2015 CORPORATE CITIZENSHIP REPORT
Diplomat Corporate Citizenship Report 2015
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2 | Letter from the Editor
Letter from the CEO
3
Caregiver Culture
4
Acquisitions
14
The Diplomat Difference
18
Diplomat University
28
Internship
32
Fellowship
40
CSR
48
Closing Statement
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2015
Corporate Citizenship Report
Diplomat Corporate Citizenship Report 2015
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2 | Letter from the Editor
TO OUR TEAMMATES IN CARE: I am so proud to share with you some of what Diplomat has accomplished in the last year. As we celebrated our 40th year, 2015 gave us the opportunity to reflect on our history. Looking back has given us the chance to take a step back, enjoy our successes and make improvements so that we will continue to be well-positioned for the runway ahead. We are thankful for the ability to provide best-in-class care to our patients while helping to strengthen our community and provide educational opportunities to the next generation of world-changers. Diplomat spearheaded health initiatives like the CrimFit Adult Training Program, in which 406 participants throughout Flint’s economically challenged neighborhoods saw an average of 6.1 percent reduction in body fat. Many employees participated in the Commit to Fit challenge, which involved a friendly competition to keep physical activity top-of-mind. We began as a small pharmacy in Flint, Michigan. Since then, we have grown to include 19 locations in 13 states, but we have not forgotten our roots. As Flint continues its renaissance, Diplomat will support its resurgence as a cultural epicenter. Atwood Stadium, a local landmark with a rich history including a presidential speech by John F. Kennedy, had fallen into disrepair. We got involved and helped make the stadium a place where the local high school could hold football games. The result was incredible, and since its completion, other schools in the area have hosted games there as well. Further developing our fellowship program, which brought students from across the country to Flint, meant we could give youths real experience in entrepreneurship as they worked to solve crucial issues. Student projects aimed to reduce homelessness, barriers to higher education and physical inactivity. Through it all, our focus remained the same. When we founded Diplomat Pharmacy Inc., my dad said “take good care of patients and the rest falls into place.” At Diplomat, we blend clinical excellence with a personal touch—for happier lives and health that lasts. Every decision we make is done with patients in mind. I can’t wait to see what we can accomplish in the next year. Together in health,
Phil Hagerman, RPh CEO AND CHAIRMAN, DIPLOMAT
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CAREGIVER CULTURE Caring for employees and patients, together.
At the root of every patient call, every shipped medication, every denial we appeal are our patients. Caring for those patients’ needs are our employees. They are researchers, leaders, clinical technicians. But, above all, they are caregivers—all fueled by a passion for a superior standard of care, one patient at a time. Our employees are the face and heart of the company. That’s why Diplomat is dedicated to fostering a positive work environment, which includes health and wellness initiatives, employee recognition and a commitment to a culture of unity. Diplomat’s cultural
4 | Caregiver Culture
values are imparted through our internal education department, starting right at employee orientation, and maintained through everyday actions. “It’s hard for me to expect employees to take good care of patients if we’re not taking good care of our employees,” says Bob Fleckenstein, senior vice president of operations. One way we take good care of our employees is through wellness programs intended to promote health, from the inside out. Wellness is a company-wide priority. This includes everything from coordinating employee
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“THE LEADERSHIP TAKES CARE OF US, SO WE CAN TAKE CARE OF THE PATIENTS.” 6 | Caregiver Culture
flu shots, to weekly jeans days that support charities, to various lunch-andlearns.
become reality. It shows how important the health and wellness of the employees is to them.”
Current wellness classes include yoga, workout breaks, weight-loss programs and WERQ—a take on the ever-popular Zumba. Although it may be difficult to find time during the day for fitness classes, Diplomat encourages everyone to find ways large and small to stay active.
“The leadership takes care of us, so we can take care of the patients,” says Hollie Halberstadt-Greene, special operations order entry advisor.
“All activity counts,” says Jessica Cryderman, wellness coordinator. “It’s the little things that can make a huge impact on your overall health.” But being healthy is about more than just getting enough exercise every day. “The direction that I would like to take wellness in is to look at it as a whole,” Jessica says. One example of how Diplomat is already working toward this is the financial education classes available to employees. Health is more than eating right and moving more; it is about the whole person. And Diplomat cares about the whole health of their employees. “The leadership’s support makes a huge difference,” says Jessica. “I know that I can go to any one of their offices and talk about initiatives and how they can
Each month, an employee who exemplifies our values is recognized as a brand ambassador. They embody the humanity, heart and empowerment that inspires patients and coworkers alike. Winners are also highlighted at internal town hall meetings. Recognizing and rewarding excellence takes place yearround, as well, through employee appreciation lunches and internal celebrations that mark company successes. The commitment to care and teamwork is echoed by employees. “It’s passing along the happiness that we are given so we can give it to the patient. I come into this building every morning with a sense of pride, knowing that I’m going to make a difference in somebody’s life, whether it’s a patient or a co-worker,” says Hollie. “We believe so fiercely in each other that we want all of us to succeed and keep growing as a team together … It’s not just a job. We’re a family.”
