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PMQuarterly.com | Winter 2015

THE SALES ISSUE What Works For Me: A New Marketerâ€™s Perspective Group Vs. Team Metrics For Your Sales FLIP OVER TO READ

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Winter | 2015 Volume 4, Issue 13 PMQuarterly.com IACP STAFF

Contents 4

A NOTE FROM THE PUBLISHER

WHAT WORKS FOR ME: A NEW MARKETER’S PERSPECTIVE

David G. Miller, R.Ph. Cynthia E. Blankenship, Esq. Dagmar Anderson

by Chelsea Perna

Scot Maitland Jennifer L. Petska, CPhT

Ashlyn Grant

I OBJECT AND WHY IT IS GOOD FOR THE SALES PROCESS by David Archibald

Michelle McMahan Macy Pruitt Teresa Roberts

COMMUNICATION COMMITTEE Richard B. Moon, Pharm.D., R.Ph., FIACP, Chair Lisa Ashworth, BS, Pharm.D., R.Ph.

by Todd Eury

Kim Hansen, R.Ph.

Scott Wepfer, R.Ph., FIACP

METRICS FOR YOUR SALES: CREATING A PLAN TO MONITOR YOUR SALES EFFORTS AND EVALUATE AND REWARD YOUR MARKETERS by Whitney Larkin Gale

Robert Harshbarger, III, Pharm.D. James Matthias, CPhT Linda McElhiney, Pharm.D., R.Ph., FIACP, FASHP Lauren Onsa, BA

75 YEARS – CELEBRATING THE AMERICAN COLLEGE OF APOTHECARIES: AN INTERVIEW WITH JIM MARTIN, R.PH. PRESIDENT OF THE AMERICAN COLLEGE OF APOTHECARIES

KEEPING EM’ HAPPY AND WINNING EM’ BACK

GROUP VS. TEAM

by Amanda Addington

by Andrew Cole

PHOTOGRAPHY Neil Brownell Scot Maitland

MARKET WITH THESE UPCOMING OBSERVANCES

DESIGN Dianne Stone

THE PHARMER’S MARKET SoapBox Soaps

Pharmacy Marketing Quarterly is published four times per year as Spring, Summer, Fall, and Winter. Online subscriptions and print editions are available for purchase at PMQuarterly.com/magazine Pharmacy Marketing Quarterly makes all attempts to publish accurate information; however, this publication may contain technical inaccuracies or typographical errors. The reader assumes all risk concerning the suitability and accuracy of the information within this publication. Pharmacy Marketing Quarterly assumes no responsibility for and disclaims all liability for any such inaccuracies, errors or omissions in this publication and in other documents referred to within or affiliated with this publication.

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A NOTE FROM THE PUBLISHER I’m delighted to welcome you to 2015 and our annual Sales Issue. As marketers, we’re the primary people responsible for growing the business in our pharmacy. We sell prescribers on our pharmacy. We sell patients on our services. We sell our coworkers on why our ideas are worth considering. We’re driven to make the sale. That’s not a bad thing, since all sales is, is finding a need and offering a solution. Who can argue with that? Although marketers are the primary folks responsible for growing the business through sales, sales isn’t a department. It’s a culture. I invite every member of your pharmacy to dive into this publication. This issue is packed with some of the best articles we’ve ever published. On page 15 you’ll hear from Whitney Gale Larkin on Metrics For Your Sales. Jump back to page 8 to learn why objections are good for the sales process by David Archibald and hear from a new marketer, Chelsea Perna, on what works for her on page 6. These are just a few of the articles that are available to you in this issue. And speaking of articles that are available, you’ve probably noticed that when you flip over Pharmacy Marketing Quarterly you’ve got access to a brand new magazine Compounding Matters Quarterly. I’m delighted to have joined the staff of the International Academy of Compounding Pharmacists. And speaking of finding a need and offering a solution. . . We, along with our amazing Communications and Publications Committee, have rebranded the CustomRx Connection into this dynamic new flip publication to meet the needs of our pharmacy community. So dive in. Read the articles. Share them with your colleagues. Discuss them. And leave us feedback on our social channels like Facebook and Twitter!

Here’s to the health of your pharmacy!

Winter 2015 | PMQuarterly.com

Save the Date!

Fort Lauderdale, Florida ~ February 25-28, 2015 Bringing the pharmacy profession together in paradise.

EducationalConference.org Scan the meeting QR code and stay in touch with the latest meeting activities, videos, speaker bios, and more. ÂŠ2014 International Academy of Compounding Pharmacists (IACP). All rights reserved.

WWFM

WHAT WORKS FOR ME: A NEW MARKETER’S PERSPECTIVE by Chelsea Perna

Getting started in this industry has been far from easy but it’s been a great ride so far! With no pharmacy background, I was very overwhelmed with the responsibilities of a marketer. As I have gotten started, the responsibilities for this role have fallen into place with time and a lot of trial and error. I believe getting started can be one of the most difficult times in this position, and I am still in the process. On my first day, I dressed in nice dress pants and a pretty blue blouse. I had my oversized work bag full of notebooks, folders, a laptop, and a lot of other stuff. I sat down and thought, “Alright, I’m ready!” “Tell me what to do and I’ll do it!” Over those first few weeks, anything I was told to do, I did, and I filled up a lot of those notebooks, yet I was still spinning my wheels. A lot of us know what we should or need to do, but the hard question is, how do we do it? I knew I needed to visit with physicians. What I didn’t know what was involved in that visit. Is there a right or wrong way? Do I just go and visit each office, introduce myself, write some notes, and then leave? Gaining the confidence to walk into a doctor’s office may be hard to overcome, but just walking in and introducing yourself is not enough. There is more to an office visit, and it is essential to realize this quickly. Learning to be a marketer takes time, guidance, and a lot of motivation. Initially, I did a lot of reading from pharmacy and marketing magazines and I came across a quote I’ll never forget: “Fail to plan, plan to fail.” As I slowly moved forward, I created a database. Any database is fine as long as you can plan your upcoming time, input information from each visit, and create an action plan for the future. With my CRM, I am able to store all contact information for the offices and notes. It allows me to schedule my ‘to do’s’, check them off after they I complete them and input any additional notes. It is also my go to before I prepare for the next office visit. Planning is extremely important and is our best chance for success.

Winter 2015 | PMQuarterly.com

Well-taken notes and planning can greatly assist you in maintaining a strong relationship with each office. Though these relationships and the way you market can differ from office to office, it is still very important to have an overall plan to stick by. Every Monday I set aside a block of time to evaluate the current week, the previous week, and a week ahead. I also create my ‘to do’ list and make sure I complete it by Friday. I also use this time to plan out my routes for the week which helps me keep track of what offices I have visited. I also add important office-specific requests to my ‘to do’ list. It is important to do this immediately after I make a visit, so I do not forget. One of the questions I initially had was how many offices I should visit in a day. I have learned that there is not a specific answer, it is all relative. Relative to the day, office, and locations you are visiting. It is more important to focus on the quality of each office visit rather than how many you can squeeze into each day. Having two great visits and being able to talk to a physician, is better than ten visits without seeing any physician. It is also important to take into account the time demand of each office. If I visit ten offices a day and five of them ask me to do something specific for them, I need to make sure I am able to follow up with each of those offices within 48 hours. This time-sensitive work can make it difficult to visit several offices every day. Following up is crucial! Even if you felt that an office was not interested, it is worth a follow-up. Not every office or physician will be receptive the first time around. So you must continue to visit and keep in contact with them. You will see a turn around. It is important for me to be myself and focusing on helping the physician and her team understand that my pharmacy and I are available to help them and their patients. It will take time. And there will be some offices you never gain a relationship with. But making time to visit offices is the only way to find the physicians out there who want and need the help of your pharmacy. I have had several offices where I felt I have hit a wall and could not build

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any relationship. Go with your gut and make a decision to let it go or keep on visiting and providing information. You may be surprised when six months later, they finally reach out. You never know when a prescriber has a patient that would benefit from the services your pharmacy offers. Following up and staying persistent is always worth it. Lastly, networking is so important. It is so important to ask the people around you for advice and referrals. Compounding marketers, pharmaceutical representatives, and all types of businessmen and women have useful experiences. They can answer and even referrals to help you along the way. Regardless of someone’s industry, we are all looking to achieve the same goal of being successful and making positive impacts in others’ lives. Networking allows you to seek out those people with similar goals. It can be one of the greatest tools and resources you acquire. Marketing for compounded medication is challenging and tough, but the rewards are well worth it. Plan, follow up, stay motivated and network and you will be successful. Chelsea Perna handles the marketing at SaveWay Compounding Pharmacy in Newark, Delaware. Chelsea received a Bachelor of Science in Human Development and Family Studies from the University of Arizona. She was also a student-athlete at Arizona where she competed in NCAA Division I Gymnastics.

