Pod Insights Pharmacy Podcast Network 2026 Cencora ThoughtSpot Rewind | Part Three About this episode Welcome to the 2026 Cencora ThoughtSpot Rewind, sponsored by Outcomes!
In this special 4-part series we get a deep look into the event that took place this year in Orlando Florida. The Pharmacy Podcast Network was embedded into the Outcomes booth where we caught all the action on the show room floor. To learn more about what Outcomes is doing for pharmacies, visit https://www.outcomes.com/
In this episode hosted by Todd Eury, Founder and CEO of the Pharmacy Podcast Network, we hear from:
Kushal Vaghani - Denbigh Pharmacy
Kevin Boesen - Outcomes
Gold Eneyo - Cencora
Nic Bernabe - Outcomes
Steven Dolan - Monroe Pharmacy
Dalia Rios - Outcomes
Christian Hampel - Family Prescription Counter
Transcript 0:05 Speaker 00 You are listening to the global network of podcasters dedicated to the pharmacy profession. Welcome to the Pharmacy Podcast Network.
0:23 Speaker 01 Welcome to the 2026 Sankora Thought Spot Rewind. Hosted by Todd Urie, founder and CEO of the Pharmacy Podcast Network. Embedded in the Outcomes booth, this is your direct line into one of the biggest pharmacy events of the year. You'll hear interviews from real pharmacy owners, keynote speakers, first time podcasters, and more, only on the Pharmacy Podcast Network, made possible by the support of our sponsor, Outcomes.
0:58 Speaker 02 Kashal Vengani, passionate pharmacist about clinical services and how it's changing the game and connection between pharmacy and patient. Lots of patients Kashal are very confused about different things that are happening in their lives. The physician's very busy. They see the physician for whatever checkup they're going through. Physician gives them a prescription. All right, all right, let's go to the pharmacy. When you reach the pharmacy, that's the time, in many cases, it's time to slow the process down, start investigating what that patient's really going through, personalizing the services. Talk to us about your passion around clinical services and how you guys are changing the
1:43 Speaker 02 game for your patients.
1:45 Speaker 03 I think for a long time pharmacy was just focused on so much of dispensing the medication rather than actually understanding the health background of the patient. And a lot of questions that they had, they actually didn't have any health professional that they can go to and actually invest the time. Being a pharmacist, I think they, we are the most accessible healthcare provider there is in the healthcare industry. So it's really easy for them to come to any pharmacist, especially the retail independent pharmacist, who is really caring for their patients, all about the community that they serve. Actually, adding a value to the patient's life rather than just dispensing a medication,
2:28 Speaker 03 it's going to be where I see the future of the pharmacies going. We know that we deploy a lot of millions of dollars to the healthcare, but the healthcare outcomes or clinical outcomes hasn't been improved as per the amount of investment has been, dollar of investment has been going through the healthcare industry. So I think the pharmacies can fill that gap where they can understand the patient's issues, not just the medicine related, but overall health related. There is a pharmacist then can fill that gap.
3:03 Speaker 02 Is there a disease state or a condition that keeps raising its head throughout patients in the community where you're like, this is an opportunity for us to really capitalize and educate the patient of what they're going through, whether it's diabetes or hypertension? Is there anything that you're, you're seeing like common, common ground on?
3:24 Speaker 03 Of course, the diabetes, hypertension, those are the chronic conditions that's always going to be the forefront of where we, all the discussions happening with the patient. But I think the, there is a shift now under the patients, they, they're looking for the prevention of those diseases rather than, rather than actually managing the current disease that they have, or how they can progress if they are prediabetic, how they can, you know, they can push that progression in the, in the future. So overall health is a big topic now about like vitamins or what they can do, lifestyle changes, and then the diet is a huge thing that's coming up as a pharmacist or even the medical doctors not being trained enough about the nutrition and all of that.
4:09 Speaker 03 And I think everything comes down now to the nutrition and the overall health rather than just focusing on, okay, you have this disease state, how are you going to manage that?