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That sense of family may be best showcased when an employee faces an unexpected financial need. Co-workers rally to help, coordinating fundraisers to lessen the burden. “I participate in all the employee fundraisers,” says Dorrie Oliver, member benefits coordinator. “Not only do our co-workers go above and beyond for our patients, but whenever a co-worker here is in need of anything, we step up to the plate. Our team here has such giving hearts. “I’ve never had that experience before, and to me it’s just amazing how we pull together, to help one patient at a time and each other. It does begin at home with our own, and we have proven it time and time again.” Diplomat’s environment of learning and mentorship fosters personal and career growth. “Our leads are always happy to come over and help you,” says Ramona Meyer, a patient care coordinator. “It’s okay to be human here.” That philosophy extends to the care of patients, too. Diplomat understands that sometimes it takes a little longer to give the care required at the moment. That’s why there is no time limit on how long a patient care coordinator can speak with
8 | Caregiver Culture
a patient. Diplomat gives employees the freedom to offer the care patients need. “Even though there are millions of patients, when we get on the phone with them, you become their friend. You become their advocate. You become the person that they’re relying on,” says Teresa Jevicks, patient care coordinator. “Patients are sick. They’re sick 24 hours a day. And my take on this whole thing is: You know what? If I hear your dog barking, let me ask about your dog. If I hear your grandchild, let’s talk about your grandchild for a minute. Because to me, you’re more than a patient. You’re a person and you have a life outside of your illness.” Employees work together for a common goal: helping patients live their best lives. “We’re like one big support team for our patients here at Diplomat,” says Shayla Hamilton, call center lead. Whether behind the scenes, or on the phones with patients, the patient is at the center of everything we do. “We’ve got each other’s backs, we support each other,” says Tony Paris, who works in the special operations department. ”But we also work toward one goal, and that is to make sure that we are taking care of one another. We are taking care of our patients.”
“IT’S NOT JUST A JOB. WE’RE A FAMILY.”
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10 | Letter from the Editor
“I had a problem on a Sunday at about 10:00 at night. I had an issue, and I couldn’t figure out what the problem was … so I called Diplomat, and I got a pharmacist on the line … It eased my mind.”
JEWELLS | DIPLOMAT PATIENT
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“We have an amazing team of pharmacists who are at the ready to answer any questions or concerns that a patient may have. The opportunity to speak with a pharmacist is offered on every call.”
BRENDA | CALL CENTER MANAGER
12 | Letter from the Editor
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NEW ACQUISITIONS Expanding our reach for better patient care.
14 | Acquisitions
As Diplomat has grown, high-touch care remains central to our mission. At the close of 2015, Diplomat spanned the breadth of the United States, with 18 locations in 13 states and patients from Puerto Rico to Alaska.
As the nation’s largest independent specialty pharmacy, we are working to expand our reach to better meet the needs of the country’s sickest patients, patients who need high-touch care and unmatched clinical expertise.
Recent growth has come about, in part, through strategic acquisitions and new partnerships. In 2015 alone, we acquired both BioRx and Burman’s Specialty Pharmacy. In addition, we also purchased At Home IV Infusion Professional Inc. in Columbia, Maryland as a way to help solidify our presence in the mid-Atlantic.
Even as Diplomat grows, we’re not sacrificing quality for quantity. Forty years ago, Diplomat co-founder Dale Hagerman opened his pharmacy doors with the guiding philosophy, “Take good care patients, and the rest falls into place.”
Corporate Office + National Distribution Center Diplomat Locations EnvoyHealth®
MICHIGAN | ARIZONA | CALIFORNIA | CONNECTICUT | FLORIDA | ILLINOIS | IOWA MINNESOTA | MARYLAND | MASSACHUSETTS | NORTH CAROLINA | OHIO | PENNSYLVANIA
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That’s still how we do business today. This is our daily motivation and our compass for the future. In everything we do, the patient is our top priority.
BioRx. “Diplomat shares this focus and continues to represent the right partner, at the right time, for us to continue our mission into the future.”
In seeking new teammates in care, potential acquisitions undergo a rigorous vetting process to ensure that they share our values. The intent is to thoughtfully build up our service line and develop new sales synergies while scrupulously maintaining patient care. We look for partners who not only possess deep, unique expertise in their field, but also an unshakable commitment to attentive care.
Burman’s Specialty Pharmacy came on board several months later in June.
