An early health/wellness adopter, Ukrop’s will be a ‘Giant’ for Ahold
RICHMOND, Va. —As this issue went to press, it seemed Ahold had emerged as the winner in its bid to add the 72-year-old Ukrop’s supermarket chain to its Giant-Carlisle division.
Apart from the stores and pharmacy files themselves, of course, Ahold inherits a variety of health-and-wellness programs that Ukrop’s had developed for its customers.
One area in which Ukrop’s has made a name for itself is in immunizations. The stores offer vaccinations for influenza and pneumococcal disease, and prides itself on being one of the first pharmacy operators in the country to offer vaccinations. It also offers travel vaccinations for such diseases as Hepatitis A, Hepatitis B, yellow fever, Japanese encephalitis and rabies—diseases that are uncommon in the United States but are widespread throughout much of the world, particularly in developing countries. The chain offers travel vaccinations in a small number of its stores, but the presence of the service provides a convenience to customers. The program has earned the praise of pharmacy leaders.
In October 2009, American Pharmacists Association CEO Tom Menighan reviewed the chain’s vaccination program on a store tour with Ukrop’s director of pharmacy and health services John Beckner. In a blog entry on the APhA’s Web site, Menighan remarked, “While each location had a generally similar feel, the pharmacists and technicians were proud of their unique services, their teamwork and perhaps most importantly, their connection with their patients.”
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The travel vaccination program will soon be expanded to other stores via a “hub and spoke” model. Another area Menighan praised was the chain’s medication therapy management program.
Ukrop’s has branched out into retail clinics as well. In May 2008, it opened a clinic in its Salem Church store in Fredericksburg, Va., through a collaboration with the Pratt Medical Center. The clinic, staffed by a nurse practitioner, was the first for Ukrop’s and the sixth for Pratt.
Diabetes also has a position of high importance at Ukrop’s. According to the Virginia Diabetes Council, nearly 2 million people in the state are diagnosed as diabetic or pre-diabetic. The state’s government-run Virginia Diabetes Prevention and Control Project ranks the condition as the sixth leading cause of death among state residents.
Ukrop’s began offering diabetes education classes early in the decade on such subjects as blood-glucose monitoring, nutrition, exercise and other topics to obtain certification from the American Diabetes Association. While it doesn’t offer the classes anymore, it has retained its focus on the disease, offering screenings for blood sugar and blood pressure, and pharmacists who double as certified diabetes educators can offer counseling to patients. Meanwhile, the pharmacists serve as liaisons with in-store dieticians who can provide additional education and support.
“Certainly, a lot of it is on the patient to do what they can themselves, and if we can provide them with the tools or roadmap to negotiate the store with respect to the wellness services that are offered, then we feel like we’ve done our job,” Beckner said.
Walgreens taps veteran to head CCR
NEW YORK In a high-stakes campaign to fire up its front-end appeal, reaffirm its relationship with America’s consumers and rejuvenate its same-store sales, Walgreens has gone to its bench.
Walgreens has named one of its veteran operations people, Mike Arnoult, to the key post of VP in charge of Customer Centric Retailing. Until last month, the post was held by Chong Bang, who left the company in mid-December to oversee merchandising at Toronto-based Shoppers Drug Mart.
Unlike Bang, Arnoult is more a seasoned operations manager than a merchant. His appointment is a clear sign that Walgreens has moved beyond the conceptual and launch phase of CCR, and is ready to begin the next phase of the massive project: the expansion of a CCR-based store design across Walgreens’ coast-to-coast network of 7,147 drug stores.
Nevertheless, Arnoult inherits a critical challenge at the retail behemoth. CCR encompasses Walgreens’ massive effort to pull together a sprawling marketing and merchandising operation and focus its efforts more sharply on meeting and anticipating customer demands. Within two or three years, it will transform the chain’s front-end presentation and go-to-market strategy coast-to-coast with a leaner, more condensed merchandise mix; a sharper focus on health, wellness and patient education in the aisles; improved departmental adjacencies and signing; and — Walgreens merchants hope — a better overall shopping experience.