4:17 Speaker 02 That's, that's a good point. The preventative, knowing what supplement to take, why to take it, if it's working. There's even now new blood tests or tests that you can see, hey, is this, is that supplement even doing anything for you? So I think that that's the future for pharmacists to create lifetime relationships with patients instead of it being, are you sick? Oh, come to the pharmacy. Now you're actually, you're communicating to the entire community, 100% of the people in the community that you have an opportunity to come and learn, be educated, and be cared for by your local independent community pharmacy in this way.
5:00 Speaker 03 Yeah, I mean, that's why I think, as I mentioned, that the value of the pharmacist is now has to change rather than just dispensing the medication. They have to fill those gaps in. Most of the insurance companies now see the value in it because now there is this actual study that has been done, that analysis has been done that, that actually proves clinically that, you know, involvement of pharmacists and those disease state, prevention and managing those disease state is, pharmacist has the biggest, not biggest, but valuable role to play.
5:29 Speaker 02 Kashal, this has been a really good opportunity to connect with you. Appreciate your time here at Thought Spot 2026 here at the Outcomes booth. Thank you so much.
5:39 Speaker 03 Thank you, Todd.
5:44 Speaker 02 Here with Kevin Boesen from Outcomes. Kevin, welcome to the show.
5:49 Speaker 04 Thanks, Todd. It's great to be here.
5:50 Speaker 02 It's great to have you back. This is not, you are not a newbie to the podcasting landscape.
5:55 Speaker 04 No, I love it. I love being here. It's good to be with you.
5:58 Speaker 02 All right. So the great care shift, this is happening throughout the nation. It's happening to independent community pharmacy. Pharmacists, pharmacy owners are not focused just on dispensing revenue. Give us your interpretation of what is the great care shift and how that applies to the success of our independent community pharmacies out there.
6:20 Speaker 04 Yeah, in general pharmacists are critical to the overall success of the health of this country for the future. So the majority of healthcare costs are associated with chronic illness, diabetes, hypertension, asthma. The only professional skilled and available to handle management of that chronic illness is the community pharmacist. So I think over the next three to five years, the great care shift will be the primary care, core primary care provider for anyone with chronic illness is going to be your community pharmacist.
6:53 Speaker 02 It's nice that they set up the initial diagnosis from our physician, the physician kick off the ball. Sometimes they're not seeing their patient for another two to three years. Keeping people on track is so key. And then preventative medicine is so key. And I think there's a combination there when you're thinking about what is that, what is that shift in healthcare delivery? What is that shift in healthcare accessibility?
7:19 Speaker 04 Yeah, it's a whole range of services that pharmacies can provide. So to your point, once you've been diagnosed with a chronic illness, you're primarily managing that with medications, but there's so much more that in order for someone to live a healthy lifestyle, to really increase their health span, you got to be thinking about nutrition, diet, exercise, mental health, mental wellbeing. And the pharmacist can support all those things out of their community, not just the drug, not just the drug management. I think the other thing too, when you get diagnosed with some sort of chronic illness, people forget that if you're not in that space, if you're not in the healthcare space, what does it mean to have high blood pressure long-term? What are the secondary impact of those types of things?
8:02 Speaker 04 And how can a pharmacist help from just an education standpoint? So why is it important that you manage this? And from everything to think about like a patient that lives a very, very healthy life, or just a person that lives a very, very healthy life. If you're diagnosed with a chronic illness in your 30s and your 40s and you don't manage it, you're not going to have grandkids, great grandkids that you're going to be able to run around with when you're 80 or 90. And I think that's what we all want.
8:27 Speaker 02 It's true. So when I think of as an operator, owners, people that are building businesses in their pharmacy, if I don't have a platform in order to make this evolution and make it, hey, this isn't just printing a label anymore and getting a delivery scheduled, this is really designing care plans purposely for specific patients that really want you to dial into their health. They're very interested in their health. What platform and how is Outcomes being leveraged to deliver some of those solutions to our pharmacists?
