U.S. drugstore chain accused of overworking pharmacists
Pharmacists lead healthcare professionals in reports of burnout, according to stateside data (1,250 words, 6 minutes)
—by Charles Lechat, NPC Healthbiz Weekly U.S. correspondent
In a detailed investigation by the business publication Barron’s, a CVS pharmacy in Virginia Beach, Va., has become the focal point of a broader crisis facing U.S. drugstores, highlighting the severe impact of corporate practices on pharmacy staff and patient safety.
Victoria Ward, a former pharmacist at the store, resigned in early 2020, citing “dangerous working conditions due to corporate greed” in a note that prompted a state investigation. This investigation revealed a 37% error rate in 200 prescriptions, with some errors potentially harmful to patients. The Virginia Beach CVS, part of the nation’s largest pharmacy chain by revenue, was fined US$346,250 by Virginia’s pharmacy board in March 2022 and placed on indefinite probation, subject to unannounced inspections and quarterly reports on staffing and prescription volumes.
The case sheds light on the challenges faced by pharmacy staff, including inadequate staffing, increased prescription volumes without corresponding increases in technician hours, and pressure to meet corporate metrics. In 2019, Ward’s team filled 11,000 more prescriptions with 1,500 fewer technician hours than the previous year, leading to significant stress and errors. Despite CVS’s claims of commitment to safety and appropriate staffing levels, employees and state officials have raised concerns about the real-world implications of the company’s policies.
This situation is not isolated to CVS or Virginia Beach but reflects a nationwide issue within the pharmacy industry. Pharmacists nationwide have reported low staffing levels, gruelling working conditions, and a high incidence of burnout. Nearly two-thirds of pharmacy professionals reported suffering from burnout in 2022, with 73% reporting emotional problems. The industry faces challenges from shrinking drug reimbursements and the rising power of pharmacy benefit managers, which have eroded profit margins and contributed to the closure of 900 CVS stores as part of a three-year plan announced in 2021.
With its significant fine and the spotlight on staffing and safety issues, the Virginia Beach case may prompt further scrutiny and regulatory changes aimed at improving conditions in pharmacies and ensuring patient safety. CVS has appealed the board’s order. Still, the case has already contributed to new staffing regulations in Virginia designed to prevent fatigue and distraction among pharmacy staff.
THIS WEEK 02/13/24
The U.S. FDA approved FDA Takeda’s budesonide oral suspension (Eohilia) for the treatment of Eosinophilic Esophagitis in patients 11 years and older.
AbbVie’s foslevodopa/foscarbidopa solution (Vyalev) is now available for the treatment of advanced Parkinson’s disease in Canada.
Health Canada approved Merck’s pembrolizumab (Keytruda) in combination with chemotherapy for the treatment of adult patients with locally advanced unresectable or metastatic HER2 positive gastric or gastroesophageal junction adenocarcinoma whose tumours express PD-L1.
Biocon Biologics announced a five-year partnership with Sandoz, providing Sandoz the exclusive rights to promote, sell and distribute biosimilars Trastuzumab (Ogivri) and Bevacizumab (Abevmy) in Australia. Both biosimilars are used for the treatment of various cancers.
LISTEN UP
In season 12 of the NPC Podcast, Aldona Armstrong, Commercial Solutions Lead, Immunology at UCB, gives insights into patient advocacy initiatives, working with key opinion leaders, and ways to implement specialty marketing approaches. Hear her in conversation with podcast hosts Mitch Shannon, Jim Shea and Mark McElwain.
CANADIAN HEALTHCARE MARKETING HALL OF FAME
The Canadian Healthcare Marketing Hall of Fame awards were established in 2002 to honour healthcare marketers who have contributed to our vocation and inspire others.
More than 100 honourees have been selected during the past 21 years. In the selection committee’s view, they represent a cross-section of the qualities that make our business unique and fulfilling. NPC Healthbiz Weekly will acknowledge the 2023 Hall of Fame Honorees over the next few weeks. Nominate a colleague for the 2024 Canadian Healthcare Marketing Hall of Fame here.
2023 Inductee
Michel Lavoie
General Manager
Dermtek Pharma Inc.
Pointe-Claire, QC.
Michel Lavoie has been President of Dermtek Pharma since 2017, stepping into the role held by his father, the late Robert “Bob” Lavoie. However, he has been part of the family pharma business from his earliest years, when he assisted his mother in packing product samples in the family garage. “I was already on the road at the age of 13 with the event marketing and promotions team with Ombrelle [a sunscreen developed by Dermtek, later sold to L’Oréal],” says Lavoie. “That was a blast and a great job for a young teenager travelling across the country to different sporting events.”
Later on, Lavoie worked for Dermtek as an in-store merchandiser, then came retail sales, and he eventually graduated as a medical sales representative covering eastern Canada. At that point, Robert Lavoie asked if Michel—who had no children then—would be interested in covering the whole country like Bob did in his younger years.
“I did that for 13 years, and it was an amazing time,” he says. “I was able to meet doctors that I had met at Canadian Dermatology Association meetings, and I had played with their kids. And now they saw me coming in and talking shop about our products, years later. It was a nice feeling. I also made new connections with young residents who were my age at the time; it’s remarkable to see how far they have come and the incredible work they have done.”
Throughout his career, Lavoie says he’s appreciated the friendship and guidance of several mentor figures. “Learning and working with my father was an incredible experience. He taught me so much, and we enjoyed working together. I’m forever grateful for his teachings and guidance.” Among those other mentors was the late dermatologist Dr. Stuart Maddin of Vancouver, who had also been a good friend of Bob.
One of Dermtek’s achievements that Lavoie is most proud of is the formulation and revival of therapies discontinued by larger companies. These corporate decisions often left patients scrambling for alternatives. “And in many cases, there were no alternatives,” he says. “We could reformulate, improve things, and then relaunch products.”
Lavoie says the best advice he received from his father is that the patient must always be the priority—listening to the patient’s and physicians’ needs and working to find therapies that address those needs.
Please participate in our survey on access to drugs for Canadians and the impact of U.S. politics
We invite you to participate in our survey on the affordability of medications in Canada and the potential implications of U.S. political developments on Canadian access to vital medicines. The data collected through this form will be kept confidential and anonymized. Your insights will be pivotal in shaping the narrative around these critical issues.
The data collected from the survey will be included in a comprehensive research report released by the NPC. To express our gratitude, participants will receive exclusive early access to the research report one week before the webinar—an opportunity to stay ahead of the curve. A panel of industry experts will also discuss the survey results during the upcoming NPC Winter Webinar. This provides a unique opportunity for your insights to reach a broader audience and contribute to the ongoing dialogue within the field.
We understand the demands on your time and genuinely appreciate your commitment to advancing discussion and helping to determine policy recommendations. To show appreciation for contributing your time and thoughts, the National Pharmaceutical Congress organizers will donate to Sandi’s Fund for Camp Liberté for every survey completed. Thank you for your time, expertise, and dedication to advancing the industry.
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