Latest / Pharmacy Podcast Network / 2026 Cencora ThoughtSpot Rewind | Part Three

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2026 Cencora ThoughtSpot Rewind | Part Three · Pharmacy Podcast Network

• 0:05
  Speaker 1: You are listening to the global network of podcasters dedicated
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  Speaker 1: to the pharmacy profession.
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  Speaker 2: Welcome to the Pharmacy Podcast Network.
• 0:13
  Speaker 3: Welcome to the 2026 Sankora ThoughtSpot Rewind.
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  Speaker 4: Hosted by Todd Urie, founder and CEO of the Pharmacy
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  Speaker 4: Podcast Network. Embedded in the Outcomes booth, this is your
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  Speaker 4: direct line into one of the biggest pharmacy events of
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  Speaker 4: the year. You'll hear interviews from real pharmacy owners, keynote speakers,
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  Speaker 4: first-time podcasters, and more. Only on the Pharmacy Podcast Network.
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  Speaker 4: Made possible by the support of our sponsor, Outcomes.
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  Speaker 3: Kashal Vangani.
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  Speaker 5: Passionate pharmacist about clinical services and how it's changing the
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  Speaker 5: game and connection between pharmacy and patient. Lots of patients, Kashal,
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  Speaker 5: are very confused about different things that are happening in
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  Speaker 5: their lives. The physician's very busy. They see the physician
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  Speaker 5: for whatever checkup they're going through. The physician gives them
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  Speaker 5: a prescription. They're like, all right, let's go to the pharmacy.
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  Speaker 5: When you reach the pharmacy... That's the time, in many cases,
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  Speaker 5: it's time to slow the process down, start investigating what
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  Speaker 5: that patient's really going through, personalizing the services. Talk to
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  Speaker 5: us about your passion around clinical services and how you
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  Speaker 5: guys are changing the game for your patients.
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  Speaker 6: I think for a long time, pharmacy was just focused
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  Speaker 6: on so much of dispensing the medication rather than actually
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  Speaker 6: understanding the health background of the patient. And a lot
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  Speaker 6: of questions that they had, they actually didn't have any
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  Speaker 6: health professional that they can go to and actually invest
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  Speaker 6: the time. Being a pharmacist, I think we are the
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  Speaker 6: most accessible health care provider there is in the health
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  Speaker 6: care industry. So it's really easy for them to come
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  Speaker 6: to any pharmacist, especially the retail independent pharmacist, who is
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  Speaker 6: really caring for their patients, all about the community that
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  Speaker 6: they serve. So actually adding a value to the patient's
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  Speaker 6: life rather than just dispensing a medication, it's going to
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  Speaker 6: be where I see the future of the pharmacies going.
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  Speaker 6: We know that we deploy a lot of millions of
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  Speaker 6: dollars to the healthcare, but the healthcare outcomes or clinical
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  Speaker 6: outcomes hasn't been improved as per the amount of, has
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  Speaker 6: been going through the healthcare industry.
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  Speaker 2: So I think the pharmacies can.
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  Speaker 6: Fill that gap where they can understand the patient's issues,
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  Speaker 6: not just the medicine-related but overall health-related. There is a
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  Speaker 6: pharmacist that can fill that gap.
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  Speaker 5: Is there a disease state or a condition that keeps
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  Speaker 5: raising its head throughout patients in the community where you're like,
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  Speaker 5: This is an opportunity for us to really capitalize and
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  Speaker 5: educate the patient of what they're going through, whether it's
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  Speaker 5: diabetes or hypertension. Is there anything that you're seeing common
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  Speaker 5: ground on?
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  Speaker 6: Of course, the diabetes, hypertension, those are the chronic conditions
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  Speaker 6: that's always going to be the forefront of all the
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  Speaker 6: discussions happening with the patient. But I think the There
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  Speaker 6: is a shift now under the patients. They're looking for
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  Speaker 6: the prevention of those diseases rather than actually managing the
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  Speaker 6: current disease that they have or how they can progress
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  Speaker 6: if they are pre-diabetic, how they can push that progression
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  Speaker 6: in the future. So overall health is a big topic
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  Speaker 6: now about like vitamins or what they can do, lifestyle changes,
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  Speaker 6: and the diet is a huge thing that's coming up.
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  Speaker 6: as a pharmacist or even the medical doctors not being
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  Speaker 6: trained enough about the nutrition and all of that. And
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  Speaker 6: I think everything comes down now to the nutrition and
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  Speaker 6: the oral health rather than just focusing on, okay, you
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  Speaker 6: have this disease state, how are you going to manage that?
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  Speaker 3: That's a good point.
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  Speaker 5: The preventative, knowing what supplement to take, why to take it,
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  Speaker 5: if it's working. There's even now new blood tests or
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  Speaker 5: tests that you can say, hey, is that supplement even
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  Speaker 5: doing anything for you? So I think that that's the
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  Speaker 5: future for pharmacists to create lifetime relationships with patients instead
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  Speaker 5: of it being, are you sick?
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  Speaker 3: Oh, come to the pharmacy.
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  Speaker 5: Now you're actually, you're communicating to the entire community, 100%
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  Speaker 5: of the people in the community that you have an
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  Speaker 5: opportunity to come and learn, be educated and be cared
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  Speaker 5: for by your local independent community pharmacy in this way.
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  Speaker 6: Yeah, I mean, that's why I think, as I mentioned,
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  Speaker 6: that the value of the pharmacist now has to change
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  Speaker 6: rather than just dispensing the medication. They have to fill
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  Speaker 6: those gaps in. Most of the insurance companies now see
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  Speaker 6: the value in it because now there is this actual
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  Speaker 6: study that has been done, meta-analysis has been done, that
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  Speaker 6: actually proves clinically that, you know, involvement of pharmacists in
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  Speaker 6: those disease states, prevention and managing those disease states is
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  Speaker 6: pharmacists has the biggest, not biggest, but valuable role to play.
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  Speaker 5: Krishal, this has been a really good opportunity to connect
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  Speaker 5: with you. Appreciate your time here at ThoughtSpot 2026 here
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  Speaker 5: at the Outcomes booth.
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  Speaker 3: Thank you so much.
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  Speaker 6: Thank you, Todd.