8:58 Speaker 04 Yeah. Number one thing I love about the Outcomes ecosystem is that full range of platforms. So it supports the medication dispensing that you have to do, the daily operations, but it does it in an efficient way where you can add clinical services on top of that. So to have the Outcomes platform where you have sort of a clinical driven nature of, you're really there to provide education, support, improve the health outcomes of the patient is really the, the design. So have workflow automation with our Outcomes platform, have clinical opportunity documentation with the Outcomes platform through one ecosystem, you get all that.
9:35 Speaker 02 Kevin, appreciate you being here on the press coverage of Thought Spot 2026. Can't say, say Thought Spot fast, three times and watch yourself stumble over your tongue.
9:46 Speaker 04 Oh man, if you say Thought Spot three times fast, I think like that's just good for your business.
9:51 Speaker 02 We'll talk to you soon.
9:52 Speaker 04 All right. Thanks, Todd.
9:55 Speaker 05 Pharmacy teams today are expected to do more than ever. Process prescriptions faster, manage growing workloads, navigate constant interruptions, and still deliver exceptional patient care. That's why Outcomes is introducing a new pharmacy experience across both RX30 and Computer RX, designed to help pharmacies work smarter, move faster, and operate with greater confidence. RX30 delivers a modern intuitive workflow with streamlined navigation, guided processes, unified work queues, and automation that reduces manual effort while preserving the trusted foundation pharmacies rely on every day.
10:37 Speaker 05 At the same time, Computer RX continues to evolve with enhancements focused on performance, workflow efficiency, stability, and practical automation that remove friction from daily operations. Together, these investments are centered on a single goal, helping pharmacy teams spend less time navigating software and more time focusing on patients. Whether you're an RX30 or Computer RX customer, you'll benefit from a pharmacy experience designed around real world workflows, reduced complexity, improved efficiency, and continuous innovation. The future of pharmacy technology is about changing how you work and making every step work better along the way.
11:30 Speaker 02 Thought Spot 2026 here with Gold and Neo. Gold, we are on LinkedIn. I don't know how long we've been LinkedIn, but I recognize your face. I recognize your name. It's so good to meet you in person.
11:43 Speaker 06 Yes, definitely excited to be here. Thank you for the invite.
11:47 Speaker 02 Absolutely. We're very excited. This is our second year covering the Thought Spot 2026, or Thought Spot in general. I want to give a shout out to this Cencora public relations and marketing team for giving us this opportunity to come back. We absolutely love the vibe, the energy. But what I'm most excited about is the plate tectonics of our industry is shifting. The public doesn't, isn't aware of it, but pharmacists are becoming so much more positioned as the clinicians to dig down into disease state management, into de-prescribing, or birth control, or HIV, or helping their patients, their community
12:32 Speaker 02 understand supplements without wasting money and really dialing into it. And pharmacogenomics, that's your, that's your bag. That's what you get passionate about. So, talk to us about how Cencora is supporting the evolution of the future of pharmacists and future of pharmacy.
12:49 Speaker 06 Yeah, that's a really good one. And honestly, you're right. That is my passion. I get really excited about what pharmacists can do and where the profession can go as well. If we remember a couple of years ago, pharmacists were providing care, but it was a little bit different. I think the recognition now with some of the scope of practice changes, we see some new laws being passed, as well as being presented to the Senate around pharmacist abilities and capabilities when it comes to care. Those things are what's really driving a lot of the changes that we're seeing today. But it can be complicated for pharmacists to really understand with everything else that they have going on. I mean, some of
13:32 Speaker 06 our pharmacists here, they're doing some amazing things with their owners, their operators. And that can be hard to keep up with industry trend. I'm excited about the work that Cencora, that the Good Neighbor Pharmacy team is doing. One, on educating pharmacists about the opportunities that are available, scope of practice changes. But being a partner, I think that's one thing that we benefit, or that I'm excited about when it comes to being at Cencora, is partnering with pharmacies to help them embrace and really step into the future of pharmacy, whether that includes birth control prescribing, or even getting paid medically for services. But I am excited about the future. I'm passionate about what's going to happen. But now is the
14:15 Speaker 06 time that we put the groundwork on. And I'm really excited to be here with our pharmacies, starting that ground, laying that groundwork for us to start seeing some of the benefits of pharmacies' expanded scope. So, seeing the upcoming piece.
