote support — was key for us. It’s just a much more personalized approach.”
Nicolina Castilla, PharmD, who was born and raised in Utica and now works for CPS as
MVHS’ director of onsite operations, general manager, describes how the p
rogram works.
“The CPS pharmacy team supports both physicians and patients from MVHS’ 30 medical
groups and Wynn Hospital. We help patients access specialty prescriptions in a timely
patients in need, so medications are available immediately.”
THE RESULT: HIGHER-QUALITY CARE, EASIER ACCESS, AND
BETTER OUTCOMES
When prior authorization is required, the CPS team will start the process immediately so
patients can receive their prescriptions as soon as possible. On average, the CPS team
has achieved a 98% approval rate for submitted prior authorizations. “If the cost of the
medication isn’t covered or the co-pay is too high, we’re going to hit the ground running
assistance for their patients. Acco
o Houle, taking the administrative burden of prior
mor
Another way the CPS’ team is freeing up providers’ time is by helping patients better
manage their care. They follow up with patients regularly to talk to them about how
they are feeling, if they have missed any doses, and if they are having side effects.
“This ongoing communication not only helps improve adherence rates but also reduces
are medication-related, which we’re now addressing before they even think to call
the doctor,r” explains Castilla. Monitoring adherence and helping patients make a plan
to comply with medication protocols also reduces longer-term hospitalization and
readmissions.
at-the-elbow support
and having CPS
remote suppo
rt — was
key for us.
ItI ’s just a
’
much more personali
zi ed
ap
approach.”
IfIf the cost of a
medication isn’t c
’
overed
or the co-pay is too
high, we’re going to hit
the gr
g ound
running for
Dr. Gary Zimmer, M
D, FACEP
~ Mohawk Valley Health System
(MVHS)
Nicolina Castilla, PharmD
Director of Onsite Operations,
General Manager
~ CPS Solutions, LLC/Mohawk
Valley Health System (MVHS)
23