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I OBJECT AND WHY IT IS GOOD FOR THE SALES PROCESS by David Archibald

As marketers we want to provide the best solutions to our clients and customers. In a perfect world when we make a recommendation and ask for the business the prospect eagerly says “yes!” Sales, however, does not take place in a perfect world. As a result, we have to overcome the resistance to change the resistance our prospect is exhibiting. To overcome these objections, we, as professionals, have to methodically approach this resistance to move our prospect towards a decision. To begin the process of overcoming objections we first have to be in a position to advise the customer and have them listen to us. To accomplish this we have to build value, credibility and trust. The good news is, if we are at a point in the sales cycle that objections are coming up the customer or prospect has already given us these at a certain level and they are considering the solutions being suggested. This opportunity for continued communication is a positive, they are thinking about saying yes and just want to feel good about their decision. This allows us to apply some logic and strategy in the process to help the customer see what we are offering. First, we have to let our customer know we heard them. Without reinforcing the objection or arguing with the customer let them know you heard their concern in moving forward. For example if you hear, “That solution won’t provide results.” It is important to express understanding of what they are saying, such as, “I understand you want to see a positive outcome from this course of action.” This allows the customer to know you heard them and restates what they said in terms of the need that they have. We also have to make sure there are no other objections by, yes, asking more questions. Such as, “If I were able to show you the effectiveness of

this product, is there anything else that would keep you from moving forward?” This gets everything on the table so they can each be dealt with and answered. Second, we have to understand the objection completely. There may be a variety of factors playing into this; such as, uncertainly, misunderstanding, fear of loss, or just a simple resistance to change. The best way to get a clear picture on how to approach the issue is by asking questions. Good open ended questions will help you gain further understanding of the resistance if the first step. Without this information there is no way to formulate a strategy on how to proceed. Who, What , Why, When , Where and How can unlock a great deal of information. Directness is the best approach. Questions such as:

“Why are you hesitant to move forward with this solution?” “What are your concerns with taking this course of action?” When can you see this solution as the best approach for your (practice, business, clients, patients)

“How would this solution help you?” “When would this be useful for you?” These types of question help to understand the mindset of the prospect and where the hesitation is coming from (another good question to ask). Once we get an understanding of where the prospects hesitation lies we can form an approach to clarify the benefits of our solution. Continued on Page 11

Winter 2015 | PMQuarterly.com

Success is now in session. PCCA offers the most ACPE-accredited continuing education in the industry. Check out our 2015 highlights, or get the full schedule at pccarx.com/education. HORMONE REPLACEMENT THERAPY HRT Symposium – February 19-21, Las Vegas, Nev. HRT Symposium – July 9-11, Nashville, Tenn. HRT Symposium – October 1-3, Miami, Fla. INNOVATIONS IN COMPOUNDING Wound, Scar, ENT and Pain Symposium – March 5-7, San Diego, Calif. Wound, Scar, ENT and Pain Symposium – March 26-28, Baltimore, Md. Pain, Palliative Care and Pediatrics Symposium – September 17-19, Sugar Land, Texas MARKETING Marketing and Sales Symposium – April 30 - May 2, Las Vegas, Nev. NUTRITION Wellness and Nutrition Symposium – June 11-13, Sugar Land, Texas QUALITY Quality/Eagle Analytical Services Symposium – September 11-12, Houston, Texas

2015 INTERNATIONAL SEMINAR November 4-7 Houston, Texas

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Objections fall into one of four categories.

1. INDIFFERENCEâ€“the customer feels there is no need to change. 2. SKEPTICISMâ€“The customer does not see that your product offers a solution 3. MISUNDERSTANDINGâ€“The customer did not grasp the solution that was being offered 4. DRAWBACKâ€“The customer sees a disadvantage to the solution offered. The approach to handling all of these is similar. Once an understanding of the objection is expressed. Without restating the objection ask a question related to what was identified as the hesitation to move forward or say yes. This allows the customer to know that they were heard and understood. Once this happens we can move forward with a strategy depending on what type of resistance is being experienced. How this is done will differ on the type of objection being dealt with. If the customer is: Indifferentâ€“we need to re-explore the needs initially identified that prompted the solution we offered. This entails more questions about their current situation and needs. Once these have been brought out we can offer the proposed solution for the need. Skepticalâ€“providing evidence that our suggestion meets the needs identified. Evidence such as testimonials, studies, examples from current customers, facts regarding the solution, exhibits from reviews or articles on the product can help overcome this barrier.

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Misunderstandingâ€“Confirm the need the solution was offered for and provide the solutions with evidence. Drawbackâ€“Focus on the bigger picture and the previous benefits that had been discussed. This reestablishes the value of considering the option being presented. Once this is done, it is time for a trail close to see if the main concern has been addressed and overcome. Asking if this addressed the issue of effectiveness or cost. This tells if we have covered the concerns and helps us move the process along. If all objections have been answered we should be able to move forward in the process to securing new business. There are many objections that we encounter on a regular basis. Develop a strategy and response for these and practice them. This way, being ready and knowing a response make the situation a lot less stressful and lets our customer know our level of professionalism, building trust and credibility. Overall, objections are good news. It means the prospect is considering the option presented and just needs more information to make their decision. This provides the sales professional the opportunity to further develop the relationship, create trust and show value.

David Archibald is a Trainer at Dale Carnegie of Oklahoma and Owner of the Archibald Consulting Group. For over three years, David served as the Director of Sales and Marketing for Flourish Integrative Pharmacy in Oklahoma City, Oklahoma.

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AN INTERVIEW WITH JIM MARTIN, R.PH. PRESIDENT by Todd Eury

This past December, I had the opportunity to interview Jim Martin, R.Ph. and current President of the American College of Apothecaries. If you’re not familiar with the ACA, it is a fraternal pharmacy organization founded 75 years ago. According to Mr. Martin, the “ACA is a group of independent pharmacies who are like-minded, who are very successful business people. We mentor others and promote entrepreneurism and pharmacy really.” The following is an edited transcript of our interview. Listen to the full interview from the Pharmacy Podcast at http://PMQuarterly.com/aca-interview. Todd Eury: So what is different from the ACA from some of the other pharmacy organizations that are out there? How are you guys specific to something under the business of pharmacy? Jim Martin: Well, there many pharmacy organizations out there. We are the only organization that represents strictly independent pharmacies, who are successful and who are doing things supposedly in the right way, and are very professional. The other organizations represent a larger variety of pharmacists, some of which are independents. All of our members are as I said, strong entrepreneurs in pharmacies and business owners. TE: So tell me what happens as a member? What type of benefits are you getting as a member of the American College of Apothecaries? JM: Well, there are a number of benefits, and you see most of them on the new website. But I think of the most important thing, to most of us members, is the ability to interact and network with other successful business owners. We learn from each other, and we share with each other. There’s no question that you get a return on investment from just attending a meeting and interacting with these successful business people. Getting ideas and incorporating those that you think might work in your own business. That’s by far the best, the greatest, benefit from an organization like this. TE: Yes, I know the business of pharmacy has truly changed so much so. And if you’re in the business of pharmacy and you’re running a pharmacy, you know this

Jim, that you really have to be innovative, and you have to be able to do things for your patients that some of the big-box chain stores aren’t necessarily doing. Share with us some of the ideas that are cultivated through the ACA and really helping their members to kind of differentiate their businesses JM: Well, you’re exactly right, if you do things exactly like everybody else, including the big boxes, you’re just like them. So you have to establish niches. Some which may be specific in the area that you serve. We own three pharmacies in the Austin, Texas area, so we’re in wellness and the prevention of sickness. We spend a lot of our activities in that arena. We’re also compounding pharmacists at all three of our stores. So those are the kinds of things that you learn how to do, and how to do well, by interacting with people who are successful in those areas. A lot of what I’ve learned through the years have been from ACA members, interacting with them at some of our meetings. TE: Talk about being a trendsetter and what is truly being driven by the heart of health, compared to just a trend. In early and late in the year CVS made the decision to stop selling cigarettes, but I understand the ACA was way ahead of their time. Tell us more about that. JM: Well no question, as we indicated early on, we’re celebrating our 75th anniversary and we have a set of criteria, we call them standards actually, that a member has to meet, to be a member of ACA. They’re all professional. One of the first standards is you can’t sell cigarettes, and you can’t sell things that are negative to someone’s health. It’s pretty obvious. So that was in place 75 years ago in our organization. So we’ve been at it a long time, and that’s the kind of pharmacy businesses that we attract, the kind that are doing things right and adhere to a long list of standards in the industry. TE: You know, I’ve seen some real innovators in the marketplace. I’ve been in touch with some real innovators in the business of pharmacy for a little over ten years, and I’ve seen some really interesting health and wellness programs. Especially surrounding diabetes, surrounding bio-identical hormone replacement and care PMQuarterly.com | Winter 2015

and handholding through that. Several of the specialty growths that are a leading right into what compounding has always been. And even pharmacogenetics, the study of how different medications are absorbed into the patient, and maybe they canâ€™t metabolize or break down those medications. Whatâ€™s happening on the future with the ACA, and even as a pharmacy owner? Is there anything that youâ€™re doing that you think is out of the ordinary and innovative? JM: Well, all of the things you mentioned are things that we do in our own pharmacies, including the pharmacogenetics testing which is a new deal really, and very valuable to patients. But on the horizon, of course, is the specialty drug activity. And thatâ€™s drugs that are specialized for certain disease states. Theyâ€™re typically always very expensive, and they always require some clinical activities that a normal prescription would not require. So many of our members are getting into specialty pharmacy. The ACA does a lot of training. Trainings and seminars, and live programs that, not only show our members how they can get in these new specialities, and these new niches, but also the best way to do it and the best way to do it right. So thatâ€™s where ACA really fits with entrepreneurs. TE: Upcoming youâ€™re going to be doing a course on comprehensive sterile compounding at the national training laboratory. Is that just reserved for ACA Members? Or is that for anyone? 0 JM: Anyone can go, anyone can participate. Of course, weâ€™d like for you to be members if you go. But, if thereâ€™s somebody out there that wants to be

trained in how to do things correctly, we will accept nonmembers. But Iâ€™d say most often; theyâ€™re converted into members by their choice. TE: Well, looking at whatâ€™s come about in the last couple of years and moving forward, in 2012 you unveiled a new logo, in 2013 you added a marketing and pharmacy technician membership program. So what can we look forward to in the coming new year? JM: Well, with it being the 75th Anniversary weâ€™ve got a celebration thatâ€™s taking place. We have an expanded staff to try and meet our members needs. And I would say, expanding our programming to meet the needs of the new niches that are out there that I mentioned before, is some of the exciting things to me. Staying ahead of the game, with that, bringing our members into the fold on how to do these things and how to do them right. Those are on the horizon and going back to specialty drugs, thatâ€™s a big, big issue, in independent pharmacy. And we want our members to be a part of it and learn how to do it right. We are the innovators; we are the cream of the crop, and there are a lot of other successful pharmacies out there that weâ€™d love to have in the membership of the ACA.