14:28 Speaker 02 Well, it's exciting to hear it coming from your perspective, because Cencora is one of those three large powerhouses that is the, it's the infrastructure of procurement, it's the infrastructure of logistics, it's the infrastructure of getting the medication to the pharmacies, to the patients. And there's so much behind the scenes that nobody would know what's going on. So, when you were talking about the complexity, let's zero in on clinical. Like, if you were to think, I'm a P3, I got one more year of pharmacy school to go, I'm looking at my future, I definitely want to go into something that's a little bit more
15:09 Speaker 02 consultative, maybe women's health specifically. Is there any, is there any vertical of care that you've seen pharmacists really shine around? Something that is a story that you're like, wow, they really hit this out of the park?
15:23 Speaker 06 Yeah, that's a good question. So, one of our pharmacies today, and to be honest with you, we have a lot of pharmacies that are doing some really great things.
15:33 Speaker 02 Yeah, I can imagine.
15:34 Speaker 06 And you're putting me on the spot. I can't remember all of them. But one that I do want to recognize is Bay Shore Pharmacy in New Jersey. Rich and his wife Jill, they've been doing some really amazing things around diabetes care management. Yes, everyone has diabetes, so it's a profit opportunity for them, especially with New Jersey having such limited scope at this moment. They were still able to put that program in place to serve their community. They're offering those classes, they're doing testing, and diabetes care, as well as foot therapy as well. So, they're really looking at that patient holistically from head to toe, and looking at programs and services that they can provide to their
16:16 Speaker 06 community in order to do that. When we think about Washington State, we have another pharmacy there, Sumas Drugs, like, they're doing consultation, which everyone says, like, oh, you know, that's normal for pharmacists. But they went above and beyond ensuring that their time is protected by getting credentialed and contracted and being, getting paid for those services and those conversations that they're having in their community. But if I was to sit here and list all the work that our pharmacies are doing, like, we probably wouldn't leave this.
16:46 Speaker 02 Yeah, we'd be here a couple of years.
16:47 Speaker 06 Yes, we would. Yes, we would. Our pharmacies are really innovative. And for those that are considering it, this is the opportunity. And I've seen them already connecting with others and making those connections that when they get back home. They have a lot of work to do, and we're happy to partner with them to get it done.
17:02 Speaker 02 All right, listeners, if you're listening to Gold and I talk right now, and you're interested in learning more about the support that Cencora provides, Good Neighbor Pharmacies, reach out to the Pharmacy Podcast Network. We're going to get you in touch with Gold. Gold, this has been a very special interview. Thanks for doing this.
17:18 Speaker 07 This is Nick Bernaby with Outcomes, and you're listening to the Pharmacy Podcast.
17:25 Speaker 02 Nick, it's so good to have you on the show here at Outcomes. The booth is just, just, it's crowded here. People want to know what's going on. Thought Spot 2026, this is our second time back at Thought Spot. Shout out to Cencora for having us come in as podcast press. How you doing?
17:51 Speaker 07 I'm doing great. I think I'm losing my voice because it's been so busy here.
17:56 Speaker 02 Yes.
17:57 Speaker 07 A lot of talking, great conversations, though. So, I feel very invigorated.
