Mail Order Pharmacy
Industry:
Mail Order Pharmacy
Problem:
An emerging central fill and mail order pharmacy was preparing for rapid business expansion and needed to ensure that its policies and procedures (P&Ps) were robust, comprehensive, and aligned with best practices. As a startup with evolving workflows and new operational capabilities, the organization required support to draft and update its P&Ps in a way that would scale with growth, satisfy regulatory expectations, and provide operational clarity across teams.
PHSI Solution:
PHSL began by conducting a detailed assessment of the pharmacy’s existing policies and procedures, identifying gaps related to regulatory requirements and comparing against operational best practices. PHSL assessed the unique needs of a high‑volume central fill environment to ensure that documents align with quality assurance standards. Through structured working sessions with the pharmacy’s leadership team, PHSL identified areas where policies required clarification, expansion, or realignment with industry best practices. PHSL then drafted and updated the necessary documents to ensure each policy was comprehensive, internally consistent, and fully addressed the core operational elements required for a central fill and mail order environment. This collaborative, iterative process ensured that the resulting P&Ps reflected the organization’s actual workflows, while eliminating gaps and strengthening overall policy structure.
Results:
With PHSL’s expertise, the central fill and mail order pharmacy received a complete, future-ready library of policies and procedures tailored for both current operations and planned expansion. The updated P&Ps enhanced organizational clarity, supported regulatory readiness, and provided a scalable framework to accommodate new services and operational growth.
Industry:
Mail Order Pharmacy
Problem:
A mail service pharmacy sought to prepare for Joint Commission Accreditation under a business-driven time constraint and multiple moving organizational parts. The pharmacy also needed to update their policies and procedures to comply with several of the Joint Commission’s requirements.
PHSI Solution:
PHSL identified the Joint Commission’s performance requirements (over 500) and performed a gap analysis against current company policies and procedures. PHSL identified all the issues that needed to be addressed and then worked with multiple business owners and key subject matter experts to update and/or create new policies and procedures that complimented their current business practices. PHSL was able to perform this work entirely virtually via a series of targeted working session calls with individual owners, as well as weekly update calls with the client initiative owner. The weekly update calls kept the project on schedule and allowed us to discuss solutions to any emerging red flags in a timely manner.
Results:
With PHSL’s help, the mail service pharmacy was well prepared and successfully passed the accreditation on their first attempt! In addition, PHSL helped business owners uncover target areas for policy and procedure improvement. The business owners and client sponsor credited PHSL’s clear communication and project management skills, as well as content knowledge, with the successful TJC accreditation outcome.
Industry:
Mail Order Pharmacy
Problem:
A mail order pharmacy reached out to PHSL for assistance in evaluating their pharmacy operations and providing guidance on the pharmacy’s payer and network contracting strategies. The pharmacy has multiple lines of business including commercial contracts with key PBMs and PSAOs. The pharmacy requested PHSL’s assistance to assess the data management, financial reconciliation processes, and organizational structure to improve dollar retention and allow for proper management controls, thereby facilitating organizational growth.
PHSI Solution:
PHSL held a two-day onsite meeting to review the pharmacy operations, tour the facilities, and meet with key management personnel. A series of follow-up calls were used to further discuss the suspected issues identified with key subject matter experts at the pharmacy. Weekly update calls were held with the client to keep the project on schedule and discuss findings uncovered in the previous week.
Results:
PHSL used a PAR (problem-action-recommendation) approach to present the issues to the pharmacy management team. PHSL rank ordered the identified issues based on those that would provide the biggest impact on operational efficiencies and result in positive financial gains for the pharmacy. Based on the collaborative nature of the project and management’s participation in the calls, the final report provided c-suite leaders with an overview of the findings without any surprises. The pharmacy reported a high level of satisfaction with the project report and could then take actionable steps to implement changes.
Industry:
Mail Order Pharmacy
Problem:
A mail service pharmacy needed to prove compliance with Good Manufacturing Practice (GMP) regulations for finished pharmaceutical products to successfully obtain a Patient Assistance Program (PAP) contract from a pharmaceutical manufacturer. The pharmacy also needed to update their policies and procedures to comply with the manufacturer’s specifications for drug storage, safety, and distribution.
PHSI Solution:
PHSI performed a GAP analysis and evaluated the pharmacy’s current policies and procedures with GMP and the manufacturer requirements. PHSI identified all issues that needed to be addressed and assisted with updating the policies and procedures. During an onsite visit, PHSI toured the facility and noted any areas that could prove problematic in passing a GMP audit. PHSI then designed and administered a mock-audit for the pharmacy staff in advance of the actual audit. Issues identified were in advance of the manufacturer’s audit. Finally, PHSI conducted GMP training sessions for all pharmacy staff.
Results:
With PHSI’s help, the mail service pharmacy responded to all issues in the audit report, which were minor in nature. The mail service pharmacy confidently and successfully passed the audit and obtained the Patient Assistance Program (PAP) contract from the pharmaceutical manufacturer.