A UPMC Enterprises project to build a more consumer-friendly pharmacy experience took a step forward recently with the launch of new services: an automated chatbot to provide text-based adherence check-ins and refill reminders as well as a central processing pharmacy to handle orders and facilitate home delivery.
These new components of the UPMC Rx Express project aim to make it easier for patients to get their prescriptions, which is an important factor in boosting medication adherence, refill rates, and patient satisfaction.
In a pilot of the services at UPMC, the Rx Express team achieved a 314 percent year-over-year increase in patient volume for the three months ending in May. The pilot, which was carried out with UPMC dermatology patients at the Falk Clinic and used the UPMC Falk Pharmacy in Oakland, provided waiting room delivery or expedited pickup of prescriptions, as well as follow-up calls and refill reminders for patients.
While the project is still in its early stages, Rx Express has expanded the services to patients discharged from Children’s Hospital of Pittsburgh of UPMC and UPMC Shadyside. And, the chatbot has replaced phone calls with an automated service that checks in on medication adherence, reminds patients to refill prescriptions, and coordinates at-home delivery.
In the coming months, the services will be expanding to more sites and adding new features such as mobile payment options.
There are three ways to get the UPMC Rx Express services:
- Go to the Rx Express website and fill out the sign-up form, or call 833-831-8117 to have your existing prescriptions transferred.
- Dermatology patients at the Falk Clinic or those being discharged from UPMC Shadyside or Children’s Hospital can ask to be automatically enrolled.
- Starting mid-July, patients can ask any provider to send new prescriptions to “UPMC Rx Express Pharmacy” to be filled.
There are no extra fees beyond your existing pharmacy copay to use Rx Express. UPMC Health Plan members using Rx Express may be eligible to receive a 90-day supply of medications for the cost of two 30-day fills.
Congratulations to the Rx Express product team for reaching this milestone: Amanda Abernathy, Shane Chesnutt, Robin Guter, Isaac Harris, Nicole Kenley-Carpenter, Karyna Kerin, Mike Levin, Jason Shifflet, and John Reiter.
