CASE STUDY
thecomplianceteam.org
struggled with gathering all the information we needed on a consistent basis.” This made audits
stressful. TCT helped the team create a standardized process for every Medicare Part B fill. Now,
pharmacists use a simple form to capture all the details needed in the event of an audit and have
patients sign off on it. “Having a partner, like The Compliance Team, who knows the nuances inside
and out, who can break things down and explain it to you in plain language, is invaluable.”
Since then, Lewis Drug has added Long-Term Care Accreditation at various locations to support
their partnerships with the local facilities they serve. This is in addition to TCT’s TelePharmacy
Accreditation, explicitly designed to help pharmacies expand their reach in remote communities
within state-specific regulations. Lewis Drug has earned TCT’s Exemplary Provider® status through
these accreditations, demonstrating their commitment to quality and safety. “For us, being an
Exemplary Provider means we’re delivering the most consistent and highest quality services
possible,” explains Strobl.
REAPING THE REWARDS OF PHARMACY ACCREDITATION
Accreditation certainly does take time and effort, but Strobl believes that not being accredited and
trying to weed through standards and policies alone would be even more time-consuming. That’s
why she feels having TCT’s compliance requirements written in a clear, straightforward way has
been immeasurable for Lewis Drug’s small corporate team. “Knowing we can rely on their expertise
means a lot to our pharmacists because they can concentrate on doing what they do best, taking
care of their customers.” And it shows. Strobl says patients feel very comfortable coming into
a Lewis Drug because they know pharmacists are always available to answer questions. “Our
pharmacies are just getting busier and busier, and I think it’s because of the level of service our
pharmacists provide – partly due to the efficiencies accreditation has afforded us.” Strobl says
accreditation has also added a lot of value for the pharmacy where payers and State Boards of
Pharmacy are concerned. “They know that as an accredited provider, we are already meeting many
of their guidelines — and that we’re operating on a proven set of policies and best practices.”
“In the end, what TCT does for Lewis Drug,” says Strobl, “is help us put a spotlight on quality
improvement. That’s exactly what I’m looking for. That’s what it’s all about for us.” She points to
Medicare as an example, which requires that pharmacies document patient complaints. “The
Compliance Team has helped us develop a process for gathering the information as required –
through their patient satisfaction tool — but they’ve also shown us how to use the feedback as an
asset to uncover opportunities to do better.”
Strobl adds that TCT also encourages the pharmacy to push the envelope with its quality
improvement goals. “They dig deeper into where we are and where we want to be – even comparing
quality improvement goals year after year to make sure we’re building on them.” She says this helps
the pharmacy keep moving forward and stay true to its innovative nature.
A FOOLPROOF METHOD TO PROCESS IMPROVEMENT
TCT’s programs are designed to provide third-party validation of processes based on operations-
driven standards, adapted to the unique aspects of each organization’s business model. Standards
are written to be easy to understand – with the objective of establishing consistency of services,
processes, and quality across all of Lewis Drug’s pharmacies. This is combined with TCT’s expert
implementation guidance. Together, TCT’s model and its accreditation process help pharmacies
streamline operations and improve patient and staff satisfaction.
When starting an accreditation process, TCT gives pharmacies access to
a dedicated portal that provides checklists and details the standards to
be met. “We usually start with a self-assessment to determine what we
need to focus on,” says Strobl. To help them do this, TCT offers a series
“
For us, being an
Exemplary Provider
means we’re delivering
the most consistent
and highest quality
services possible.”
“
Not only has
Accreditation
resulted in better
consistency across
our 60 locations, but
it has made us more
self-aware of the
things we needed to
be accountable to.”
Jessica Strobl, PharmD
Vice President of
Professional Services
~ Lewis Drug
Mr. William Ladwig, RPh
Senior Vice President,
Professional Services
~ Lewis Drug