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Concierge service improves overall process at Town Center Pharmacy

Blanchfield Army Hospital - Fort Campbell KYFort Campbell, KY – Blanchfield Army Community Hospital’s (BACH’s) Town Center Pharmacy, located in Building 98A off Michigan Avenue at Fort Campbell, will slightly adjust the way patients are received at the concierge desk to reduce time standing in line. The concierge desk pharmacy technician aids in the overall process of prescription service. Patients can expect to see this new kiosk ticket process in mid-August.

The pharmacy technician at the concierge desk check ID cards, obtains up-to-date insurance, checks paper prescriptions to ensure medications are available and accurate, screens prescription refills for possible interactions and receives drop-off prescriptions. The insurance screening process has returned over $750,000 to BACH this year. This service has steadily improved overall wait time and customer service for patients receiving medications.

In order to reduce the time patients stand in line to receive services, patients will now receive a ticket from a kiosk upon entering the pharmacy. Patients will pull a ticket then may be seated immediately until their ticket number is called by the pharmacy technician at the concierge desk.

The concierge service ultimately reduces waiting unnecessarily for patients who may be unable to receive medications at that time. Pharmacy technicians at the concierge desk are able to intervene when prescriptions may not be available at the Town Center; when there is a possibility of medication interactions; or if prescriptions are not yet ready to be filled due to pharmacy regulations and safety of the patient.

“We hope that this process will eliminate the need for patients to stand in line while waiting at the concierge desk, which can be difficult for the elderly, disabled and individuals with small children and acute illnesses,” said BACH Town Center Pharmacy officer in charge Cpt. Jessica Hull.


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