Prescribe Wellness helps improve patient health and reduces health care costs through improving
patient-centric communication. For example, by enabling pharmacists to remind patients when it is
time to get prescriptions refilled or time to take their medication, Prescribe Wellness can increase
patient adherence with physician orders.
Prescribe Wellness is also involved with mass communication with patients in support of population
health initiatives. Currently, the company is leading a movement called A Million More
(http://amillionmore.com) aimed at encouraging the public to get flu shots this season. The movement
hopes to get 1,000 people in 1,000 different communities to get a flu shot (thus the “million
more”), and incorporates a public-facing web site, outbound telephone calls, TV spots, sweepstakes,
and extensive social media components.
Prescribe Wellness is fostering still other types of patient-centric communication by providing
health care professionals and institutions with tools to enhance patient communication. Three such
- Transitional Care product used by hospitals to maintain contact with and gather information from
a patient post-discharge from the hospital in an effort to significantly reduce hospital
- Medication Therapy Management product used by pharmacists on behalf of payers or PBM’s to
facilitate MTM counseling and recommendations regarding drug interactions, dosages, and an
overall holistic view of medications for patients taking more than 3 different drugs
- Behavioral and chronic disease-related communication aimed at altering patient behavior—such as
smoking cessation, weight loss, and diabetes management.
Prescribe wellness has many facets to their business, but each of these involves communication with
From a systems standpoint, Prescribe Wellness needs very flexible and scalable systems to coordinate
and automate patient communication, internal operations, secure patient data aggregation, and
Prescribe Wellness selected OpsStream as their company-wide technology platform to automate and
support all of the facets of their business.
Each specific facet of OpsStream’s usage within Prescribe Wellness really is a separate “use case”
that deserves to be explored in depth. The following is a very abbreviated enumeration of these:
Empowering national campaign and public-facing web site (http://amillionmore.com). The
web site is a standard web site, developed and hosted using typical web development and hosting
platforms. However ey areas of web site functionality currently rely on OpsStream:
Store LocatorThis is a map and zip-code driven lookup of participating
pharmacies. The actual store locator uses a standard off-the-shelf module called “Store
Locator Plus”. However OpsStream provided an integration bridge that allows this module
to be updated automatically without human intervention directly from OpsStream data.
This means that as Prescribe Wellness staff signs up new pharmacies and moves them
through the defined business process, the pharmacy will automatically appear in the
store locator at the right time.
Appointment Scheduler This is a zip-code driven lookup of participating
pharmacies (separate from the store locator described above.) A pharmacy can be
selected, and then the user is presented with a calendar of available appointment days
and available times within each day. The visitor can then schedule a flu shot
appointment on a particular day. The entire appointment scheduler is OpsStream-based:
- When a zip code is entered on the web site, a real-time REST call is made to
OpsStream to retrieve a list of Pharmacies. OpsStream returns this list,
display this list.
- When a pharmacy is selected on the web site, a real-time REST call is made to
OpsStream to retrieve a list of available days within the month specified by a
then able to render a date picker control. As the user navigates to different
months, the process is repeated to return the correct available dates for that
- Pharmacy-specific available date and time information is maintained by the
pharmacy through an OpsStream-provided pharmacy portal. See below for more
- When a date is selected, the pharmacy identifier and specified date is provided
to OpsStream in an REST call to retrieve a JSON array containing available times
on that day.
- When a specific time is selected, a form is presented to the visitor to capture
name, phone number, e-mail address, and preferred appointment reminder
communication method. This form is posted back to an OpsStream URL.
- Upon appointment form post, OpsStream immediately sends out a confirmation
e-mail to the visitor, and updates the OpsStream data with the appointment.
OpsStream also makes the appointment available for the Pharmacy to see on the
- The pharmacy is also alerted via a daily e-mail digest that lists all new
appointments added today, as well as all upcoming appointments scheduled for
- On the day before the appointment, OpsStream will automatically send out an
appointment reminder (via e-mail, text message, or voice call—depending on the
preferred method selected by the visitor).
- Prescribe Wellness staff also has access to appointment data through the
standard OpsStream user interface so that they can provide real-time support to
pharmacies as needed.