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  Speaker 5: Here with Kevin Bozen from Outcomes. Kevin, welcome to the show.
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  Speaker 7: Thanks, Todd. It's great to be here.
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  Speaker 3: It's great to have you back.
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  Speaker 5: You are not a newbie to the podcasting landscape.
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  Speaker 3: No, I love it.
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  Speaker 2: I love being here.
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  Speaker 3: It's good to be with you.
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  Speaker 5: All right, so the great care shift, this is happening
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  Speaker 5: throughout the nation. It's happening to independent community pharmacy. Pharmacists,
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  Speaker 5: pharmacy owners are not focused just on dispensing revenue. Give
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  Speaker 5: us your interpretation of what is the great care shift
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  Speaker 5: and how that applies to the success of our independent
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  Speaker 5: community pharmacies out there.
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  Speaker 8: Yeah, in general, pharmacists are critical to the overall success
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  Speaker 8: of the health of this country for the future. So
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  Speaker 8: the majority of healthcare costs are associated with chronic illness, diabetes, hypertension, asthma.
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  Speaker 8: The only professional skilled and available to handle management of
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  Speaker 8: that chronic illness is the community pharmacist. So I think
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  Speaker 8: over the next three to five years, the great care
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  Speaker 8: shift will be the primary care, core primary care provider
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  Speaker 8: for anyone with chronic illness is going to be your
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  Speaker 8: community pharmacist.
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  Speaker 5: It's nice that they set up The initial diagnosis from
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  Speaker 5: our physician, the physician kick off the ball. Sometimes they're
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  Speaker 5: not seeing their patient for another two to three years.
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  Speaker 5: Keeping people on track is so key. And then preventative
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  Speaker 5: medicine is so key. And I think there's a combination
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  Speaker 5: there when you're thinking about what is that shift in
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  Speaker 5: health care delivery?
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  Speaker 3: What is that shift in health care accessibility? Yeah, it's
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  Speaker 3: a whole range of services that pharmacies can provide.
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  Speaker 8: So to your point, once you've been diagnosed with a
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  Speaker 8: chronic illness, you're primarily managing that with medications. But there's
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  Speaker 8: so much more that in order for someone to live
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  Speaker 8: a healthy lifestyle, to really increase their health span, you've
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  Speaker 8: got to be thinking about nutrition, diet, exercise, mental.
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  Speaker 3: Health, mental well-being.
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  Speaker 8: And the pharmacist can support all those things out of
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  Speaker 8: their community, not just the drug, not just the drug management.
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  Speaker 3: I think the other thing, too, when you get diagnosed with.
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  Speaker 8: Some sort of chronic illness, people forget that if you're
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  Speaker 8: not in that space, if you're not in the healthcare space,
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  Speaker 8: what does it mean to have high blood pressure long term?
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  Speaker 7: What are the.
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  Speaker 8: Secondary impact of those types of things? And how can
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  Speaker 8: a pharmacist help from just an education standpoint?
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  Speaker 4: So why is it important that you manage this?
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  Speaker 8: From everything to think about like a patient that lives
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  Speaker 8: a very, very healthy life or just a person that
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  Speaker 8: lives a very, very healthy life. If you're diagnosed with
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  Speaker 8: a chronic illness in your 30s and your 40s and
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  Speaker 8: you don't manage it, you're not going to have grandkids,
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  Speaker 8: great grandkids that you're going to be able to run
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  Speaker 8: around with when you're 80 or 90. And I think
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  Speaker 8: that's what we all want.
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  Speaker 3: It's true.
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  Speaker 5: So when I think of as an operator, owners, people
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  Speaker 5: that are building businesses in their pharmacy, if I don't
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  Speaker 5: have a platform in order to make this evolution and
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  Speaker 5: make it Hey, this isn't just printing a label anymore
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  Speaker 5: and getting a delivery scheduled. This is really designing care
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  Speaker 5: plans purposely for specific patients that really want you to
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  Speaker 5: dial into their health. They're very interested in their health.
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  Speaker 5: What platform and how is Outcomes being leveraged to deliver
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  Speaker 5: some of those solutions to our pharmacists?
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  Speaker 8: Yeah, number one thing I love about the Outcomes ecosystem
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  Speaker 8: is that full range of platforms.
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  Speaker 2: So it supports.
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  Speaker 8: the medication dispensing that you have to do, the daily operations,
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  Speaker 8: but it does it in an efficient way where you
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  Speaker 8: can add clinical services on top of that.
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  Speaker 3: So to have the.
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  Speaker 8: Outcomes platform where you have sort of a clinical driven nature,
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  Speaker 8: of you're really there to provide education, support, improve the
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  Speaker 8: health outcomes of the patient is really the design. So
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  Speaker 8: have workflow automation with our outcomes platform, have clinical opportunity
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  Speaker 8: documentation with the outcomes platform.
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  Speaker 2: Through one ecosystem, you get all that.
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  Speaker 5: Kevin, appreciate you being here on the press coverage of
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  Speaker 5: ThoughtSpot 2026. Can't say, say ThoughtSpot fast three times and
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  Speaker 5: watch yourself stumble over your time.
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  Speaker 8: Oh man, if you say ThoughtSpot three times fast, I
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  Speaker 8: think like that's just good for your business.
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  Speaker 3: We'll talk to you soon.
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  Speaker 7: All right.
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  Speaker 9: Thanks, Todd.
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  Speaker 1: Pharmacy teams today are expected to do more than ever.
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  Speaker 1: process prescriptions faster, manage growing workloads, navigate constant interruptions, and
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  Speaker 1: still deliver exceptional patient care. That's why Outcomes is introducing
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  Speaker 1: a new pharmacy experience across both Rx30 and Computer Rx,
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  Speaker 1: designed to help pharmacies work smarter, move faster, and operate
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  Speaker 1: with greater confidence. Rx30 delivers a modern, intuitive workflow with
• 10:25
  Speaker 1: streamlined navigation, guided processes, unified work queues, and automation that
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  Speaker 1: reduces manual effort while preserving the trusted foundation pharmacies rely
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  Speaker 1: on every day. At the same time, computer Rx continues
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  Speaker 1: to evolve, with enhancements focused on performance, workflow efficiency, stability,
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  Speaker 1: and practical automation that remove friction from daily operations. Together,
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  Speaker 1: these investments are centered on a single goal, helping pharmacy
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  Speaker 1: teams spend less time navigating software and more time focusing
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  Speaker 1: on patients. Whether you're an Rx30 or computer Rx customer,
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  Speaker 1: you'll benefit from a pharmacy experience designed around real-world workflows,
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  Speaker 1: reduced complexity, improved efficiency, and continuous innovation. The future of
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  Speaker 1: pharmacy technology is about changing how you work and making
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  Speaker 1: every step work better along the way.
