-_u.-..... 

THE CLINICAL ROLE OF THE


COMMUNITY PHARMACIST


CASE STUDIES 

Richard P. Kusserow 

INSPECTOR GENERAL 

OEI-01-B9-B9161 NOVEMBER 1990 
10 

THE CLINICAL ROLE OF THE


COMMUNITY PHARMACIST


CASE STUDIES 

"VJCf$' 

'0 

q"'.I3G 

OFFICE OF 
 INSPECTOR GENERAL

OFFICE OF EV ALUA TlON AND INSPECTIONS 

NOVEMBER 1990 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . 

. . . . . . . . . . . . . . .

TABLE OF CONTENTS


INTRODUCTION................................................. .


ANALYSIS OF CASE STUDIES......................................


CASE STUDIES 

Calvin Knowlton and Amherst Pharmacy 

Howard Juni and Capitol Drug 

Linda Garrelts and Jones Pharmacy. . . 

Nancy Culberson and 

Lexington Family Practice Pharmacy. . . . . . 

Julee Alexander and Lifesource ..............................


Madeline Feinberg and 

Accredited Surgical Company. . . . . 

APPENDIX 

Case Study Methodology. . . . . 1 - 1

INTRODUCTION 

This is a companion report to the January 1990 Office of the InspectOr General report entitled 

The Clinical Role of the Community Pharacist. " That report describes the current level of 

clinical services available in community pharacy settings, discusses the barers that limit 

the availability of such services, and suggests actions that can be taen to improve 

pharmaceutical care for ambulatOry patients. 

This report provides an analysis and summar of the case studies that are referenced in the 

above report. These studies focus on six community pharacists who provide a broad range 

of clinical services to their patients. Clinical services are those patient-oriented functions that 

identify, resolve, and prevent drug-related problems. 

Our purpose in conducting the case studies was twofold: (1) to detertne the extent and type 

of clinical services offered by the pharacists, and (2) to identify methods they use to 

overcome barers to clinical care. These barers, which ar discussed at length in the 

companion report, include: 

Economic: product-based reimbursement strctue and uneven use of supportve 

personnel. 

Interprofessional: lack of collaboration between physician and pharacist. 

Informational: incomplete patient profIe information. 

Training: inadequate training in clinical pharacy skills. 

Patient demand: uneven demand by patients for clinical pharacy services. 

In this context, it is important to note that our case-study pharacists are not representative of 

community pharacists as a whole. They were selected, in fact, because of the atypical nature 

of their practices. In each case, we observed their daily activities, interviewed patients served 

and spoke with physicians with whom they collaborate. Based on these observations and 

interviews, we documented the rage of services offered in each of the four componenis of 

clinical pharacy services: collection of patient information, drg utilization review (DUR), 

patient counseling, and physician consultation. Measuring their performance agaist the mean 

level of clinical services offered in community pharacy settngs as documented in research 

literature, we can safely say that all provided an exceptional mix of clinical care to their 

patients. (See appendiX: I for a description of the case study methodology. 
In the first par of this report, we present an analysis of how the four case-study pharacists 

who practice in traditional community settings were able to overcome the barers to clinical 

practice. These pharacists are: Calvin KnowltOn, owner of Amherst Pharacy in 

LumbertOn , New Jersey; Howard Juni , co-owner of Capitol Drug in White Bear Lake 

Minnesota; Linda Garelts, co-owner of Jones Pharacy in Spokane, Washington; and Nancy 

Culberson, owner of Lexington Family Practice Pharacy in Lexington, South Carolina. 

In the second par of the report , we offer a detailed summar of the practices of each of the 

above pharacists and of the two others who do not practice in traditional community 

settings: J ulee Alexander of Lifesource Inc. in Larkspur, California, and Madeline Feinberg of 

Accredited Surgical Company in Columbia, Marland. 
ANALYSIS OF CASE STUDIES 

Our analysis of how the case-study pharacists have overcome barers to clinical practice 

indicates that the methods used are typically a function of individual skills and personal 

commitment. We note that the flexibility inherent in managing one s own independent 

pharacy is one condition in which these skils can be applied; nevertheless, as discussed in 

the companion report, the independent pharacy setting does not, in itself, guarantee that a 

full range of clinical services will be provided. 

There were no unusual environmental or market conditions that allowed the case-study 

pharmacists to develop clinical practices. All operate in highly competitive markets and 

compete for custOmers with chains, discount pharacies and mail service pharacies (MSPs). 

Populations served by the pharacists are quite diverse, ranging from working class urban 

patients to more affuent suburban patients. In sum, these pharacists enjoy no external 

advantage over their colleagues. Instead, a combination of skills in clinical pharacy, 

business management and communications, coupled with an unusually strong professional 

commitment appear to be the ingredients for a successful clinical pharacy practice. 

Our conclusion from the case study analysis is that this formula cannot be duplicated easily 

either through reimbursement incentives or regulatory requirements. The conditions that 

obtain in these four cases where barers to clinical pharacy have been overcome are largely 

idiosyncratic and do not suggest an immediate or generalzable solution to the current gap in 

clinical pharacy services for ambulatory patients. 

Below is a summar description of how the case study pharacists manage the barers 

providing clinical patient care as described in this report: 

The Economic Barrie':: All of the case study pharacists have developed financially 

successful practices that include a broad range of clinical services, despite the constraints of a 

transaction-based reimbursement system. Their ability to do so is the result of two factOrs. 

The first is an aggressive, entrpreneurial approach to the business management aspect of their 

practice. As independent pharacists, they are able to control all aspects of their practice and 

each has a history of experimenting with new products, services and marketing techniques. 

Several have expanded their traditional prescription drg services to home health car 

products; one has experimented with marketing his practice as a specialized geriatrc service. 

Several offer blood pressure and cholesterol testing services for their patients. The 

development of new markets and services such as these appears to loosen the economic 

constraints and subsidize the clinical service aspect of the practice. One may conclude that the 

view of the pharacist as a busiqessperson, traditionally associated with the view of the 

pharacist as a non-professional, seems quite compatible with a clinically-oriented 

professional role. 
The second factor that reduces economic barers is the use of technicians. Each of the 

case-study pharacists uses technicians to count and pour pils and to perform other technical 

and supportive activities. Economically effcient allocation of personnel allows these 

pharmacists to spend their time interacting with patients, analyzing clinical problems and 

consulting with physicians.


The I nterprofessional Barrier: 
 Each of our study pharacists appears to have a strong sense

of his/her own professionalism. In day-to-day activities of their practice , they are nO! hesitant 

to initiate contact with physicians and each is aggressive in doing so when a question arises on 

patient care. Several are co-located with medical practices and are able to consult with 

physicians regularly on a face-to-face basis. One pharacist who is co-located with a family 

practice has an arangement with the physicians whereby she reviews each patient s char 

every time a physician prescribes a drg. In no case did we sense that the pharacists 

consider themselves inferior to the physicians with whom they dealt; rather, they see 

themselves as one par of a primar health car team. 

In addition to collaborating closely with individual physicians, the study pharacists also are 

quite active in professional associations, and some use those affiliations to educate local 

groups of physicians about the clinical services pharacists can offer. One of our study 

pharacists is involved in a project with her local pharacy association in which pharacists 

appear at local medical association meetings to present continuing education modules on drg 

therapy and the role of clinical pharacy in the community setting. A physician who is 

involved in the project reponed to us that he believes this education effort has encouraged his 

colleagues to collaborate more effectively with local pharacists. Some other pharacists we 

visited also lecture to groups of physicians in less formal settings. In sum, the case-study 

pharacists have managed to improve intet'rofessional relationships though both individual 

and group efforts in the context of promoting their profession. 

The Informational Barrier: 
 All of the pharacists we visited place strong emphasis on

gathering patient information, including prescription and over-the-counter medications, 

allergies and diseases/conditions. The information is then automated (all use computerized 

screening tools) and updated when there is a change in status. As mentioned previously, some 

of the pharacists also provide monthly blood pressure scrning and all routinely request lab

data information from physicians or patients when they suspect a dosage level problem. The 

most elaborate information review occurs in the case of the pharacist who is co-located with 

a family practice and is able to review complete medical fies for each patient. 

The Training Barrier: 
 All of the pharacists we visited graduated in the past 20 years from 

colleges of pharacy with currcula in clinical services. Several also have other 

undergraduate or graduate degrees and one has a Phar.D. degree. Additionally, all are 

affiliated in some way with nearby academic institutions. All allow their pharacies to be 

used as clerkship or internship sites by local colleges of pharacy and some teach par time in 

these colleges.

These contacts with academic institutions help to keep the pharacists in touch not only with 

trends in pharacy education, but also more generally with the latest thought concerning their 

profession. In paricular, ideas concerning clinical pharacy, although they may be wide1y 

discussed and endorsed, are not so firmly entrnched in the mainstream of professional 

practice as they are in colleges of pharacy. Thus, continued contact with these leaming 

centers helps to reinforce pharacists ' commitment to clinical pharacy practice. 

The Patient Demand Barrier: 
 This barer is reduced in a number of ways by the pharacists

we visited. All provide some written information to their patients and discuss basic 

medication issues with each new prescription, whenever there is a status change in the 

patient s profie, and in cases that are deemed as high risk by the pharacist. (They also make 

themselves available by phone when the pharacies ar closed.) The pharacists believe that 

this information sharng and counseling both encourage patients to raise questions and create 

expectations among patients that afect demand. 

Each pharacist is also sensitive to issues of privacy and every pharacy we visited had some

semi-private space for patient counseling. One pharacist who operates an apothecar has 

designed the physical setting so that the waiting ara is separted from the space in which he 

counsels patients. 