18:00 Speaker 02 The invigoration comes from the passion, because when I come to these events and I hear pharmacy owners with joy in their voices and not, you know, what we went through four and five years ago when people weren't sure, you know, how they were going to survive. And not that it's not, it's not hard, but I think people see the new path of pharmacy versus where we, where we came from five, 10, 20 years ago. It's not just about that dispensing fee anymore. There's so much more that we could be doing. However, if you don't implement the right technology, and have the right workflow, and train your team on
18:39 Speaker 02 different things, it can become very complicated to, to be profitable, and to make money, and to be able to scale. Talk to us about your division and how you work with Outcomes, how you work with pharmacy owners throughout the nation, and some of the technology that's extremely interesting that you actually are like, you're like the project lead on.
19:02 Speaker 07 Yeah, yeah. You're absolutely right. We kind of have to rethink the pharmacy and its operations from the ground up again, when we talk about where are we shifting the model to perform pharmacy the way we have to in today's pharmacy world, right? So, to your point, I work in the pharmacy automation area. That's the pillar that I'm under. And my products are all designed to optimize and create efficiencies within the operational fulfillment process. So, the way that we do that is through a couple of different, different products. So, the first product, I kind of like to think of it like, if we were going to step, dip our toe into that type of automation, is our pill count product. So, the pill count
19:47 Speaker 07 product is an automation product that lets us introduce automated counting that uses machine learning. So, it's an AI-enabled, I know it's a buzzword out there, but it's really, it's an older technology that has been out for about five years. It's been trained in pharmacies and real-world data. And it will count the tablets as you pour them on the tray, instead of having to manually count those. A lot of people are using automated counters in their pharmacies now. So, that helps alleviate bottlenecks during that fulfillment process. But what we're doing a little bit differently is, our product is integrated in a way that allows for you to step up from that pill count into digitization of the prescription
20:30 Speaker 07 fill. And so, that's where our products really start touching the, I could think of it, revolutionizing the workflow to allow for a shifting of the labor model in the pharmacy. So, we know that fulfillment is not our primary profit-driving purpose in a pharmacy anymore. As you said, like, there's a lot of changes. Reimbursements are very low. And we know that pharmacies can't survive now just filling prescriptions. And that's still a need that the community absolutely has. But clinical services are now really the focus of a pharmacy, and having those pharmacists practice at the top of their license. And our product
21:11 Speaker 07 will allow them to do that by digitizing that prescription fill with our virtual verification to present that digitized fill, or as we like to think of, the digital basket, and let that pharmacist really keep all of their focus on one platform, no context switching, optimizes, no touching of the baskets, no opening those bottles that cumbersome the annual process, and lets them review all of it through a digital review on the computer.
21:40 Speaker 02 I want to hear more about the accuracy because I was hearing from one of your colleagues about multiple tablets or pills being placed on the counter and it being able to discern and make, you know, accurate readings. And so talk to us about that.
21:58 Speaker 07 Yeah. So the pill count product has a feature within it that is called pill ID. Pill ID is a very cool, we like to think quadrangulation. That's not a word. I don't know if it's a word. We decided we're calling it quadrangulation, but we take four attributes from those items on the tray. So size, shape, color, and size. And we are able to look and assess that tray to see if it is the correct item that is supposed to be on the tray. And then we can determine if there are broken tablets or incorrect tablets on the tray. And that is 99.9% accurate at being able to accurately assess the tray contents
22:41 Speaker 07 for a prescription fill because of a deep integration with Metaspan as well as that training that we've been doing. And that's been trained on over 50 million prescriptions.
22:50 Speaker 02 All right. And then in the workflow and how this is rolling out, who is, who's the education factor to marrying the counting technology to workflow? Is it the master tech? Is it, you know, someone who specializes in workflow? Are they coming back to the outcomes team and saying, hey, help me put this into my workflow to implement it? How does that usually work?