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  Speaker 3: ThoughtSpot 2026 here with Gold and Nao. Gold, we are
• 11:36
  Speaker 3: on LinkedIn.
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  Speaker 5: I don't know how long we've been LinkedIn, but I
• 11:39
  Speaker 5: recognize your face. I recognize your name. It's so good
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  Speaker 5: to meet you in person.
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  Speaker 10: Yes, definitely excited to be here.
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  Speaker 3: Thank you for the invite. Absolutely. We're very excited.
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  Speaker 5: This is our second year covering the ThoughtSpot 2026 or
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  Speaker 5: ThoughtSpot in general. I want to give a shout out
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  Speaker 5: to the Sincora public relations and marketing team for giving
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  Speaker 5: us this opportunity to come back. We absolutely love the vibe,
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  Speaker 5: the energy. But what I'm most excited about is the
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  Speaker 5: plate tectonics of our industry is shifting. The public isn't
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  Speaker 5: aware of it, but pharmacists are becoming so much more
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  Speaker 5: positioned as the clinicians to dig down into disease state management,
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  Speaker 5: into deprescribing or birth control or HIV or helping their patients,
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  Speaker 5: their community understand supplements without wasting money and really dialing
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  Speaker 5: into it and pharmacogenomics.
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  Speaker 3: That's your bag. That's what you get passionate about.
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  Speaker 5: So talk to us about how Sincora is supporting the
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  Speaker 5: evolution of the future of pharmacists and future of pharmacies.
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  Speaker 10: Yeah, that's a really good one. And honestly, you're right.
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  Speaker 3: That is my passion.
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  Speaker 10: I get really excited about what pharmacists can do and
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  Speaker 10: where the profession can go as well. If we remember
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  Speaker 10: a couple of years ago, pharmacists were providing care, but
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  Speaker 10: it was a little bit different. I think the recognition
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  Speaker 10: now with some of the scope of practice changes, we
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  Speaker 10: see some new laws being passed as well as being
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  Speaker 10: presented to Senate around pharmacists' abilities and capabilities when it
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  Speaker 10: comes to care. Those things are what's really driving a
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  Speaker 10: lot of the changes that we're seeing today. But it
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  Speaker 10: can be complicated for pharmacists to really understand with everything
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  Speaker 10: else that they have going on. I mean, some of
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  Speaker 10: our pharmacists here are They're doing some amazing things, but
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  Speaker 10: they're owners, they're operators, and that can be hard to
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  Speaker 10: keep up with industry trend. I'm excited about the work
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  Speaker 10: that Sancora, the Good Neighbor Pharmacy team is doing. One,
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  Speaker 10: on educating pharmacists about the opportunities that are available, scope
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  Speaker 10: of practice changes. But being a partner, I think that's
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  Speaker 10: one thing that we benefit or that I'm excited about
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  Speaker 10: when it comes to being at Sancora is partnering with pharmacies.
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  Speaker 10: to help them embrace and really step into the future
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  Speaker 10: of pharmacy, whether that includes birth control prescribing or even
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  Speaker 10: getting paid medically for services. But I am excited about
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  Speaker 10: the future. I'm passionate about what's going to happen. But
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  Speaker 10: now is the time that we put the groundwork on,
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  Speaker 10: and I'm really excited to be here with our pharmacies
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  Speaker 10: laying that groundwork for us to start seeing some of
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  Speaker 10: the benefits of pharmacies Expanded scope. So seeing the outcome increase.
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  Speaker 5: Well, it's exciting to hear it coming from your perspective
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  Speaker 5: because Sincora is one of those three large powerhouses that
• 14:38
  Speaker 5: is the infrastructure of procurement.
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  Speaker 3: It's the infrastructure of logistics.
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  Speaker 5: It's the infrastructure of getting the medication to the pharmacies,
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  Speaker 5: to the patients. And there's so much behind the scenes
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  Speaker 5: that nobody would know what's going on. So when you
• 14:53
  Speaker 5: were talking about the complexity, let's zero in on clinical.
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  Speaker 5: If you were to think, I'm a P3, I got
• 15:02
  Speaker 5: one more year of pharmacy school to go, I'm looking
• 15:05
  Speaker 5: at my future, I definitely want to go into something
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  Speaker 5: that's a little bit more consultative, maybe women's health specifically.
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  Speaker 3: Is there any.
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  Speaker 5: Vertical of care that you've seen pharmacists really shine around?
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  Speaker 5: Something that is a story that you're like, wow, they
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  Speaker 5: really hit this out of the park.
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  Speaker 10: Yeah, that's a good question. So one of our pharmacies today,
• 15:29
  Speaker 10: and to be honest with you, we have a lot
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  Speaker 10: of pharmacies that are doing some really great things.
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  Speaker 3: Yeah, I can imagine.
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  Speaker 10: And you're putting me on the spot, so I can't
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  Speaker 10: remember all of them. But one that I do want
• 15:38
  Speaker 10: to recognize is Bayshore Pharmacy.
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  Speaker 3: In New Jersey.
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  Speaker 10: Rich and his wife, Jill, they've been doing some really
• 15:46
  Speaker 10: amazing things around diabetes care management. Yes, everyone has diabetes,
• 15:51
  Speaker 10: so it's a perfect opportunity for them, especially with New
• 15:54
  Speaker 10: Jersey having such limited scope at this moment. They were
• 15:58
  Speaker 10: still able to put that program in place to serve
• 16:01
  Speaker 10: their community. They're offering those classes.
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  Speaker 3: They're doing testing.
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  Speaker 10: They're and diabetes care, as well as foot therapy as well.
