Elements of a Successful Season
We can characterize a successful influenza immunization season in 3 ways. First, have an optimal number of patients choose to get the influenza vaccine at your location. Second, have as many patients as possible receive noninfluenza vaccines at the same visit or schedule them to receive them at subsequent visits. And third, aim for a balanced operational load, in which vaccine appointments are orderly, aligned with staffing levels, and spread out over time to avoid staff burnout or disruptions to other pharmacy operations.
Get Ahead in the Scheduling Game
Scheduling systems enable appointments that align with patient convenience and desired timing, alongside pharmacy workflows and co-delivered services or prescription filling, helping to achieve all 3 objectives listed above. For pharmacies with a lot of foot traffic, attempting to get as many “regulars” scheduled as possible is essential. Pharmacies can achieve this by pulling the prior season’s data and having staff call patients in late summer to schedule immunization visits and encourage them to align these with their prescription fillings, especially if the pharmacy offers medication synchronization or other scheduled filling strategies.
Vaccine Hesitancy and Script Rehearsal
Being regarded as a trusted source of information is one of the best traits a pharmacy can achieve in their community, as well as being nonjudgmental regarding vaccine hesitancy. Having staff practice with scripts (either written dialogue or talking points) can be a great exercise to prepare for the season while advancing team building. Using data from studies, polls, or other media that discuss hesitancy alongside reliable and valid data about the benefits may help staff respond more effectively to patients who decline vaccinations.
About the Author
Troy Trygstad, PharmD, PhD, MBA, is vice president of Pharmacy and Provider Partnerships for Community Care of North Carolina, which works collaboratively with more than 2000 medical practices to serve more than 1.6 million Medicaid, Medicare, commercially insured, and uninsured patients. He received his PharmD and MBA degrees from Drake University and a PhD in pharmaceutical outcomes and policy from the University of North Carolina. He also serves on the board of directors for the American Pharmacists Association Foundation and the Pharmacy Quality Alliance.
Patient-Centered Counseling and Buy-In
Different patients have different needs, support systems, and comorbidities, and need group-centered or individualized approaches to encourage them to receive vaccines. Vaccine awareness and acceptance can be a social network phenomenon, particularly within tight-knit groups with health literacy challenges or a lack of accessible health information and services. These groups are often the source of significant opportunity for the community and the pharmacy if engaged effectively.
Familiarize Staff With ACIP Updates
Inform staff about updated guidelines from the CDC Advisory Committee on Immunization Practices (ACIP) for influenza and noninfluenza vaccinations. Doing so will increase their knowledge and improve vaccine recommendations, administration, and community outreach. During influenza vaccination season, it is prudent to have signs or pamphlets about coadministration with other vaccinations and what to do if individuals are immunocompromised or have cancer or other conditions that warrant a referral to a pharmacist or the latest ACIP guidelines.
Incorporate Rewards and Recognition
Plan now and educate staff before the first phone calls from patients or signs around the pharmacy. Providing staff with goals, incentives, and progress charts for both influenza and noninfluenza immunizations is a surefire way to achieve those 3 characterizations of success: the number of influenza vaccines administered, the number of noninfluenza vaccines administered, and a prepared and sufficient staff with a booked calendar.
And as always, keep in mind that an estimated 90% of all adult vaccinations are now administered in pharmacies.1 Here’s to a successful immunization season.
Reference
1. Trends in vaccine administration in the United States. IQVIA. January 13, 2023. Accessed July 1, 2024. https://www.iqvia.com/insights/the-iqvia-institute/reports-and-publications/reports/trends-in-vaccine-administration-in-the-united-states