23:16 Speaker 07 Yeah. So that's going to really be dependent on what different tools you use, right? I like to think that we offer a full service. It's kind of like consulting, right? When you get a new product. So we like to, if you're with one of our products, RX30, computer RX, then it makes it a lot easier because the implementation specialists are going to be able to make those, those decisions with you on site when you're getting trained. But additionally, we kind of look at every pharmacy as a, it's like, it's like an interesting puzzle, right? And so we work with those owners. Sometimes that's my team. Sometimes that's our implementation team to work with them and say, how do you do things now? Can
23:59 Speaker 07 we minimize the disruption, right? While giving you these efficiencies, but also are you doing it as efficient as you could be doing it? Is there changes that we can make to increase efficiency? That is, sure, with the technology, but also maybe just operationally. And so we like to provide those services when we do go in and implement these products.
24:19 Speaker 02 Nick, this has been good because it gives us more content and understanding of being able to piece together the right technology for a pharmacy, a pharmacy operator that's listening in and saying, hey, this is something that I'm absolutely interested in looking in more into. I'm going to put in the show notes your name so that we can remember who to reach out to at the outcomes team. But very much appreciate you being on the show and, and being part of the Thought Spot 2026 coverage. Thank you.
24:54 Speaker 07 Yeah, thank you so much.
24:55 Speaker 02 Steve Dolan, Stephen Dolan, actually, Monroe Pharmacy from Toledo, Ohio, here with me at the outcomes booth at Thought Spot 2026. It's good to, good to be here with you. Thank you. Glad to be here with you. First podcast, Stephen, you had to make it the pharmacy podcast, the best one out there. Absolutely. All right. Talk to me. Give our listeners an update about your operation, your pharmacy. Talk to us about the mix of services that you're providing to the community. And then I have some more questions. We're all about customer care. We've been there 76 years now. My father bought
25:39 Speaker 02 it 1960. He was 10 years old. It's all about patient care, being there for people. And you're, you're doing obviously community retail. Are you doing any, any long-term care, assisted living, or maybe sterile, non-sterile compounding? We're doing no compounding, but we are small assisted living, individual care at home. It's all good. Where's the expansion of independent community pharmacy coming from? Do you see it morphing from, you said you've been around for over 70 years. Clients, customers that
26:20 Speaker 02 are, let's say, started with you 30 years ago, maybe they're not able to get out of their homes. Like, is there a element of delivery? Is there an element of expansion to be able to not lose the customer, to follow them into their home? Like, talk to us about some of that other strategies. We provide free delivery, whatever the patient needs, compliance packaging, free delivery, sync medications, try to be there for whatever, whatever the purpose is, whatever they need. The, the world of immunizations and being able to teach your community that you're
27:00 Speaker 02 doing more than, you know, just dispensing, you might be providing other, other service. What other services are interesting to your, to your community? Very much expanding an immunization department. We partnered up with Nimble last about a year and a half ago. They have a program where they send reminders for people to get their vaccines. Nice. That increased us. We do go, we call a bunch of businesses in the area and we'll go, probably, I'm guessing 1,200 vaccines last year. Holy cow. There might be, we might go, we'll go out if they got five employees that want
27:41 Speaker 02 vaccines. And we've gone some places, it's been 150. You know, we might have to make two trips to hit both shifts. Right. But I don't like to use the word now. Yeah. And serve your clients so that they're not going somewhere else to get it. And then that really leaves a, the reputation of what your business is. It's more about just being a pharmacy. You're being, you're part of that community. You're caring enough to show up at their work and do immunization. I think that that service is, I think it's huge. We are. Busy people that don't have time to, you know, they're home, they're getting home from work. It's like, oh, I gotta schedule my immunization to go to the pharmacy to get it done. You're coming to them.
28:24 Speaker 02 That, and, and we generally don't schedule. We usually take walk-ins. We try to greet people in the aisles when we have the time. It's old school. You take the product off the shelf that's right for that patient that you recommend, and you put it in the customer's hand. They buy it. They don't put it back on the shelf. Yeah. If you point to it and tell them, this is what you need, it's not the same. That recommendation goes far. And we don't have an IVR system for our phones. We answer the phone. That's important. I think IVRs are overused and they're programmed to prevent you from getting a human. So we much prefer the human contact.