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  Speaker 10: So they're really looking at that patient holistically from head
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  Speaker 10: to toe and looking at programs and services that they
• 16:15
  Speaker 10: can provide to their community in order to do that.
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  Speaker 10: When we think about Washington State, we have another pharmacy there,
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  Speaker 10: Sumas Drugs. They're doing... consultation, which everyone says like, oh,
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  Speaker 10: you know, that's normal for pharmacists, but they went above
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  Speaker 10: and beyond ensuring that their time is protected by getting
• 16:32
  Speaker 10: credentialed and contracted and getting paid for those services and
• 16:36
  Speaker 10: those conversations that they're having in their community. But if
• 16:39
  Speaker 10: I was to sit here and list all the work
• 16:42
  Speaker 10: that our pharmacies are doing, like we probably wouldn't leave this.
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  Speaker 3: Yeah, we'd be here a couple of years. Yes, we would. Yes,
• 16:48
  Speaker 3: we would.
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  Speaker 10: Our pharmacies are really innovative. And for those that are
• 16:51
  Speaker 10: considering it, This is the opportunity, and I've seen them
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  Speaker 10: already connecting with others and making those connections that when
• 16:57
  Speaker 10: they get back home, they have a lot of work
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  Speaker 10: to do, and we're happy to partner with them to
• 17:02
  Speaker 10: get it done.
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  Speaker 5: All right, listeners, if you're listening to Gold and I
• 17:05
  Speaker 5: talk right now and you're interested in learning more about
• 17:08
  Speaker 5: the support that Sincora provides, Good Neighbor Pharmacy's, reach out
• 17:12
  Speaker 5: to the Pharmacy Podcast Network. We're going to get you
• 17:14
  Speaker 5: in touch with Gold. Gold, this has been a very
• 17:17
  Speaker 5: special interview. Thanks for doing this.
• 17:21
  Speaker 2: This is Nick Burnaby with Outcomes, and you're listening to
• 17:24
  Speaker 2: the Pharmacy Podcast.
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  Speaker 5: Nick, it's so good to have you on the show
• 17:32
  Speaker 5: here at Outcomes. The booth is just crowded here. People
• 17:40
  Speaker 5: want to know what's going on. ThoughtSpot 2026, this is
• 17:43
  Speaker 5: our second time back at ThoughtSpot. Shout out to Sincora
• 17:47
  Speaker 5: for having us come in as podcast press.
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  Speaker 10: How are you doing?
• 17:52
  Speaker 2: I'm doing great. I think I'm losing my voice because
• 17:55
  Speaker 2: it's been so busy here. A lot of talking, great
• 17:58
  Speaker 2: conversations though. So I feel very invigorated.
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  Speaker 5: The invigoration comes from the passion because when I come
• 18:04
  Speaker 5: to these events and I hear pharmacy owners with joy
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  Speaker 5: in their voices and not what we went through four
• 18:12
  Speaker 5: and five years ago when people weren't sure how they
• 18:15
  Speaker 5: were going to survive. And not that it's not hard,
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  Speaker 5: but I think people see the new path of pharmacy
• 18:23
  Speaker 5: versus where we came from 5, 10, 20 years ago.
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  Speaker 5: It's not just about that dispensing fee anymore. There's so
• 18:30
  Speaker 5: much more that we could be doing. However, if you
• 18:33
  Speaker 5: don't implement the right technology and have the right workflow
• 18:38
  Speaker 5: and train your team on different things, it can become
• 18:43
  Speaker 5: very complicated to manage. to be profitable and to make
• 18:46
  Speaker 5: money and to be able to scale. Talk to us
• 18:49
  Speaker 5: about your division and how you work with outcomes, how
• 18:53
  Speaker 5: you work with pharmacy owners throughout the nation, and some
• 18:56
  Speaker 5: of the technology that's extremely interesting.
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  Speaker 3: That you actually you're like the project lead on.
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  Speaker 2: Yeah, yeah, you're absolutely right. We kind of have to
• 19:05
  Speaker 2: rethink the pharmacy and its operations from the ground up
• 19:10
  Speaker 2: again when we talk about where are we shifting the
• 19:13
  Speaker 2: model to perform pharmacy the way we have to in
• 19:17
  Speaker 2: today's pharmacy world, right? So To your point, I work
• 19:20
  Speaker 2: in the pharmacy automation area. That's the pillar that I'm under.
• 19:24
  Speaker 2: And my products are all designed to optimize and create
• 19:30
  Speaker 2: efficiencies within the operational fulfillment process. So the way that
• 19:35
  Speaker 2: we do that is through a couple of different products.
• 19:38
  Speaker 2: So the first product, I kind of like to think
• 19:40
  Speaker 2: of it like if we were in a step dip
• 19:42
  Speaker 2: our toe into that type of automation is our pill
• 19:45
  Speaker 2: count product so the pill count product is an automation
• 19:49
  Speaker 2: product that lets us introduce automated counting that uses machine learning.
• 19:54
  Speaker 2: So it's an AI enabled and it's a buzzword out there,
• 19:57
  Speaker 2: but it's really, it's an older technology that has been
• 20:01
  Speaker 2: out for about five years. It's been trained in pharmacies
• 20:04
  Speaker 2: and real world data. And it will count the tablets
• 20:08
  Speaker 2: as you pour them on the tray instead of having
• 20:10
  Speaker 2: to manually count those. A lot of people are using
• 20:13
  Speaker 2: automated counters in their pharmacies now. So that helps alleviate
• 20:17
  Speaker 2: bottlenecks during that fulfillment process. But what we're doing a
• 20:20
  Speaker 2: little bit differently is our product is integrated in a
• 20:23
  Speaker 2: way that allows for you to step up from that
• 20:26
  Speaker 2: pill count into digitization of the prescription. That's where our
• 20:32
  Speaker 2: products really start touching the, I can think of it,
• 20:36
  Speaker 2: revolutionizing the workflow to allow for a shifting of the
• 20:41
  Speaker 2: labor model in the pharmacy. So we know that fulfillment
• 20:44
  Speaker 2: is not our primary profit-driving purpose in a pharmacy anymore.
