How an Independent Pharmacy Network Cut Phone Interruptions by 30 Percent Without Compromising Patient Care

At a Glance

GBANK Health, LLC, a network of six Iowa-based pharmacies, was struggling with the perfect storm of pandemic challenges: staffing shortages, declining refills, and a flood of phone calls that kept their team from meaningful patient care. After implementing EnlivenHealth Connect, they cut call transfers by nearly 30 percent while automating over half of their prescription refills. The result? More time for face-to-face patient interactions and revenue-generating clinical services—exactly what their lean team needed to thrive during uncertain times.

Background

As the operations director for GBANK Health, LLC, a network of six Iowa-based pharmacies (including two LTC pharmacies), Roger Thompson, CPhT had faced his share of challenges. With the COVID-19 pandemic came staffing shortages, a decrease in refills, and fewer face-to-face interactions with patients—the most valuable way pharmacists can use their time. Meanwhile, phone calls to the pharmacy had skyrocketed. To address these challenges, Roger saw an opportunity to think outside the box.

After implementing EnlivenHealth Connect, the staff at GBANK Health pharmacies immediately noticed fewer call transfers from the IVR, going from 76 percent (while using standard voice response system) down to 54 percent within the first few months. This gave them more time for meaningful in-store patient interactions and other revenue-generating opportunities. In addition, more prescriptions were being refilled through the IVR system—as much as 53 percent of total refills for the pharmacy.

"The level of support and attention that you get from EnlivenHealth as a partner is outstanding. I wouldn’t consider it a client-to-vendor relationship; it’s really been a partnership.”

‍Roger Thompson, CPhT, Operations Director, GBANK Health, LLC

Challenges

Staffing Shortages Due to the COVID-19 Pandemic: The COVID-19 pandemic hit pharmacy staffing hard. With fewer hands on deck, the pharmacy struggled to keep up with their usual workflow while maintaining the level of patient care their community expected. They needed ways to work smarter and more efficiently with a leaner team.

Significant Drop in Prescription Refills: As lockdowns and health concerns kept patients at home, GBANK Health saw their refill volumes drop significantly. Patients were either stretching their medications, skipping doses, or simply avoiding the pharmacy altogether out of fear of exposure. The pharmacy knew their patients still needed their medications, but traditional reminder methods weren't breaking through during this unprecedented time.

High Volume of Calls Interfering with Pharmacy Duties: While refills were down, phone calls were up—and the constant ringing was pulling pharmacy staff away from filling prescriptions and providing clinical services. Every call about refill status, pharmacy hours, or medication availability meant time away from patient care and core pharmacy operations. The team needed a way to keep patients informed without sacrificing their ability to serve those who came through the door.

Solution: EnlivenHealth Connect

EnlivenHealth Connect helps deliver a customizable phone experience for your patients without sacrificing staff time. After being greeted by name, patients can check their prescription status, request refills, get information about pharmacy services, and more—all without talking to pharmacy staff.

Results

29% Fewer Calls Transferred to Pharmacy Staff Compared to Standard IVR: EnlivenHealth Connect's intelligent automated system handled routine patient inquiries without requiring staff intervention, cutting transferred calls by nearly a third. This dramatic reduction meant pharmacy staff could focus on filling prescriptions and providing clinical services instead of answering the same questions repeatedly. The phone could keep ringing, but it was no longer pulling the team away from their most important work.

30% Average Increase in Number of Refills Requested: By making it easier for patients to request refills through automated reminders and convenient response options, GBANK Health saw refill volumes bounce back significantly. The 30% increase helped recover revenue lost during the pandemic while ensuring patients stayed on their medications. Those missing refills weren't gone—they just needed a more effective way to reach patients where they were.

Up to 1 Hour Per Day Freed Up for Other Revenue-Generating Activities: With fewer calls to handle and more efficient patient communications, pharmacy staff reclaimed up to an hour every single day. That recovered time translated directly into more prescriptions filled, more clinical services provided, and more face-to-face patient interactions. For a pharmacy dealing with staffing shortages, gaining back five hours per week was like adding a part-time team member.

Measurable Gains Across All PDC (Proportion of Days Covered) Scores: The real winner wasn't just GBANK Health's bottom line—it was their patients' health outcomes. Improved adherence across all medication classes meant patients were taking their medications as prescribed, reducing their risk of complications and hospitalizations. Better PDC scores proved that the pharmacy's efficiency gains were translating into genuine improvements in patient care.

For More Information

To learn more about how you can keep your patients connected to your pharmacy without pulling your staff away from their most important duties, reach out to EnlivenHealth today!

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EnlivenHealth and the EnlivenHealth logo are registered trademarks of EnlivenHealth, Inc. All other names, trademarks, or brands that may be mentioned in this report are the property of their respective owners. Use of these names, trademarks, or brands does not imply endorsement.

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