BioRx, the first of our two 2015 acquisitions, joined the Diplomat family in April. In addition to building out our ability to care for patients with hemophilia and von Willebrand disease, BioRx’s unique ThriveRx program provides nutrition support for those needing enteral and parenteral nutrition. “Since we started BioRx in 2004, our goal has been to build the country’s most patient-centered specialty pharmacy,” says Eric Hill, co-founder of
16 | Acquisitions
“My family’s story is like the Hagermans’,” shares Steve Burman, founder of Burman’s Specialty Pharmacy. “My own father, Harvey, raised me in pharmacy.” Burman’s team of experts is dedicated to providing best-in-class care for patients with complex diseases such as hepatitis C, multiple sclerosis, Crohn’s and more. As we move into 2016 and beyond, we will continue to evaluate our strategic opportunities to expand into new therapeutic areas and new geographic regions. Specialty pharmacy is a rapidly developing industry, and we refuse to sit still or settle for “good enough.” Diplomat is evolving as new treatments and technologies become available. Change may be a constant in specialty pharmacy, but one thing that will never change is our relentless drive to make treatment as effective as possible for our patients.
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THE DIPLOMAT DIFFERENCE Treating our patients like family.
At Diplomat, the difference is in the ways we serve our patients. Each decision made reflects what we believe will benefit our patients most, because, to us, their health and happiness are paramount. The Diplomat Difference means doing whatever we can to make sure patients receive their medications on time. It means obtaining prior authorizations for medications that require special approval before dispensing. It means appealing a denial of coverage. It means connecting patients with third-party funding assistance to make the burden of a complex disease a little smaller. It means having a pharmacist available 24 hours a day, seven days a week so patients can reach out with questions, no matter the time. It means creating Centers of Excellence filled with staff
18 | The Diplomat Difference
who specialize in individual diseases. It means going above and beyond for our patients, always. WE FIGHT FOR OUR PATIENTS. When Miki’s daughter Carly was just seven years old, she was diagnosed with mesenchymal chondrosarcoma, a rare, aggressive cancer that arises in cartilage cells. She was prescribed several different medications, and none of them seemed to be working. She relapsed time and time again. Finally, her doctor found a new drug, but it was intended for adults. Without it, she may not have survived her battle. Diplomat worked to obtain a prior authorization to cover the cost of the drug. When coverage for the medication was denied, Diplomat became her advocate.
WE CELEBRATE THEIR VICTORIES. Miki did everything she could to support the appeal process for her daughter. “I had to write a compassionate plea letter saying, ‘Look, this is our only chance. This is the only drug that has worked so far. Please don’t take this one opportunity, this last shot that we have, to let our daughter have more time.’ It was the most intense, honest letter I’ve ever written. Nicole and Jennifer [at Diplomat] were right there, every step of the way, working as hard as they could with [the nurses] and [the doctor], doing everything they could to help us get this passed.”
83
percent
Prior Authorization Success1
“I think they probably jumped, screamed and hugged, just as much as we did down here, when we finally got the approval.”
OUR PATIENTS SERVE AS AN INSPIRATION. For Jennifer and Nicole, who work in member benefits management at Diplomat, Carly’s story continues to motivate them. “While I worked on the clinical aspect of the letter for the insurance, Nicole worked with Miki to help get information and explain what was going on and offer emotional support. There were tears of disappointment with the first denial received, and tears of happiness, some hugging and if I remember a little bit of a victory dance, when we received her approval. “We have Carly’s picture on our walls, to remind us of the importance of our job, that when things may get a little frustrating we just dig a little deeper to help make that difference for someone else,” Jennifer emphasized.
84 percent
Appeals Success2
1. Across all benefits investigations performed. Diplomat Prior Authorizations and Appeals, 2015. 2. Across all benefits investigations performed. Diplomat Prior Authorizations and Appeals, 2015.
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WE MOURN THEIR LOSSES. Dana is a former caregiver, and now works as a patient care coordinator at Diplomat.
Diplomat’s funding department works tirelessly to help patients just like John.
“I came to Diplomat because five years ago Diplomat was my lifeline. My mom had brain cancer, and Diplomat is who gave us those chemo meds that I had to give to her at home every night… I never thought that I’d ever have to deal with something like that. She was never sick, never took medication at all, just to be told that she had brain cancer. Then where was I to go?
“They’re just looking out for me all the time.”
“Diplomat reached out and I’ll tell you what, I can’t tell you how many times I cried on the phone. They helped me as her caregiver to at least understand what was going on, and they cared not only about her, but about me. That made me feel so much better. “The worst phone call was when she had passed away. I had to tell that patient care coordinator that we no longer needed the medication, and she cried.
For John’s wife, Gabriella, it means more memories together, without having to worry about how to pay for treatment. “I’m so grateful with this company, that it’s able to help my husband. Otherwise, we could not afford that medication.” For many patients, the cost of therapy may be too high to fit in their budgets. We do everything we can to connect these patients with third-party funding so that they can focus on treatment, rather than finances.
“That meant my mom was [not just] a number.” WE’RE HERE, DAY OR NIGHT. WE MINIMIZE THEIR FINANCIAL BURDENS WHENEVER POSSIBLE. At 81, John loves to run. It inspires new ideas and helps unravel problems in his mind. He loves to be outside, to smell the fresh-cut grass, to see people enjoying a sunny day. As he runs his seven-mile route, his mind is free. He has had prostate cancer for 22 years.