• 20:50
  Speaker 2: As you said, there's a lot of changes. Reimbursements are
• 20:53
  Speaker 2: very different. And we know that pharmacies can't survive now
• 20:57
  Speaker 2: just filling prescriptions. And that's still a need that the
• 21:00
  Speaker 2: community absolutely has. But clinical services are now really the
• 21:06
  Speaker 2: focus of a pharmacy and having those pharmacists practice at
• 21:09
  Speaker 2: the top of their license. And our product will allow
• 21:12
  Speaker 2: them to do that by digitizing that prescription fill with
• 21:15
  Speaker 2: our virtual verification to present that digitized fill, or as
• 21:19
  Speaker 2: we like to think of, the digital basket, and let
• 21:22
  Speaker 2: that pharmacist really... keep all of their focus on one platform,
• 21:27
  Speaker 2: no context switching, optimizes no touching of the baskets, no
• 21:31
  Speaker 2: opening those bottles that cumbersome manual process, and lets them
• 21:36
  Speaker 2: review all of it through a digital review on the computer.
• 21:40
  Speaker 5: I want to hear more about the accuracy because I
• 21:42
  Speaker 5: was hearing from one of your colleagues about multiple tablets
• 21:48
  Speaker 5: or pills being placed on the counter and it being
• 21:51
  Speaker 5: able to discern and make, you know, accurate readings.
• 21:57
  Speaker 3: And so talk to us about that.
• 21:59
  Speaker 9: Yeah.
• 22:00
  Speaker 2: So the Pill Count product has a feature within it
• 22:02
  Speaker 2: that is called Pill ID. Pill ID is a very cool,
• 22:07
  Speaker 2: we like to think quadrangulation. That's not a word. I
• 22:10
  Speaker 2: don't know if it's a word. We decided we're calling
• 22:12
  Speaker 2: it quadrangulation. But we take four attributes from those items
• 22:16
  Speaker 2: on the tray. So size, size. shape, color, and size.
• 22:21
  Speaker 2: And we are able to look and assess that tray
• 22:23
  Speaker 2: to see if it is the correct item that is
• 22:26
  Speaker 2: supposed to be on the tray. And then we can
• 22:28
  Speaker 2: determine if there are broken tablets or incorrect tablets on
• 22:32
  Speaker 2: the tray. And that is 99.9% accurate at being able
• 22:38
  Speaker 2: to accurately assess the tray contents for a prescription fill
• 22:42
  Speaker 2: because of a deep integration with MediSpan as well as
• 22:45
  Speaker 2: that training that we've been doing. And that's been trained
• 22:48
  Speaker 2: on over 50 million prescriptions.
• 22:51
  Speaker 10: Jeez.
• 22:52
  Speaker 5: All right, and then in the workflow and how this
• 22:55
  Speaker 5: is rolling out, who is the education factor to marrying
• 23:04
  Speaker 5: the counting technology to workflow? Is it the master tech?
• 23:08
  Speaker 5: Is it someone who specializes in workflow? Are they coming
• 23:11
  Speaker 5: back to the outcomes team and saying, hey, help me
• 23:13
  Speaker 5: put this into my workflow to implement it?
• 23:15
  Speaker 3: How does that usually work?
• 23:17
  Speaker 2: Yeah, so that's going to really be dependent on what
• 23:21
  Speaker 2: different tools you use, right? I like to think that
• 23:24
  Speaker 2: we offer a full service. It's kind of like consulting, right,
• 23:29
  Speaker 2: when you get a new product. So we like to,
• 23:31
  Speaker 2: if you're with one of our products, RX30, ComputerRX, then
• 23:35
  Speaker 2: it makes it a lot easier because the implementation specialists
• 23:38
  Speaker 2: are going to be able to make those decisions with
• 23:41
  Speaker 2: you on site when you're getting trained. But additionally, we
• 23:45
  Speaker 2: kind of look at every pharmacy as a, it's like
• 23:47
  Speaker 2: an interesting puzzle, right? And so we work with those owners.
• 23:51
  Speaker 2: Sometimes that's my team. Sometimes that's our implementation team to
• 23:55
  Speaker 2: work with them and say, how do you do things now?
• 23:58
  Speaker 2: Can we minimize the disruption while giving you these efficiencies?
• 24:03
  Speaker 2: But also, are you doing it as efficient as you
• 24:06
  Speaker 2: could be doing it? Is there changes that we can
• 24:08
  Speaker 2: make to increase efficiency that is, sure, with the technology,
• 24:12
  Speaker 2: but also maybe just operationally? And so we like to
• 24:15
  Speaker 2: provide those services when we do go in and implement
• 24:18
  Speaker 2: these products.
• 24:19
  Speaker 5: Nick, this has been good because it gives us more
• 24:23
  Speaker 5: content and understanding of being able to piece together the
• 24:27
  Speaker 5: right technology for a pharmacy, a pharmacy operator that's listening
• 24:31
  Speaker 5: in and saying, hey, this is something that I'm absolutely
• 24:35
  Speaker 5: interested in looking more into. I'm going to put in
• 24:40
  Speaker 5: the show notes your name so that we can remember
• 24:44
  Speaker 5: who to reach out to at the outcomes team. But
• 24:47
  Speaker 5: very much appreciate you being on the show and being
• 24:50
  Speaker 5: part of the ThoughtSpot 2026 coverage.
• 24:53
  Speaker 9: Thank you.
• 24:54
  Speaker 2: Yeah, thank you so much.
• 25:00
  Speaker 5: Steve Dolan, Stephen Dolan, actually, Monroe Pharmacy from Toledo, Ohio,
• 25:05
  Speaker 5: here with me at the Outcomes booth at ThoughtSpot 2026.
• 25:09
  Speaker 3: It's good to be.
• 25:11
  Speaker 7: Here with you. Thank you. Glad to be here with you.
• 25:13
  Speaker 3: First podcast, Stephen.
• 25:14
  Speaker 5: You had to make it the pharmacy podcast, the best
• 25:16
  Speaker 5: one out there.
• 25:17
  Speaker 7: Absolutely.
• 25:19
  Speaker 10: All right.
• 25:19
  Speaker 3: Talk to me. Give our listeners an.
• 25:21
  Speaker 5: Update about your operation, your pharmacy. Talk to us about
• 25:26
  Speaker 5: the mix of services that you're providing to the community.
