Immunization in Action Addressing Gaps and Expanding Access Through the Pharmacy

Kelli Stovall (00:00):

Truly grateful you’re all here today with us for this continuing education program, immunization and Action addressing gaps and expanding access through the pharmacy. My name is Kelli Stovall and I serve as Vice President of Pharmacy Services and Clinical Programs at IPC. I’m joined today by my colleague Samantha Pomeroy. She’s our Director of Pharmacy Services and specialty programs. We are thrilled to spend the next hour with you diving into a topic that’s not only core to public health, but deeply connected to the everyday work happening in your pharmacies. I’ve always believed that community pharmacists are the heartbeat of preventive care. We know our patients by face, by family, by name, and because of that we notice the gaps. We notice if Mr. Johnson hasn’t had a flu shot this year, we notice when our diabetic patients haven’t yet received their pneumococcal. And for so many of these individuals, we may be the only healthcare professional that they see on a regular basis. So today we’re going to explore why these immunization gaps persist, what the data tells us nationally and locally, and most importantly, how pharmacists can continue to lead in closing these gaps through practical sustainable workflow strategies. This session is about empowering your roles, strengthening your impact, and ultimately improving the health of the communities you care for. Next.

(01:32):

So first, we’ll take care of some CE business. Samantha and I have no relevant financial relationships with any ineligible companies to disclose and AI tools were used in preparing this presentation for content editing and development of assessment questions. So this program’s accredited for an hour of live CE for both pharmacists and pharmacy technicians, and we’ll walk you through exactly how to claim your CE at the end. Throughout the presentation, you’ll also see a few interactive knowledge checks. These aren’t graded, just opportunities to pause and reflect on what you already know and where there may be opportunities to strengthen your immunization practice. And Sam’s going to get us started with the program objectives.

Samantha Pomeroy (02:20):

I also want to say if you have questions throughout at the end, we will monitor the q and a section. So please utilize that section for questions. . Our program objectives today, upon successful completion of this knowledge base, course, learners should be able to identify common immunization gaps across diverse patient populations. Describe the pharmacy’s role in addressing immunization gaps through improved vaccine access, education and administration. Recognize effective communication strategies to initiate vaccine related conversations and address patient concerns. Explain best practices for workflow optimization and documentation to ensure safe, efficient, and compliant immunization delivery. And review actionable plans to expand pharmacy-based immunization services and improve vaccination rates in communities.

(03:29):

So before we really dive into all of the information today, let’s look at where we currently stand with immunizations across the United States, because truly understanding where we’re coming from understanding the landscape is going to help us see just how much opportunity there is for pharmacy teams yourselves to make an impact in your community. So the data that I have on the screen here is all CDC reported data for 20 23, 20 24 influenza season. Let’s start with that. The CDC reported 55. 4% of children ages six to 17 were immunized against influenza, and that is down compared to the pre pandemic 20 19, 20 20 season at 63. 7%. They also reported that 44. 9% of adults 18 and older were immunized. And that is yet again a decrease from the previous season 20 22, 20 23 season. So what we’re seeing in the influenza space is a steady decline season to season. Moving on to the latest information or data on pneumococcal 23. 7%, ages 19 to 64 with risk factors.

(04:57):

So that’s things COPD, heart disease, diabetes were immunized and 66. 7%, ages 65 and older. So while we’re seeing the 65 and older population have more coverage, there’s still a large gap there. Moving on to herpes zoster or shingles, 36% of adults ages 50 to 60 were immunized and 43. 8%, ages 60 and older. So here we see that the very population that is at risk for getting shingles remains heavily unvaccinated. 2023 HPV, 76. 8% of adolescents 13 to 17 had received one dose and 61. 4% had completed the series. So as we zoom out and look at this data, what we see is steady or declining coverage. We see large adult vaccination gaps and we remain well below national goals, healthy people 2030 goals developed by the US Department of Health and Human Services along with many other advisory groups. They have set objectives and goals to improve health and wellbeing over the next decade, and we can really use that as a guide right as we move along and look at these gaps.

(06:21):

And we are well below those goals with these current numbers. So before we really dive into the information today, as Kelli mentioned, we are going to do some tests or knowledge, knowledge questions throughout to make sure that we are keeping up with the information. And our first one is, despite widespread access to vaccines, which statement best reflects the current immunization landscape in the United States? Is it a most adult vaccination rates now exceed healthy people 2030 targets the significant gaps remain, especially among adults under 65 with chronic conditions and in minority populations. C, pediatric vaccine coverage is declining across all states or D immunization. Disparities exist only in rural areas. , drum roll. The correct answer is B. Significant gaps remain especially among adults under 65 with chronic conditions and in minority populations. And Kelli is going to provide us some more education on these gaps and what we’re seeing across the US going into our discussion,

Kelli Stovall (07:41):

The importance of immunizations. So vaccines are truly one of the greatest achievements of modern medicine for generations. They’ve quietly and powerfully protected us. According to the World Health Organization, vaccines prevent an estimated four to 5 million deaths every year across the globe. That’s not just a statistic. That’s millions of birthdays, anniversaries, and family gatherings that continue because disease was prevented before it ever had a chance. In the us the CDC estimates that routine vaccination of children born between 1994 and 2023 prevented 508 million cases of illness, 32 million hospitalizations and over 1 million deaths. And the cost savings, 540 million in direct costs and 2 trillion in societal costs represent healthcare expenditures avoided, but also families spared from emotional and financial hardship. But while childhood vaccination rates are strong, our adult immunization story still has room for improvement. As Sam mentioned earlier, in the 20 23, 20 24 season, only 45% of adults received a flu vaccine.

