Behind the Counter: How our VA Pharmacists Enhance Patient Care

The Western North Carolina VA Health Care System boasts a robust pharmacy service, ensuring Veterans have access to medications around the clock. In addition to the 24/7 medication dispensing in the department, the pharmacy also offers curbside service, Monday to Friday from 10 a.m. to 4 p.m., providing convenient access for Veterans. However, these aren't the only services the pharmacy utilizes to enhance patient care.

The 5-star rated health care system features decentralized outpatient pharmacists who are integrated into the primary care team ready to provide support. Andrea Hill-Crook and Derek A. Yates discuss their roles in detail. 

According to them, being close to primary care allows them to engage directly with patients and colleagues, addressing any questions related to medications or co-payments that may arise. "We serve as a point of contact for pharmacy-related matters, not just for the Veterans who visit us, but also for the rest of the staff," said Hill-Crook, who serves Veterans from Primary Care 3. 

In addition, they are actively involved in developing patients' treatment plans and ensuring that Veterans receive the appropriate doses and medications. "I have become so familiar with my providers and their prescribing habits that it is easy for me to identify potential issues," said Hill-Crook. 

After Hurricane Helene, decentralized outpatient pharmacists worked closely with nurses and providers to process medication orders for patients. "Many people needed their medications replaced," recalled Yates, who serves Veterans from Primary Care 1. "Instead of having Veterans visit the pharmacy, they could send a message to their providers, allowing us to process their medications more efficiently," he explained. According to Yates, this collaboration not only enabled them to process the orders but also to track shipments. 

Yates elaborated on how his role aids in minimizing the wait times that Veterans face when accessing their medications. "Typically, Veterans would have to check in at the pharmacy, but we can manage that while they are leaving their appointments," he said. "This method allows them to go to the labs, and by the time they finish, their medication is packaged and ready at the window. I believe this approach saves them time." 

On the other hand, Associate Chief of Pharmacy Operations Ryan S. Mills underscored the roles of technology in their operations.

Have you ever wondered what the QR code printed on medication labels is for? Mills explained that this feature, called Meds on Cue, directs patients to a website with detailed information about their medication and access to various helpful resources. By scanning the QR code on their prescriptions, Veterans can watch short videos that explain how to use their medication, its side effects, and its benefits. 

Another tool the pharmacy team utilizes is VEText, an appointment reminder system that allows Veterans to confirm or cancel appointments. Pharmacists use this system to notify Veterans when their prescriptions are ready for pickup. This helps reduce patient wait times and enables them to attend other appointments they may have.

Additionally, Veterans can request refills, track the delivery status of their medications, and review their prescription history through online platforms like MyHealtheVet. "Veterans should request refills at least 14 days in advance to allow sufficient time for processing, verification, and delivery," advised Mills to prevent interruptions in their medication routine. 

It’s important to note that starting January 31, Veterans will need to use a login.gov or ID.me account to access the health portal. My HealtheVet will still be available; only the way to access it will change. For more information visit: Prepare For VA’s Secure Sign-In Changes | Veterans Affairs