d6923edc69146b9ba0c5ff0a0070e114.png?sfvrsn=40865553_1 "Pharmacy Kiosk (2)")
For many patients, getting the right prescription is only part of the challenge. Finding an open pharmacy, arranging transportation or navigating medication costs can delay treatment when care is needed most. A new pharmacy kiosk program from UTMB is designed to help bridge those gaps, making it easier for patients to leave urgent care with the medications they need.
The program brings prescription dispensing directly to select UTMB urgent care locations through secure, pharmacist-supported kiosks. The initiative reflects nearly a year of planning and collaboration among pharmacy leaders, physicians and operational teams, all focused on improving access to care.
“This started with a conversation about how we could better serve urgent care patients,” says Akeem Bale, PharmD, MS, MBA, BCPS, BCSCP, Vice President of Pharmacy Services. “We wanted to find a way to provide medications in real time while continuing to differentiate UTMB and improve the patient experience.”
The idea grew from a common challenge faced by urgent care patients, particularly those seeking care after hours. In some communities, pharmacies may be closed on evenings or weekends, leaving patients unable to begin treatment until the following day.
The kiosk program has recently rolled out across five UTMB urgent care locations – Webster, League City, Texas City, Angleton, and Galveston – representing a new chapter in removing barriers to care.
The new kiosks address that issue by allowing patients to receive commonly prescribed urgent care medications before leaving their appointment. UTMB is the first health system in the region to offer this type of service.
Rather than functioning as simple vending machines, the kiosks operate as extensions of UTMB Health pharmacy services. Patients have access to real-time, two-way video consultations with UTMB pharmacists, who can answer questions, provide counseling and ensure medications are dispensed safely.
“The kiosk is really an extension of our physical pharmacy,” Bale says. “Patients can speak directly with a pharmacist through video counseling and receive the same support they would expect from one of our pharmacy locations.”
Developing the program required close collaboration with clinical leaders to determine which medications would be most valuable to patients. Physicians, including urgent care leadership, helped design a formulary focused on the conditions most commonly seen in urgent care settings. The team also worked creatively to address the needs of pediatric patients and others who may require alternative medication formulations.
The kiosks represent just one step in a broader effort to improve medication access across the health system. Future plans include same-day or next-day home delivery options for prescriptions not available through the kiosk, allowing patients to receive remaining medications at no additional cost.
Bale notes that another advantage of keeping prescriptions within the UTMB pharmacy network is access to medication assistance programs that help reduce out-of-pocket expenses. Last year alone, UTMB provided more than $3 million in patient assistance, helping eligible patients lower copays and gain access to needed therapies.
“Sometimes we can take a co-pay of several hundred dollars and reduce it dramatically, or even help patients obtain medications at no cost,” he says. “Our pharmacy teams work closely with patients and providers to identify available assistance programs and get patients started on treatment as quickly as possible.”
Because UTMB pharmacists have direct access to the electronic health record and work closely with care teams across the institution, they can often streamline communication and resolve medication access issues faster than might otherwise be possible.
Beyond the kiosk program, Bale says UTMB is expanding its approach to medication access more broadly. Pharmacy teams are developing a centralized support model that will assist providers and patients with medication access challenges, regardless of where prescriptions are ultimately filled.
“We want providers to know they can reach out to us whenever they encounter a medication access issue,” Bale says. “Our goal is to help every UTMB patient get the medications they need.”