Several pharacists publish newsletters on health car and drg topics that are avaiable for ­

their patients in the waiting ara. This technique, they believe, also encourages patients to be 

more aggrssive in requesting additional information. Most of the pharacists also attend 

brown-bag sessions with elderly patients to discuss their drg regiens and educate them 

about clinical pharacy services. 
CASE STUDIES


CASE STUDY No. I: 

Ca!i,in Knowlton and Amherst Pharmacy 

GENERAL BACKGROUND 

Amherst Pharacy is located in Lumberton , New Jersey. Amherst was purchased by its 

current owner, Calvin Knowlton, in 1975 at which time it was it full-scale drgstore that 

included both pharacy and non-pharacy items. Over the next three years, Mr. Knowlton 

transformed the operation into an apothecar, which offers only pharacy products. (At 

Amherst, the stock of non-prescription drg items is quite limited and represents only a small 

percentage of the overall pharacy transactions.) In addition to drug products, Amherst also 

sells and leases durable medical equipment. 

Lumberton is a suburb of Philadelphia and Amherst s client base is a mix of middle and 

working class patients. Approximately 11 percent of prescriptions are Medicaid-reimbursed, 

45 percent are paid for by private third pary insurers and the remainder are paid for in cash. 

Amherst services two nursing homes and one hospice as a provider of prescrption drgs, but 

does not act as a consultat in those facilities. (Although pharacies in New Jersey are 

. perttted to provide both consulting and dispensing services to a nursing home, such 

arangements are highly unusual. ) Amherst competes with seven other pharacies within a 

two-mile radius. 

Approximately 1650 prescriptions are filled at Amherst on a weekly basis. Eight hundred 

twenty five or 50 percent are for nursing home and hospice patients and the remainder are for 

ambulatory patients. 

PHARMACIST' S BACKGROUND 

The pharacy is owned and managed by Calvin Knowlton, who received his B.S. degree in 

1972 from the Temple University School of Pharacy. Mr. Knowlton is currntly in the 

process of completing a doctorate degree in Pharacy Admnistation and Health Policy at the 

University of Marland. 

For the past eight years, Mr. Knowlton has taught at several universities, including Temple 

Rutgers and the Philadelphia College of Pharacy (PCP), where he is currently a Clinical 

Associate Professor. He has also been continually involved in national and local pharacy 

and health care organizations, and paricipates regularly in seminars and conferences that 

focus on health care issues. 
From the onset of his practice, Mr. Knowlton has emphasized clinical pharmacy services and 

his transformation of Amherst from a full-service drg store to an apothecary reflects his 

commitment to confine his own practice of pharacy to patient care. Although he has no 

formal training in business administration, he is a highly successful entrepreneur and a strong 

proponent of building business skil training into pharacy school currcula. 

Mr. Knowlton is currently in the process of developing an executive management program at 

PCP that wil focus on preparng recent pharacy school graduates to purchase their own 

pharmacy. It is Mr. Knowlton s belief that pharacists would be more likely to purchase and 

manage their own businesses, if they had an opportunity to develop fundamental business 

skills. He feels that owner-pharacists control the policies and procedures of the pharacy 

much more than employee pharacists, and that the most expedient way to implement clinical 

or patient-oriented policies in community pharacies is first to empower pharacists with the 

authority to set such policies. 

STAFF 

Consistent with his philosophy aboUt effcient business practice, Mr. Knowlton s staf includes 

a high proportion of pharacy technicians. Amherst employs four full-time pharacists, 

seven full-time technicians and three par-time technicians. Technicians conduct routine 

counting and pouring activities, data entr on the pharacy s information system, and stock 

management. Mr. Knowlton believes that liberal use of technicians is the most critical 

requisite to providing clinical patient care. Additionally, Amherst serves as an internship site 

for pharacy students from PCP who are actively involved in all operational aspects of the 

pharacy. 

PHYSICAL SETTING 

The patient waiting ara at Amherst is similar in design to that of a physician s offce with a 

seating area that is separated from the section where patients meet with the pharacists. The 

waiting area is equipped with magazines as well as newsletters on health topics and is adjacent 

to a small section of non-prescription drg items. Beyond the waiting area and separated from 

it by a four-foot room divider is a counter section where patient consultation occurs. This arrangement allows for a great deal of privacy; conversations with patients are held outside the 

hearng rage of other staf and patients. Next to the counseling ara is a private room which 

is used for closed-door consultations as well as blood pressure monitoring. 
.

...

CLINICAL ACTIVITIES


Data Collected 

Each new patient at Amherst completes a patient information form which includes 

name, age, allergies, chronic conditions and currnt drg regimen. (In New Jersey, 

pharacists ar required to maintain patient profiles. ) Mr. Knowlton reports that 

patients are quite cooperative in supplying this information; he has never encountered 

any serious resistance from his patients on this account. All of the patient profie 

information is maintained on the pharacy computer system. 

Unavailable Patient Data 

Mr. Knowlton believes that the pharacist s ability to monitor patient care would be 

enhanced considerably if he had access to lab information. Lab data would enable him 

to conduct more thorough drg utilization review and to identify adverse drug 

reactions (ADRs) on a more tim ly basis. At Amherst, blood pressure screenings are 

routinely offered to patients who are being treated for hypertension; however, New 

Jersey prohibits pharacists from perfortng other stadard tests that can be 

conducted through fingers tick procedures.. 

DUR/Patient Counseling


Each patient is interviewed by the pharacist prior to receiving a drg, and a computer 

screening and pharacist review is conducted each time a drug is dispensed. In 

addition to providing the patient profie information, each patient is asked why the 

drug is being prescribed and what over-the-counter (OTC) drgs the patient is using. 

After reviewing the patient s drg regimen, pharacists then provide each patient. with 

information on the name of the drg, its purpose, strength of dosage, how it should be 

taken and potential interactions and side effects. For new prescriptions and at the time 

of a first refill, this interview process is most extensive. Mr. Knowlton feels that the 

first refill is a critical time for pharacist intervention with the patient; he places 

strong emphasis on the monitoring aspect of patient counseling and asks very specific 

questions at first refill time to assess the patient s reactions to the drg and to reinforce 

instrctions on proper administration, side effects and interactions. Additionally, for 

patients who are deemed at high risk (e. , have complex drug regimens or multiple 

conditions), or patients who ar taing drgs that ar parcularly sensitive, more 

elaborate interviews are held throughout the course of treatment. One technique that 

Mr. Knowlton uses to monitor drg therapy is that of providing staer doses to 

patients who are at high risk and are staring a new prescription. (In some cases, he 

extends this policy on drgs that are parcularly costly.) This allows for timely follow 

up by the pharacist; once the patient, pharacist and physician have ascertained that 

the drug can be tolerated, the length of fill is extended. 
Physician Consultation 

Approximately 50 percent of the prescriptions filled at Amherst are called in by a 

physician or staf of a physician s office. Other than orders placed by phone, most 

pharacist/physician contact is initiated by the pharacist when he has a question or 

concern about the physician s orders. Mr. Knowlton reports that over time he has 

developed good working relationships with the physicians who treat his patients and 

in general, has found most of them open to discussing the specifics of their drg . 

therapy decisions. Occasionally, some physicians contact Mr. Knowlton and consult 

With him prior to making a drug selection for a patient 

One issue that frequently arses in his daily practice is that of prescribing high cost 

me-too" drgs. During our site visit, Mr. Knowlton identified a number of newly 

marketed and very expensive drgs that ar not therapeutically different from 

alternative, lower-cost medications. When one of these higher-cost drgs is 

prescribed, Mr. Knowlton often contacts the physician to discuss the cost issue; in 

many cases, he reports, the physician is totally unaware of the retail cost and, when 

told, is willng to substitute a lower-cost alternative. Mr. Knowlton believes that 

patterns of high-cost drg prescribing ar a direct result of marketing blitzes by 

manufacturer representatives, referrd to as detailers. During our site visits, a drg 

detailer visited Mr. Knowlton and we were permtted to observe their conversation. In 

the course of the visit, Mr. Knowlton asked the detaler if she routinely discussed drug 

costs with physicians and she responded that she did not unless specifically asked by 

the physician. Mr. Knowlton believes an important component of his own clinical roJe 

is that of educating physicians about lower-cost therapies, notwithstanding the issue of 

who is paying for the drg. 

EDUCATIONAL AND ASSOCIATION ACTIVITIES 

Mr. Knowlton is actively involved in a number of local and national professional 

organizations. He currently chairs the American Pharaceutical Association s section on 

Pharacy Practice and Management in Ambulatory and Home Health Care and is Vice 

President of the American College of Apothecares. He is a member of the Professional 

Affairs Committee of the American Association of Colleges of Pharacy and Chairman of the 

Community Pharacy Credentials Committee of the American College of Apothecares. As 

mentioned previously, Mr. Knowlton is on the faculty of the PCP, and Amherst Pharacy 

serves as an internship site for pharacy students at that school. 

Mr. Knowlton publishes a newsletter on health care issues which is distrbuted at the local 

level, and Amherst pharacy staf conduct meetings on a regular basis with elderly patients in 

the Lumberton area and with nursing staff of his contracted nursing homes and hospice on 

issues associated with drg therapy. 
CASE STUDY No. 

Howard Juni and Capitol Drug 

GENERAL BACKGROUND 

Capitol Drug s primar location is in White Bear Lake, Minnesota, a suburb of St.Paul with a 

population of approximately 23,000. There are two other locations: one in Minneapolis and 

one in Apple Valley, a suburb of the twin cities. Capitol Drug was established in 1908 and is 

now co-owned by Norman Carlson, Steven Carlson and Howard Juni , Phar. 