20 | The Diplomat Difference
When a patient needs a question answered, or just needs to be reassured that their minor side effect is normal, our pharmacists are available to take their calls. We make sure a pharmacist is standing by, 24 hours a day, seven days a week, 365 days a year. No exceptions.
“YOU MOVE HEAVEN AND EARTH TO MAKE SURE THAT THE PATIENT GETS MEDICATION.”
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22 | The Diplomat Difference
WE ANTICIPATE SIDE EFFECTS, AND KNOW HOW TO MITIGATE THEM. We send patient care kits with overthe-counter remedies for common side effects, like dry skin or nausea. Some patients receive a CarePak™ that separates medication by day, making it a little easier for them and their caregivers to follow complicated therapies. By taking a proactive approach, Diplomat helps patients to stay on track, so that they can live their best lives. Ryan, implementation manager, knows the personal impact of his work. “I can hug my wife, I can hug my son, I can see my family. That’s probably been the most beneficial thing to me … [to know] that somebody else [has] that same opportunity because we do what we do.” WE PREVENT MEDICATIONS FROM GOING TO WASTE. Diplomat offers a partial-fill program, in which we dispense enough medication for initial treatment before sending a larger supply. In doing so, we help to reduce the amount of medication that goes to waste if an adverse side effect or complication means a patient must discontinue therapy. By reducing the amount of unused medication, Diplomat is making strides in preventing unnecessary drug-related expenses. WE ASK HOW PATIENTS ARE DOING, BECAUSE WE CARE. To us, patients are the most important part of our work. We reach out regularly to patients to make sure their therapy is going well. We ask about side effects, and make suggestions on ways to combat them. We make sure caregivers
know we are here for them, too, answering questions and providing training on how to administer medications. We are honored to be just part of their support system. A patient’s diagnosis may be difficult, but we know what a difference a conversation can make. We are here, to talk, to listen, and to advocate. “It’s been my experience and my pleasure to work at Diplomat and to watch these people come in every day. They’re all patient advocates, every one of them. We’re all caregivers for that one patient,” explains Brenda, manager, patient advocacy. WE GO ABOVE AND BEYOND, BECAUSE IT’S THE RIGHT THING TO DO. We know that days, even hours, matter when medication needs to be delivered. Justin, a shipping lead at Diplomat, knows the lengths we will go to make sure patients receive their medications. “We had a hemophilia patient that was in Alaska… [it was] probably 5:00 or 6:00 at night, UPS is starting to close down. I happened to be the one to take the phone call and their medication was stuck at a UPS hub in Alaska. They had [been] buried in with snow. The patients needed the infusion so that way they could have surgery the following day, so it was critical that they had it. “We set up a courier to pick up the package and drive it. It was actually a couple hundred miles to where the patient was. Then, he got there and there was no more road left to where the patient lived, so they actually coordinated with a dogsled service that is up there, [and delivered] the medication to the patients that day.” WE HELP PATIENTS LIVE HEALTHIER, LONGER LIVES. Jodie, a Diplomat patient, is just one of the millions of lives we have touched. His story serves as an inspiration to us all. “When I told you that you have given me my life back, it’s not an expression. I mean you have given me every day that I have for the rest of my life.”
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24 | Letter from the Editor
“It is really nice having Diplomat on my side. They back me in anything I need. They are there for me. They are family to me.”
MIKE | DIPLOMAT PATIENT
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“You’re not just taking care of someone; you’re taking care of someone’s mom, dad, brother, sister, grandma ... and you’re affecting not just their life but their whole family’s.”
EMILY | PATIENT CARE ADVISOR
26 | Letter from the Editor
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DIPLOMAT UNIVERSITY
Where education drives excellence.
Diplomat University is more than training; it is a full-service educational unit designed to promote excellence in the field and prepare staff and clients to efficiently address patient needs. As Diplomat CEO and Chairman Phil Hagerman recognizes, “We have a very rare resource in Diplomat University, where our intent with every new hire is to improve the quality and clinical results for our patients.” This has become Diplomat University’s mission. But it doesn’t end with new hires—there are ongoing educational opportunities for staff and tailor-made trainings for external clients with new curricula continually being developed.
28 | Diplomat University
MEETING TODAY’S EDUCATION NEEDS Educational institutions must change and evolve in order to remain relevant and meaningful, and Diplomat University is no exception. Diplomat University provides new employees an engaging introduction to specialty pharmacy. The education team regularly surveys and elicits input regarding the current and future training needs of Diplomat. As a result of some of these efforts, we recently introduced a streamlined new employee orientation program. New employees now spend more time in hands-on training than in a classroom setting. This facilitates their
transition into our workforce, helping them to better understand our client and patient base. Diplomat University is also dedicated to exposing the pharmacists of tomorrow to the specialty space, a field that is typically not covered in-depth during pharmacy school. Diplomat University hosts students and interns in a variety of programs, both clinical and nonclinical. In addition, Diplomat University has an American Society of Health-System Pharmacists–accredited post-graduate pharmacy residency program. This program’s mission is to develop independent clinical practitioners with a strong ability to successfully practice within specialty pharmacy.