Pittsburgh native Todd Eury has dedicated the last 10+ years helping privately owned pharmacies. He started the Pharmacy Podcast Show, dedicated to Independent Pharmacy. Todd recently re-launched the Prescription Generator Inc. Learn more about Todd at http://prescriptiongenerator.com

Thinking Back... ...Looking Forward

Save the Date Become a Member!

Presidentâ€™s Banquet February 27, 2015 5:00-7:30PM Harbor Beach Marriott Resort & Spa Fort Lauderdale, FL

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METRICS FOR YOUR SALES:

CREATING A PLAN TO MONITOR YOUR SALES EFFORTS AND EVALUATE AND REWARD YOUR MARKETERS by Whitney Larkin Gale

Creating a marketing plan is crucial to the success of your pharmacy. What’s even more crucial is finding ways to help monitor the effectiveness for each strategy you create. Your goal is to make sure you aren’t wasting time or money on your efforts. As John Wanamaker articulated, “Half the money I spend on advertising is wasted; the trouble is I don’t know which half.” Tracking any form of advertising should be an integral part of the marketing process. In the early 2000s, a transition started to occur within the marketing world. There was an evolution in the way WE consumed our information which changed how advertisers tried to gain our attention. The switch from physical mailers, call campaigns, and billboards to a digital marketing strategy had begun. We can no longer buy a person’s attention, we need to earn their attention. Examples of Advertising and How We Track: Coupons–if you are going to do a coupon in a newspaper, make sure you code it so you know which newspaper it came from. Billboards–this type of advertising is hard to track so I look at this as brand awareness/top of mind advertising. Patient Intake Forms–Make sure to always ask your patients how they heard about you when they come to pick up their prescription and have someone internally track this. This will help ensure that your marketing efforts are paying off. The goal of your advertising is to increase your brand awareness in the minds of consumers across your target market area. Raising brand awareness keeps your pharmacy in the minds of consumers, which can lead to increased revenues. Always track sales before and after the launch of a new marketing campaign. The success of your sales plan rests on your sales team and they will require a lot of time and effort. These are the people that are the face and reputation of your pharmacy. Make sure you do not send them out to make calls until they know the in’s and out’s of your company.

They need to know your company’s culture, how prescriptions are processed and made in your lab, as well as basic information about the products they marketing. If they are not practicing in the pharmacy, then they are practicing on consumers. Depending on the size of your pharmacy and the size of your business, you may have more senior sales employees. Being a senior sales representative can be a demanding position. They are constantly pulled in different directions and they need to keep the sales team trained, happy and motivated while sticking to the budget and keeping the boss happy. And, they’ve got to do all this while expanding business and maintaining about a hundred other balls in the air. So, it’s important that you work with your team to monitor their activity. You need to assign someone in your pharmacy that can help monitor sales activity and results and communicate this information to the sales team and other key stakeholders. This is a vital component to maintaining a healthy sales team and motivating high achievers. If you have a salesperson that has not met their sales goals for several months, take this information to evaluate their habits. They may lack training. I promise that if you invest a little time and money into your sales team to make sure they have been given the necessary tools to do their job, you will do better at monitoring them and ensuring they have what it takes to meet and exceed their goals. Your sales plan should include how you will communicate the plan to your staff and what tools and training they will receive to implement the plan. If your sales team isn’t given the tools to execute the plan, or the plan hasn’t been clearly communicated to them, then more than likely they can’t achieve what you want them to. Your sales team needs to know. Their Target Market Is it the patient or the physician? What product do you want your sales rep to promote? Is it a patient driven service such a BHRT or Veterinarian? Is it a physician driven product?

PMQuarterly.com | Winter 2015

What Motivates the Customer to Buy or How do You Get Physicians to Send Referrals to You. Pricing? Convenience? Do you offer free delivery? Do you have a drive-thru or curbside assistance? Quality? Are you PCAB? How Will the Sales Reps Results Will be Measured. Make sure you pull weekly reports for your sales team to see. This will help them to see if their sales efforts are paying off. How Will They be Rewarded. Sales Representatives are motivated when they are incentivized. I recommend incentivizing them based on total revenue on a monthly basis. One of the simplest and least stressful ways to grow your revenue is to provide existing services to the clients you already have. It is much easier to sell to a provider that is already familiar with you and your services. Not only do they know the quality of your products and services that you provide but you don’t have to spend additional time building rapport and gaining their trust. I do what is called a “touch point” program. I visit my top accounts at least once a month, if not more. One out of those four visits is what I consider a “thank you” call. I normally go in with a cookie tray or if it is a small office, I will take them milk shakes to show my appreciation. Make sure you always thank them for their business and find out if they have any needs or any customer service

issues, delivery issues, etc. Don’t feel like every time you go into one of your top writing offices that you have to sell them something. You want to constantly nurture your relationship with that office and continue to build trust. You don’t want to be the sales rep that they dread to see walking through the door because you are always trying to sell them something. Always write a hand written thank you card after meeting a new physician. Have a sales plan and strategies. Increase Awareness in the Marketplace and Community. Attend Trade Shows and Conventions Attend Chamber of Commerce Events and New business ribbon cuttings. Volunteer at non-profit organizations The final part of your sales plan must detail a timeline for implementation. It is best to show a week-to-week schedule. Keep it handy, revisit it and revise it on a regular basis. Together you and your team can achieve remarkable results.

Whitney Larkin Gale graduated from East Tennessee State University with a degree in Marketing Communications. She has been the Senior Sales Representative for ProCompounding Pharmacy in Johnson City, TN since 2007. Whitney has been a speaker at two PCCA Marketing Symposiums and has attended numerous compounding educational events. She is a member of IACP and serves on the IACP Foundation Rx Mixer Committee.

Women’s Health

A Change is Coming...

Topi-CLICK® 16

Winter 2015 | PMQuarterly.com

www.Topi-CLICK.com

KEEPING EM’ HAPPY AND WINNING EM’ BACK by Amanda Addington

As marketers, we all strive for new business so we can grow. In most cases, the majority of our sales and marketing efforts are spent towards developing new leads and obtaining their business. It’s very rewarding to walk in and land a new account. However, getting new business won’t matter if you don’t retain and build loyalty among your other accounts. The key is to build your business while strengthening and deepening your relationships among current accounts. Then you will truly grow your business. What happens when a good account quits writing? What about when an account dwindles down and simply goes away? What about an old account that has done business with your company for years but suddenly starts using your competitor? Are these accounts gone for good or can you salvage them? You ALWAYS have a chance to win back lost customers - but it’ll take time, attention and effort to do so. First, knowledge is power. You must know your market. Who are your largest accounts? Your oldest accounts? What accounts could be doing more? Who are your competitors? What is your competitive advantage? Keep notes and records on each account so that you know who the decision makers are, what products they use the most, and what potential growth they could have. And know them well enough so that when one stops using your company, you can act promptly to earn their business back! Next, make a list of all active accounts and make sure your top accounts are all satisfied and happy with your pharmacy. Monitor your doctor usage reports on a monthly basis, so you know where your business is coming from and which clients you need to be seeing on a regular basis. It’s a good idea to devote at least one day a week to account maintenance. Follow up with these top accounts so they know they are getting your time and attention. They will appreciate the visit and will know they are a priority to you. These reports, when regularly monitored, can tell you when your top accounts start declining. When an account stops doing

business with you, examine why. When you identify that you have lost or are losing ground with an account make contact with them immediately. Is there is a reason? Is it price? Is it service? Quality of the product? It’s your job to win that business back. You have to prove that you want their business and that it is important to you. You need to do your research to see why they went away. Talk to your people - do we know why they stopped writing? Are they aware of any issues or things that went wrong? Talk to the practitioner and their staff and do your homework to find out the reason. By listening to their concerns and acting on them, improvements can be made. Then develop a strategy to win their business back. You have to work a little harder to get them back, but you can do it. If a mistake was made or a situation wasn’t handled properly - own up to it, offer an apology and take responsibility to remedy it. Don’t be afraid to ask the practitioner, “What can we do to win back your business?” Empower them to be part of the solution and come up with a plan you all agree upon. Sometimes people forget about you. Don’t take accounts for granted. It’s easy to get caught up in meeting new accounts and getting new business. The successful marketer allows time in their schedule for planning, for maintenance and follow up, and gaining new business. We live in a competitive world. Good service and follow through often separates you from a competitor. Don’t let accounts drift away, go after them!

Amanda Addington is the Director of Marketing and Sales at Oakdell Pharmacy in San Antonio Texas. Amanda received her Master of Science in Integrated Marketing Communications from West Virginia University. Amanda is a speaker for educational programs with pharmacy marketing and innovations within the field of compounding. She is a Charter Marketing Member of the ACA as well as an IACP Member and Rx Mixer Committee Member.