Originally located at a single site across the street from the state capitol in St. Paul, Capitol 

was a traditional drug store until 1967 when the owner, Norman Carlson, decided to convert 

the operation to an apothecar. Currently, Capitol is a community pharacy which offers 

prescription and IV services to ambulatOry and institutionalized patients. CapitOl provides 

both pharacy and consulting services to 18 long term care facilities and ten group homes 

representing over 2000 beds. Capitol' s staff are paricularly proud of their accomplishments in 

the area of nursing home consulting. (As an example, the percentage of patients given 

sedative/hypnotic medications in one facility they serve has been reduced from 50 percent to 

10 percent as a result of their clinical monitOring activities.) Additionaly, Capitol sells, rents 

and services medical equipment, including durable medcal equipment, colostomy and ostomy 

supplies, urologicals and oxygen. 

Approximately 75 percent of Capitol's drug transactions are covered by third par 

reimbursement; the remainder are cash transactions. Among its three locations, CapitOl 

dispenses 400-500 prescrptions per day, 20 percent of which are for walk-in patients. 

Capitol' s primar site competes with four other pharacies within a one-mile radius, several 

of which are discount pharacies. Capitol markets itself as a specialist in geriatrc care, but 

its ambulatory patients are of a wide age range. The primar site is located in an offce 

building which also houses a physician who specializes in family practice and Capitol services

a number of his patients on a routine basis. Capitol has a reputation for innovation; within the 

State,it was the first pharacy to use patient profies to monitor therapy for its nursing home 

patients, the first community pharacy to employ a Phar. , and the second pharacy to 

use computers in its practice. 

PHARMACIST'S BACKGROUND 

Dr. Howard Juni graduated from the University of Minnesota College of Pharacy in 1974 

after which he was employed by Capitol Drug for four years. From 1978 to 1982 he served as 

Assistant Pharacy Director in charge of clinical services at a St. Paul hospital, returning to 

Capitol in 1982 where he has remained. In 1986 he became a co-owner of the business. Dr. 

Juni works directly with ambulatory patients at CapitOl, in addition to supervising four other 

pharacists and directing the consulting service for institutionalized patients. 
Dr. Juni is a preceptor for the University of Minnesota College of Pharacy and instituted at 

Capitol one of only six post graduate community residency programs recognized by the 

American Pharaceutical Association. Throughout his career, he has been associated with a 

variety of national and local pharacy and health care organizations. 

Dr. Juni' s practice philosophy is centered on expanding clinical pharacy care from teaching 

hospitals into community settings. He and his parners have used aggressive marketing 

strategies and experimented with new products and services to build an economic base that 

enables them to provide a broad range of clinical services for their patients. He believes that 

the combination of good communication and business skils along with a physical 

environment that is conducive to effective patient counseling are the primar ingredients for a 

successful clinical practice. Although he recognizes the constraints of a product-based 

reimbursement structure and supports the notion of compensating pharacists for their 

professional services, he also believes that the issue of service fees is often an. excuse rather 

than a reason for pharacists' inability to offer clinical car in community settings. 

STAFF 

At its primar site, Capitol employs eight pharacists and three full-time technicians in 

addition to the pharacy students who rotate through the facility. Four pharacist work years 

are devoted to nursing home consulting; however, all of the pharacists staf the walcomponent of the business to varing degrees. This stafng pattern is designed to keep the 

pharmacists who are primarly involved in consulting in touch with patient counseling 

activities. 

Although four of the pharacists on staff have Phar D. degres, provision of clinical 

services is not limited to that group. Dr. Juni believes that pharacists with bachelor 

. science degres can be as effective in providing clinical services as those with more advanced 

degrees. From his perspective, the most important prerequisites for providing clinical patient 

care are staying current in the field and concentrating on good communication with patients. 

Capitol makes liberal use of its technicians who perform routine tasks of counting and pouring 

as well as data input and stock management. The organization enjoys a stable stafng pattern; 

of its 25 employees across thee sites, the average length of tenure is seven years. 

PHYSICAL SETTING 

As mentioned previously, Capitol stocks only pharacy items and medical equipment. At its 

White Bear Lake facility non-prescription drgs are stocked in the front of the pharacy with 

the equipment and supply section immediately behind. Adjacent to the display area is the 

pharacy section with a front counter where pharacists and other staff interact with patients 
at eye level. Although there is no section isolated for patient counseling, Capitol is 

sufficiently spacious to create a sense of separation from sections of the store where customers 

may be browsing through displays. There is also a small waiting area where patients can sit 

while prescriptions are being filled. The general environment is quiet and, from our 

observations, patients feel comfortable engaging in conversation about their drug regimens 

with the pharacists even though there is no physical separation from the rest of the facility. 

CLINICAL ACTIVITIES


Data Collected 

Each ambulatory patient completes a profie sheet which includes name, age , allergies 

chronic conditions and current drg regimen. Capitol uses an automated information 

system to maintain patient profies and patient information is entered into that system 

at the onset of treatment. Dr. Juni reports that he encounters no resistance from 

patients in gathering basic profile information as well as any other information the 

pharacist may solicit in an interview. In fact, Dr. Juni reports that his patients appear 

to enjoy that aspect of clinical service. . 

Unavailable Patient Data 

Dr. Juni believes that diagnostic information and lab data would significantly improve 

his ability to provide clinical services, parcularly for the large proporton of geriatrc 

patients he serves. His experience in providing consulting services to nursing home 

patients for whom this information is available has convinced him that services for 

ambulatory patients would be enhanced by the level of therapeutic drg monitoring 

made possible with more complete patient data. Dr. Juni notes that some lab 

information could be collected by finger stick tests, and, in fact, he is currently 

parcipating in a project (funded by Syntex) in which community pharacists use 

finger stick tests to monitor drg therapy. 

DUR/Patient Counseling


Each patient is interviewed by a pharacist prior to receiving a new prescription and a 

computer screening and pharacist review is conducted each time a drg is dispensed. 

After reviewing the drg regimen, pharacists provide al patients receiving a new 

drg with information on the name of the drg, its purpose, strength of dosage, how it 

should be taken and potential interactions and side effects. Capitol's computer system 

is able to print these instrctions on hard copy, which is given to patients with each 

new prescription. Follow-up counseling is provided by the pharacist whenever a 

patient requests it and in cases when the pharacist feels the patient or drug warant 
close monitoring. Dr. Juni believes that, ideally, patients should be counseled by a 

pharacist each time a drug is dispensed. 

Physician Consultation 

Beyond occasions when physicians phone pharacists to order a prescription , the most 

frequent contact with physicians occurs when a Capitol pharacist calls a physician 

with a question or concern about a paricular prescription. Dr. Juni places a strong 

emphasis on the importance of cultivating successful collaborative relationships with 

the physicians who treat his patients and reports that, in most cases, physicians are 

open to questions or suggestions he raises. On some occasions, physicians call Dr. 

Juni before prescrbing to seek his advice on a parcular drg. As mentioned 

previously, Capitol is located adjacent to a family practice office and, in cases when 

common patients are being treated, the physician and pharacist have an opportunity 

to consult with one another in person. In managing the clinical staff at Capitol, Dr. 

Juni also emphasizes the importance of pharacists keeping abreast of the most 

current scientific information on drg therapy; he believes that physicians ' knowledge 

of such expertise among his staff encourages them to use pharacists in an advisory 

capacity. 

EDUCATIONAL AND ASSOCIATION ACTIVITIES 

Dr. J uni is the immediate past president of the Minnesota State Pharaceutical Association 

and is a member of the American Pharaceutical Association. In his capacity as offcer of the 

State Association, Dr. Juni spearheaded a number of community education efforts geared to 

increasing patient demand for clinical pharacy services. He is a strong proponent of 

educating patients about the benefits and risks of drug therapy and encouraging them to seek 

consultation services from their pharacists. 

His long association with the University of Minnesota has enabled Capitol to serve as a site 

for internships, externships and residencies. Dr. Juni believes that this constat stram of 

students has been highly beneficial for Capitol's clinical sta; students brig new questions 

and perspectives with them that encourage the clinical sta to continually improve their own 

skils and knowledge. 
--_u._-

CASE STUDY No. 

Linda Garrelts and Jones Pharmacy 

GENERAL BACKGROUND 

Jones Pharacy is located in Spokane, WA. It is a full-scale drgstore, with a walkpharmacy and a large shopping area that includes both over-the-counter (OTC) drugs and 

numerous non-pharacy items, located in the same building. The pharacy and 

non-pharacy sections of the business are not separated by a wall or by any other structure. 

However, the two pars of the business are managed separately. 

The client base is of mixed social and economic status. Approximately 25 percent of 

prescriptions are Medicaid-reimbursed, and the percentage is growing. Another 10 percent are 

paid for by private third party insurers; most of these prescriptions are for nursing home 

patients. The remaining 65 percent of prescriptions are paid for in cash. Jones Pharacy 

competes with approximately ten other pharacies within a one- ile radius. 

The pharacy has three main components: the walk-in pharacy for ambulatOry patients; 

nursing home drug provider and consultant; and durable medical supply sales, which are 

usually made to home-bound patients. In addition, Jones Pharacy serves as the provider to 

the county jail. The pharacy fills approximately 900 prescrptions per week: approximately 

75 percent of these prescriptions are for wal-in patients, and 17 percent are for nursing home 

patients. The pharacy provides drgs for 105 nursing home beds. Additionally, Jones also 

provides cholesterol screening tests on a regular basis for ambulatory patients. 