ADAPTABLE TRAINING TO MEET COMPLEX NEEDS Diplomat is unique in its creation and implementation of a large-scale training program that is customizable for both internal and external audiences. As the specialty pharmacy space continues to grow, training will be an increasingly vital part of each new drug that is brought to market. Positioning the company at the leading edge of education and training ensures that Diplomat employees have the most up-to-date information and necessary skills to work with patients and their health care team. Internally, implementing a centralized program is an effective means of providing continuing education and
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training opportunities to current staff. This also means that patient-facing staff stay up-to-date on all new medications and therapies patients may be prescribed, which is key in maintaining Diplomat’s high standard of care. Patients on specialty medications are dealing with expensive, complex drugs that require more care and knowledge than what is needed for those found at traditional retail pharmacies. Those involved in patient care must be armed with this extensive knowledge to best serve them. Externally, Diplomat University provides training to retail pharmacies, payors, pharmaceutical manufacturers and health systems. From ‘Specialty Pharmacy 101’ to the basics of partnerships to injection training,
30 | Diplomat University
Diplomat University has a curriculum in place to meet the needs of a variety of clients. The capability of Diplomat University to cater to external clients positions the company as a thought leader and innovator in the everevolving specialty field. As the company grows, the level of patient satisfaction remains stable—a true testament to the fact that high-touch, patientcentric care can be maintained regardless of size. Additionally, high-level training and education benefit Diplomat and all other clients working with Diplomat University. Partners in the retail pharmacy space are able to select from a full complement of coursework to ensure they have the knowledge and expertise to work with the related patient population. Ultimately, the value lies in improved patient care—which should be the primary focus of any health care team.
QUALITY AND ACCREDITATIONS
LEADING THE INDUSTRY
The Quality Team is dedicated to continuous quality improvement to ensure safe, efficient and patient-centered solutions and initiatives within the organization. Clinical and compliance quality experts facilitate partnerships between customers and employees in order to identify, investigate and develop action plans regarding opportunities for improvement. The Quality Management Committee involves all departments in quality management activities, using an immersive and collaborative approach to monitoring and addressing qualityrelated events.
By focusing on education and quality, Diplomat University has created a new model of how a specialty pharmacy can function. This model moves beyond simply processing prescriptions and demonstrates that there is a place for the company to step forward as an innovator, leading the industry in knowledge with the unique perspective of a clinical background.
Ongoing Quality Improvement Projects (QIPs) are a driving force within the program. There are current and ongoing QIPs at all times, with a minimum of one focused on patient safety. QIPs also provide additional opportunities to solicit input and gather feedback from a variety of sources.
Since 1975, Diplomat has put the care of the patient first, and Diplomat University plays a critical role in this. In a constantly changing field, it’s crucial that we keep pace with the changes around us and support the advancement of pharmacy practice. Thanks to our tireless commitment to education and quality, Diplomat is one of the most patient-centric, high-touch pharmacies in the nation.
The Quality Team maintains specialty pharmacy accreditations from multiple accrediting bodies, certifying that Diplomat meets or exceeds the highest standards in the industry for quality, customer service, communications, drug management, pharmacy operations and patient management. These accreditations also provide a competitive edge in securing pharmaceutical contracts, as they demonstrate Diplomat’s commitment to quality.
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SUMMER INTERNSHIP PROGRAM A growing tradition.
Education is an important part of who we are, whether we’re offering training to health care partners through Diplomat University classes or fostering new ideas through fellowship and internship programs. Since Diplomat’s early years, interns have been woven into our rich history, providing students an essential experience tailored to their interests and career goals. The program offers an experience beyond running copies or fetching coffee; interns are trusted to work independently as well as with colleagues on meaningful projects that often have a lasting impact on the company. “We believe students will be interested in the energy here,” says Diplomat CEO and Chairman Phil Hagerman. “We believe they’ll be drawn to our commitment to making an impact in the lives of our patients, our clients and in our community.”
32 | Internship
There are various components to the three-month program, including midpoint and final evaluations, weekly lunch-andlearns and a formal poster presentation describing a key project the intern completed during their time at Diplomat. Our 2015 interns were instrumental in helping develop a vision for the intern program going forward. The internship program also runs parallel to and has synergies with Diplomat’s innovative fellowship program. Through the internship program at Diplomat, interns are responsible for completing a project within their department that utilizes and enhances their unique skillset. “Not only am I learning about disease states and treatments that are not the core focus of most pharmacy school curricula, I am also learning about the applications of business, finance, marketing and more—all related to pharmacy,” says Lisa Chen, an Education and Quality intern. “Everything I see and do here … could be applicable to my future as a pharmacist.” Showcasing the results of intern projects via the final poster presentation is integral to the program. This provides an opportunity for the interns to share their weeks of hard work with co-workers, Diplomat leadership, the community, friends and family.
