In September 2004, operations at the FCS Pharmacy were quite different than they are today. Once upon a time, the process of getting a prescription was quite the journey. Krista Lewis, Chief Program Officer of Adult Mental Health, Medical and Crisis Services at FCS, recalls early operations starting in a tiny room with one pharmacist and one technician filling 75 handwritten prescriptions a day.
Imagine this: a patient leaves his doctor’s office clutching a slip of paper that holds the key to his treatment. He approaches the front desk, not only to schedule his next appointment but also to hand over a handwritten prescription. The front desk of the doctor’s office and the pharmacy are neighbors, sharing a common wall with a small mail slot. Through this slot, the front desk staff passes the prescription to the pharmacist on the other side of the wall. Meanwhile, the patient takes a seat in the waiting area. In due course, the pharmacist works her magic, and the patient is finally called to a window to collect his much-needed medication. That’s how the FCS prescription process worked initially.
This year, the FCS Pharmacy celebrates its 20th anniversary with a large staff, technological advancements and a mail delivery system that has dismantled barriers for clients, enabling them to have access to better care.
The Beginning
According to Lewis, the pharmacy came into existence largely because of the number of medications FCS distributed. “About three years after we became a Community Mental Health Center, our pharmacy operations began,” she said. “Initially, it was just a modest room. But as our patient base grew, so did the need for a more robust system. I’ll never forget how clear that transition became as we continued to expand. It’s gone through multiple iterations throughout the journey, growing from a 1,200 square foot room into almost 20,000 square feet of space.”
Milestones
Some of the milestones FCS has achieved over the years include electronic packaging, distribution of medications valued at over $20 million and the evolution into a mail delivery system that began during the pandemic. “Delivering and mailing is a huge milestone because it’s such a barrier breaker that people could get their medications. Now my hope is eventually, we’ll be able to serve all of Tulsa County,” Lewis said.
The FCS Pharmacy serves not only clients, but also FCS employees.
Other Q&A Highlights as discussed by Lewis
Q: What were some of the biggest challenges faced by the pharmacy, and how were they overcome?
A: One of the biggest challenges the pharmacy faced was managing prescriptions for our specialty programs and Crisis Care teams. Initially, filling prescriptions for a small team was manageable, but as we grew, it became quite a task. To tackle this, we adopted an electronic packaging system and invested in a packaging machine. This allowed us to efficiently handle daily and weekly dispensing.
Another significant challenge has been working with insurance companies to keep medications affordable. Leaders like Pharmacy Director, Gina Carson, and Pharmacy Inventory and Purchase Analyst, Amanda Miller, have been relentless in advocating for our patients. By communicating regularly with insurance companies and fighting for every reimbursement dollar, they’ve ensured we have the resources to pay staff and operate smoothly. Their dedication helps remove barriers related to medication costs and guarantee our clients get the care they need.
Q: How has the pharmacy contributed to improving patient outcomes and behavioral health?
A: Medications have always been part of our work as a Certified Community Behavioral Health Clinic (CCBHC). Having our own pharmacy, though, has allowed us to break through several barriers to medication adherence. It’s not just about the pharmacy; it’s about the relationship between psychiatry, pharmacy and community healthcare providers. Our pharmacy also fills prescriptions from external providers, building a network of care.
Medications do the work, but our job is to ensure they reach patients and address their needs. If we hear something isn’t working from patients, the pharmacy steps in to connect them back to their psychiatry provider, ensuring they are on the right medication to achieve the best outcomes.
Q: How has pharmacy collaboration with other departments evolved?
A: Our pharmacy’s collaboration with other departments has had to evolve, largely due to leadership changes. Our programs are nuanced and diverse, requiring open, transparent communication and collaboration.
Leaders like Gina Carson and former FCS Pharmacist, Daniel Huerta, have revolutionized our culture. Daniel initiated the cultural shift, and Gina has taken it to the next level, emphasizing that we are a service unit for every department. Their approach is about understanding and meeting the concerns and challenges of each department halfway, or more.
Gina and Amanda (Miller) have also transformed our understanding of how different we are from retail pharmacies like Walgreens or CVS. Our goal is to remove barriers for clients, unlike the more transactional nature of retail pharmacies. We strive to understand the fears and symptoms causing clients’ agitation and work with clinicians and providers to address these issues.
By focusing on customer service and collaboration, we ensure clients receive the best care possible, even when faced with challenges like insurance issues or misunderstandings about prescriptions. Our commitment to client wellbeing and flexible collaboration sets us apart.