Jones Pharacy has a branch pharacy 30 miles away in Deer Park, a smaler, more rural 

community. The Deer Park pharacy fills prescriptions alost exclusively for walkpatients. 

PHARMACIST' S BACKGROUND 

The pharacy is managed by Linda Garelts. She graduated from the Washington State 

University College of Pharacy in 1978, imd immediately went to work at Jones Pharacy. 

Soon thereafter she became a parner in the business. For the last ten year, she has 

increasingly emphasized clinical services in her pharacy. . She also has been continually 

involved in national and local pharacy and health car organizations, including the Red 

Cross, but especially the American Pharaceutical Association (APhA). She lectures and 

organizes community education sessions for these groups, and is a past president of APhA' 

practice management section. Through these activities, Garelts has established a nationwide 

reputation in the pharacy community as a practitioner and exponent of clinical pharacy in 

the community setting. 
STAFF 

The pharacy staff.includes four full-time pharacists working at the main store, and one 

full-time pharacist and one half-time pharacist working at the other store. In addition, one 

Class A" pharacy technician works full-time at the main store. A Class A technician has 

gone through a training program accredited by the Washington State Board of Pharacy, and 

has passed tests devised by the Board of Pharacy. She can fill prescriptions and take orders 

for prescriptions over the phone. Jones Pharacy also serves as an internship site for

Washington State University College of Pharacy. 

PHYSICAL SETTING 

There is no space maintained especially for communication betWeen the pharacist and the 

. patient. This communication occurs at the single window in the pharacy section of the 

facility. According to Garlts, this arangement generally allow enough privacy for the 

patient to convey whatever information she/he nees to; in her view, the proper atttude on the 

pharacist s par wil make the patient feel comfortable discussing her/his drg therapy 

such a conventional physical setting. 

CLINICAL ACTIVITIES


Data Collected 

When a new patient first has a prescription filled at Jones Pharacy, the pharacist 

obtains some basic information concerning the patient s drg regimen that wil form 

the basis of a patient profile, to be used as a guide for appropriate drg therapy in the 

future. Washington State law requirs the pharacist to collect such information on all 

patients. 

Jones Pharacy asks patients for the names of all prescription drgs taken currently 

and in the past, and for the patient s allergies. (Jones Pharacy typically does not keep 

information on OTC drg use on fie.) This data is not kept on paper; the pharacist 

simply receives the information orally from the patient and types it imediately into 

the pharacy s computer system. 

Unavailable Patient Data 

Garelts said that diagnostic information and data from lab tests concerning patients 

would be useful for her performance of clinical pharacy services. This data would 

enable her to do more thorough drg utilization review (DUR) at the time a drg is 

dispensed, allowing her to identify more potential ADRs and other pO!ential problems. 
None of this data is currently available to her for her ambulatOry patients, or to.. 

community pharacists in general. 

Consultant pharacists typically have this data available to them when perfortng 

DUR for nursing homes. Garelts acts as a consultant pharacist for some nursing 

homes, and in that capacity, diagnostic and lab information are available to her. In that 

setting, she said that her increased access to data enables her to do a more thorough 

DUR. 

Garelts said that pharacists could perform some of the standard lab tests themselves 

through a fingerstick procedure, and could thus obtan some of the lab data. However 

she said, any attempt to empower pharacists to perform such tests would likely 

encounter strong opposition from physicians. 

DUR/Patient Counseling


Garelts reviews a patient s drg profile in order to consider the appropriateness of 

her/his prescribed drg therapy before the drg has been dispensed. She looks for 

duplicate prescriptions (more than one drug prescribed to trat one condition; this is 

the most common problem she discovers), potential drg interactions, and 

inappropriate dosages. If she discovers any of these problems, she contacts the 

prescriber immediately. Aside from those times when new prescriptions ar presented 

Garlts wil conduct individualize DUR only when she observes a negative reaction 

of some kind in the patient to her/his 9rg therapy. 

Jones Pharacy wil soon have a new computer system instaled that wil facilitate 

DUR by displaying a patient's last several prescriptions on the screen automatically, 

when the patient s name is entered. The attendig pharacist will not need to access 

this information separately. 

Pharacists at Jones Pharacy do most of their counseling of patients at the initial 

point of sale (POS), that is, for new prescrptions rather than for refills. The amount of 

counseling that a patient receives vares considerably. Patients who are receiving 

maintenance drgs receive less counseling than those who are being treated for acute 

conditions. 

Information typically given to patients includes: the name of the drg they are 

receiving; the strength of the prescribed dosage; how to take the drg (method of 

intake, when to take it, with or without food); and potential interactions and side 

effects of the drug. 
Physician Consultation 

The initial contact between the pharacist and the prescriber, in the case of a given 

patient, usually is made by the prescriber. She/he does this when she/he phones the 

prescription in to the pharacist, which is most often the case with new prescriptions 

at Jones Pharacy; this is done for the patient s convenience. At this time, the 

pharacist has the opportunity to ask the physician questions concerning the patient 

condition and therapy, and also to give the physician relevant information concerning 

the patient s clinical history, if the patient has been a patron of the pharacy in the 

past. Physicians wil occasionally consult with the pharacist prior to prescribing a 

new drg for a patient. In these cases the physician may wish to consult with the 

pharacist concerning allergic reactions or other kinds of ADRs that the patient has 

experienced in the past, and may wish to seek the pharacist's opinion concerning the 

most appropriate drug therapy for the patient. In these cases, though they are 

infrequent, the physician displays great confidence in the pharacist s clinical 

expertse, and in the closeness of the pharacist s relationships with her/his patients. 

The pharacist at Jones Pharacy usually wil contact the physician in order to 

discuss the appropriateness of a prescrption. This can be a delicate matter, and 

requires the pharacist to exercise a great deal of judgment concerning the physician 

personality. Garelts said that she is famiar with most of her patients ' physicians, and 

she knows which physicians wil be amenable to tang advice from a pharacist and 

which ones wil not be. She wil not contact those who seem to guard their 

professional functions, such as prescrbing, jealously. Most, however, are cooperative 

and wil discuss prescriptions seriously with her, she said, and are wiling to change 

their prescriptions on her advice. The most frequent reason for Garelts to contact a 

physician is that she recognizes an ADR in a patient. Patients who are reacting 

negatively to their medications often seek advice from her, rather than from the 

prescriber. Additionally, she may call the physician because she notices a potential 

ADR, from her reyiew of the patient s profie, before filling the prescrption. A 

situation such as this usually arses about once a day. Garelts may 
 also call a physician

concerning the appropriateness of a prescription with the respect to the cost of the 

drg. Some prescription drugs are prohibitively priced, for many patients, and some 

of these drgs have much lower-priced alternatives. However, Garelts usually does 

this only for patients who pay the full cash retail price of a drug, and not for those who 

are covered by a third pary insurer, and who therefore pay the same copayment for 

every drg.


Significantly, Garelts can change a prescription or a dosage level without consulting 

the physician , in some cases. Under Washington State law, a pharacist can establish 

prescriptive authority" with an individual prescriber. The pharacist and the 

physician together develop a protocol for the pharacist to follow, with clear 

parameters for her/his power to change prescriptions. Within those parameters, the 

pharacist may alter the prescriptions of the given prescriber s patients, as she/he sees 

fit. Clearly, this possibility indicates the confidence that State law places in the ability 
of pharacists to conduct clinical analysis and to arve at prognoses , and the 

existence of such an arangement indicates similar confidence on the part of the 

prescriber involved. 

In order to gain a physician s perspective on pharacist-patient interaction , we talked 

with a Spokane physician who practices in the community setting, who is well 

acquainted with Jones Pharacy, and who is active in the local medical society. He 

said that pharacists most often initiate this interaction, usually to clarfy a 

prescription or to suggest a change in prescription. Pharacists usually contact 

physicians concerning clinical issues surrounding prescriptions, he said, but 

occasionally they call with respect to the cost of a prescribed drug. 

This physician also told us that physicians sometimes initiate communication with 

pharacists. In these cases, he said, physicians ar often seeking information 

concerning a new drg that they may not receive from drg companies ' saJespersons, 

such as potential side effects and cost of the drg. In these cases, physicians clearly 

display respect for the pharacological expertse of pharacists. 

However, this physician said, physicians more often are unaware of the level of 

pharacological trning and knowledge possessed by pharacists-usualy far more 

than a physician possesses. He felt that this situation could be aleviated through 

educati.on of physicians concerning pharacists ' trning, and he felt that local medical 

societies and pharacy societies were well situated to perform this education. In fact 

at the time we spoke with him, he sat on a County Committee for 

Pharacist-Physician Communication. 

EDUCATIONAL AND ASSOCIATION ACTIVITIES 

Garelts is unusually active in group-oriented education around drg issues, both with patients 

in the surrounding community and with other health professionals. As noted above, she is a 

former president of the APhA practice management section, and she stil gives speeches for 

APhA to other pharacists on how to manage a pharacy. 

She paricipates in community education primarly through the use of three programs 

developed by APhA, in association with Lederle Laboratories. These programs, designed to 

improve patient understanding of and compliance with drg therapy, are entitled "National 

Medication Awareness Test," "Self-Awareness Test," and "Managing Medication Wisely. 

These presentations combine cassettes, slides and oral presentation. They feature quizzes on 

the topics discussed, with individual answer sheets for all those attending, which are 

eventually graded.