“IN THE CORPORATE WORLD, IT IS RARE AND A PRIVILEGE TO BE TREATED BY THE PEOPLE AROUND YOU AS A CO-WORKER RATHER THAN JUST AN INTERN.”
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34 | Internship
“We knew there was an interest in summer programs like these, but the caliber of students and the impact they’ve had here are nothing short of inspiring,” Hagerman says. Their projects—from a study of adherence among oncology patients to an evaluation of dose-monitoring technology—will positively impact Diplomat long after the summer program has ended. In fact, many employees began their Diplomat careers as interns. In 2014, 17 interns enrolled in the inaugural program. In 2015, more departments began participating, and 26 interns joined teams across the company. The goal for 2016 is to continue the development of high-quality internship opportunities and to target an enrollment of 40 interns into the summer program. With this expansion comes an increased opportunity for mentors as well. Being involved in this experience can provide an enriched reciprocal learning relationship between mentor and intern and helps to develop a culture of continuous learning. From day one, that is exactly what Diplomat did,” says Meghan Manley, a Hospital Specialty Programs intern. Each new internship cohort brings the opportunity to help develop innovative leaders in a wide range of professional practices. “We’re thankful for the opportunity to provide a platform from which these young and talented minds can leap as they seek a career,” Hagerman says.
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36 | Internship
“Diplomat is working so hard to make sure that I’m healthy and happy...[They’re] always reliable, always there, consistent and professional and knowledgeable. Any time I have a question, any time I need anything from them, they’re there.”
BETHANY | DIPLOMAT PATIENT
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“The patient care coordinator who calls to set up your refill, the pharmacist who takes a clinical question, or someone who’s working as a business analyst or in our IT department—they’re all there, working to make things better for the patients that we care for.”
BRENDA | SENIOR MANAGER, PATIENT ADVOCACY
38 | Internship
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DIPLOMAT’S FELLOWSHIP PROGRAM Preparing a generation to transform the country.
Every summer, Diplomat welcomes 10 university students from all over the country to spend 12 weeks in Flint, Michigan, where we challenge them to grapple with some of the important issues facing America’s urban communities. Diplomat’s Fellowship for Social Impact program is designed for young social innovators who have the talent, passion and drive to make systematic change in the world. Each Fellow arrives with a Diplomat-approved project proposal in hand and the determination to work on pressing issues— homelessness, health and nutrition, crime, and education.
40 | Fellowship
THE ISSUES. Since Flint’s economic downturn, there has been a substantial need for new ideas that will aid in the city’s revitalization. In many ways, Flint’s problems are not unique. Many other cities are experiencing similar difficulties. “We refuse to wait for the future to get better,” says Diplomat CEO and Chairman Phil Hagerman. “We believe there are young social innovators who feel motivated to confront our social problems head on—and are ready to join us in finding sustainable solutions.” Diplomat’s Fellowship program provides college students the space to immerse themselves in the life of the city by interacting with residents, hearing their stories and understanding the challenges of daily life. This interaction helps participants get a firsthand idea of what resources already exist in the community. Once equipped with this perspective and understanding, they are then better able to envision and develop their own ideas to complement those existing resources. Karina Lopez is a perfect example of how one-on-one interaction in the community helped her plans take shape. When she arrived at the beginning of
the summer, she had plans for an art therapy class for youth affected by trauma and loss. “My hope,” Karina explains, “was that through art therapy, the children involved would begin to heal, learn to trust their own creative abilities, take pride in their work and begin to regain a sense of their own capacity.” As the summer progressed, however, Karina came to realize that perhaps there were better ways to meet the city’s needs. “I realized that another art therapy program would only draw resources away from existing ones,” Karina reflects. “Rather than achieving my goal, I would actually be hindering it.” Day in the life of a Diplomat Fellow. Through their research, community service projects and frequent exchanges with community leaders, Diplomat’s Fellows gain a new perspective on what it takes to both participate in and inform community development. “There wasn’t one person I spoke to here in Flint that didn’t have a vision for a better community,” shares Gordon
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Huston, part of the 2015 cohort. “This ranged from community leaders, to the Diplomat staff, to the people I met on the street. They saw Flint’s potential and now I do, too.” Each week is unique for the Fellows. While hours may vary depending on the project, each participant works up to 30 hours per week, including evenings and weekends. They were able to meet with and gain insight from some of Flint’s community leaders, including Sen. Jim Ananich and University of Michigan– Flint’s Chancellor Susan Borrego. They also volunteered for Community First Inc.’s “Movie Under the Stars” event and the “Fish the Bricks” youth fishing tournament that took place downtown at the Flint River. To participate in the program, applicants must currently be enrolled in a university—either as an undergraduate or graduate student—or have graduated less than six months before the program’s start. Diplomat expects Fellows to devote their full attention to the program. Accordingly, participants are compensated for living expenses. In addition to financial compensation for students’ work, Diplomat also provides housing in downtown Flint. Participants are required to live on-site so that they can fully immerse themselves in the city to obtain a more complete grasp of the issues at hand.