PMQuarterly.com | Winter 2015

GROUP VS. TEAM by Andrew Cole

Is your pharmacy staff a group or is it a team? To determine if your staff is a group or team depends on the culture of the pharmacy and whether there is a leader or manager. To most people the words group and team are interchangeable. Understanding the differences be and how it applies to your pharmacy could mean the difference between an employee getting their job done and the pharmacy accomplishing its goals. A group is two or more freely interacting people with shared goals and a common identity. A work group is very task oriented, work independently, with little collaboration, and often work in isolation. A frequent issue with groups is that members may be afraid to ask questions. Differing opinions or disagreements may be perceived as threats. The head of a group is a manager, and each member has their task, accountability, evaluation, and rewards. The main benefit of working in a group is that highly skilled employees become efficient in completing their task. Since there is little or no collaboration, there is less start up time to begin performing the task at hand. A few obstacles of a group include office politics, personality clashes, competition, win/loss attitude, delayed decisions, and conflicts that can lead to defensive reactions. When you work as a group, there is a risk of an interruption based on performance of other members. Since working in a group is based on individual goals, there is no ownership of conflicts that arise from other memberâ€™s performance. When it comes to interacting with customers in a pharmacy, if there is no ownership of issues, and one person is thrown under the bus, it looks extremely unprofessional for the entire staff. A team is two or more individuals with complementary skill, that hold themselves mutually accountable for common purpose goals and approach. A team embraces open communication, different perspectives, and take ownership, not only of their task, but the entire project as a whole. There is often a shared leadership role. Every member is aware of what each other is working on. Conflicts are embraced as creative problem-solving and ends in a constructive resolution. Teams are focused around synergy, which leads to a collective performance. To establish a team you need to: set clear 18

Winter 2015 | PMQuarterly.com

expectations, provide context, gain commitment, and build competence. A few examples of teams are football teams and a wolf pack. The benefits of a team include reduced expenses, quality of end product is improved, increase in employee involvement, reduced absenteeism, reduced conflict, enhanced creativity, and better flexibility. A strong team environment often encourages employee retention. Its not uncommon to see organizations improve results and decrease cost after they have re-organized. Understanding if you have a group or a team can facilitate the work getting faster and a higher level of quality. Time must be taken to establish both roles and goals to improve clarity. Any confusion about core elements may result to mediocre quality and poor productivity. Ask yourself do the members of your pharmacy work as a group or a team. Is everyone task oriented or our they goal driven? If someone is not there is the process still completed flawlessly? Is the conflict avoided? Do the members of the staff come to the leader with any issues or ideas? Why is teamwork important in a pharmacy? In a team, each member will have their roles, but take ownership over the entire process. The goal of a team in a pharmacy should be the customer receiving their medication without any issues or questions. This means roles can and will be shared. For example, a marketer could help with the front end customer service, assist in the compounding lab, or possibly process prescriptions. In the end, itâ€™s all about the patient receiving their medicine and having their questions answered in a fast and friendly process. Leadership must be an established shared role to turn a group into a team. Sharing this role leads to more collaboration, communications, and ultimately more innovations. A clear vision must also be present, and the goals must be clearly laid out along with what success will look like. Accountability is not just focused on the individual but is shared between the team collectively. This is important, because it discourages social loafing. Social loafing is when one or more member(s) of the group does less work because they are under the impression that other members will pick up the slack. This may have a domino effect. Conflicts

and problem-solving are embraced as a learning experience. When a conflict does arise, ask everyone as a whole what can be done to prevent issues like that from reoccurring. Remember a conflict is a good thing, because it gives you the ability to take corrective steps to prevent it from happening in the future.

There are five stages of team development: 1. FORMING 2. STORMING 3. NORMING 4. PERFORMING 5. ADJOURNING The Forming stage is like an orientation that is all about breaking the ice. Storming often occurs when there is a conflict. Storming is also seen with members of the team try to determine where they fit in the grand scheme of things. Then it is on to the norming stage, and it is all about encouraging order, cohesion, collaboration, values, and socializing. In the norming stage is when members begin to set aside differences and begin to understand everyone’s strengths and weaknesses. Norming can be a gradual stage and overlap heavily with the storming stage as conflicts erupt. Performing is when the work is done and is all about cooperation; problem-solving, and achieving goals. The end stage is adjourning. It occurs after the

task is completed, and goals are met. Adjourning also brings closure to the group. To recap, why is it important for your staff to work as a team? First, the customer doesn’t understand the difference between a processing tech, compounding tech, the front end tech, and the marketer. The customer just wants their medication and questions answered if needed, and if they see a tech or marketer stuck in there on their task, it could lead to a poor customer service experience. Where a team atmosphere in a pharmacy is all about the customer, and each member takes ownership of making sure the customer’s expectations is met. If you think your staff is more of a group than a team, take the time to talk with each of your staff, and ask them what it would take to get each individual on board. The first step to changing things is going to be establishing better communication. It maybe a challenge to get your staff to embrace the change, but in the end it will be a better working environment for the customer and workforce.

Andrew is the Director of Business Development at the Medicine Shoppe Pharmacy. He has received a Bachelor of Arts degree in Media Marketing and Management from Southern Illinois University, and a Masters in Business Administration at Universality of Illinois. Andrew is a central Illinois native. His sales and marketing experience has come from three corporations and state government.

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PMQuarterly.com | Winter 2015

MARKET WITH THESE UPCOMING OBSERVANCES Learn More at PMQuarterly.com/marketing-observances

February

March

April

• Children’s Dental Health Month

• Nutrition Month

• Autism Awareness Month

• Heart Month

• Foot Health Awareness Month

• Kids ENT Health Month

• Sexually Transmitted Infection Month

February 2 Groundhog Day February 6 Go Red For Women Day February 14 Valentines Day February 16 Presidents Day

March 1 - 7 Dental Assistants Recognition Week

April 1 April Fools Day

March 8 Daylight Savings Time Begins

April 3 Passover Begins

March 11 Registered Dietitian Day

April 5 Easter

March 15 - 21 Poison Prevention Week

April 7 World Health Day

March 17 St. Patrick’s Day

April 22 Earth Day

March 30 Doctor’s Day

THE PHARMER’S MARKET SoapBox Soaps We came across SoapBox Soaps at the NACDS Total Store Expo late last year. It’s our pick for the Pharmer’s Market because it combines the best of both worlds, for every soap product you sell, they give to clean water and sanitation initiatives all over the world and within the United States. MSRP: $4.99 to $7.99 https://www.soapboxsoaps.com/ The Pharmer’s Market brings you new ideas, products and services to your pharmacy. Have a suggestion for a future Pharmer’s Market profile? Email us at Scot@IACPRx.org

Winter 2015 | PMQuarterly.com

SAVE THE DATE FOR THESE UPCOMING PROGRAMS Learn More at http://www.iacprx.org/?page=11

Now, IACP is your one-stop shop for all things compounding! Compounder Calendar provides a comprehensive listing of compounding events and continuing education programs offered by IACP, state pharmacy associations, national pharmacy associations, IACP corporate partners and IACP affiliates.

FEBRUARY FEBRUARY 5 Philadelphia, PA Regional Education Meeting Location: Philadelphia, PA FEBRUARY 7 PCCA Canada Quick-Ed: Topical Compounding in a Day Location: Vancouver, BC FEBRUARY 9 - 13 PCCA Comprehensive Compounding Course (C3) Location: Houston, TX FEBRUARY 11 PCCA Webinar FEBRUARY 12 IACP AdvanCE Webinar: Ensuring Patient Safety and Quality Products–The Most Critical First Step FEBRUARY 13 PCCA Marketing-Sales-Business Location: Houston, TX FEBRUARY 13 PCCA PK Software Training Location: Houston, TX FEBRUARY 13 PCCA Advanced Compounding Techniques Location: Houston, TX FEBRUARY 13 PCCA Rx Skin Therapy Workshop Location: Houston, TX

MARCH 21 - 22 MEDISCA: 5th Annual Student Pharmacist Compounding Competition

FEBRUARY 23 - 27 PCCA Australia Comprehensive Compounding Course (C3) Location: Sydney

MARCH 19 IACP AdvanCE Webinar: Marketing Research for Compounding Pharmacies

FEBRUARY 19 - 21 HRT PCCA HRT Symposium 2/19/2015 » 9/21/2015 Location: Las Vegas, NV

MARCH 7 - 11 2015 AORN Surgical Conference and Expo Location: Denver, CO

FEBRUARY 15 Maryland Pharmacists Association Mid-Year Meeting Location: Linthicum, MD

FEBRUARY 24, 2015 PCCA Webinar FEBRUARY 25 - 28 Educational Conference 2015 Location: Ft. Lauderdale, FL FEBRUARY 25 - 27 PCCA Aseptic Technique Compounding Course Location: Houston, TX FEBRUARY 25 PCCA PK Software Client Webinar

MARCH 26 San Diego, CA Regional Education Meeting Location: San Diego, CA MARCH 27 APhA Annual Convention Location: San Diego

APRIL APRIL 16 Boston, MA Regional Education Meeting

MARCH MARCH 1 Pharmacy Compounding: Past, Present, and Future Webinar MARCH 2 Tampa, FL Regional Education Meeting Location: Tampa, FL

We are currently developing the 2014-2015 calendar. If you would like your compounding related events included, send an email to Macy Pruitt at macy@iacprx.org.

Lauren Onsa, Vice President of Compounding Operations at Clinical Compound Pharmacy What’s your workout routine like? I workout 4-5 days a week alternating between CrossFit in my home garage gym and spinning at a traditional gym. My work schedule is always changing, so sometimes I workout in the mornings and sometimes after work. How do you stick to it? I attribute a lot of my motivation to mixing up my workouts. It keeps things fresh and engaging. Friends and colleagues also play a role. Sharing my fitness journey with like minded people has created a strong support system. What advice would you give to someone just starting to get in shape for 2015? First and foremost I would give them a high five! They are taking the first step in making a positive lifestyle change! Find something you really enjoy doing. It will take the “work” out working out. Be patient. There is my favorite saying again “Rome wasn’t built in a day”. My experience with cross fit has proved to me my body is capable of doing things I never imagined I could do, but it took the course of a year to get there. If you put in the time you, will get the results! Celebrate your progress! That might mean a new pair of sneakers or a glass of wine!