29:07 Speaker 02 This is interesting. I, I also want to know what other service, are there any clinical services that you're looking into? Is there birth control? Is there, like, is there other services that you've looked at to try to round out what you're doing? Part of what I'm doing here, but not a lot at the moment. Okay. The over the counter birth control is not very popular. Okay. And most people, young people get on insurance of some sort. Usually it's no copays. So we don't sell a lot of that. Yeah. Well, I appreciate you being here on the show. I love talking to pharmacy owners and getting new ideas about the innovation of the industry. So I appreciate you being here. All right, Todd. Thank you very much. I appreciate you having me. Thank you.
29:51 Speaker 00 Hi, this is Dalia Rios with Outcomes, and you're listening to the Pharmacy Podcast.
29:59 Speaker 02 Dahlia, a fellow podcaster. I know you don't want to admit it, but you are a fellow podcaster, aren't you?
30:12 Speaker 07 I plead the fifth.
30:14 Speaker 02 You plead the fifth. You do some content development around RX30 and really helping people maximize the extraction of that. I want to shift gears, though, and talk about what's happening in pharmacy. We're moving from strictly dispensing to a lot more hands-on, a lot more clinical services. What's your experience been seeing the blossoming of our independent community pharmacies into those roles?
30:39 Speaker 07 Wow, so this is a huge shift, right? RX30 has evolved tremendously with the new cloud-based system. I mean, we were getting a lot, a lot of feedback and people are loving it, right? Because they are innovating. They love innovation and so, yeah, a lot of great feedback.
31:08 Speaker 02 I think the guidance that you're providing to your clients and understanding how to maximize the programs now fold into an ability to go to patients and say, you have diabetes, you have hypertension, you want to be healthier. Systems of the past, think about RX30 20 years ago. It didn't have those capabilities of tracking treatments. Now it's like we have this ability to track other things other than just the medication and that's the holistic aspect of healthcare. That's the holistic aspect of people in pharmacy. So what are you most excited about when you think of the technology fusing with the future
31:52 Speaker 02 of pharmacy?
31:54 Speaker 07 I am super excited about technology. I mean, that's definitely the in thing, right? AI, machine learning, innovation, integration, and that's the future. Let the machine, you know, do what it's supposed to do, what it's meant to be and where our clients, our pharmacies, have more time to engage with their patients and patient care and clinicals and I mean, that's, that's the goal, right?
32:23 Speaker 02 It is. And then having the ability to keep our independent community pharmacies profitable using tools that are set up to do exactly that through reporting, catching things they may have missed, and then teaching them how to use that over and over and over again. It's all about repetition. I think of the services that you provide and the teaching that you provide out on the YouTube channel about how to do things. It seems miniscule. It seems repetitive, but just like going to the gym, if you exercise over and over again, that's how you get muscle tone. And I think of muscle tone in our businesses, too.
32:58 Speaker 07 Yeah, that's a great analogy. I like that. We have a lot of tools that our clients, our pharmacies can use, like you mentioned, reporting, like the automated data entry. I mean, again, it's going to free up their staff time. We're not, we don't want them to get rid of their staff. We want them to be freed up to do what they should be doing, right? Patient care, that's important, patient care.
33:25 Speaker 02 Absolutely. Hey, learn more by going to outcomes.com. Reach out to the team. They'll explain much more of the systems that are out there for you. Dahlia, thank you for being part of the Thought Spot 2026 coverage.
33:38 Speaker 07 My pleasure. Thank you so much, Todd.
33:46 Speaker 02 Thought Spot 2026, Christian Hampel. What's the name of your pharmacy?
33:51 Speaker 04 Family Prescription Counter.
33:53 Speaker 02 And you're out of Pennsylvania, right?