Garelts is involved with the local Red Cross, with the local OstOmy Board , and with the local 

Diabetes Board, on which she currently sits. She helps to get speakers for these organizations. 
Her invoJvement with these organizations has helped her to become known to other health 

professionals, and to become respected by them as a health professional herself. 

ECONOMIC ISSUES 

Like most community pharacies, Jones Pharacy is not reimbursed directly for the clinical 

services the staff provide to their patients, such as patient counseling. The cost of providing 

these services-most of which is entailed in the time that must be taken to perform 

them-must be added to the pharacy s drug prices. Jones staff must rely on the quality of 

these services to maintain the loyalty of their patients, in the face of the intense price 

competition Jones faces from nearby independent, chain and deep-discount pharacies. Jones 

Pharacy has managed to stay afloat financially, despite this competition; but its profit margin 

is far from comfortable, reflecting the diffculties encountered by even exemplar pharacists 

in the community setting who make a concerted effort to provide clinical services to their 

patients. 

HOME HEALTH CARE 

Jones Pharacy is involved with home health care through its sale and leasing of durable 

medical equipment. The clientele for this equipment ar mostly recent dischargees from 

hospitals, and the equipment is mostly of the kind one would fmd in hospitals or nursing 

homes: wheelchais, leg supports, hospital beds, trapeze bars, siderals, and seatlift chairs, for 

example. Most of Jones s home health patients are geriatrc. Jones has alost 1 000 home 

health patients. 

Patients hear of Jones s medical equipment services mostly through referrs by physicians 

and discharge personnel in hospitals. Jones Pharacy employs one staf member to work on 

home health care full-time, and he details hospitals, infortng them of Jones s home health 

services. The pharacy also runs monthly advertisements concerning their equipment sales

on local cable television. The pharacy s management thought TV ads would be an effective 

way of reaching the potential clientele for this equipment, since many of them are 

home-bound; they report that the ads have brought in a noticeable amount of new business. In 

addition, the pharacy s home health supervisor currntly plans to go to local retirement 

communities to give talks on the services he provides. 

He interacts both with patients and with their caregivers, giving instrction to both in the 

proper means of using the medical equipment, though he is neither a pharacist nor a nurse. 

He also makes follow-up visits to patients ' homes to make sure that the equipment is being 

used properly. If patients have questions about the equipment, they can call him directly. 
Virtually none of Jones Pharacy s home health patients have the n:sources to pay for this 

equipment themselves. Approximately 70 percent receive some assistance from Medicare in 

paying for the equipment, and approximately 30 percent receive assistance from Medicaid. 

However, Jones s home health supervisor told us that Medicare reimbursement for home 

health equipment is quite incomplete and seems arbitrar. For example, Medicare covers


equipment used to treat renal conditions, but does not cover equipment used to treat liver 

ailments; and Medicare does nO! cover bathroom items, which form an essential part of home 

health care. Overall , it does not seem that Medicare has yet recognized home health care as a 

distinct sectOr of health care, and has not yet developed any systematic method of reimbursing 

home health care costs. Thus, reimbursement gained for these costs is generally incomplete 

and piecemeal. 
CASE STUDY No. 

Nancy Culberson and Lexington Family Practice Pharmacy 

GENERAL BACKGROUND 

Nancy Culberson is the owner and chief pharacist of Lexington Family Practice Pharmacy, 

in Lexington, South Carolina. This is an independent, walk-in community pharacy that 

located in the same building with five physicians ' offces , which make up Lexington Family 

Practice. All of the physicians ' patients who receive prescriptions receive drug counseling at 

this pharacy, but they have the choice of having these prescriptions filled there or elsewhere. 

The pharacy and the family practice are, however, separte businesses with entirely separate 

finances. 

Lexington is a suburban/exurban area, about ten miles outside Columbia. Ms. Culberson 

pharmacy competes with six other pharacies within a three-mile radius, two of which are 

chain pharacies. Despite this competition, the pharacy does a healthy business: 

approximately 18,000 families are on file as patients; the pharacy sees approximately 120 

patiems per day, and fills betWeen 140 and 200 prescrptions a day. Approximately 80 percent 

of those patients who come to the pharacy from the physicians ' offces have their 

prescriptions filled there. 

Since it was founded, Lexington Famly Practice Pharacy has emphasized clinical services. 

Robert Davis, the pharacy s founder, had gone through school with the physicians who 

stared the family practice. They all worked together as residents in the Medical University of 

South Carolina (MUSC) teaching hospita, as a clinical team. This experience inspired them 

to set up their practices together, so that they could replicate some of the collaboration 

between physicians and pharacists that appears in hospitas more often than in a 

non-institutionalized setting. This kind of collaboration is a basic component of clinical 

pharacy practice; thus the atmosphere at Lexington Family Prctice was probably conducive 

to clinical pharacy practice when Ms. Culberson arved there. 

PHARMACIST'S BACKGROUND 

Ms. Culberson received her B. S. in Pharacy from MUSC in 1976. After completing a 

3-month unpaid internship at Lexington Family Pharacy, she was hired as a full-time staff 

pharacist. She has been at the pharacy since, and bought the pharacy three year ago 

when the pharacy s founder, Robert Davis, left the practice to pursue other interests. She 

and the physicians in the family practice have recently purchased and moved into a new 

bigger building for their practices. 

Ms. Culberson told us that she received little training in clinical pharacy in school. She got 

such training on the job. She had a family member who was a community pharacist when 
she was growing up; perhaps it was this exposure that left her with the idea that, as she told 

, emphasizing clinical services is simply the way that pharacy should be practiced. 

STAFF 

Ms. Culberson herself is the only full-time pharacist on staff; in addition, two par-time 

pharacists and two full-time pharacy technicians are employed in the pharacy. (Under 

South. Carolina State law, technicians can dispense drugs under the supervision of a 

pharacist, and a ratio of one technician: one pharacist must be rnaintained. 

LexingtOn Family Practice serves as an extern ship site for MUSC and typically has two 

pharmacy students on staff at one time. In addition, Lexington is a placement site for students 

enrolled in a local college pharacy technician program. 

There are four physicians practicing in the building, with plans for two more; and one nurse 

practitioner practices there as well.


PHYSICAL SETTING 

The pharacy seems designed to convey the sense of a health professional' s offices, similar to 

a physician s offces in many ways. A waiting area, with chairs and reading material , is 

located in front of the broad pharacy counter (this waiting ara is centrally located among 

the physicians' offices and the pharacy). 

The pharacy is technically an apothecar: nothing besides drgs is for sale. There is not 

even an open over-the-counter (OTC) drg section; a smal OTC section is located behind the 

pharacy counter, and a pharacist wil sell the patient something from this section if it is 

recommended by a physician, or if the patient asks for it. 

Two private counseling rooms are located on either side of the dispensing area. The 

pharacist wil use one of these rooms to counsel a patient if privacy is desired, or to meet 

with a physician or drg detailer. 

A drve-through window is a new feature of the recently constructed Lexington Family 

Practice building. A patient can call ahead for a prescription-usually a refill-and pick it up 

here. One of the two computer terminals in the pharacy is located next to this window, so 

that the pharacist can call up the patient s computer profile and screen for potential problems 

during a drve-through pick-up. 
.,

_.._ .

CLINICAL ACTIVITIES


Data Gathered 

The pharacy generally has extremely complete data on patients, because of the easy 

information flow from the physicians' offices. When a patient comes to the pharmacy 

from one of the physician s offices, the pharacist gets the physician s file on the 

patient. (The carer of the file vares. ) This fie, on paper, contains: allergies; 

medical history; drug history; vital signs; a list of the patient s chief complaints; 

report of physical examinations; diagnoses; basic lab test results; and insurance 

information. This information from the physician s offce generally goes back only to 

the point when the patient first visited that physician. 

The patient also brings an "encounter form" with her or him to the pharacy, from the 

physician s offce. This is a sort of "superbil " tellng the pharacist what treatment 

the patient has received, and for what condition, and also allowing for easy tabulation 

of the costs of a patient s visits to all the health care professionals she or he sees in one 

trp. This encounter form also includes a special pharacy section containing the most 

important few pieces of information for the pharacist, concerning the patient 

current physician s visit: namely, the drgs prescribed and the reasons why: 

When a new patient comes to the pharacy, if the physician s file is far less extensive 

than those of old patients, the pharacist wil ask the patient for some basic 

drg-related information, such as allergies and past adverse drg reactions. 

DUR/Patient Counselirig 

The pharacy s computer system accommodates basic information on patients such 

as: name of physician; drg history, including refill dictions and dosage information 

on current prescriptions; insurance information; and alergies. (Allergy information 

generally is not kept on the computer files, since it is included in the physician s fie 

on the patient, which is reviewed when a new prescrption is made, and which can be 

consulted readily at other times when needed.) This information is reviewed whenever 

a prescription is filled, and each new prescrption or refill that is dispensed is entered. 

When a patient receives a new prescription , the pharacist gives the patient 

information including: the name of the drug; the purpose of the prescription; dosage 

information, including the exact meaning and the importance of following these 

instrctions; the length of the fill; how to coordinate the drug therapy with eating 

habits and what foods to avoid; exactly when and how to tae the drg; how to store 

the drug; the potential side effects of the drg, and how to spot them; and when the 

patient can expect relief. The pharacist also gives the patient information on how the 

prescription can be refilled. Lexington Family Prctice Pharacy provides a two-page 

summar of its services to patients (attached) that informs the patient that when 
receiving medication-from anyone-she or he should receive all the information 

listed here. 

