10 Things to Ask Vendors When Selecting LTC Pharmacy Software
Long-term care (LTC) pharmacies benefit significantly from using software that is purpose-built to meet their unique needs.
That said, your pharmacy software will only be as beneficial as it is effective—which is why software selection plays an essential role in your success. However, some people do not know what to even ask a software vendor when switching to a new solution, which can result in pharmacies investing in ill-fitting technology that doesn’t meet expectations or demonstrate a solid return on investment (ROI).
Here are 10 questions to ask vendors when selecting LTC pharmacy software.
1. Is your pharmacy software up to date on compliance regulations?
It’s important to find out whether the software vendor in question is able to keep up with changing regulations for each state they service. Determine whether your vendor has a dedicated team member on board to ensure your system remains compliant.
Also, can the system you’re considering create prescription drug monitoring program (PDMP) reports or help meet USP 800 and compounding compliance requirements? Learning how the software can help you manage regulatory responsibilities will allow your LTC pharmacy to operate with peace of mind that you're fully compliant.
2. How qualified and readily available is your customer support team?
When evaluating LTC pharmacy software vendors, ask about their customer support teams: How many support team members are there? How long are they trained for, and what does that training consist of? What are their required qualifications?
You’ll also want to learn how available customer support teams are. What is their turnaround time for answering support questions? With a better idea of the support available to you, you can make your software selection without worrying you’ll be left high and dry to figure the technology out for yourself.
3. How often do you issue system updates and new product releases?
Another essential question to ask is how often LTC pharmacy software vendors issue system updates and new releases. How consistent is their team with updates and new releases, and how long do they take? Is there significant downtime associated with most updates, or are they quick to implement?
The goal here is twofold: It is important to select a software vendor that updates and enhances their system frequently; however, LTC pharmacies also need to ensure system updates and new releases do not stall or delay their operations. Also, learn whether your pharmacy’s IT support service will need to play a role in those updates, or if they’re automatically deployed by the vendor’s own team.
4. How customizable are your system’s cycle capabilities per facility?
LTC pharmacies have different needs when it comes to medication dispensing, with many patients in their facilities requiring varying cycle lengths. For example, one patient may require a seven-day or 14-day length, whereas others may be prescribed for 30 days.
That’s why LTC pharmacies need a solution that allows for facility-centric customization. Ask how customizable cycle capabilities are per facility. How is it managed? Does the system allow you to balance your workload throughout the month so you’re not filling all cycle medications at one time?
5. How many direct EMAR integrations do you offer?
Make it a point to ask about integrations—does the system you’re looking at offer electronic medication administration record (EMAR) integrations? If so, are those EMAR integrations direct? How easily can new EMAR requests be added to the system?
Strong integration of EMAR and pharmacy systems will allow you to provide the best medication management services for various LTC facilities, while also ensuring accuracy and efficiency to maximize care.
6. Does your solution support complex billing workflows?
LTC pharmacies are prone to complex billing intricacies that are simply not a reality for retail pharmacies. Learn whether the software you’re assessing can help to simplify complex billing workflows: Does the solution support various models, such as split/per diem, short cycle, batch, nursing home, and Medicare Part A billing?
Your LTC pharmacy needs a solution that can meet sophisticated billing requirements so your business will be prepared to support different types of facilities and customers.
7. What training resources are available for your customers?
You’ll also want to find out what training resources are available for both new and existing customers: Is on-site training and consulting available? Does the software vendor offer white papers and other documentation during training? What about ongoing support via webinars and new feature training sessions?
Training and ongoing education will be important for ensuring your LTC pharmacy staff are well-equipped to hit the ground running from day one. Plus, it’s helpful to know there are training and support resources available after implementation and the go live date.
8. Do you offer software implementation and conversion support?
Speaking of implementation, make sure to inquire about it: What implementation and conversion support does the vendor offer? Are there on-site options? Can they review your pharmacy’s workflows and make recommendations? How many team members are available for implementation, and what is the turnaround time to gradually convert facilities from one system to another?
Learning the answers to these questions will ensure the software vendor you choose offers the right support, both from the beginning and on an ongoing basis, so you can operate as effectively and efficiently as possible.
9. Are there limitations as you grow, or is your system scalable?
The sky's the limit for your LTC pharmacy—unless, of course, the software you choose isn’t set up to accommodate your growth. Ask whether the solution you’re considering can scale with your pharmacy as you grow or if you will eventually need to upgrade to a more reliable system over time.
For LTC pharmacies planning to grow and expand by bringing on more facility business, this is especially important; nobody wants to spend time, money, and resources implementing a solution they’re likely to outgrow soon.
10. Do you provide sales resources to help your customers succeed?
You need to feel confident that once you choose a solution, you’ll have the sales resources you need to help sell your pharmacy to potential facility customers. Are there resources available to help you market yourself to new facilities?
For example, continuing education credits, user conferences, webinars, and information on new features and updates can all help equip you with the information you need to win over new customers and take your LTC pharmacy business to the next level.
Asking the Right Questions to Find the Right Pharmacy Solution
Asking the right questions is key to finding the optimal software for your business. FrameworkLTC and its full integrated solutions set offer all of the above and more to support and meet the unique needs of our LTC pharmacy customers. FrameworkLTC provides all the features you need to enhance your LTC pharmacy.
Wondering if FrameworkLTC is the right solution for your LTC pharmacy? Schedule a demo to discuss your goals and get a firsthand look at what the platform can do.