Last week, ARTARx Pharmacy clients received an email outlining a new delivery policy that will be rolled out over the next several months. We want to reassure you that delivery service will not be ending, however, the process by which deliveries are approved is being updated to comply with new provincial regulations.
This update will require slight changes in procedure on both the pharmacist and client side, but we are committed to doing our best to streamline the transition and ensure a balance between client needs and provincial requirements.
General Questions
What do the new regulations mean for delivery services?
According to the new policy, delivery services, where desired by the pharmacy client, must be offered as a supplement to in-person care rather than as a replacement. For those who are unable to travel due to issues related to mobility, transportation access, extreme weather, illness, or another specific situation, delivery as a primary aspect of care may be determined to be suitable.
What is considered in-person care?
In-person care can include regular medication pickup, counselling, immunization, travel consultation, medication care plan, or accessing other pharmacy programs and services. This means that you may be eligible for delivery as a supplement to in-person care that you are already be receiving. In these cases, nothing will change for you.
Regular in-person care must be documented by the pharmacy team to support the opportunity to provide delivery services. If it has been a long period since the last time you received in-person care, the pharmacy team will document and develop a plan for the next opportunity to complete an in-person assessment.
What if I am unable to facilitate in-person care?
ARTARx’s implementation of these new delivery standards are non-negotiable in order to maintain a pharmacy licence. We are dedicated to a balanced approach with implementing these new standards, working with each client to ensure they get the level of care they require, both now and further along in your health journey.
Are all pharmacies governed by this same delivery model, or only smaller pharmacies like ARTARx?
The Standards for Virtual Care apply to all community pharmacies in Alberta equally. This new direction toward emphasizing in-person care is something that all community pharmacies in the province will be expected to adopt going forward.
ARTA Coverage
Can I change my benefit plan if this new policy no longer meets my needs?
After meeting with the pharmacy team, if you determine that the new delivery model no longer meets your needs, we can refer you to the ARTA Member Services team to discuss other plan options that will enable you to use a pharmacy closer to your home.
One of the key benefits of ARTARx being owned by ARTA is that the revenue generated by the pharmacy goes back into the plan, enabling the association to keep premium levels lower for plan members. The economic reality of members moving away from the pharmacy is expensive plan premiums. By continuing to use the ARTARx pharmacy, with or without delivery, you are helping to keep your plan affordable and sustainable now and in the future.
If I fill my prescriptions from a pharmacy other than ARTARx, my coverage levels will change - is that correct?
ARTA members who use Complete Health or Health Wise Rx receive 100% coverage on chronic condition medications when dispensed through the ARTARx pharmacy and 50% coverage on chronic condition medications that are dispensed through other pharmacies.
Acute condition medications receive 80% coverage no matter where they are dispensed.
What if I am unable to visit the pharmacy in person and urgently need a medication refill?
If you need an acute care medication filled, you can visit your local pharmacy and have your prescription filled at 80% coverage. If that drug is listed on the Alberta Drug Benefit list and you are on the Alberta Coverage for Seniors Plan, that drug will be covered at 100%.
Virtual Care
If there is virtual care possible, why is an initial face-to-face consultation with my ARTARx pharmacist required?
The current regulations dictated by the Alberta College of Pharmacy indicate in-person regular meetings are required. It is possible these regulations could change in the future to take into account other preferences that are more convenient for people to meet with their pharmacist, such as via virtual or telephone technology.
Some pharmacies operate entirely virtually. Will the in-person meeting requirement from the Alberta College of Pharmacy impact them as well?
Under current regulations, pharmacies that operate virtually while based in Alberta are only permitted to serve patients from other provinces where such virtual services are allowed; if they serve clients within Alberta, they are also affected by these provisions. Since these virtual pharmacies are only permitted to accept clients outside of Alberta, their pharmacists do not have direct access to your health records.
What about seniors living in care or who have difficulties making face-to-face pharmacy appointments? Will prescription delivery still be an option?
To comply with the updated policy from the Alberta College of Pharmacy, ARTARx is now required to determine delivery suitability on a case-by-case basis during consultations with pharmacy clients. If pharmacy clients are unable to visit the pharmacy in person due to issues related to mobility, transportation access, weather, illness, or another specific situation, delivery may be determined to be a suitable aspect of care.
If pharmacy clients do not have challenges in visiting the pharmacy in person, delivery still may be suitable as a supplement to in-person care. Your pharmacist will work with you to determine which mixture of in-person and remote care best suits your health needs.
If I’m unable to schedule a consultation before my next delivery is needed, will you still deliver my medication in the interim?
Pharmacy staff will work with clients to slowly transition them to this new system. Delivery will continue until an in-person consultation can be scheduled.
Cost
Is there a cost associated with in-person consultations at the pharmacy?
No, there is no cost associated with in-person visits to the ARTARx pharmacy.
Will there be an option to pay for medication delivery in the future?
Delivery is a free service for pharmacy clients. Payment cannot be accepted as a means to increase frequency of remote services.
Do all ARTA members qualify for free medication delivery, or are there certain criteria that must be met?
Delivery services are free for all pharmacy clients. The only criteria is that delivery is used to supplement in-person meetings with your pharmacist.
In-Person Care
How can I schedule an in-person appointment at ARTARx?
In-person visits can be scheduled by phone, email, or via artarx.net.
Is there a waiting list to book an initial consultation at ARTARx?
There is no waiting list to book a consultation.
What does an in-person consultation consist of?
In-person consultations consist of short conversations where the pharmacist can determine your health needs. Depending on your health state, you can book either a 30- or 60-minute appointment, though clients with relatively stable health may not use all of this time.
Can I choose which ARTARx pharmacist I speak with when I book a consultation or receive in-person care?
Yes, if you have a preference to work with a specific member of our team, we are happy to accommodate a request to have them run your consultation personally.
If I’m already given a comprehensive care plan from my physician, why does my pharmacist also need to do this for me?
The Alberta College of Pharmacy has indicated that regular reviews must be held between a patient and their pharmacist. Pharmacist-provided care plans are different than those provided by your physician.
Physicians review your health state and provide information and advice on what you may do to improve your health. A review by a pharmacist will review your medications to ensure there are minimal negative drug interactions and ensure your medications are being adhered to regularly. While physicians may prescribe medications, they are not as well-versed on drug interactions as pharmacists.
How will I know if my in-person visits to the ARTARx pharmacy are meeting the standard expected? Will my pharmacist notify me that the visit frequency in not high enough?
The required frequency of in-person meetings will vary depending on each clients’ health state. If your pharmacist reviews your records and feels that you are overdue for an in-person meeting, they will contact you to arrange a convenient time for you to come in.
In light of the new delivery regulations, has ARTARx considered moving to a more accessible location?
There is no location that will be universally convenient for all ARTA members. However, our locations in Edmonton and Calgary have both been chosen with consideration to ease of access from major roadways. Delivery will remain available as a supplement for in-person visits to cut down on time spent travelling.
Will ARTARx introduce evening hours of operation to accommodate in-person care?
ARTARx has already increased its staff to help manage this new care system. We will continue to monitor the situation and client requests to ascertain if increased hours are of benefit to clients.