Bang took CCR all the way from conception to realization, streamlining assortments, cutting hundreds of redundant SKUs, and applying new rationale to categories, adjacencies and promotional strategy at the front end. He also oversaw the test and launch of a new Walgreens store prototype, based on CCR principles and a better read of consumer needs.
Arnoult will now take the CCR rollout from a 400-store pilot in Texas to nationwide completion. Given the chain’s aggressive plans for 2010 — nearly 3,000 stores scheduled for a CCR redesign by the end of the year — he’ll need to bring all his proven management skills to bear to coordinate local-market remodeling activities with Walgreens’ operations and merchandising teams.
“We’re evaluating the findings from the Texas stores and doing some tweaking,” company spokesperson Tiffani Washington told Drug Store News in December. “We’ll continue the rollout [of the CCR-based store overhaul program] starting in January.”
Arnoult brings to his task a strong resume in store, district and regional management. His 20-year career at Walgreens includes stints as store manager, district manager and store operations VP, followed by a year as head of online merchandising. He’s a 1990 graduate of Marquette University with a B.A. in communications.
“His ability to build relationships and collaborate across the organization will be invaluable,” Walgreens asserted.
Bartell to cease filling Medicaid prescriptions at 15 locations
NEW YORK The Medicaid storm is still intense in Washington as Bartell Drugs has announced that — as of Feb. 1 — it will no longer fill Medicaid prescriptions at 15 of its 57 stores. Limiting access to pharmacies with its payment cuts could spell an increase in other healthcare costs — costs that represent the majority of health expenditures.
As stated in the article, the decision stems from a court decision in Massachusetts in September 2009 that reduced the industry pricing standard.
Bartell stated that — unlike most other insurance providers, including other states — the Washington State Department of Social and Health Services has made no effort to offset this significant reduction, resulting in sizeable reductions in payments to pharmacies.
The intent, according to Bartell, is to return to the established level of compensation prior to the Sept. 26, 2009, court action. As it currently stands, Bartell simply can’t afford to fill the Medicaid prescriptions.
While Bartell currently is the only pharmacy retailer to take such action, it certainly isn’t alone in the battle.
In March 2009, Walgreens threatened to stop serving Medicaid patients in 44 of its stores in the state. The company at that time stated that it operates 111 pharmacies throughout the state, but the 44 pharmacies in question represented more than 60% of its total Medicaid business in the state. However, in May 2009, Walgreens stated that it would continue to serve Medicaid patients when the state agreed to make smaller cuts than it had planned.
But will the court decision in Massachusetts now prompt other pharmacies to follow in Bartell’s footsteps? Perhaps, but if you ask Doug Porter, the state’s director of Medicaid, he will likely say no. In a recent Seattle Times article, Porter was quoted as saying that Medicaid recipients should not worry about other companies following suit and he is “convinced pharmacies can weather this change.” As reported by the Seattle Times, several pharmacies and industry trade groups filed suit in U.S. District Court in Seattle trying to force the state to return its reimbursement rates to those it was paying before the Massachusetts settlement. A hearing is scheduled for Jan. 15.
Last year, the pharmacy groups filed another lawsuit, after an earlier attempt by the state to cut its reimbursement rates. That suit was withdrawn when the state agreed to make smaller cuts than it had planned.
“We are deeply concerned about the health of our patients. Pharmacists are on the front lines of our healthcare system protecting patients by ensuring safe and appropriate medication use. Commercial healthcare payers and Medicaid programs in some states have already adjusted pharmacy reimbursement necessary to maintain patient access to the essential care provided by pharmacies. If Washington Medicaid does not do the same, it can result in reduced access to medicine for our neediest and most vulnerable patients ultimately leading to expensive emergency room visits and hospitalizations,” stated Jeff Rochon, Pharm.D., CEO, Washington State Pharmacy Association, in an NACDS press statement issued in September.