Patient Impact Stories
The many stakeholders who make up the specialty pharmacy industry are well aware of the difference that specialty pharmacy makes. The intricate medications for the complex, often chronic conditions that comprise specialty pharmacy require the collaboration of a network of stakeholders who are knowledgeable about special handling and administration of each drug therapy. But for those who are not aware, or who might take for granted the care we take to make the patient journey the best it can be, NASP is introducing The Specialty Pharmacy Difference as a recurring feature in The Advocate and on the NASP website. The idea emerged from members of NASP’s Customer Experience Committee, who noted that the comments they receive from patients serve as moving testimonials for their teams as well as reflecting positively on the entire industry.
You are invited! Each contributor of our diverse membership is invited to submit their patient feedback or comments from customers that relate directly to the patients they serve.
Do you have a testimonial we can publish? Please let us know at info@naspnet.org.
A challenging patient, A.A., was starting on a rheumatology medication that is new to the market, and required a paper application process with extensive follow-up (lab and blood pressure monitoring). Because A.A. is homeless and does not have his own transportation, Elizabeth explored options to assist him in obtaining the medication and provided information on how to complete needed follow-up.
Elizabeth spoke with A.A. numerous times ensuring he received and began administering the medication. She also set up a special one-on-one visit to provide A. A. with a folder containing key phone numbers (Elizabeth’s, doctor office, RNCC, specialty pharmacy), shelter options, and other important information. Elizabeth created a calendar that listed A.A.’s upcoming medical visits, not just his rheumatology visits, with reminders to check lab work and BP at those visits. If A.A.’s BP was elevated, next steps were included. The folder also contained a notepad and 2 pens.
After the one-on-one visit, Elizabeth said A.A. was thankful for the folder but especially thankful for the pens. Here, Elizabeth’s knowledge and expertise were used to help A.A. successfully start and remain on his new medication. This showcases how her simple generosity of pens made a world of difference to A.A.
Another patient, C.C., was recently hospitalized and diagnosed with a condition that causes inflammation in her arteries. English is her second language and she was having trouble accepting her new diagnosis because she wanted to travel to her home country and manage a new medication. Elizabeth met with C.C. while in clinic, and spoke with her many times on the phone, to answer questions and provide reassurance.
Elizabeth was instrumental in ensuring she received enough medication through UVA ERC Pharmacy to last her on her trip. C.C. has returned to the US and her condition is stable because she was able to maintain her medication schedule.
From Nathan Hart, UVA Health
“I met with a patient in person today who started crying as soon as I walked in and stood to give me a big hug stating, ‘You all have no idea what you have done for me and how much you have helped me. I wasn’t taking any of my medications for 4 months because I couldn’t afford them and thought ‘if no one else cares then why should I?’ You all have made everything so easy and manageable, and I feel like for the first time in my life, someone cares about me and my health!’ – Baptist Health
“I have been a patient at BioTek reMEDys nearly every month for the past two years and strongly recommend BioTek reMEDys as the most compassionate and accommodating specialty healthcare provider in the industry.
My lifestyle, schedule, and privacy are incredibly challenging, yet the nurses (ANGELS!) support my individualized medical needs, concerns, and comfort ensuring a consistently superior quality of life. Plus, I am confident the management and staff are my advocates providing the resources I need – giving me peace of mind.
My physician recommended me to BioTek reMEDys as the people who go above and beyond for their patients.
Quality health care doesn’t just happen. I have had many bad experiences over the previous four years at cancer treatment centers and hospitals. Since then, every visit here has been miraculous resulting from the unmatched individualized attention and care.
Simply stated: BioTek ReMEDys genuinely cares!” – BioTek remEDys