Jack Korbutov, Pharm.D. Owner of The Art of Medicine How long have you been focused on your training? I have been doing CrossFit style training for about 2.5 years now. After spending a year at a local CrossFit, I found it to be the most rewarding and efficient workout available for my lifestyle. This passion carried over into starting my own CrossFit on the other side of the city. We opened in September, 2014, and it’s been great since! How do you fit it into your schedule? One of the most beneficial parts of owning and managing a compounding pharmacy is the great hours. Our 9-5 workday allows plenty of time for exercise, before or after filling scripts. How does sticking to your routine make you a better pharmacist? I could write a novel on this. Having a consistent exercise routine works wonders for the mind, body, and soul. Let’s face it, being a pharmacist and entrepreneur, a lot of stress accumulates. Having a place to expend physical energy helps the mental side tremendously. For me, the hour at CrossFit Rittenhouse is like meditation. It allows me to escape the stressors that add up during the day and helps me manage my stress in the most healthy way possible. I can honestly say I wouldn’t be able to serve my patients the same way without the fitness part of my life. Have a fitness routine that you want to share? Upload your story and pictures to our Facebook page, http:// Facebook.com/CMQuarterly.

IACPRx.org | Winter 2015

STICK TO YOUR FITNESS RESOLUTIONS One week into the new year and already you’ve chowed down on a dozen brownies and missed going to the gym? Don’t be too hard on yourself, but don’t give up on the diet and exercise resolution either. Keep trying, and remember that you’re human and prone to setbacks. Don’t let a failure to stick to a plan one or two or even a few days derail you from picking up and trying again. FOLLOW THIS ADVICE: Be realistic. If you’re trying to drop 20 pounds, don’t try to lose it all in a month. Set your sights on losing no more than a pound or two a week. Set specific goals. Don’t say you’ll exercise more.

Instead, commit to walking 30 minutes during your lunch break three days a week. Find a partner. You’ll find sticking to your resolutions easier with a mutual support system. Get together with a buddy who’s trying to accomplish the same goals and give each other encouragement and company. Log your progress. Writing down how much weight you’ve lost, or how many times you’ve gone to the gym in the past week gives you a sense of accomplishment— and the encouragement to keep going. Also, it helps you to track any trouble spots and allows you to find solutions. WE ASKED TWO IACP MEMBERS HOW THEY STICK TO THEIR FITNESS GOALS.

Wiinter 2015 | IACPRx.org

Kate’s Inspiration Board

1. GOATS: Like many compounders, I enjoy animals and their antics. Goats tend to be smart, mischievous and very acrobatic. What isn’t to love!? 2. WINE: I love wine because of the science behind its quality. One small change in how it’s made drastically changes its flavor. There is so much to know about wine: the growing of the fruit, the science of creating the wine, the fun of pairing with different foods. It inspires my travel, but mostly I love to share the experience with friends and family at home. 3. OREGON STATE BEAVERs There isn’t anything like the energy of a college football game! I love that feeling, especially on those occasions when we win! 4. MEXICO, INDIA AND TRAVEL IN GENERAL: Travel is an adventure in experiencing new things for our senses, learning about other cultures and being in the moment. One of our favorite things to do while traveling is see how other people solve familiar problems. For example, how a bridge is designed, how large amounts of food are prepared, how a home is heated or cooled. 5. MOTORCYCLING: A friend of ours once said that “riding a motorcycle is a great way to move through space.” Say it slowly in the voice of Matthew McConaughey. I can’t describe it any better than that. 6. SCIENCE FACTORY CHILDREN’S MUSEUM: Engage! Excite! Inspire! Now that our daughter is grown, I need other things as worthy as her to focus on when not compounding. Science and life-long learning are passions of mine, so helping at The Science Factory makes perfect sense.

Jennifer L. Petska, CPhT is the newest member of the IACP and IACP Foundation. Jennifer received a Bachelor of Science degree in Biology from University of Minnesota Duluth and is a Certified Pharmacy Technician. She was born in Columbus, MS and moved many times growing up as part of an Air Force family. She currently lives in Minneapolis, MN.

IACPRx.org | Winter 2015

PERSONALITY OF PERSONALIZED CARE: KATE JAMES, R.PH. FIACP by Jennifer Petska photo by: Amanda L. Smith

Kate James, R.Ph. FIACP, has pharmacy in her blood. A graduate of Oregon State University, Kate and her husband William own and operate Broadway Apothecary, a compounding pharmacy, in Eugene, Oregon. Broadway Apothecary was the first PCAB-accredited pharmacy in the state of Oregon and Kate is known within the industry as a speaker, leader, award winner, fellow, friend and trusted colleague. But, perhaps, it’s Kate’s personal side that’s most interesting. I sat down with Kate to ask her what inspires her during her “off” time. The following are things that inspire her!

Winter 2015 | IACPRx.org

WILL YOU BE ATTENDING THE EDUCATIONAL CONFERENCE OR COMPOUNDERS ON CAPITOL HILL? I will attend both the Educational Conference and Compounders on Capitol Hill. They both provide different unique networking and learning experiences that are invaluable to my practice. I always return with a wealth of knowledge I received from both colleagues who have attended the meetings as well as from the meeting lectures.

IACP_2015_CCH_IJPC_FullPg_Ad_r_Layout 1 8/12/14 3:41 PM Page 1

E D U C A T I N G

A D V O C A T I N G

N E T W O R K I N G

J U N E 6 - 9 , 2 0 15 ~ WAS H I N GT O N , D C

WHY DO YOU ATTEND IACP EVENTS? I attend IACP events to learn, serve, and network. IACP has been instrumental in my professional growth through their conventions and networking with other pharmacist across the United States. Additionally, IACP has allowed me to serve on their Board of Directors, which allows me to contribute to the organization that protects and serves compounding pharmacy. There is nothing more gratifying for me than to be able to give back to my profession that has done so much for me.

Scot Maitland is the Director of Communications and Publications at the International Academy of Compounding Pharmacists and Editor of Pharmacy Marketing Quarterly and Compounding Matters Quarterly.

R E N A I SSA N C E WAS H I N GT O N , D C To register for CCH, visit

iacprx.org/cch

106.13.143 IACP – Full Page 4/c (8.5 x 10.875”) – IJPC • bertsDesign 713.825.5002

All new for 2015

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We’re Just Getting Started… Topi-CLICK® revolutionized topical dosing. We are pleased to introduce the next generation in CLICKing technology! Topi-CLICK® 140 140mL + Click-Assist™ Patient Feedback Technology Pain Management / HRT / Wound Care / Scarring

Topi-CLICK® 35 35mL + Click-Assist™ Patient Feedback Technology The original only better!

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Topi-CLICK® 140 (0.5mL/CLICK)

Topi-CLICK® 35

Topi-Tips™

(0.25mL/CLICK)

Nozzles Designed for Quick and Efficient Filling New larger size for filling the TC140

Topi-Tips™ Standard

Topi-Tips™ XL

Expect new products soon in the area of Women’s Health, Veterinary and Filling Solutions. As required for compounded prescription pharmaceuticals; verify the formulas and the weight to volume conversions before dispensing to patients. The FDA has not evaluated the Topi-CLICK® and use with prescription pharmaceuticals should always be evaluated by a licensed pharmacist.

Protected by U.S. Patent Nos. 7,213,994 and 7,303,349 All items 2006-2014 by Custom RX TDA, LLC.

IACPRx.org | Winter 2015

WHAT WORKS FOR ME: ANDY RUIZ, PHARM.D. by Scot Maitland

TELL US ABOUT A CLINICAL SITUATION THAT CAME UP IN YOUR PHARMACY AND HOW DID YOU HANDLE THE PROBLEM? I recently received a patient informing me that they were no longer feeling the same on their BHRT. This was not usual as the patient had been compliant and not experienced any issues or complications for at least a year. Upon further questioning, I discovered she had been experiencing severe allergies and started over the counter allergy medicine. The medication was causing dry mouth, and she began to chew and spit out the remaining RDT. I discussed with her options and decided we could reformulate her dose into a sublingual liquid. I spoke with her prescriber to authorize the therapeutic interchange, and her prescriber informed me they had been noticing an increase in patients reporting similar stories. I informed them of my findings and what we could prepare for those patients experiencing the dry mouth. This interaction resulted in a larger than expected chain reaction with a number of patients converted to the liquid and reported improved outcomes once again. WHAT RESOURCES DID YOU USE? I had used the International Journal of Pharmaceutical Compounding (IJPC) as well as a number of other published pieces medical literature to aid in my formulations of the sublingual liquid. HOW DOES BEING A MEMBER OF IACP HELP YOU WITH SITUATIONS LIKE THESE? Being an IACP member helps me with these situations since I am able to rely on IACP affiliates such as IJPC. Being an IACP member has also helped me solve similar situations by being able to contact colleagues across the US for ideas and assistance. These tools have proven to be invaluable to my practice. WHAT ADVICE DO YOU HAVE FOR FELLOW COMPOUNDERS WHEN IT COMES TO UNIQUE PROBLEM-SOLVING? In this time of personalized medicine, we as compounders have a large advantage in patient care. We solve healthcare related problems with our compounding skills, which is both art and science. However, we must base our compounded preparations on the available medical literature. In order to practice evidence-based medicine we must be able to source, understand, and apply the primary literature. This is no easy task yet critical in patient care as well as for the advancement of compounding pharmacy. Our use of evidence-based medicine to contribute to personalized medicine will continue to legitimize compounding pharmacy, as well as fend off continuous attacks from outside entities.