• 25:30
  Speaker 5: And then I have some more questions.
• 25:33
  Speaker 7: We're all about customer care.
• 25:35
  Speaker 11: We've been there 76 years now. My father bought it
• 25:39
  Speaker 11: in 1960. It was 10 years old. It's all about
• 25:43
  Speaker 11: patient care, being there for people.
• 25:46
  Speaker 5: And you're doing, obviously, community retail. Are you doing any
• 25:51
  Speaker 5: long-term care, assisted living, or maybe non-sterile compounding?
• 25:57
  Speaker 11: We're doing no compounding, but we are small assisted living,
• 26:01
  Speaker 11: individual care at.
• 26:05
  Speaker 5: Home.
• 26:05
  Speaker 7: It's all good.
• 26:08
  Speaker 5: Where's the expansion of independent community pharmacy coming from? Do
• 26:11
  Speaker 5: you see it morphing from, you said you've been around.
• 26:15
  Speaker 3: For over 70 years.
• 26:18
  Speaker 5: Clients, customers that are, let's say, started with you 30
• 26:23
  Speaker 5: years ago, maybe they're not able to get out of
• 26:26
  Speaker 5: their homes. Is there an element of delivery? Is there
• 26:29
  Speaker 5: an element of expansion to be able to not lose
• 26:32
  Speaker 5: the customer, to follow them into their home? Talk to
• 26:35
  Speaker 5: us about some of that other strategy.
• 26:36
  Speaker 11: We provide free delivery, whatever the patient needs, compliance packaging,
• 26:45
  Speaker 11: free delivery.
• 26:47
  Speaker 7: Sink medications.
• 26:49
  Speaker 11: Try to be there for whatever the purpose is, whatever
• 26:52
  Speaker 11: they need.
• 26:55
  Speaker 5: The world of immunizations and being able to teach your
• 27:00
  Speaker 5: community that you're doing more than.
• 27:03
  Speaker 5: Just dispensing, you might be providing other service. What other
• 27:07
  Speaker 5: services are interesting to your community?
• 27:11
  Speaker 11: Very much expanding in the immunization department. We partnered up
• 27:15
  Speaker 11: with Nimble about a year and a half ago. They
• 27:19
  Speaker 11: have a program where they send reminders for people to.
• 27:21
  Speaker 7: Get their vaccines.
• 27:22
  Speaker 3: Nice.
• 27:23
  Speaker 7: That increased us. We do go.
• 27:26
  Speaker 11: We call a bunch of businesses in the area, and
• 27:28
  Speaker 11: we'll go probably.
• 27:32
  Speaker 11: I'm guessing 1,200 vaccines last year.
• 27:34
  Speaker 3: Holy cow.
• 27:36
  Speaker 7: There might be... We might go.
• 27:38
  Speaker 11: We'll go out if they got five employees that want vaccines.
• 27:42
  Speaker 11: And we've gone some places that have been 150. You know,
• 27:46
  Speaker 11: we might have to make two trips to hit both shifts.
• 27:49
  Speaker 9: Right.
• 27:49
  Speaker 7: But I don't like to use the word no.
• 27:51
  Speaker 9: Yeah.
• 27:52
  Speaker 5: And serve your clients so that they're not going somewhere
• 27:55
  Speaker 5: else to get it. And then that really leaves a...
• 27:59
  Speaker 5: the reputation of what your business is. It's more about
• 28:03
  Speaker 5: just being a pharmacy. You're part of that community. You're
• 28:06
  Speaker 5: caring enough to show up at their work. doing immunization,
• 28:10
  Speaker 5: I think that that service is, I think it's huge.
• 28:13
  Speaker 7: We are.
• 28:14
  Speaker 5: Busy people that don't have time to, you know, they're home,
• 28:17
  Speaker 5: they're getting home from work. It's like, oh, I got
• 28:20
  Speaker 5: to schedule my immunization to go to the pharmacy to
• 28:22
  Speaker 5: get it done.
• 28:24
  Speaker 3: You're coming to them.
• 28:25
  Speaker 11: That, and we generally don't schedule. We usually take walk-ins.
• 28:30
  Speaker 11: We try to greet people in the aisles when we
• 28:31
  Speaker 11: have the time.
• 28:35
  Speaker 7: It's old school.
• 28:36
  Speaker 11: You take the product off the shelf that's right for
• 28:38
  Speaker 11: that patient that you recommend, and you put it in
• 28:40
  Speaker 11: the customer's hand. They buy it. They don't put it
• 28:43
  Speaker 11: back on the shelf. If you point to it and
• 28:45
  Speaker 11: tell them this is what you need, it's not the same.
• 28:49
  Speaker 3: That recommendation goes far.
• 28:51
  Speaker 11: And we don't have an IVR system for our phones.
• 28:54
  Speaker 7: We answer the phone. That's important. I think IVRs.
• 28:59
  Speaker 11: Are overused, and they're programmed to prevent you from getting
• 29:04
  Speaker 11: a human. So we much prefer the human contact.
• 29:09
  Speaker 3: This is interesting.
• 29:10
  Speaker 5: I also want to know what other services. Are there
• 29:13
  Speaker 5: any clinical services you're looking into? Is there birth control?
• 29:18
  Speaker 5: Is there other services that you've looked at to try
• 29:21
  Speaker 5: to round out.
• 29:22
  Speaker 3: What you're doing?
• 29:22
  Speaker 7: Part of what I'm doing here, but not a lot
• 29:24
  Speaker 7: at the moment.
• 29:24
  Speaker 9: Okay.
• 29:26
  Speaker 7: The over-the-counter birth control is not very popular.
• 29:28
  Speaker 3: Okay.
• 29:29
  Speaker 11: Most people, young people get on insurance of some sort.
• 29:35
  Speaker 7: Usually it's no co-pay, so we don't sell a lot
• 29:37
  Speaker 7: of that.
• 29:39
  Speaker 3: Well, I appreciate you being here on the show.
• 29:41
  Speaker 5: I love talking to pharmacy owners and getting new ideas
• 29:44
  Speaker 5: about the innovation of the industry, so I appreciate you
• 29:47
  Speaker 5: being here.
• 29:48
  Speaker 7: All right, Todd. Thank you very much. I appreciate you
• 29:50
  Speaker 7: having me.