More extensive counseling sessions are deemed necessar by the pharacist if the 

drug therapy prescribed is especially complex , if it cares unusual potential dangers 

or if the patient requires special attention. In these cases, such a consultation wil take 

place, either over the pharacy counter or in one of the private counseling rooms, 

revolving around the issues enumerated above, and involving more extensive 

questions and answers between the pharacist and the patient than is usual. Such a 

consultation will usually last between five and ten minutes. There is an additional 

charge for this consultation, which vares with the time spent by the pharacist. 

(Sometimes this charge is waived; for more on this fee, see the 
 Economic Issues

section , below. 

A great deal of written material is available to patients at the pharacy, in addition to 

all the verbal information. Culberson maintains a libra of pamphlets and leaflets 

from pharaceutical companies, the United States Pharacopoeial Convention CUSP), 

and other health organizations, on specific drgs and on different health conditions or 

risks. In addition, she prepares her own pamphlets on certn parcularly serious 

drgs, such as coumadin, and prednisone, that ar not available from any outside 

source. She regularly gives this information to patients, though not every patient 

receives this kind of wrtten information. 

When patients come in for refills, they receive basic counseling. The pharacist asks 

the patient whether any problems have arsen since starng the drg treatment. If the 

pharacist can detect no problems, the refill is dispensed and the transaction is 

recorded on the patient s computer fie. 

Phy ician Consultation 

The ease and extent of physician-pharacist interaction in Lexington Famly Practice 

Pharacy is perhaps, more than anything else, what sets this pharacy apar from 

most community pharacies. Almost all of the pharacy s patients are referred there 

by the physicians on the premises. With the co-location of the pharacy and the 

medical practices, the inter-professional collaboration usually confined to an 

institutionalized setting can be, to a great extent, replicated. We have aleady seen 

how this arangement provides for ease and completeness of information flow from the 

physicians to the pharacist. Occasionally a physician in the practice wil contact 

Culberson prior to prescribing, to ask her about a patient s past reactions to drgs, or to 

ask about a drg s effects generally. Usually, however, discussion between Culberson 

and the physicians in the practice occurs after the physician has prescribed a drg. The 

procedures for such discussion seem very informal and flexible: discussion can occur 

either after a patient has left the premises, or while the patient is stil there, if the 
pharacist thinks this is necessar; the physicians and pharacists do not schedule 

regular patient care conferences. 

In addition to discussing patients , the pharacists and physicians are able to discuss 

other matters, such as the merits of new drgs being detailed or of various health 

insurance plans, very easily in this setting. Drug detailers usually meet with Culberson 

and with the physicians on the same visit, although not with all of them at the same 

time. 

Under South Carolina law, a pharacist may not substitute one drug for another that a 

physician has prescribed, at all, and may not change the dosage of a prescription 

without the express permission of the physician. However, the proximity of 

Culberson s pharacy to most of the prescribers with whom she deals, and the 

collegiality that has developed between her and these physicians, keep this legal 

restrction from functioning as a very substantial barer to substitution. The 

physicians at the practice with whom we spoke told us that they generally allow the 

substitutions that Culberson suggests. Generic substitution for a brand-name 

prescription does not occur very frequently, simply because the physicians tr to 

prescribe generics in the first place whenever they can. 

EDUCATIONAL AND ASSOCIATION ACTIVITIES 

Ms. Culberson ia a member of the APhA, the National Association of Retail Druggists , the 

South Carolina Pharacy Association and the Local 5th Distrct Pharacy Association. She 

has been a speaker at national pharacy association conferences and is an instructor in clinical 

pharacy at MUSe. Ms Culberson also serves on the Pharacy and Therapeutics Committee 

of a local health maintenance organization. 

ECONOMIC ISSUES 

Only 30% of the pharacy s patients are covered by third-pary insurers, and approximately 

70% are cash patients. Approximately 5 percent of patients are Medicaid patients, and 15 

percent are geriatrc patients, many of whom receive Medicare benefits. 

Culberson charges a fee for some of her patient counseling services, in addition to the price of 

the drug. She does this rather than add the cost of the time she spends counseling patients 

onto the drg charges. The fee vares, from $1 to $5, according to the time spent in 

consultation. She charges this fee only if unusually extensive counseling is required. This fee 

is not reimbursed by any third-pary insurers. For this reason, Culberson sometimes waives 

the fee; she is more likely to do so if the patient has the prescription filled at her pharacy. 
. ..

The pharacy requests that cash patients pay for the drugs and services they receive at the 

rime service is rendered. Insurance cards are presented to the pharacist before the 

prescription is filled. 
CASE STUDY No. 

iI/lee Alexander alld Lifesource, Inc. 

GENERAL BACKGROUND 

Lifesource is a home infusion pharacy in Larkspur, CA, just north of San Francisco. It 

prepares medications for use by home-bound patients; almost all of these medications are IV 

preparations. Lifesource delivers all its products to its patients; this service, Lifesource 

personnel told us , -is drven by patient demand. It is a licensed retail pharacy, but it has no 

walk-in facilities. 

PHARMACIST'S BACKGROUND 

Julee Alexander is the manager of Lifesource s main offce (it has two other, smaller 

branches). She graduated from the University of California at San Francisco (UCSF) College 

of Pharacy in 1981. UCSF was an early center of the clinical pharacy movement: 

1966, the "ninth floor project" at the university s hospital brought pharacists and physicians 

together in clinical care teams, and helped launch the hospital pharacy movement that 

spread throughout colleges of pharacy in the early 1970s. A grduate from the UCSF 

College of Pharacy would likely be trained to emphasize the clinical aspects of pharacy 

practice, and this education would, in par, explain Alexander s emphasis on clinical pharacy 

in her own practice. She worked in hospital pharacy for two to three years after graduating 

from school. Then she left hospital pharacy to work for a different home infusion pharacy 

for five years, before coming to Lifesource. 

CLIENT BASE 

This branch of Lifesource (which wil be the subject of this case study) has approximately 100 

patients at anyone time. Approximately one-third of these patients are geriatrc. 

Approximately 50 percent of Lifesource s patients are AIDS patients. This preponderance of 

AIDS patients is not, Alexander said, typical of home infusion pharacies. However, it is not 

so untypical for such pharacies to specialize somehow in the kind of patient condition they 

treat, in response to the competitiveness of the market. 

Lifesource also treats some children , delivering neonatal care to patients at Oakand 

Children s Hospital. 

A key to Lifesource s viability is the general affuence of its clientele. The treatment they 

furnish is costly, and often is protracted, since many of the patients treated are tertnally ill. 

Medicare and Medicaid provide little reimbursement for the products and services involved in 
home infu stoynl'erny (see below), and provide scant coverage for long-term care. This 

means that reimbursement must come either from private third pary insurers-who are 

providing a growing share of Lifesource s revenues--r from the private resources of the 

patients. Lifesource screens prospective patients before agreeing to treat them, to determine 

whether reimbursement wil be available through some means. Without this screening 

process, under the present public health system, it seems unlikely that a home infusion 

pharacy like Lifesource could remain economically viable. 

STAFF 

This offce has four full-time pharacists on staff, one on three-fifths time, and all five are on 

call. In addition, two supervisory pharacists are on staf. Lifesource also employs one 

dietician , one full-time warhouse worker, three par-time drvers, and one full-time 

accountant who handles biling and reimbursement. Lifesource employs no pharacy technicians. 

Lifesource coordinates the overall health car of its patients, and this includes aranging for 

nursing services. Unlike some other home infusion pharacies, Lifesource does not have 

staff nurses. Healthsource is the name of the nursing agency that contrcts with Lifesource to 

perform most of the direct care of those patients who reuire in-home supervision. Lifesource 

originally owned Healthsource, but the two businesses separated when that arangement 

became unprofitable. Still, however, Lifesource brings its nursing. business to Healthsource 

before any other nursing agency. Thus the relationships and the communication between the 

nurses at Healthsource and the pharacists at Lifesource are well-established. 

BASIC SERVICES 

Lifesource provides some special services that are wort discussing at some length , in order to 

explain the kind of pharacy Lifesource is: 

(1) Patient Care Conferences:

Each Friday morning, most of the Lifesource staf-including all the 

pharacists-gather to discuss the treatments of all current patients. Everyone present 

at the meeting has a patient char, contaning lists of every patient s name, address, 

physician, prescribed therapy, and insurer. Dennis Honda, a pharacist who 

coordinates all of Lifesource s operations, facilitates the seminar-type discussion. The 

staff discusses the prescribed therapies, the attending physicians, and the 

reimbursement schemes of all patients. The pharacist who is handling each case 

gives an update on the patient s progress, and suggestions are made concerning 

treatment. 
(2) Nutritionist Services: 

Lifesource employs a fuIJ-time dietician who services most, but not all , of the 

business s clients. She analyzes their diets, their medical conditions and their 

prescribed drg therapies; then she makes recommendations concerning the diets that 

in her judgment, would best facilitate the distrbution and effectiveness of the 

medications the patients are taking. These recommendations usually do not take the 

form of a strct dietar regimen, but rather, broad dieta guidelines. This dietician 

emphasizes personal contact with the patients she trats. She goes to many patients 

homes, in order to develop a better idea of their dietar needs than she would 

otherwise possess, and in order to develop a general rapport with them. She also 

performs follow-up monitoring after making dietar recommendations, to check the 

compliance of patients with these recommendations, and to check their effectiveness. 

Some patients are not able to ingest food orally, so they are placed on a therapy known 

as Total Parenteral Nutrtion (TPN). This therapy involves the intravenous ingestion 

of all necessar nutrents. The staff dietician monitors patients on TPN, checking their 

progrss weekly. If their health progrsses far enough , she and the rest of the 

Lifesource staf tr to replace the TPN with oral ingestion. 