Internal Operations Support Prescribe Wellness enrolls patients in the A
Million More initiative primarily through outbound phone calls. Once a pharmacy
indicates that they wish to participate, the pharmacy’s information is entered into
OpsStream and a business process is initiated. This business process walks appropriate
Prescribe Wellness staff through many steps, including: collecting payment, setting up a
Facebook page, enrolling in social media tools, sending pharmacy portal instructions,
collecting available appointment slots, collecting patient phone number data for
outbound calling, recording outbound voice message, and more.
Outbound phone campaigns for A Million More A major component of the A
Million More initiative is to allow a pharmacist to call his or her own patients and
play a message in the pharmacist’s own voice encouraging his or her patients to get a
flu shot. (Through use of this “voice of authority” patient response rates are high and
opt-out rates are low.) To actually place these calls, Prescribe Wellness must collect
the target phone numbers—up to 1,500 per pharmacy (for this specific initiative), must
capture a recording of the pharmacist speaking the message to be delivered, and must
configure velocity parameters that define the days, times of day, and number of calls
per hour to be initiated. OpsStream provides all of this functionality:
- The pharmacist records a message by clicking a “Call Me Now” button on a page of the
pharmacy portal. The pharmacist’s phone rings. When he or she answers the phone, he
or she reads the on-screen text and hangs up. The pharmacist can then click a “Play”
button on the portal page to immediately re-play the newly recorded message.
- The pharmacist provides patient phone number data either by copy-and-paste from a
report, file, Excel spreadsheet, or the like, or by uploading a data file. This is
performed through an Upload Data page on the pharmacy portal.
- OpsStream maintains detailed campaign information for each pharmacy, including
storing the digital audio recording, the call velocity parameters, and the patient
phone number data.
- When released by Prescribe Wellness staff, OpsStream then begins to dial and deliver
the recorded message to the specified phone numbers according to the velocity
parameters defined. OpsStream also captures detailed call statistics (date time of
call placed, answered, completed, etc., whether answered by human or machine, et al)
and can provide informative reports.
Overall pharmacy portal The pharmacy portal (mentioned in several points
above) consists of a number of private web pages. Each pharmacy has a unique URL to
access their pages. The pages are directly generated and served by OpsStream (i.e. no
other web server involved in these pages). This provides a secure, turn-key web
interface for the pharmacists to use.
Process-centric communication Outbound phone calls to patients and
appointment reminders are described above. These, and other communications with various
stakeholders (e-mails, text messages, voice messages) are initiated automatically
according to business processes defined in OpsStream. For example, if a pharmacy fails
to record a message within a specified period of time, OpsStream automatically sends out
a reminder e-mail.
Inbound phone calls OpsStream also answers inbound calls, and can take
action on receipt of such calls. For example, the outbound caller ID number used for A
Million More patient calls is a toll-free number that is answered by OpsStream. When
someone calls this number, based on caller ID OpsStream is able to tell the caller why
he or she was called, able to replay the message that was originally delivered, and able
to accept an opt-out request. If the caller opts out, phone number information is
immediately added to an OpsStream managed opt-out list, thereby immediately preventing
any future calls to that number.
Complex communication campaign management. In addition to simple single-call
outbound communication campaigns, OpsStream can manage complex multi-call and multi-mode
campaigns. For example, upon discharge form a hospital a complex campaign can be launched
that specifies various voice, e-mail or text messages be delivered at various days and
times. Also, these messages can ask questions of the patient, and can result in this
information not only being stored by OpsStream, but actually being used by OpsStream—to
deliver different messages based on responses or to escalate the patient to a health care
professional if needed. Finally, OpsStream can also incorporate communication with family
members or other “advocates” as part of these campaigns, including initiating live
conferences between patient and family member if needed.
Case management tools. Medication Therapy Management (MTM), Smoking Cessation,
Transitional Care, Chronic Disease Management and Patient Behavior Modification (healthy living)
all require case management functionality in which some patient information is maintained.
Throughout the course of interaction with the patient, this information is used and added too.
The original source of patient information may come from one or multiple external sources. All
of this data is sensitive data protected under HIPAA regulations. OpsStream manages all of this
data, and provides the needed case management functionality.