• 29:50
  Speaker 3: Thank you.
• 29:51
  Speaker 9: Hi, this is Dahlia Rios with Outcomes, and you're listening
• 29:58
  Speaker 9: to the Pharmacy Podcast.
• 30:03
  Speaker 5: Dahlia, a fellow podcaster. I know you don't want to
• 30:07
  Speaker 5: admit it, but you are a fellow podcaster, aren't you?
• 30:09
  Speaker 3: I don't want to admit it. I plead the fifth.
• 30:14
  Speaker 3: You plead the fifth.
• 30:15
  Speaker 5: You do some content development around RX30 and really helping
• 30:19
  Speaker 5: people maximize the extraction of that. I want to shift
• 30:23
  Speaker 5: gears though and talk about what's happening in pharmacy. We're
• 30:26
  Speaker 5: moving from strictly dispensing to a lot more hands-on, a
• 30:31
  Speaker 5: lot more clinical services. What's your experience been seeing the
• 30:35
  Speaker 5: blossoming of our independent community pharmacies into those roles?
• 30:39
  Speaker 10: Wow.
• 30:40
  Speaker 9: So this is a huge shift, right? Rx30 has evolved
• 30:46
  Speaker 9: tremendously with the new cloud-based system. I mean, we are
• 30:53
  Speaker 9: getting a lot of feedback, and people are loving it, right?
• 30:58
  Speaker 9: Because they are innovating. They love innovation, and so.
• 31:07
  Speaker 9: Yeah.
• 31:07
  Speaker 3: A lot of great feedback.
• 31:08
  Speaker 5: I think the guidance that you're providing to your clients
• 31:12
  Speaker 5: and understanding how to maximize the programs now fold into
• 31:16
  Speaker 5: an ability to go to patients and say, you have diabetes,
• 31:20
  Speaker 5: you have hypertension, you want to be healthier. Systems of
• 31:26
  Speaker 5: the past. Think about RX30 20 years ago. It didn't
• 31:31
  Speaker 5: have those capabilities of tracking treatments. Now it's like we
• 31:35
  Speaker 5: have this ability to track other things other than just
• 31:38
  Speaker 5: the medication, and that's the holistic aspect of healthcare. That's
• 31:43
  Speaker 5: the holistic aspect of.
• 31:44
  Speaker 3: People in pharmacy.
• 31:46
  Speaker 5: So what are you most excited about when you think
• 31:49
  Speaker 5: of the technology fusing with the future of pharmacy?
• 31:54
  Speaker 9: I am super excited about technology. I mean, that's definitely
• 31:58
  Speaker 9: the in thing, right? AI, machine learning, innovation, integration, and
• 32:03
  Speaker 9: that's the future. Let the machine do what it's supposed
• 32:08
  Speaker 9: to do, what it's.
• 32:09
  Speaker 3: Meant to be.
• 32:10
  Speaker 9: And where our clients, our pharmacies, have more time to
• 32:16
  Speaker 9: engage with their patients and patient care and clinicals and
• 32:20
  Speaker 9: I mean that's that's.
• 32:22
  Speaker 5: The goal it is having the ability to keep our
• 32:27
  Speaker 5: independent community pharmacies profitable using tools that are set up
• 32:31
  Speaker 5: to do exactly that through reporting catching things they may
• 32:34
  Speaker 5: have missed and then teaching them how to use that
• 32:37
  Speaker 5: over and over and over again It's all about repetition.
• 32:40
  Speaker 5: I think of the services that you provide and the
• 32:42
  Speaker 5: teaching that you provide out on the YouTube channel about
• 32:46
  Speaker 5: how to do things.
• 32:47
  Speaker 3: It seems minuscule. It seems repetitive.
• 32:50
  Speaker 5: But just like going to the gym, if you exercise
• 32:53
  Speaker 5: over and over again, that's how you get muscle tone.
• 32:56
  Speaker 3: And I think of muscle tone in our businesses, too.
• 32:58
  Speaker 9: Yeah, that's a great analogy.
• 33:00
  Speaker 3: I like that.
• 33:01
  Speaker 2: We have a lot of tools that our.
• 33:04
  Speaker 9: Clients, our pharmacies can use, like you mentioned reporting, like
• 33:08
  Speaker 9: the automated data entry. I mean, again, it's going to
• 33:12
  Speaker 9: free up their staff time. We don't want them to
• 33:16
  Speaker 9: get rid of their staff. We want them to... be
• 33:20
  Speaker 9: freed up to do what they should be doing, right?
• 33:23
  Speaker 2: Patient care.
• 33:24
  Speaker 3: That's important.
• 33:25
  Speaker 9: Patient care.
• 33:25
  Speaker 3: Absolutely.
• 33:26
  Speaker 5: Hey, learn more by going to outcomes.com. Reach out to
• 33:31
  Speaker 5: the team. They'll explain much.
• 33:33
  Speaker 3: More of the systems that are out there for you.
• 33:35
  Speaker 5: Dahlia, thank you for being part of the ThoughtSpot 2026 coverage.
• 33:39
  Speaker 9: My pleasure. Thank you so much, Todd.
• 33:46
  Speaker 5: Thought spot 2026, Christian Hample.
• 33:50
  Speaker 3: What's the name of your pharmacy?
• 33:52
  Speaker 7: Family Prescription Counter.
• 33:53
  Speaker 3: And you're out of Pennsylvania, right?
• 33:55
  Speaker 7: Northeast, Wilkes-Barre, Scranton area.
• 33:56
  Speaker 3: What's the name of the city, though?
• 33:58
  Speaker 12: Duryea.
• 33:59
  Speaker 3: Duryea.
• 34:00
  Speaker 7: Do you know what?
• 34:00
  Speaker 5: I've been a resident of Pennsylvania since 1972, was born
• 34:05
  Speaker 5: in Butler, Pennsylvania.
• 34:06
  Speaker 3: I've never heard of Duryea.
• 34:08
  Speaker 12: We're between Pittston and Old Forge, the pizza capital of
• 34:11
  Speaker 12: the world.
• 34:12
  Speaker 7: Really?
• 34:12
  Speaker 12: Really.