(3) Enteral Therapy: 

Enteral therapy is instrmantal administered by Lifesource to about 75 nursing home 

patients distrbuted throughout 20 different Skiled Nursing Facilities (SNFs). This 

therapy requires a wide range of paraphernalia and equipment used to administer these 

solutions. This sector of Lifesource s business is kept separate from the home health 

sector, to which a much grater share of the business s resources ar devoted. 

CLINICAL ACTIVITIES 

(a) Data gathered 

Lifesource has extensive information on all its patients. Virtally no clinical data 

missing from its patient profies and chars. This indicates the attentive and close 

nature of the relationship between Lifesource and its clients, as well as Lifesource 

close professional collaboration with the physicians who treat these patients. 

Lifesource s clinical data base on its patients includes: medication history (OTC as 

well as prescription), including dates, dosages, duration of therapy, purpose of 

treatments, and potential adverse reactions to each drg; history of smoking and 

alcohol intake; allergies; data from laboratory tests; general medical history; and 

summar of most recent hospitalization. Clinical information specifically concerning 
the present treatment includes: age, weight and neigfii; diagn6sis;,yp-e of therapy; 

whether the patient is receiving IV treatment; whether the patient is diabetic; whether 

the attending physician has given standard anaphylaxis orders; duration of current 

therapy; and whether patient has taken the first dose of medication without incident. 

Not only is Lifesource s background information on its patients very complete, given 

the close attention Lifesource gives to patients, and given the closed environment of 

these patients, it is highly unlikely that any new clinical information will escape the 

pharacists. In this respect, a home infusion pharacy like Lifesource is similar to a 

hospital or nursing home pharacy. 

DUR/Patient Counseling


Lifesource performs prospective DUR for all its patients. The pharacists there 

examine patients ' basic clinical data, in order to detertne the appropriateness of a 

drug therapy that has been tentatively prescribed. They look for potential side effects 

drug interactions and drg-allergy interactions. As noted above, the data base at 

Lifesource is very extensive, including information on OTC drgs and home remedies. 

Most contact between Lifesource pharacists and patients occurs over the phone. 

This occurs when pharacists call patients to check their compliance and their general 

condition-which they do on a regular basis-and when patients call their attending 

pharacists with questions or problems. 

A fair amount of face-tO-face contact is, nonetheless , an integral part of any patient 

treatment. The attending pharacist makes the initial visit to a patient s home, with a 

nurse. Sometimes, but not always, the pharacist shows the patient how to use the 

medical equipment necessar for the patient s treatment. 

Perhaps the most distinctive aspect of patient-pharacist interaction at Lifesource is 

the frequency and quality of the follow-up contact. Pharacists check on patients at 

least once a week if they are on infusion therapy, and in some cases more than once a 

week. The individualized care plans that the Lifesource staf plan and coordinate for 

. patients are executed with individualized attention. 

As a result, Alexander told us, the relationship between pharacists and their patients 

are generally very positive, despite the emotionally depressed state in which many 

home-bound patients find themselves. The staf at Lifesource ar generally very 

young, and are imbued with the communications training that has been emphasized in 

pharacy school in recent years; furthermore, most of the staf pharacists were 

trained at UCSF, which, as noted above, is a center of clinical pharacy training. 

Staff, including drvers, are given further communications training on the job, through 
minicourses" designed to increase sensitivity to the needs and circumstances-of 

patients; these minicourses focus parcularly on AIDS patients. 

Physician Consultation 

The professional relations between Lifesource pharacists and most of the physicians 

attending Lifesource s patients are quite close, and long-standing. The character of 

Lifesource s client population is, in fact, shaped to a grat extent by these professional 

relationships. Several of the physicians with which the pharacy has close relations 

specialize in AIDS patients, for example, and many patients come to Lifesource 

through referrals from physicians. 

The Lifesource pharacist is the coordinator for a patient s overall treatment. The 

pharacist may be able to give more individualized attention to the patient than a 

physician can. In any case, the pharacist heads the clinical team that cares for the 

patient. 

One issue that has become controversial in California is that of physician ownership of 

pharacies. Under state law, physicians may oWn only less than 10 percent of a 

pharacy. Lifesource personnel told us that physicians someties, through holding 

companies, own more than this 10 percent limit. No physician has any financial 

interest in Lifesource. 

ECONOMIC ISSUES 

Third-pary reimbursement for Lifesource s services and products comes mainly from private 

insurers, whether HMOs or other entities. Medi-Cal (the California Medicaid agency) 

. provides some coverage for less than 25 percent of Lifesource s clients (Medi-Cal does not 

cover AIDS treatment). Third-pary insurers do not reimburse the cost of the clinical services 

that Lifesource provides. Most of the costs of these services must be added to the price of the 

products provided. 

Medicare pays a small shar of the cost of therapy known as "pain management " usually 

given to terminal patients: Medicar pays for the pump used in IV treatment in these cases, 

and for a smal porton of the morphine reuired. Pain management is becoming increasingly 

expensive, and may soon become costly beyond any available means of payment. 

Another economic issue that looms large in Lifesource s sights is drug pricing. Hospitals, and 

sometimes other pharacies, may buy drgs at preferential prices from drg manufacturers , if 

this brings enough business to the manufacturer. Lifesource s owners have just helped 

organize their own "buying group" of pharacies (the Parnteral Alimentation Providers 
Association) that wil negotiate collectively with the manufacturers, Lifesource hopes, for a 

competitive "contract price. " This , of course, would be a stabilizing factor in the fees that 

Lifesource charges its patients. 

The use of generic drgs reduces Lifesource s costs, as it does for any pharacy. Lifesource 

uses generics whenever possible. Pharacists in California can substitute generics for 

brand-name drugs without the prescriber s express permission. (However, they cannot use 

therapeutic substitutes, or change dosages, without such permission. 

LEGISLATIVE ISSUES 

At least two legislative issues concerning pharacy ar currently under discussion in 

California. One bil pending in the state legislature is a patient counseling requirement for 

pharmacists. California currently has no such legal requirement. 

Another bil would allow much wider use of pharacy technicians than is now perttted. 

Currently, technicians may only work in hospita pharacies. Under the proposed law 

technicians could work in community pharacies in a varety of capacities, so long as a ratio 

of I: 1 : 1, among pharacists, technicians and clerks was maintaned in a given pharacy. 

This is the bil that has engendered the most serious opposition from pharacy groups, though 

onl y some pharacy groups have lobbied against it. The national Association of Retail 

Druggists, for example, has lobbied against it, Lifesource personnel told us. Such a position 

may seem irrational, for the judicious use of technicians could free pharacists to perform the 

clinical services in which technicians are not trained, and that pharacists now often have no 

time to perform. However, Alexander told us, such opposition may make sense to those 

pharacists who in fact do little more than a skiled technician could, and who envision 

themselves doing little more if given the opportunity. 
CASE STUDY No. 

Madeline Feinberg a1ld Accredited Surgical Company 

GENERAL BACKGROUND 

Accredited Surgical Company (ASCO) is one of the countr s largest compliance packaging 

providers, as well as nursing home pharacy provider and medical equipment company. The 

nursing home and medical equipment components of ASCO have been in existence since 

1954. The home care component, specializing in the provision of compliance packaging for 

the non-institutionalized patient, has been in existence for only three years; this component is 

the subject of this case study.


ASCO personnel refer to their home care service as "residential care services" or "assisted 

living services." This seems apt since this component of ASCO does not service patients who 

are confined to their individual homes. Rather, it services group homes, and domiciliar care 

settings whose residents require supervision and some assistance with the Independent 

Activities of Daily Living (IADLs). Most residents ar able to perform their own Activities of 

Daily Living (ADLs), except perhaps for bathing. In other words, although these residents 

can no longer live independently, they are not and need not be institutionalized. ASCO 

packages and delivers prescribed medications for these patients using its compliance 

packaging system. 

ASCO fills approximately 1 800 prescriptions per month (both prescription and 

nonprescription drgs) in its assisted living component; this amounts to 8-9 percent of its total 

of 40 000 prescriptions per month , or 2 000 per day. In its assisted living component, ASCO 

services approximately 550 beds in 13 homes, the smalest of which contains six beds, and the 

largest of which contains 174 beds. ASCO' s assisted living patients receive an average of 5. 

drugs each.


PHARMACIST'S BACKGROUND 

Madeline Feinberg is the pharacist in charge of ASCO' s assisted living program. She 

received her B. S. from the University of Marland School of Pharacy in 1979, at which time 

she began seven years of work in a small community pharacy located in an affluent suburb 

of Washington D. 

Also in 1979, Professor Peter Lamy, then Chairman of the Pharacy Practice Deparment, U. 

M. School of Pharacy, approached her with an invitation to help develop a community drg 

education program for elderly focusing on the appropriate use of medications, self care, and 

wellness issues. This program, initially funded by the Administration on Aging, is now 

entirely funded by pharaceutical industr, notably the Parke-Davis Company. As part of her 

effort in working with elderly and the aging provider network for the past 10 years , Feinberg 
has recognized the need to develop packaging.systems for elderly at high risk to medication 

mismanagement. She focused on the assisted living sector, which services the frail elderly, 

and whose providers are medically untrained. 

Feinberg told us she enjoyed the interaction with her patients while working in the community 

pharmacy, but overall felt that more needs to be done for those elderly who are at risk of to 

making serious medication errors. Moreover, she had been asked by several county agencies 

to assist in developing a system to assure appropriate medication administration in group 

homes. 

