Workflow to Web 2.0—Evolving Your Business to Increase Profits
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Transcript of Workflow to Web 2.0—Evolving Your Business to Increase Profits
NCPA 111th Annual Conference New Orleans, LA
Workflow to Web 2.0 Evolving Your Business to Increase Profits
“Pharmacy Software That
Thinks Like a Pharmacist”
What is “WORKFLOW?”
Workflow is a process not a technology
You can improve your workflow – simply by making process changes
You can improve your pharmacy’s workflow without new investments in technology
“Pharmacy Software That
Thinks Like a Pharmacist”
Workflow, is People, Technology, and Process
• Paperless• Fax servers
• Robots• Scanners
• Automatic Computer Processes• Automated Phone Service
Technology is secondary to the purpose it serves which must be a specific business need, planned outcome, and ultimate goal.
“Pharmacy Software That
Thinks Like a Pharmacist”
Workflow Assessment Questions:
1.What 3 components in your daily operations are needed to increase your efficiencies?
2. How does your customer play in the design and process of your operations?
3.Do you currently use “technology” in your operation and does it really help?
4.What areas in your operations can you improve that will increase your bottom line?
“Pharmacy Software That
Thinks Like a Pharmacist”
The Pillars of Building Workflow Efficiencies
•Communication•Accountability
•Consistent Practice
“Pharmacy Software That
Thinks Like a Pharmacist”
COMMUNICATION
• Open communicationHow often do you talk with your staff?
Review the plan, process, and progress
• All Departments- interactiveHow often are your departments working together?
Understand each others challenges
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“Pharmacy Software That
Thinks Like a Pharmacist”
Accountability
• Everyone in organization must be held accountable for work
State & explain the importance of employee excellenceThe affect of the company, patients, and their career
“Pharmacy Software That
Thinks Like a Pharmacist”
Consistent Practice
• Commit to improvements to your pharmacyMake it operational policy
Don’t bother spending the time and money improving your operations if you don’t consistently practice the new processes
• Set evaluation time period of the new processAsk your staff for feedback
Remind the team to engage the process and ask questions
•Rinse & Repeat - ongoing process
“Pharmacy Software That
Thinks Like a Pharmacist”
Technology Widgets or Technology Solutions?
What are you expecting to accomplish?
• If we invest in ____technology we will increase our profits?
During Vendor Exhibits – ask the question:
“How will this product / service help my business become more productive, compliant, and profitable?”
“Pharmacy Software That
Thinks Like a Pharmacist”
•Time is not money
•Rather – Time is Opportunity
•Opportunity for what?
“Pharmacy Software That
Thinks Like a Pharmacist”
•What will you do with this Time?
•Shop on Ebay?•Stand around & gossip?
•Or spend more time with your customers? •Increase services •Counseling sessions •Growing your business
Leveraging the “new” Internet to help grow your business.
Pharmacy & WEB2.0
Evolutions in Marketing & Advertising
Evolutions in Marketing & Advertising
What is WEB 2.0?Turning the Internet into a COMMUNITY
Connecting People to each other – 1stand then to their products & services
Building credibility & trust
Compared to any networking organization:Shriners, Masons, VFWChamber of Commerce
National Community Pharmacist Association
The best companies are the best collaborators.The next layers of value creation are becoming so complex that no single firm or department is going to be able to master them alone.
Why Participate in Web 2.0?
Communication with others with common Interests – via the
INTERNET
Web 2.0 Tool Set• Blogs and Microblogging
– own content • Wiki – participatory content• Google, Gmail, maps, Ajax
– enriching the user experience• Social networking - Facebook• Photo sharing, tagging - Flickr, delicious • YouTube – video, tagging, viral videos
Growth of BlogsGrowth of Blogs
• 133 million blogs • 900,000 blog posts every 24
hours• More than four in five
bloggers post product or brand reviews
Pharmacy Technology Resource Blog
Example - Hospital CEO Blog
Microblogging – Twitter• Between texting and
blogging• Limited to 140
characters• Persistent awareness,
ambient intimacy• Business uses –
immediate communication
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Physician on Twitter
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Healthcare Uses of • Press releases• Emergency communication• Personal Health diary• Weight Management support• Daily Health tips• Brainstorming• Updating families during procedures--------------------------• What are you doing?
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Wikipedia
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Social Networks• MySpace, Facebook, LinkedIn• Like a personal web page with links to “friends”• For patients – development of condition-related
communities – opportunity for disease management?
• “One-third of all online type 2 diabetes patients are using Health 2.0 sources “
• Social Networking for business - LinkedIn
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Social Networking for the Independent Pharmacy
• CONs – Time– Unclear Value– Privacy for patients and professionals
April 16, 2009 Digital Consumer 30
PROs Expanding professional networks Extending relationships developed at national meetings Research collaborations Recruitment
Inside & Outside the Pharmacy
• Using Web 2.0 within your organization• Social networking to encourage cross-
department collaboration, innovation• Wellness social network• Wikis as a reference tool
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Minimizing Risks• Monitor what people are saying about you• Manage your online reputation• Enter cautiously• If you launch a blog, require that comments be
approved before posting• Think about a tagging strategy which will enhance your
brand• Consider Web 2.0 a new tool set, not a solution looking
for a problem• To block or not to block from work site?
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Where to start• Develop a strategy• Claim your brand in the Web 2.0 world• Monitor your brand• Experiment• Explore • Build Partnerships
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Develop a WEB2.0 Strategy• Integrate with marketing strategy• How will it strengthen:
– your brand? – your online reputation?
• Establish a presence – YouTube Channel– Twitter Account(s)– Facebook group?– Expert Blog– RSS feeds consolidated– Sharing tools – Delicious, Digg, etc.
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How-to-Use?
• LinkedIn or social network for member recruitment• Pharmacy blog for community out-reach• Social Network for pharmacist networking• Community Pharmacy Video channel on YouTube• Twitter links to news, stories, website & Event promotion• Send press releases, interview offers to bloggers with solid
reputations• Twitter for links to associations – best practices• Special Twitter account for communicating internal network,
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APhA2009 Recap: http://www.youtube.com/watch?v=a0l6YwDzBVU
Pharmacies Using Twitter for Communication
• Create a unique Twitter account• Secure updates: In the setup, select, Protect My Updates –
this allows some protection from others seeing your updates• Invite specific press contacts to request your updates• Do not accept requests to follow from people you do not
recognize• Start posting updates with links on a daily basis to keep the
press engaged• Include embargoed items?
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Partnerships• Consumer social
networks – new patients
• Scientific/Research communities - collaboration
• Physician/provider social networks - referrals
• Nursing social networks – recruitment• Develop criteria to assess partners
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5 Best Practices For Social Nets In Business
• Test The Waters• Set Modest Expectations• Don’t Let Fear Strangle Growth• Don’t Forget About Search Potential
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What’s the ROI of WEB2.0? • Soft Results (Marketing)
– Transparency– Brand enhancement– Worker efficiency, networking, satisfaction
• (Y-generation)
• Hard Results (Sales) – Drive internet traffic to website, events, announcements– Recruitment– Wellness – employees and patients– Physician referrals, CME attendance – Clinical trial recruitment
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For More Information on Pharmacy & WEB2.0 please visit:
www.pharmacyweb20.com
For additional information on how to improve your pharmacy’s
workflow:
www.RxKey.com
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Booth 804
THANK YOU!