33:55 Speaker 04 Northeast Wilkes-Barre Scranton area.
33:56 Speaker 02 What's the name of the city, though?
33:58 Speaker 04 Duryea.
33:59 Speaker 02 Duryea. Do you know what? I've been a resident of Pennsylvania since 1972. Was born in Butler, Pennsylvania. I've never heard of Duryea.
34:08 Speaker 04 We're between Piston and Old Forge.
34:10 Speaker 02 Okay.
34:10 Speaker 04 The pizza capital of the world.
34:12 Speaker 02 Really? Pizza capital of the world. We're going to have to do a podcast on pizza. I love pizza.
34:17 Speaker 04 I'll buy.
34:18 Speaker 02 Thank you. Hey, I used to sell pharmacy management technology. That's how I entered pharmacy way back in 2004. And the relationships that we built with our customers was so important. There were good times, there were struggles, there were bad times, there was frustration. It's when we stayed in the boat with them in order to see them through, in order to really drill down on the issue and come up with answers. No system out there in all things pharmacy management systems is perfect, but it's the ones that when they stay in the boat with you to get things solved. You have a really special story. I want you to share with the owners or the other owners and the other pharmacists out
35:01 Speaker 02 there listening, your experience with outcomes and the team and RX30. Tell us about the story about what you went through.
35:09 Speaker 04 It, it hadn't been great in the past. I know you guys have been working pretty diligently on trying to repair that. The last several months, five, six months, it's been a lot better. Customer service has been a lot easier to get in touch with. Fourth of July weekend, I was away. My pharmacist had, we experienced some power outages and our server had an issue of some sort, so we weren't able to fill any prescriptions. We were closed Sunday and Monday, the fourth. I was contemplating having to come home early to be there Tuesday morning when we opened back up and put some fires out.
35:52 Speaker 04 My pharmacist was able to get in touch with somebody from RX30 on either a Sunday morning or on the actual Fourth of July at nine o'clock in the morning. In an hour, you guys had the problem fixed for us. We were ready to go. You know, I was worried about being closed for a day, the hecticness of being reopening after a holiday and you guys were able to, to get that taken care of when I didn't think you'd be able to, to be perfectly honest with you. So very appreciative of that.
36:24 Speaker 02 And being able to rely on a team. Like I said, there's going to be issues, there's going to be glitches, but being able to have a customer success manager look out for the system that you're on, the specificity of what you're going through, how does that impact profitability?
36:41 Speaker 04 It allows us to, to keep filling prescriptions. You know, when we're down, we can't do anything. So the ability for you guys to get us back up and running in that circumstance was huge for us. You know, downtime means we're not filling prescriptions, which means we're not making money, so.
36:58 Speaker 02 All right, so dispensing is one thing, being able to generate that revenue is something. What's happening in your world and communicating to your community about other services that they can get in managing their health at your pharmacy? Is there anything else? Are you doing testing? Are you doing, you know, there's even contraception? There's like a whole world of like evolution of independent community pharmacies?
37:20 Speaker 04 Well, being down here gives you a lot of, of different ideas. I'd like to get back into some medical billing and, you know, explore some options there. I know just you guys are rolling out some two-way communication with our patients. I think some two-way texting is coming out. You guys are developing that. So again, just being there for our patients, being able to respond in a timely manner to their questions. You guys are helping us out with that.
37:45 Speaker 02 Isn't it interesting that the relationship that you have with your patients is similar to the relationship that you have with RX30 and that you're caring for your patients and your relationship with your patients so that you're digging down into whatever diagnosis they're dealing with and then you're helping with fulfillment? And then RX30 is turning around and really paying attention to you almost as their patient, as their client? And I think there's a similarity between those two things.
38:13 Speaker 04 Right, as you help us function better, we're able to care for our patients better. 100% agree with that.
38:18 Speaker 02 Christian, thanks for being on the Thought Spot 2026 show.
38:21 Speaker 04 Absolutely. Thank you.
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