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LESSONS LEARNED. After talking with community leaders, Karina Lopez decided to move in a new direction with her project to best address the city’s needs. “Instead of working to implement a new program, I decided to work toward strengthening existing ones,” Karina says. “I began reaching out and asking how my project could best promote their organizations’ goals.” As Karina came to discover, many organizations in the city lack the proper marketing tools and channels of communication to effectively share their work with a larger audience. What started out as art therapy classes soon became an art expo. Even though Karina’s plan looked different on the outside, at its core there was still a single goal: connecting Flint’s youth with opportunities to development their capacities—not just as artists, but as whole individuals and as leaders for tomorrow. Karina says, “By the end of the summer, I had a completed event proposal with plans to hold the expo in 2016.” Karina’s story is one among many. Each Fellow walks away having the opportunity to create and possibly implement a unique idea that can better the city of Flint. At the same time, it gives the Fellows an opportunity to strengthen their overall professional skills, and push themselves in ways that can’t be experienced in a classroom. “In terms of the future of this Fellowship program, I believe with all my heart what a positive impact this has made on the community, on Diplomat and the students involved,” says Phil Hagerman. Diplomat’s Fellows are the next generation of thought leaders, who will change not only a local community but also the entire nation.
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44 | Fellowship
“They call themselves partners, I call them family … I’m a very hard guy to impress. I am extremely impressed with Diplomat.”
JAY | DIPLOMAT PATIENT
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“Everybody who comes to Diplomat is treated so individually and so uniquely it’s like going to a downhome pharmacy at a little corner store. You get that personal touch.”
DONNA | SENIOR PROGRAM MANAGER
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OUR COMMITMENT TO FLINT Investing in our city’s future.
2015 has been a watershed year for Diplomat’s Corporate Social Responsibility (CSR) team. As Flint’s revitalization progresses, our 2015 focus reflected Diplomat’s enduring commitment to our hometown. As one of the area’s largest employers, we receive numerous requests for donations and sponsorships. We don’t take this lightly. Our team continues to stand behind the organizations that have been helping Flint on the road to recovery, and we do our best to thoughtfully consider how we can best aid them.
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FOOD BANK OF EASTERN MICHIGAN Established in 1981, the Food Bank of Eastern Michigan serves 22 counties across the state. In 2015, to better serve those in need, the food bank opened a new Hunger Solutions Center in Flint. “The Food Bank of Eastern Michigan has had 21 consecutive years where we’ve seen our fundraising increase,” said Bill Kerr, the food bank’s CEO and president. “There’s no stronger testament to the community’s philanthropic spirit and willingness to give.” Once food arrives at the Hunger Solutions Center, it is sorted, inspected and made available for charities. In 2012 alone, the Food Bank of Eastern Michigan distributed over 20 million pounds of food through a network of more than 400 partner agencies. At Diplomat, we have committed ourselves to partnering with the Food Bank of Eastern Michigan in support of their new facilities. “It was an amazing experience for me,” Bill said of his first meeting with Phil Hagerman. “He came and visited and
listened to me talk about the food bank. At the time, he didn’t give me a dime. I think he was waiting to see what the community would do.” When he and Phil reconnected months later, Bill was amazed at how much Phil had retained from their previous meeting. “At that point, he knew all about us. The key was that he allowed me to share about the food bank. Then, once he’d had time to study it, he invested in us. This led me to believe that Phil was really looking to find the most meaningful ways to invest in Flint. “With Diplomat, it’s not lip service,” Bill concluded. “Phil Hagerman and Diplomat are committed to helping Flint.” This partnership also offered a chance for some of our own employees to get involved during a national team meeting hosted in Flint. In one hour, over 160 Diplomat employees packed 18,679 pounds of food. The packed and boxed food was ready for the food bank to provide to the community the next day.
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50 | Corporate Social Responsibility
ATWOOD STADIUM Built in 1929 in the heart of Flint’s historic Carriage Town neighborhood, Atwood Stadium played a major role in the city’s history. For decades, the stadium was considered the city’s “goto” venue for everything from high school football to minor league baseball, concerts to boxing matches. In normal circumstances, Atwood can welcome 11,000 spectators comfortably. But during the election season of 1936, the stadium’s capacity got pushed to its limit when Franklin Delano Roosevelt came to town. Weeks before cruising into his second term, he stopped by Atwood Stadium in Flint for a campaign
foundations in the community raised more than $2 million to assist in the stadium’s renovation. “It has been truly exciting to witness the transformation of Atwood Stadium,” said Robert McMahan, president of Kettering. “It is now one of the finest athletic facilities in the Midwest.”
rally that saw nearly 20,000 attend.