Winter 2015 | IACPRx.org

hours in your head trying to solve problems and even prevent things from happening. I’ll speak to this from a professional and personal side. In the pharmacy, it’s easy for me to take on a project after project. During the process, it is critical to involve everyone on staff. If they see why you are so excited about the latest program, you are implementing they will be more dedicated. Dedication breeds success. If you need to justify staff involvement to a supervisor, just focus on this premise. You can’t argue with it. The other part of this is personal. Simply put, my parents are amazing. There I said it. They made me the woman I am today, and I’m never going to stop relying on them either (sorry Mom and Dad; ). I am not too proud. When my days are long and tough, I am not afraid to reach out and ask them to pick up my little guy from daycare. It’s not failure. They are grandparents. That’s why they are around. I understand that not everyone has this luxury, but I am equally baffled why some of us who do are resistant toward it. You like to know that people rely on you. It gives you a sense of purpose and sometimes when things are tough it is the singular factor that makes you push through. The same is true for parents and those who care about you. Don’t rob them of their chance to continue to matter. Unfortunately, many of us are guilty of becoming set in our ways. Trying to become so self-sufficient sometimes leads to ignorance. Again something I can attest to. I was set in my ways as a practicing pharmacist. I sat around and complained about reimbursements and not being respected. Here’s the real deal when I started talking to people, not inside the four walls of my pharmacy. I found out not everyone thinks the way I do. #shocker. But, this shouldn’t be so surprising. I was ignorant. This kind of goes back to my first point about having your voice heard. Sometimes it is more important to open your ears than your mouth. Taking all aspects in can lead you to making an even more powerful point.

B E N E F I T I N G

T H E

I A C P

F O U N D A T I O N

1 1 TH A N N U A L R X M I X E R P R E S E N T S :

SUNDAY, JUNE 7, 2015 6:30PM – MIDNIGHT RENAISSANCE WASHINGTON, D.C.

S AV E

T H E

D AT E !

If you try and do it all on your own, you will probably find yourself in a padded room. This is not meant to be a shot to mental illness. This is a fact. You can drive yourself into a state of unrealistic views and unrealized expectations. Bottom line, depend on others and don’t be frustrated when others depend on you. Let them lift you up when you are struggling or even better when you are on the way up. Reciprocate when you can. I am so blessed to have so many people encouraging me. You can’t do it alone. No one can. I am successful in every aspect of my life, and gratitude is due to all those around me.

Jamie Mitchell is a clinical community pharmacist consultant with Creative pharmacist. She believes in connecting pharmacists to each other in hopes to collaborate and develop best practices in community pharmacy. A practicing, licensed pharmacist in both Louisiana and Mississippi. She is a true patient advocate and a proud mama. Her passion runs deep with furthering the practice beyond the pharmacy walls. Jamie is the lead organizer on the first ever Pharm2table summit focusing on rebranding the profession.

IACPRx.org | Winter 2015

I NEED HELP, AND THAT’S OKAY (BECAUSE YOU DO, TOO). by Jamie Mitchell, R.Ph.

Let’s face it people always say, “I wake up in the morning and immediately start going over the list of things to accomplish for the day.” Truth be told how many of you wake up and immediately start thinking about how soon you can crawl back in bed and hide from everything requested of you. We eye the clock and count down... 3PM only a few more hours... 6PM.... not too much longer before I can shut my eyes... Let me say, I hear ya. I’ve been there. Heck, I’m STILL there some days. It’s scary out there. And I guess I have this ongoing fight with myself in which I am frustrated that I can’t do everything myself but also struggle because, at a subconscious level, I don’t want to do everything by myself. Let me offer a little background here. I am an only child. I am a single mom. I am an independent pharmacist. Do you see a pattern here? It has taken me quite a while, but I’m here now to testify “you can’t do it alone”. Maybe I’m a walking contradiction here, but I did come to a breaking point. As much as I have just described myself as “only,” “single,” and “independent,” I reached a point in my life where I realized that these monikers were not absolute. That was my breaking point. And I mean a real, literal breaking point. I broke my leg. Long story short: #WarriorDash2012. Adrenaline pumping, wall climbing, Pharmacist Jamie the Conqueror. Then I discovered that Redbull does NOT give you wings. My breaking point involved a compound fracture of the tibia and fibula. One rod and three pins later, I arrived at my epiphany: You can’t do it alone. No matter who you are or what you do. Personal, professional, life in general. And thinking about it now, why in the world would we want to do it alone?

We have built our entire civilization on the premise of cooperation. Early tribes were able to thrive because we learned to communicate best practices amongst each other. We partnered on the hunt, we partnered on the gather, and we partnered on the bounty. We as humans are unique among the creatures of this Earth as we are all blessed with the dual elements of personal drive tempered by the ability and need to engage in collaboration. So, from my painful yet constructive revelation, here are the are five things I want you to keep in mind when you feel like you may be alone on an island out there: There is strength in numbers. I know that this sounds cliche. Sometimes things are cliched for a reason... because the things are true. I have found a renewed sense of purpose by connecting with like minded people. Yes, most of this was accomplished through social media (Twitter), and I’m not ashamed to admit that. Why would I be? Social media have provided me a window to find so many pharmacists and others invested in the future of the profession. It’s refreshing. I discovered that if I start sharing my passion and ideas that my peers do want to listen. More importantly so much support has come from my buds that I am more inspired to continue blogging and reaching out. We are not meant to be alone. We were created to develop relationships with others. It’s fun. It’s ok to play. You cannot work all the time. Companionship is good for the soul. Laughing and sharing experiences with other people will continue to drive the “why” we go through this crazy life. I work hard so I can play equally as hard with my family and friends. And sometimes I play while I work. Yes, this is OK too. 3. If you try and take on everything on your own, you will be overwhelmed. Period. No denying it. You can spend

Wiinter 2015 | IACPRx.org

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To that end, there are five basic principles that IACP has identified as battles we will and must fight for all compounders. 1. Compounding and delivering a preparation of an “office-use” medication for administration to or treatment of a patient in a prescriber’s practice shall be subject to the exemptions provided for within 503A in those states where permitted by state law, regulation, or rule. 2. The inspection of a traditional compounder by the FDA shall be conducted using the standards established in USP <795> and USP <797>. Only upon the determination of a state Board that the compounder is engaged in manufacturing shall the FDA conduct inspections of traditional compounders using CGMPs (Current Good Manufacturing Practices). 3. The determination to use an Active Pharmaceutical Ingredient (API) to achieve the desired therapeutic results shall be the sole responsibility of the compounder so long as the API is obtained by an FDA registered supplier and is accompanied by a valid COA. 4. The dispensing of a compounded preparation to an individual patient located in another state shall not be impinged or restricted by any FDA Memorandum of Understanding nor shall such dispensing activities be used in the calculation of any limits as may be proposed. 5. The compounding and distribution of preparations by 503B registered outsourcing facilities shall

not be dispensed to individual patients unless the outsourcing facility is also registered as a pharmacy and those dispensing activities subject to the oversight of a state Board of Pharmacy. As those battles are fought, there are things that you can do to help assure our collective success. Educate yourself and your colleagues by using the updates, newsletters, conferences, and webinars IACP has available at www.iacprx.org. Be ready to call, write, e-mail and FAX your Congressman and Senator to let them know how important their support is in making technical corrections and clarifications to the DQSA. Commit financially with a donation to the IACP One Fund, a financial reserve overseen by the IACP Board of Directors to hire lobbyists and advocates when needed. Tell your patients about the Partnership for Personalized Prescriptions consumer website http:// prescriptionpartnership.com/ where they can sign up and be ready to let legislators know how important it is to have access to compounded medications. Most importantly… keep the faith and don’t give up. IACP has your back.

David G. Miller, R.Ph., is the Executive Vice President and CEO of IACP. Whether working on legislation on Capitol Hill, acting as compounding pharmacy’s liaison to other pharmacy and medical organizations, or defending against voverzealous government regulation, his primary responsibility is always keeping the professional and proprietary business interests of IACP members first and foremost.