The alternative care site, or assisted living program, grew out of these efforts. Three years 

ago, Feinberg approached Milton Moskowitz, President of ASCO, with the idea of branching 

into this emerging marketplace. She convinced Moskowitz to hire her to develop such a 

component to the business and has been there ever since. 

STAFF 

ASCO employs more than 100 people in its entire operation. Only a small group, however 

work exclusively in the assisted living component. Feinberg, who heads this section, works 

half-time for ASCO, while continuing her diectorship of the Elder-Health Program at the 

University of Marland School of Pharacy. She has the exclusive use of two full time 

pharacy technicians who fill all the medication orders for the assisted living residents. This 

packaging system is more complicated and intrcate to use when compared to the standad 

nursing home blister card or unit dose systems. It requires special skills and concentration, as 

each card is customized for each patient, and must contain exactly the correct doses in the 

appropriate blister. More important, it requires special communication skills in dealing with 

residential care sta, who are medically unsophisticated, and often need help in sortng out the 

regimen as prescribed by the. physician. Both pharacist and technicians devote a 

considerable portion of time to talking with providers, and in addition, visit the homes for 

in-service education on the system periodically. (See section on compliance packaging under 

basic services" below). 

PATIENT POPULATION 

As remarked above, the assisted living population, in terms of self-suffciency and need for 

supervision, lies somewhere between the nursing home population and the unassisted 

population living in the community. The most importnt and most uniform characteristic of 

this population is its advanced age. Chronic ilnesses are common among this group, as are 

polymedicine and multiple prescribers. Many, though by no means all, members of this 

population also suffer from mild cognitive impairment. Thus, an easy-to-use method of drug 

self-administration is highly necessar in this setting. 
. 

g. , 

sAsrc SERVICES 

ASCO is an institutional pharacy with no retail services, except for their medical equipment 

store which is located 15 miles from the pharacy. The bulk of the pharacy operation is 

devoted to taing medication orders from nursing homes, and other institutions which they 

service, including jails, intermediate care facilities for the mentally retarded, homes for the 

emotionally impaired, a psychiatrc hospital, and assisted living homes. Drugs are prepared 

for their patients using a varety of systems as noted previous1y, including the compliance 

package. 

(1) Compliance Packaging System 

The compliance packaging system is one aspect of ASCO' s service. It is intended to 

allow patients to self-administer medications according to a prescribed daily regimen. 

In many of the homes, staff take the responsibility to help the resident with this task 

since most states do not pertt unlicensed personnel to administer medication. The 

compliance packag facilitates assistance and assures that the untrained staff person 

wil readily identify the correct blister for the patient. 

This package involves a small, hand-held boar with clear plastic bubbles, inside of 

which tablets or capsules are enclosed. Each bubble represents the doses to be taen 

on that day. Each card is labeled with the time of day, e. morning evening , or a 

special time, and contains the month's supply of medicatioI) for that time. The blisters 

on each board come in several sizes to accommodate several pils, as well as to 

accommodate very large pils. The bubbles may be labeled by day of the week, if 

requested by the administrator of the home. The board iUways contains one month' 

supply of medications. As needed medications ar packaged separately, per card, and 

must be reordered when running low. Likewise, eye drops, ointments, liquids and 

other preparations are refilled as needed. But the compliance package contaning the 

month' s supply of medications is automatically refilled each month, thus assuring that 

a medication wil not run out or be forgotten. The medication orders are updated by 

the physicians, and at the time of medication changes, the card may be re-packaged 

and sent to the home within a matter of hours. 

This packaging system facilitates review of the patient s ability to self-medicate by the 

caregiver who may not be giving close supervision to a parcular resident. The 

caregiver need only glance at the card to determine if the medication is being taen 

corrct! y.


Feinberg told us that these systems force pharacists to communicate with their 

patients, or in this case, with their caregivers, i.e., those who manage the group homes. 

It provides an opportunity to tal about the therapeutic use of the drg, its side effects, 

and its proper administration. Feinberg parcularly emphasizes the monitoring 
component of the caregiver s duties, and insists that observed changes be reported to the physician. 

(2) Patient Education 

Although the pharacists at ASCO do not counsel individual patients as a rule, they 

do conduct in-service staff education in nursing homes and in the assisted living sites 

that they service. Some of the tOpics on which Feinberg speaks are " Depression in the 

Elderly - Medications Used for Treatment, Psychiatrc Side Effects of Commonly 

Used Medications, Drug Interactions" and others. ASCO consultant pharacists 

offer talks on Parkinson s Disease , antianxiety drgs, dilanti dosing, constipation 

gastrointestinal disease and treatment, AIDS, arhritis, OTC cough and cold remedies 

and other topics on request. 

CLINICAL ACTIVITIES


(1) Data Collected 

ASCO collects extensive data on its patients, which it can use in perfortng DUR 

since the car sites where these patients ar living have very complete data. ASCO 

collects data concerning prescrption drg use, allergies, diseases and conditions, as 

well as diagnostic data on patients. In addition, ASCO collects complete information 

on OTC drg use. 

(2) DUR 

ASCO performs prospective DUR when fillng new prescriptions, but only though the 

use of an automated computer program. ASCO' s computers screen for allergic 

reactions and only for the most severe drg interaction. (They are currently in the 

process of acquirng a new computer which wil permit a more comprehensive screen 

for drg/drg interactions. 

ASCO presently does not perform retrospective DUR in its assisted living sites. 

However, Feinberg told us, substantial therapeutic value could be gained through this 

type of DUR; she thinks it would serve to protect a population at risk from potential 

misutilization of prescribed medications. This kind of DUR, unfortunately, is rarely 

reimbursable in this setting. However, some states have considered the need for 

pharacist conducted reviews in domiciliar car, and have mandated this service, for 

example, in North Carolina. Florida recently passed legislation requiring consultant 

pharacy service when the home is inspected and found to be deficient with regard to 

medication management. In therapeutic terms, such a requirement is a step forward. 
NATIONAL ISSUES


We discussed the policy context of our study with Feinberg and Moskowitz, and in response 

they offered ideas concerning some national issue aras. 

(1) Definition of Patient Counseling 

Feinberg and Moskowitz are of the opinion that a wide range of counseling practices 

exist, reflecting great varations in quality of patient care, and that these varations 

should be recognized in government policy. . They questioned whether contact over the 

telephone-which is central to the counseling activities of, for example, mail-service 

pharacies--an provide adequate patient counseling. Furthermore, Feinberg raised 

the issue offollow-up counseling activities, saying that these are crucial to the 

effectiveness of counseling. 

(2) Demonstration Projects 

Feinberg had some ideas for general topics on which it would be informative for the 

Deparent to fund demonstration projects. One idea was a project involving 

compliance packaging, to determine whether the use of such a drg delivery system 

tends to increase the level of patient counseling and physician consulting that 

pharacists conduct.


. Another suggested project would involve consumer demand for clinical pharacy 

services, and possible ways to stimulate such demand. Feinberg believes strongly that 

educated consumers , who demand such services, are more likely than anyone else to 

ensure that such services are provided. Thus detertning how to stimulate consumer 

demand is essential, in her view, to any effective progrm design to stimulate clinical 

pharacy practice. 
APPENDIX I 

CASE STUDY METHODOLOGY 

The purpose of conducting the case study was two-fold: 

to observe and document activities that comprise clinical pharacy practice; and 

to identify (in the case of clinical pharmacists who practice in traditional 

community settings) the barers they face in providing pharaceutical care 

their patients and to determine the methods they use to overcome those barers. 

Given that objective, we made a purposive selection of pharacists who were identified by 

members of professional and research organizations as practitioners who provide an unusual1y 

broad range of clinical services to their patients. A number of organizations and individuals 

were helpful to us in identifying a candidate pool, including the American Pharaceutical 

Association, the American Association of Colleges of Pharacy, the University of Florida 

College of Pharacy, and the University of Marland College of Pharacy. We made 

selections from an initial pool of 35 candidates based on telephone interviews during which 

we solicited information about the nature of the pharacist s practice, the population served, 

the pharacist s therapeutic specialty, and her/his wilingness to paricipate in the case study. 

Our final selection was based in par on geogrphical diversity; urban, rural and suburban 

practices ar represented. Although we sought candidates who practice in chain, independent 

and apothecar settings , only the latter two are represented. None of the candidates 

nominated practice in chain pharacies. 

The pharacists selected for our study are listed below: 

Julee Alexander 

Lifesource, Inc. 

900 Larkspur Landing Circle, Suite 250 

Larkspur, CA 94939 

Nancy Culberson 

Lexington Famly Practice Pharacy 

O. Box 460

Lexington, SC 29072 

Madeline Feinberg


Accredited Surgical Company 

9515 Gerwig Lane, Suite 131 

Columbia, MD 21046 

1- 1

Linda Garrelts 

Jones Pharacy 

S. 906 Monroe

Spokane , WA 99204 

Howard Juni 

Capitol Drug Center 

2007 E. County Rd. E 

White Bear Lake, MN 5511 0 

Calvin Knowlron 

Amherst Pharacy 

332 Lumberton Rd.


O. Box 56

Lumberton, NJ 08048 

In each case, we made site visits to observe the pharacist s practice over a 2- to 3-day 

period. In the case of the four pharacists who practice in traditional community settings 

(Knowlton, Juni , Garelts, and Culberson), we conducted extensive interviews with the 

pharacist and other sta on site, physicians who were famliar with the pharacist 

practice, and patients served by the pharacist. We also observed the pharacist in practice

and reviewed the information systems they use to support clinical activities.