• 34:13
  Speaker 3: Pizza capital of the world. We're going to have to
• 34:15
  Speaker 3: do a podcast on pizza. I love pizza.
• 34:17
  Speaker 9: Oh, bye.
• 34:18
  Speaker 3: Thank you.
• 34:19
  Speaker 5: Hey, I used to sell pharmacy management technology. That's how
• 34:24
  Speaker 5: I entered pharmacy way back in 2004. And the relationships
• 34:28
  Speaker 5: that we built with our customers was so important. There
• 34:32
  Speaker 5: were good times. There were struggles. There were bad times.
• 34:35
  Speaker 5: There was frustration. It's when we stayed in the boat
• 34:39
  Speaker 5: with them in order to see them through. in order
• 34:42
  Speaker 5: to really drill down on the issue and come up
• 34:46
  Speaker 5: with answers. No system out there in all things pharmacy
• 34:50
  Speaker 5: management systems is perfect, but it's the ones that when
• 34:52
  Speaker 5: they stay in the boat with you to get things solved,
• 34:55
  Speaker 5: you have a really special story I want you to
• 34:57
  Speaker 5: share with the owners or the other owners and the
• 35:00
  Speaker 5: other pharmacists out there listening. Your experience with outcomes and
• 35:05
  Speaker 5: the team and RX30, tell us about the story about
• 35:08
  Speaker 5: what you went through.
• 35:10
  Speaker 7: It hadn't been great in the past.
• 35:12
  Speaker 12: I know you guys have been working pretty diligently on
• 35:15
  Speaker 12: trying to repair that. The last several months, five, six months,
• 35:20
  Speaker 12: it's been a lot better. Customer service has been a
• 35:23
  Speaker 12: lot easier to get in touch with. Fourth of July weekend,
• 35:27
  Speaker 12: I was away. My pharmacist had, we experienced some power outages.
• 35:34
  Speaker 12: and our server had an issue of some sort, so
• 35:37
  Speaker 12: we weren't able to fill any prescriptions. We were closed.
• 35:41
  Speaker 12: Sunday and Monday the 4th. I was contemplating having to
• 35:46
  Speaker 12: come home early to be there Tuesday morning when we
• 35:49
  Speaker 12: opened back up and put some fires out. My pharmacist
• 35:53
  Speaker 12: was able to get in touch with somebody from RX30
• 35:57
  Speaker 12: on either a Sunday morning or on the actual 4th
• 36:00
  Speaker 12: of July at 9 o'clock in the morning in an hour.
• 36:03
  Speaker 3: You guys had the problem fixed for us.
• 36:06
  Speaker 7: We were ready to go.
• 36:08
  Speaker 12: You know, I was worried about being closed for a day,
• 36:11
  Speaker 12: the hecticness of being reopening after a holiday. And you
• 36:15
  Speaker 12: guys were able to get that taken care of when
• 36:18
  Speaker 12: I didn't think you'd be able to, to be perfectly
• 36:21
  Speaker 12: honest with you.
• 36:21
  Speaker 7: So very appreciative of that.
• 36:24
  Speaker 3: I'm being able to rely on a team.
• 36:25
  Speaker 5: Like I said, there's going to be issues.
• 36:28
  Speaker 3: There's going to be glitches.
• 36:29
  Speaker 5: But being able to have a customer success manager look
• 36:33
  Speaker 5: out for the system that you're on, the specificity of
• 36:37
  Speaker 5: what you're going through, how does that impact profitability?
• 36:41
  Speaker 12: It allows us to keep filling prescriptions. You know, when
• 36:44
  Speaker 12: we're down, we can't do anything. So the ability for
• 36:48
  Speaker 12: you guys to get us back up and running in
• 36:50
  Speaker 12: that circumstance was huge for us. You know, downtime means
• 36:55
  Speaker 12: we're not filling prescriptions, which means we're not making money.
• 36:57
  Speaker 3: All right.
• 36:59
  Speaker 5: So dispensing is one thing. Being able to generate that
• 37:01
  Speaker 5: revenue is something. What's happening in your world and communicating
• 37:06
  Speaker 5: to your community about other services that they can get
• 37:10
  Speaker 5: in managing their health at your pharmacy?
• 37:12
  Speaker 3: Is there anything else? Are you doing testing? Are you doing,
• 37:15
  Speaker 3: you know, there's even contraception.
• 37:17
  Speaker 5: There's like a whole world of like evolution of independent
• 37:19
  Speaker 5: community pharmacies.
• 37:20
  Speaker 12: Well, being down here gives you a lot of different ideas.
• 37:23
  Speaker 12: I'd like to get back into some medical billing and,
• 37:25
  Speaker 12: you know, explore.
• 37:26
  Speaker 7: Some options there.
• 37:27
  Speaker 9: Yeah.
• 37:29
  Speaker 12: I know just you guys are rolling out some two-way
• 37:31
  Speaker 12: communication with our patients. I think some two-way texting is
• 37:35
  Speaker 12: coming out. You guys are developing that. So, again, just
• 37:38
  Speaker 12: being there for our patients, being able to respond in
• 37:41
  Speaker 12: a timely manner to their questions.
• 37:44
  Speaker 7: You guys are helping us out with that.
• 37:45
  Speaker 5: Isn't it interesting that the relationship that you have with
• 37:49
  Speaker 5: your patients is similar to the relationship that you have
• 37:52
  Speaker 5: with RX-30 in that you're caring for your patients and
• 37:57
  Speaker 5: your relationship with your patients So that you're digging down
• 38:01
  Speaker 5: into whatever diagnosis they're dealing with, and then you're helping
• 38:04
  Speaker 5: with fulfillment. And then RX30 is turning around and really
• 38:07
  Speaker 5: paying attention to you almost as their patient, as their client.
• 38:10
  Speaker 5: And I think there's a similarity between those two things.
• 38:13
  Speaker 6: Right.
• 38:13
  Speaker 12: As you help us function better, we're able to care
• 38:16
  Speaker 12: for our patients better.
• 38:16
  Speaker 7: 100% agree with that.
• 38:18
  Speaker 5: Christian, thanks for being on the ThoughtSpot 2026 show.
• 38:21
  Speaker 7: Absolutely. Thank you.
• 38:25
  Speaker 11: Thank you.