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Keeping Your Patients Engaged

Keeping Your Patients Engaged

In recent years, it has become increasingly apparent that by working directly with the patient to manage medication use and to achieve therapeutic goals, pharmacists can contribute lot more to the health care system than traditional drug distribution models.

The difference is the pharmacist-patient relationship. In fact, a study recently published in the Research in Social and Administrative Pharmacy journal analyzing the Patient Care Process utility in a community pharmacy setting outlines 3 important steps:

  1. Assess to the patient’s drug therapies to identify drug related problems. This requires a pharmacist to use pharmacologic expertise in resolving and preventing drug-related problems.
  2. Develop a care plan. The researchers found pharmacists primarily conducted care plan activities at pick-up, as this is when they discussed the goals of therapy and interventions.
  3. Conduct follow-up evaluations. The study found only one-third of pharmacists planned a follow-up time with patients to evaluate therapy appropriateness.

The advent of Medication Synchronization using the Appointment-Based Model ensures that sufficient time is allotted at pick-up for these interventions. Even simpler solutions, like automated messaging, have consistently delivered better adherence. For example, refill reminder calls alone have been shown to produce increases in PDC in excess of 2%. Immunization intelligence solutions and MTM are other examples where automated alerts are effective tools across the care continuum.

Unified Notifications

Deciding on the best notification channels to keep your patients informed and engaged shouldn’t be complicated. Your platform needs to be capable of automating routine alerts, like refill reminders and ready-for-pick-up reminders, yet facilitate and even encourage more personal interactions for special situations or high-value patients. The reality is that keeping patients engaged in their own care also means accommodating those patients who want the flexibility to decide for themselves which communication channel(s) work best. Can your system recognize these situations and quickly meet those needs?

Flexibility and Interoperability

Embracing an Omni-channel patient communication strategy via a singular data hub ensures that your patients will receive consistent personalized messaging specific to their treatment. To better serve your patients, know not only who to contact and also who is contacting you on an inbound notification. Technology available today can even help determine why they’re calling prior to any human intervention. Your application needs to access data, sometimes from disparate systems, like your pharmacy management system or external sources, like health plans. These application “hubs” gather, process, analyze and generate.


Keeping your patient data secure at all times should be paramount. Your vendor must be knowledgeable and compliant with the most recent regulations related to FTC, FCC and HIPAA both at the State and Federal levels.

With the right vendor partner, your organization can use patient notifications in a way that resonates, to change behaviors, improve outcomes and, ultimately, increase patient satisfaction.

Contact us to learn more about how your pharmacy operation can benefit from CLARO™ Pharmacy Solutions.

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Alphonse J. Sasso

VP of Business Development