MAC Rx: Making the Switch to FrameworkECM

Company Overview

MAC Rx offers a large pharmacy chain's breadth and scope of services but is small enough to customize its services to meet each facility's needs. MAC Rx utilizes innovative technology solutions and a centralized team that includes pharmacy consulting and nursing services to offer significant value to long-term care facilities and skilled nursing facilities across the Midwest.

Goal: Treat each resident like family, with only the best services and pricing available in the industry.

The Challenge: Transitioning Software

The MAC Rx team experienced limitations with DocuTrack and determined that a move to FrameworkECM was needed to take their operations to the next level. However, they were concerned about changing solutions while continuing to serve their patients.

The Solution: Going All-In

To transition software in their lean pharmacy while continuing to service 18,000 residents, MAC Rx management knew they had to do three things:

• Get everyone’s buy-in, from managers down to the user level

• Put their confidence in SoftWriters’ implementation team

• Trust the process

Partnering for Success

MAC Rx successfully made it through the implementation process with preparation, communication throughout the team, and a strong partnership and trust with SoftWriters. FrameworkECM is a highly configurable solution, so MAC Rx management worked through the process with SoftWriters’ implementation team. The MAC Rx team anticipated apprehension with their staff, so they ensured that everyone from top to bottom understood the change and bought into the process. Here’s how the process felt to Miriam Cho, Chief Pharmacy Officer:

1. Discovery and design: “We were pretty overwhelmed at first, and our heads were spinning, but Courtney Hetler-Findlay took us through everything and explained the intricate process, giving us a lot of confidence. Together we created workflows unique to our process that have led to fewer touches, and we love that we’re able to visualize, control, and customize workflows ourselves.”

2. Training: “Training hundreds of people while still dispensing and not losing any money is tough — there are a lot of factors involved — but SoftWriters’ implementation team was exceptional. We utilized a conducive test environment. In addition to company-wide hands-on training over two days, we also required department-specific training where everyone could focus on their particular tasks within FrameworkECM.”

3. Launch: “Launch went better than we expected — we never had a late dispatch. We did a lot of preparation ahead of time, and numbers were back up for everyone after just two weeks on the new solution.”

4. Continued support: “After launching FrameworkECM, the MAC Rx team brought their questions to our project leads, who then had weekly touchpoints with Rich Ford at SoftWriters. It was effortless to troubleshoot and work through those early nuances. We plan to build a few more workflows based on how we’re operating, but we have had very few complaints from our team. FrameworkECM is very user-friendly and extremely streamlined.”

We have employees who are legacy DocuTrack users. They will say they enjoy the change and working with the program if you ask them. - Miriam Cho, Chief Pharmacy Officer/PIC/CCO, MAC Rx

The Results

Preparation and planning helped MAC Rx understand how to streamline its operations best and train its staff throughout the transition to FrameworkECM. The MAC Rx team, including legacy DocuTrack users, is grateful for the change. FrameworkECM is fully integrated with FrameworkLTC, and in addition to being easy to use, it has driven workflows, improved efficiency, and saved time. With FrameworkECM, each department has eliminated manual touches, resulting in a 45 percent reduction in steps overall.