Pharmacy Workflow Revolution

Synopsis

• Our client’s Central Pharmacy Operations (CPOs) process millions of prescriptions daily across varying states.
• Implemented IBM Operational Decision Manager and a linear programming model using IBM CPLEX, to optimize the CPOs.
• Our solution significantly improved service levels and minimized costs.

Article

Filling prescriptions is a complex operation that extends far beyond merely dispensing medication. Numerous behind-the-scenes tasks, unknown to patients, are critical for efficient service:

• Accurate entry and verification of prescription and patient data.
• Assessing medication suitability based on the patient's age, weight, and condition.
• Substituting medications when specific brands are unavailable.
• Verifying insurance payment authorizations.

These tasks, not necessarily needing completion in-store, are ideally suited for centralized processing to enhance service levels and reduce labor costs. Our client addresses this through its Central Pharmacy Operations (CPOs), which process millions of prescriptions daily across varying states, each with unique regulatory and licensing requirements.

To improve service levels and minimize costs at our client’s CPOs, BP3 developed a system to continually optimize the assignment of pharmacists and technicians to prescription fulfillment tasks. This system comprises two main components:

IBM Operational Decision Manager: Determines task eligibility for each pharmacist and technician based on diverse state regulations.

A linear programming model using IBM CPLEX: Calculates optimal task assignments for pharmacists and technicians, based on maximizing service and minimizing overall cost.

Our solution significantly reduced the customer wait-time variance for in-store customers. Furthermore, work levels for pharmacists and technicians within the Centralized Pharmacy are better controlled which leads to more efficient utilization of resources.