By Katherine Virkstis, ND, Vice President, Clinical Advisory Services

When I think about patient engagement, my mind often goes to the interactions between clinicians and patients. But what about the moments after care, when patients are transitioning home, and the continuation of their treatment hinges on timely access to their medications? These critical moments offer an opportunity to improve patient outcomes and leave a lasting positive impact.

A hospital in the Midwest identified this gap and leveraged Get Well’s Meds to Go program to engage patients and strengthen their in-house retail pharmacy system. The results demonstrate how a strategic approach to patient activation can lead to meaningful improvements in both clinical outcomes and operational performance.

Activation starts at the bedside

One of the hospital’s biggest challenges was ensuring patients took full advantage of their in-house retail pharmacy. While the pharmacy was convenient, the hospital needed a way to engage patients at a critical point in their care journey—at their bedside.

Through Get Well’s Meds to Go program, patients can request prescriptions directly from their rooms via Smart TV prompts, seamlessly connecting them to the hospital’s pharmacy before discharge. This kind of intuitive, timely integration into the patient experience empowers patients to have more control of their care.

Figure 1: Phone screen with prompt to order medication through hospital pharmacy before discharge.

By embedding this process directly into the patient’s hospital stay, the program created a sustainable model for both patients and the hospital. The combination of easy access and personalized support enabled patients to better manage their discharge, strengthening their confidence and satisfaction.

Key to success: combine digital tools with human touch 

A key feature of the program was a pharmacist visit before discharge, where patients and caregivers received personalized guidance on how to take medications safely. This individualized support helped patients leave the hospital feeling confident and informed about their prescriptions, reducing confusion or anxiety. With a clearer understanding of their medication regimen, adherence improved—an essential factor in preventing complications and reducing readmissions.

This insight reinforces a core principle of healthcare: the smoother the transition of care, the better the outcomes. When patients are discharged with everything they need—including the confidence to manage their medications at home—they are less likely to experience setbacks that could lead to readmission.

Digital tools can drive financial sustainability

In addition to improving health outcomes, activating patients through digital engagement tools can have a measurable financial impact. The Meds to Go program encouraged more patients to use the hospital’s retail pharmacy, which led to $67,158 in net pharmacy profit in 2022, along with a 30% profit growth over three years.

This highlights a key insight: when hospitals meet patients’ needs through thoughtful, integrated systems, they set the stage for sustainable growth. Digital solutions like Meds to Go–when paired with personalized patient interactions–create financial value while improving care.

Affordability can be part of the patient experience

Another benefit of the Meds to Go program was its impact on patient costs. The hospital’s pharmacy team worked closely with patients to help them find the most affordable medication options, ensuring cost isn’t a barrier to adherence.

This is a critical insight for hospitals looking to enhance the patient experience. By offering cost-conscious solutions, the hospital strengthened its relationship with patients, building trust and loyalty that extended beyond their hospital stay.

A catalyst for long-term success

The success of this hospital’s Meds to Go program reveals the transformative potential of blending digital innovation with personalized care. By integrating these tools into the patient journey, the hospital improved medication adherence, reduced readmissions, and fostered deeper patient trust and satisfaction. This holistic approach, where technology enhances human connection, created a sustainable model for clinical and financial success—proving that when care extends beyond the bedside and into the everyday lives of patients, it becomes a catalyst for long-term health and enduring partnerships.

To learn more about how Get Well can support your hospital’s retail pharmacy experience for patients, visit https://www.getwellnetwork.com/point-of-care-engagement/.