High school football returned to Atwood Stadium in August 2015. Once again, thousands gathered to cheer on their teams as Beecher High School took on Flint Northwestern. Following the inaugural game, the nearly 4,000 in attendance were treated to a celebratory fireworks display.
Unfortunately, in 1992, the stadium was deemed unsafe for sporting events. Due to the poor turf conditions, the athletes who dreamed of playing on the storied field had those dreams put on hold.
“The stadium’s future is bright thanks to the collaboration of a diverse group of individuals and organizations all committed to creating a thriving city of Flint,” said Robert.
Recognizing the stadium’s importance to the community, Diplomat stepped up to help play a crucial role in making sure that future generations have the opportunity to share in Atwood’s rich legacy. Diplomat entered a multi-year agreement with Kettering University that paved the way for high school football to return to Atwood. Local
The restoration of Atwood Stadium is just one piece in the larger transformation and rebirth of Flint. As people come to recognize Flint’s inestimable resilience and tremendous potential, new businesses are opening shop across the city. One particularly poetic example: a liquor shop being converted into a bookstore.
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BUCKHAM ALLEY On a warm night in July, hundreds crowd a narrow city street illuminated by lights strung building to building. At either end of the block, there’s a band playing. In between, food carts line the street as revelers stream in and out of crowded bars. Barcelona? No. Buckham Alley. After years of boarded-up buildings, downtown Flint has once again become an afterhours hotspot, and Buckham Alley is at the heart of it. “I’ve known Phil for a long time,” said Kathleen Gazall, chairwoman of Friends of the Alley, a nonprofit dedicated to preserving walkable spaces in the city. “He’s always believed in Flint and supported Flint.” In 2015, the two met over lunch to discuss downtown Flint and Gazall’s work with Friends of the Alley. Out of that conversation, Phil decided to provide startup funding through Diplomat and the Hagerman Foundation. The donation helped activate a matching grant from the Michigan Economic Development Corporation, doubling the contribution. “He saw the potential of Buckham Alley and stepped up with the initial funding that jumpstarted our campaign.”
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Because of the campaign, Buckham Alley is now decked out in lights yearround, creating a pedestrian-friendly, relaxed environment where the city can come together. “Beautifying Buckham Alley has given downtown Flint another great space for festivals and special events,” said Kathleen. “We’ve come a long way in a short amount of time and we are continuing to add more exciting things to the alley.” The site is home to unique bars, restaurants and festivals. The pedestrian-friendly zone provides an unusual twist on nightlife that you might sooner expect in southern France or Spain, not the Midwest. “Knowing Phil, he walks the walk,” said Kathleen. “He’s a true champion of economic development for Flint. He’s a true champion of seeing things happen in a positive way that incorporates everybody, including students, business and residents.” Diplomat is committed to supporting a vibrant, diverse community. Block by block, Flint is on its way back—and we couldn’t be prouder to be a part of it.
OTHER ORGANIZATIONS DIPLOMAT SUPPORTED IN 2015:
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Alzheimer’s Association American Cancer Society American Red Cross Big Brother Big Sister of Greater Flint Boys & Girls Club of Greater Flint Carriage Town Ministries Commit to Fit Crim Festival of Races Cystic Fibrosis Foundation Ennis Center for Children Family Promise of Genesee County Ferris State University Flint & Genesee Chamber of Commerce Flint Children’s Museum Flint Institute of Art Flint Public Schools Friends of Buckham Alley GEARup2LEAD Genesee County Pharmacist Association Habitat for Humanity March of Dimes Old Newsboys of Flint The Pink Fund Priority Children Sickle Cell Disease Association of America South Saginaw Corridor United Way Whaley Children’s Center YMCA YWCA
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“With Diplomat, it’s not lip service. Phil and Diplomat are committed to helping Flint“
BILL | FOOD BANK OF EASTERN MICHIGAN
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“Beautifying Buckham Alley has given downtown Flint another great space. This could not have happened without the support from Diplomat.”
KATHLEEN | FRIENDS OF THE ALLEY
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58 | Closing Statement
The year 2015 brought us opportunities to expand Diplomat to new communities and opportunities. New limited-distribution medications or therapies, innovations, fellowships and internships were just a part of the story. The story is only ever complete with one idea: To us, patients are family. We are with them—in the laughter, the tears and the triumphs. As we look to the year ahead, we could not be more honored that you have joined us.
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60 | Letter from the Editor
“Take good care of patients, and the rest falls into place.� Dale Hagerman Co-founder, Diplomat
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Copyright by Diplomat Inc. Diplomat, AHF, BioRx, Burman’s Specialty Pharmacy, MedPro Rx, are either trademarks or registered trademarks of Diplomat Pharmacy Inc. 62 © 2015 | Letter fromPharmacy the Editor All rights reserved. MARK-002806-0116