Pharmacies are always looking for ways to better serve their patients. The easiest way to begin this is by automating their state processes, which are currently manual and highly time-consuming. One of these processes, prescription entry, involves prescription information coming from the doctor's office into an application at the pharmacy. Doctor directions are converted into a code from a dictionary, and drug names matched across the pharmacy database. The standardization of this data is vital, as pharmacists use the application to fulfill prescriptions. The process can be prone to human error, however, as no two humans will interpret the information in the same way. Turnaround time can also vary, as processing time per human differs. Ensuring that the process is highly precise and efficient is important, as this can lead to problems in order fulfillment and negatively affect patients. The study below focuses on a case in which a cognitive algorithm and RPA were used to enhance a client's prescription entry process.
Reduced turnaround time of prescription delivery and increased prescription accuracy is necessary to improve patient satisfaction. With human users working the queue, it cannot be ensured that improvement will be seen. The process must be made more efficient and uniform, and no two users work the same.
We worked with our client to ensure that their goals were aligned with our proposals. Precision and efficiency were highly important to them, and we made sure to hit those targets. We worked created an efficient future-state design with RPA as well as a cognitive algorithm from historical data which standardized drug names and doctor directions. We regularly met with the client as we enhanced our algorithm to present metrics and gather feedback for improvement. The open communication allowed us to create an algorithm that was highly accepted by the client, and final metrics hit 99.1% precision and 95% automation.
The process is now being utilized to run through approximately 400,000 prescriptions monthly, ramping up to 1,000,000 prescriptions monthly by year's end, and pharmacists are now reallocated to working more difficult queues. With our client's goals in mind, we were able to work together to deliver a process that benefits patients greatly, and achieves a year one ROI exceeding $1,000,000.