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corrections to the DQSA, that specifically permit office-use where provided for within state law. BULK INGREDIENT LISTS As pharmacists, selecting the appropriate active and inactive ingredients, bases, flavorings, fillers, and binders, is all part of the compounding process. Using an Active Pharmaceutical Ingredient (API), more commonly referred to as a “bulk drug”, is part of the clinical and professional decision-making process. Within section 503A of the DQSA, compounders are limited in their use of APIs. Only those APIs that have a USP monograph or are components of previously or currently FDA approved drugs or are reviewed and approved by the FDA and published in a list may be used. APIs for homeopathic drugs and nutritional products without monographs are, for now, technically “unusable” in compounding. Twice in the past year, the FDA requested submissions of APIs to be reviewed for the list and received thousands of drugs. Unfortunately, there is no timetable established for the review of those API submissions nor has Congress or the agency provided for any exemptions or exceptions to the use of APIs under consideration during that review process. That represents another significant problem for practitioners. For example, methylcobalamin is commonly compounded for the treatment of a variety of conditions. It does not have a USP monograph. It is not a component of a formally approved FDA drug product. It, therefore, has to be reviewed by the Pharmacy Compounding Advisory Committee that was appointed at the very end of 2014. What does a compounding pharmacist do? Tell the patient and the prescriber that they can no longer continue to provide a much-needed medical treatment simply because it “isn’t on the list yet.”? The FIX DQSA stakeholders alliance is working on this issue as well. One recommendation is that clarifying language be enacted within 503A or direction be given that to the FDA that compliance with the bulk ingredient selection guidance provided for within the national standards of USP General Chapters <795> and <797> is sufficient to justify the use of an API. As part of that work, the alliance is putting together lists of these medicines and will be, when appropriate, having consumers, patients, caregivers, prescribers, and pharmacists all contact their Congressional representatives to preserve access to those and other treatments. But for now? It’s another case of potentially complying with state law that requires the provision of care and treatment to a patient using the best and most appropriate therapy available – in this case, an API for a compound – while violating a federal law enforceable by an agency that has yet to decide on whether those APIs are appropriate. THE MEMORANDUM OF UNDERSTANDING Of all the components of the reaffirmed section 503A that may substantially disrupt the accessibility to compounded preparations is the one outlined in the law’s provision for a Memorandum of Understanding (MOU) between the FDA and individual states. As written in the

DQSA, a MOU will be agreed upon by the FDA and each state that will govern the quantities of a compounded preparation that may be distributed in inter-state commerce and will also determine how and who will be responsible for the monitoring and enforcement of compliance with state and federal laws and standards affecting compounders. The MOU has the potential to nearly eliminate all interstate shipment of a compounded prescription. Although no MOU exists at present – no state has been provided a copy of the an agreement by the FDA nor has the MOU been published for public comment at the federal level – it is entirely possible that a pharmacy may have to curtail dispensing and shipment of prescriptions to a patient or practice located in other states. When comments were requested on the implementation of 503A in early 2014, IACP identified and requested a response to a discrepancy of terms within the law itself. In the section related to the MOU, the limitations on interstate shipment apply to compounded medications that are “distributed.” Patient specific prescriptions are “dispensed.” Just as practicing pharmacists know very well that paying attention to the details of a formula is critical to the protection of the patient, paying attention to the legal definitions of words is critical to IACP for protecting its members. Does the use of the word “distribute” imply that yes, Congress did intend for office-use? Is the FDA going to interpret “distribute” to include all patient-specific prescriptions mailed or delivered across a state’s border? Right now, we don’t know. Nobody knows. There is no draft MOU to review nor is there any indication when that might be published despite requests for status updates by Congressional offices. The MOU’s potential, for disrupting patient access, isn’t limited to pharmacies. Because section 503A applies to all practitioners engaged in compounding in all settings – doctors, nurses, physician assistants, dentists, hospitals, clinics, ambulatory surgery centers – the MOU will apply to them as well. Since the MOU is being created by the FDA in conjunction with the National Association of Boards of Pharmacy, IACP and many other associations are asking “how will a state Board of Pharmacy oversee compliance with that agreement when they have no authority over doctors, nurses, physician assistants, dentists, etc? Of all the components of the DQSA and section 503A in particular, the Memorandum of Understanding is the one area where there will likely be challenges in court by both practitioners and states who are seeing their authority eroded by a federal agency. WHAT’S NEXT? Over the coming year, the FIX DQSA initiative will be the top priority for IACP. In addition to our work with other associations and our own independent lobbying efforts, keeping pharmacists informed about the uncertainties we identify within section 503A, the FDA’s interpretation and enforcement actions, the conflicts with existing state laws, the promulgation and enactment of new and possibly conflicting state laws and regulations, is critical.

IACPRx.org | Winter 2015

STANDING TOGETHER FIXING THE DRUG QUALITY AND SECURITY ACT! by David Miller, R.Ph.

Clearly there are always unintended consequences of any legislative or regulatory act that’s taken in the heat of battle. Richard Grasso, former CEO of the NYSE

Office-use is not addressed at all by the law. It is neither permitted nor prohibited. Prior to the DQSA’s final vote, several Senators and Congressman read specific language into the Congressional record that state, in essence, that nothing in the reaffirmation of section 503A was intended to override or change existing state laws or practices related to office-use. Even so, the final wording of the law is open to interpretation.

Then came the New England Compounding Center crisis in October 2012. For the next year, legislative debate, regulatory agency finger pointing and blame shifting, and continual cries from the media, to “do something” to prevent another such tragedy all culminated with the passage of the Drug Quality and Security Act of 2013 (DQSA). DQSA reaffirmed the original section 503A with only minor modifications, created a new section called 503B that established sterile drug outsourcing facilities, and formally codified the track-and-trace system to preserve the integrity of the United States drug supply system.

Section 503A considers all compounded preparations “new drugs.” In order for a compounder to be exempted from many of the requirements that manufacturers must comply with when introducing a new drug into the market, the compounder must adhere to the terms of section 503A. In order to qualify for the exemption, Congress used the specific wording that compounds must be for individual patient-specific prescriptions.

When Congress enacted the Food and Drug Administration Modernization Act (FDAMA) in 1997, it created the first formal federal authority over the compounding of medications in the United States by adding section 503A to the Food, Drug and Cosmetic Act (FDCA). While that law remained on the books, court challenges to various section of the law essentially rendered 503A unenforceable in many states.

So, here we are today with an “old-is-new-again” law that contains most of the flaws and inconsistencies it did in 1997, doesn’t contain or reflect the current state of compounding and health care practice, and leaves in its wake more uncertainties than it provides clarity. In November of 2014, IACP formally launched it’s FIX DQSA initiative, an effort to address the problems the Academy was seeing as the law was implemented by the FDA. The first and most important part of that initiative was to establish an alliance with more than 25 medical and pharmacy associations who were already seeing the unintended disruptions to patient care and access to compounds, disruptions that Congress never intended. What are some of these problems? What’s going to happen? OFFICE-USE One of the biggest and most confusing issues within the DQSA and section 503A is whether or not officeuse – the prescribing and delivery of a compounded medication to a prescriber for administration to or treatment of a patient in a practitioner’s office – was still permitted.

On September 15, 2014, the FDA responded to a series of Congressional letters that their interpretation of 503A is that office-use is not permitted under federal law. Those letters, sent at the request of IACP and its membership, were essential to having a clear statement by the FDA as to their position. So, on the one hand we have Congress saying in the record “we do not want office-use to go away” and on the other hand we have the FDA saying “we say it has.” To make things even more complicated – and confusing – many state Boards of Pharmacy are enacting new rules and regulations that clarify that office-use is permitted within their state. In 2014, three states passed formal legislation that codified office-use as a permissible compounding activity. It’s that “state: okay, federal: not okay” dilemma that must be resolved by fixing the language within the DQSA or obtaining clear Congressional directives to the agency. Rather than providing clarity, the DQSA has placed practitioners in the unacceptable and untenable position of following a law while still breaking another law. On December 11, 2014, IACP, and 22 other professional organizations sent a formal request for clarifying action on this issue to Senate, the House of Representatives, and the FDA. We’re waiting for a response from the new Congress and will push for, if necessary, technical

Wiinter 2015 | IACPRx.org

“YOU ARE MY HERO!” IACP Corporate Partners Help Protect the Future of Compounding. For the past 20 years, the International Academy of Compounding Pharmacists (IACP) has worked to protect pharmacists’ right to compound, and to advance the art and science of pharmacy compounding. Whether we’re in the halls of Congress, working with state pharmacy boards, associations and regulatory agencies. Or, helping to spread the good news to patients and practitioners about compounding and its invaluable place in the healthcare continuum, IACP is safeguarding the right to compound for patients, practitioners and communities. We are not alone in this mission. Our Corporate Partners are with us every step of the way, helping to ensure that compounding remains a viable healthcare option for all. The health of an association is often related to the company it keeps. IACP is very fortunate to have considerable corporate support – high-caliber organizations passionately committed to Protecting, Promoting & Advancing Pharmacy Compounding. To all of them, we say, “Thank you for making a difference for our profession!”

Become a Compounding Hero! For more information about IACP’s Corporate Partner program and to view a listing of our current Corporate Partners, please visit www.iacprx.org or email meridyth@iacprx.org.

WHAT TO DO IN FORT LAUDERDALE by Scot Maitland

Vacation or work? With the Educational Conference, you get both! This one-of-a-kind learning event is unique in that it affords the opportunity to learn during the day. While during the afternoon, you can connect with colleagues and enjoy an array of adventures. The Harbor Beach Marriott Resort & Spa offers a luxurious day spa and dining overlooking the Atlantic Ocean. But if you’re looking to spread your wings beyond the hotel, we’ve got some ideas for you!

INTRACOASTAL WATERWAY Navigate the canals that have earned Fort Lauderdale its nickname, “Venice of America.”

What’s not to love about the beach? If shopping isn’t your thing, check out Las Olas Beach and enjoy the sand and surf!Vacation or work? With the Educational Conference, you get both! This one-of-a-kind learning event is unique in that it affords the opportunity to learn during the day. While during the afternoon, you can connect with colleagues and enjoy an array of adventures. The Harbor Beach Marriott Resort & Spa offers a luxurious day spa and dining overlooking the Atlantic Ocean. But if you’re looking to spread your wings beyond the hotel, we’ve got some ideas for you! What’s not to love about the beach? If shopping isn’t your thing, check out Las Olas Beach and enjoy the sand and surf!

FORT LAUDERDALE ANTIQUE CAR MUSEUM 1527 SW 1st Ave, Fort Lauderdale, FL 33315 (954) 779-7300 www.antiquecarmuseum.org For the car lover, this is a must! LAS OLAS BOULEVARD Eat, shop and enjoy with over 30 al fresco dining options, 10 major international art galleries, 2 world class museums and 65 shops filled with fashion, accessories, gifts, and more www.lasolasboulevard.com EVERGLADES HOLIDAY PARK 21940 Griffin Rd, Fort Lauderdale, FL 33332 (954) 434-8111 www.evergladesholidaypark.com Hope on an airboat and take in some of the wildlife! LAS OLAS BEACH What’s not to love about the beach? If shopping isn’t your thing, check out Las Olas Beach and enjoy the sand and surf!

