Patient Outcomes / Digital Transformation
Redesigning Patient Engagement to Improve Medication Adherence
Redesigned digital engagement workflows across 175 stores, improving text adoption, medication adherence, prescription pickup, and pharmacy efficiency.
01 / The Challenge
What was happening?
Poor communication and inefficient pharmacy workflows were hurting adherence, while only 51% of patients were enrolled in digital text notifications.
Teams relied heavily on manual outbound calls and missed opportunities to make prescription pickup easier.
02 / The Diagnosis
What I saw differently.
This was not only a clinical adherence issue; it was a patient-engagement and behavior-design failure.
Digital enrollment needed to become a routine part of the workflow and feel valuable to both patients and team members.
03 / Strategy & Execution
Made the desired behavior easier
- Standardized frontline communication and embedded opt-in into routine workflow.
- Reframed the patient message around convenience and connected adoption to lower manual workload for staff.
- Established monthly milestones, tracked progress by store, and recognized high-performing teams.
04 / Impact
What measurably improved.
- Increased digital opt-in from 51% to 78%.
- Improved adherence by approximately 3% and increased prescription pickup.
- Reduced reliance on manual outbound calls and achieved the #2 chain ranking in text adoption.
Executive signal
“I improve patient outcomes by redesigning the operating system around the patient.”