Redefining retail: Geisinger Pharmacy’s transformation toward patient-centered, tech-enabled care
Author: Jenny Plummer
The overall Geisinger Retail Pharmacy landscape has undergone a remarkable transformation since 2020, driven largely by the pandemic and subsequent shifts in medication distribution, consumer expectations and the growing influence of technology on the patient experience.
Like many others in the industry, Geisinger Pharmacy has shifted focus from traditional in-person medication dispensing to enhancing and expanding the scope of services provided by retail pharmacy today. This evolution reflects a broader commitment to meeting patients where they are — physically and digitally.
Since 2021, Geisinger has added 5 new retail locations to its geographical footprint, with several more planned in the year ahead. We continue to prioritize in-person medication dispensing with the introduction of Rx Fast Pass in 2024, a collaborative program with clinic providers that accelerates prescription fulfillment for acute medications so patients can leave with them in hand. This initiative reduces wait times and improves continuity of care between clinic and pharmacy.
In addition to dispensing, Geisinger Pharmacy now offers a wide array of vaccines for walk-in patients (e.g., flu, RSV, shingles, tetanus, pneumonia) and affordable medication opportunities through our Geisinger Pharmacy $4/$4 Plus program.
These services support preventive care and improve access to essential medications for patients across the region.
Geisinger Pharmacy has also reshaped the traditional in-store experience by offering a variety of new delivery opportunities across the system. The Meds-to-Beds delivery program is designed to support patients leaving the hospital with medications in hand. Over the past year, this program has
extended business hours and now supports campuses without a retail pharmacy on site (Geisinger Shamokin Area Community Hospital, Geisinger South Wilkes-Barre) and offers after-hours services for Emergency Department patients at several Geisinger hospitals. This expansion gives patients timely access to medications, even in settings with limited pharmacy infrastructure.
The Geisinger Alternative Dispensing program is an on-site cash/carry solution offered at select ConvenientCare locations so patients can leave an urgent care visit with their medications — no need for an extra stop at the pharmacy. Retail pharmacy has worked to extend medication delivery beyond the pharmacy counter with ship-to-home and curbside pickup solutions. In the year ahead, we plan to reintroduce home delivery via courier, further enhancing convenience and accessibility for patients.
Finally, leveraging MyChart for prescription refills and pharmacy alerts has promoted patient convenience and engagement.
Providing a mobile app solution allows our pharmacies to align with evolving consumer expectations for tech-enabled care, supporting a seamless and personalized experience across the care continuum.
The Geisinger Pharmacy evolution over the last few years underscores the continued partnership between pharmacy and patient care teams, as well as the adaptability to meet the changing demands of the patients we serve. The continued support and increased script capture across the organization is further testament to Geisinger’s commitment to resilience and innovation in shaping the patient experience — with pharmacy services playing a central role in the overall care journey.