Scot Maitland is the Director of Communications and Publications at the International Academy of Compounding Pharmacists and Editor of Pharmacy Marketing Quarterly and Compounding Matters Quarterly.

Winter 2015 | IACPRx.org

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IACPRx.org | Winter 2015

Save the Date!

Fort Lauderdale, Florida ~ February 25-28, 2015 Bringing the pharmacy profession together in paradise.

Winter 2015 | IACPRx.org

about?” and “What charity do you care most about?” and “Who at this conference would you most like to be connected with?”That way, you get people talking about something they really care about, and you can form a more meaningful relationship faster. Of course, the most important question you can ask of someone is, “How can I help you?” When you ask these questions, listen well, and be genuinely interested. This will make a difference for you. 6) Tweet away using the conference #hashtag. It’s impossible to connect face-to-face to everyone at a conference. One way to connect with more people is to “live tweet” throughout the day using the conference hashtag. You’ll pick up followers, find new and interesting people who are also tweeting, and supplement your learning. This Thursday, I’m keynoting the New York Business Expo (along with my childhood hero Doc Gooden by the way- super excited!) and if you’re not around, you can follow along anyway on Twitter using #NYEXPO. 7) Have a signature style. I have 29 pairs of orange sneakers and shoes, and I wear one to every conference I speak at or attend. It’s noticeable, it’s memorable, and it’s a often a conversation starter. It was my orange shoes that got

the attention of a prominent investor at a conference recently, who ended up funding my new company. Of course, this doesn’t mean you should go out and buy orange sneakers - but you should think about how you can differentiate yourself. Whether it’s a certain color tie you wear, signature earrings, or a blazer having a signature look will help you stand out from the masses at conferences, meet more people, and be remembered. Above all else, when you attend a conference, have concrete goals in mind for your networking in advance, be both interesting and interested, and spend time to get to know people and help them. If you follow these simple tips, you’ll be able to meet more people and get more out of each conference you attend.

Dave Kerpen is an entrepreneur, author and former reality television personality. He is currently the CEO of Likeable Local, a social media software company for small businesses, as well as Chairman of Likeable Media, a social media marketing firm and author of the 2011 New York Times bestselling book, Likeable Social Media, as well as the 2012 book, Likeable Business, and the 2013 book, Likeable Leadership.

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IACPRx.org | Winter 2015

7 SIMPLE WAYS YOU CAN GET MORE OUT OF CONFERENCES by Dave Kerpen

It’s that time of the year: the leaves are falling off the trees, the weather outside is getting colder, and your calendar is packed with conferences and events before the holiday season slows things down next month Many business professionals and small business owners spend time every year attending conferences. I’ve attended and spoken at over 250 conferences in the last fifteen years. And while it’s great to be inspired and to learn at conferences, the most valuable asset of a conference is the people you meet and the relationships you can form and nurture. Here are 7 simple ways you can get more out of the conferences you attend: 1) Research speakers and attendees ahead of time - and reach out. A week or two before the conference, look at the speaker list and, if available, the attendee list. Research the people you’d most like to meet and spend time with, and then reach out via email, Twitter or LinkedIn. Figure out how you can truly help them and then offer your help. By showing your friendship first, you’ll be differentiating yourself from everyone else, who just wants to get something from them. Set up a 10-15 minute meeting over coffee or a drink. That way, you won’t have to scramble and compete to get their attention once at the conference. 2) Use social media to connect with and compliment the speakers. Chances are, you want to meet and network with speakers even more than with fellow attendees. But so does everyone else. One of the best ways to grab a speaker’s attention is to engage with him or her on Twitter before the conference, and pay him/her a

genuine compliment before or during the speech. I’ll often then send a private message on Twitter to set up a meeting, so that I don’t have to fight through the crowd after his/her speech for 2 meaningless seconds of conversation. 3) Skip a panel or two and hang out in the break room. As valuable as the content of a conference can be, if you’re there to meet people, it can be more valuable to hang out outside the panels, in the break room, trade show floor, or by the coffee or snacks. There, you’ll have more time to meet people - a speaker who’s just arrived, or an attendee who stepped out to take a phone call, or a sponsor you might be able to partner with. Most conferences have built-in breaks and networking time, which can be very valuable. But consider making more of this time for yourself - you can always get the notes from that panel later. 4) Forget just giving out business cards - collect them. The traditional thinking for conferences is “Bring lots of business cards to hand out to everyone you meet.” I bring my business cards to conferences. But I’d rather be in control of who I connect with - collecting cards from the people I most want to stay in touch with. So, do ask each person you meet for his/her card- and then, do connect with them on LinkedIn either after the conference, or right then and there. Always include a personal message when connecting. 5) Ask meaningful questions of the people you meet. Everyone else is asking, “Where are you from?” and “Where do you work?” and other small talk at conferences. Larry Benet taught me to ask better questions, such as “What are you most passionate

Winter 2015 | IACPRx.org

Join PPP at www.PrescriptionPartnership.com, today!

A NOTE FROM THE PRESIDENT The beginning of a new year is always a good time to peek back at the previous year to review lessons learned and progress made in order to help prepare a plan for the future. My predecessors, Wade Seifert and Pat Stephens, helped navigate the waters through crisis mode in 2013 and damage control in 2014. These servants need to be applauded and thanked for their diligence. While the intensity level of the storm has died down, it is time for IACP to set a solid plan for the future and replenish our war reserves for the next looming battle. The planning for 2015 actually began early in 2014 with some tweaks to our by-laws and governance policies. Then in July, a work group convened in Chicago to lay out a strategic plan for the next three years. Before the ink was dry, the plan began to be put into motion. Since government affairs is always a key component of IACP’s activities, a Legislative Committee was formed under the excellent leadership of Scott Wepfer, to monitor legislation and make recommendations to the Board for our legislative agenda. A key component to our strategic plan is to be very intentional about forming alliances to help protect and advance pharmacy compounding. That work has already begun with an unprecedented alliance of associations from the pharmacy and medical communities. This alliance has come together under the leadership of IACP to lobby Congress for technical fixes to the Drug Quality and Security Act and/or a legislative remedy, specifically for office use compounding and repackaging. In order for our strategic plan to be successful, we need your help. My three main goals for 2015 are as follows: 1. Ensure that the strategic plan is implemented 2. Increase our P3 (Partnership for Personalized Prescriptions) Advocacy to 200,000 members 3. Increase our fund-raising efforts to replenish our reserves We have a solid plan for the future of IACP, but it can not be accomplished without the support and buy-in from our membership. We need your help to form relationships with your elected officials... We need your help to encourage your patients and prescribers to sign on to our P3 Advocacy Program... We need your help financially. I have chosen the theme “Harnessing Change” for 2015, so I am issuing a challenge to saddle up with me for the ride. We will have to ride together to be effective in dealing with and shaping change that is sure to come.

Winter 2015 | IACPRx.org

Winter | 2015 Volume 1, Issue 1 IACPRx.org

Contents

by Dave Kerpen

Dagmar Anderson

7 SIMPLE WAYS YOU CAN GET MORE OUT OF CONFERENCES

Cynthia E. Blankenship, Esq.

A NOTE FROM THE PRESIDENT

IACP STAFF David G. Miller, R.Ph.

Scot Maitland Jennifer L. Petska, CPhT Ashlyn Grant Michelle McMahan

9 14

EDUCATIONAL CONFERENCE BROCHURE WHAT TO DO IN FORT LAUDERDALE by Scot Maitland

Macy Pruitt Teresa Roberts COMMUNICATION COMMITTEE

Richard B. Moon, Pharm.D., R.Ph., FIACP, Chair

STANDING TOGETHER FIXING THE DRUG QUALITY AND SECURITY ACT! by David Miller, R.Ph.

Lisa Ashworth, BS, Pharm.D., R.Ph. Kim Hansen, R.Ph. Robert Harshbarger, III, Pharm.D. James Matthias, CPhT Linda McElhiney, Pharm.D., R.Ph., FIACP, FASHP Lauren Onsa, BA

I NEED HELP, AND THATâ€™S OKAY (BECAUSE YOU DO, TOO) by Jamie Mitchell, R.Ph.

Scott Wepfer, R.Ph., FIACP PHOTOGRAPHY Amanda L. Smith Scot Maitland DESIGN Dianne Stone

WHAT WORKS FOR ME: ANDY RUIZ, PHARM.D. by Scot Maitland

PERSONALITY OF PERSONALIZED CARE: KATE JAMES, R.PH. FIACP by Jennifer Petska

26 28

STICK TO YOUR FITNESS RESOLUTIONS SAVE THE DATE FOR THESE UPCOMING PROGRAMS

Compounding Matters Quarterly is published four times per year as Spring, Summer, Fall, and Winter. Compounding Matters Quarterly makes all attempts to publish accurate information; however, this publication may contain technical inaccuracies or typographical errors. The reader assumes all risk concerning the suitability and accuracy of the information within this publication. Compounding Matters Quarterly assumes no responsibility for and disclaims all liability for any such inaccuracies, errors or omissions in this publication and in other documents referred to within or affiliated with this publication.

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7 Simple Ways You Can Get More Out of Conferences The Personalities of Personalized Care What Works For Me And More!

STANDING TOGETHER FIXING THE DRUG QUALITY AND SECURITY ACT!

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