(08:57):

Pneumococcal vaccination for high risk adults under 65 still hovers at only around 24%. Shingles, vaccination rates even among adults over 60 also remain well below desired levels. So there’s room for improvement and this is where you come in. Community pharmacies have become one of the most accessible and dependable vaccination access points in the country. During the pandemic, pharmacists administered more than 300 million doses proving that when barriers are low, barriers are lowered and access points increase. Vaccination thrives. You didn’t just deliver shots, you delivered reassurance, education and access when it was needed most. And that impact continues today as we work to close remaining gaps.

(09:48):

(09:54):

Immunization gap? That gap is simply the difference between the vaccines a person should have received based on CDC and A CIP recommendations versus what they have actually received. Why do these gaps occur? Often it comes down to three things. One, missed opportunities, missed opportunities during healthcare encounters to screen for eligible patients for vaccines, barriers to vaccination access. We know rural areas, certainly a barrier, lack of awareness. We will cover these in more detail later in the presentation, but here’s one example, a 65-year-old patient on lisinopril and metformin that never received a pneumococcal vaccine. This is a classic immunization gap, a missed opportunity that we can close. This example reminds us that every healthcare interaction, even a quick pickup or a refill, is a chance to check vaccine status. When we build this mindset into workflow gaps begin to close naturally.

(10:57):

(11:02):

Let’s take a look at current immunization gaps. So despite progress, significant gaps persist in the us. To reiterate what was shared on a previous slide, less than 50% of adults received a flu vaccine last year. Less than 30% of adults 60 plus have received shingles and pneumococcal. Vaccination rates, as we said, sit around 66%, but under 65 coverage drops to 24%. So what we see there is there’s a lot of improvement on the other side. Gaps also exists along the lines of race, income, and geography. Rural, minority and underinsured populations often have lower vaccination rates. So let’s take a moment to take a closer look at those in our

(11:53):

Population’s at risk. So the CDC identifies several groups consistently at risk for under immunization. First group is older adults with multiple chronic conditions. Juggling several health conditions can be overwhelming. So immediate health needs are often triaged. Mobility challenges often push this population, push preventive care lower on their list. Patients managing multiple conditions often experience fragmented care too because they are bouncing between multiple providers with their chronic conditions. This can play a part in under vaccination. Rural populations. Limited access to providers and transportation makes routine vaccines harder to obtain in rural areas. Many of you on the presentation today may live or have your business in a rural area. Minority populations, language barriers, cultural differences and historical mistrust contribute to lower vaccination rates as well. And finally, uninsured or underinsured individuals. Many patients assume vaccines are unaffordable even when coverage exists. Knowing who is at risk, this is something we want to remember, but knowing who is at risk allows pharmacies to prioritize outreach and design these equitable solutions.

(13:21):

(13:28):

Gaps. What we know is this, there’s no single cause immunization gaps or caused by a mix of clinical, operational and societal factors. So let’s take a look. What are these causes? First, let’s look at missed opportunities. Vaccines may not be offered to eligible patients during routine visits. Perhaps there’s a well check perhaps. Perhaps you’re having a conversation in the store. They come in for a refill. Unless that conversation is brought up, then that’s a missed opportunity for an eligible patient to get a vaccine. A patient comes in for antibiotics but hasn’t received their flu shot. No check means a missed chance. So also incomplete or inaccessible records. Fragmented information may occur when EHRs electronic health records aren’t connected to IS the state immunization information system.

(14:26):

Let’s say a patient moves from another state vaccine records didn’t transfer and without IIS checks, staff may assume the patient is up to date vaccine hesitancy that has come into play the last several years very heavily. This can be fueled by multiple factors, misinformation, social media, or past negative experiences. A patient may say, I read online the flu shot causes the flu. So on your end, listening first and then providing general education builds trust, workflow, inefficiencies. Staff may not have time to check vaccine eligibility and there may be a lack of integration of screening identifiers in dispensing software. Perhaps rush hour at the pharmacy prevents staff from checking this vaccine. Eligibility software alerts can be a solution to automate those prompts. Reimbursement challenges as in other areas of pharmacy reimbursement challenges is also in this area. There may be unclear or inconsistent coverage across payers or patients may believe sometimes incorrectly that they must pay out of pocket for certain immunizations. As an example, a patient may decline a shingles vaccine thinking it costs $200, but it doesn’t on their plan. Clear explanation of coverage often changes their mind.

(15:55):

(16:02):

To identify gaps. So what are some ways we can identify gaps? Let’s talk about a few things. First off, utilize the IS the immunization information system, your state immunization database. You will always want to check that for real-time vaccine history Dispensing software setting alerts for patients due for vaccines helps tremendously. Pharmacies can implement automated prompts and their software that alerts their staff to check vaccine status. When a patient comes in

(16:38):

Patient

(16:39):

Screening forms, pharmacy staff can utilize the CDC adult vaccine checklist that’s available on the CDC website or pharmacy can design their own to update patient vaccine status and flag opportunities. And lastly, digital tools. So digital engagement tools, apps, text reminders, AI-based outreach. These things can be leveraged to remind patients of recommended vaccines. In fact, text reminders can increase uptake by 20 to 30%. So even small workflow tweaks a vaccine check field on prescription can make a big difference.

(17:19):

(17:25):

Incorporating vaccine assessment into the pharmacist’s workflow. So vaccine assessment doesn’t need a separate visit or a heavy lift. You can integrate it into the following services, MTM and CMRs. You can build protocols to remind your pharmacist to check eligibility vaccine eligibility during each medication review. Point of care testing every flu or strep test is an opportunity to check vaccine needs as well in MedSync. Sure, a lot of you’re doing MedSync use appointments to flag age or condition-based vaccines for these patients. Let’s say a technician flags a patient on COPD. Inhalers for pneumococcal vaccine pharmacies follows up with these patients and the vaccine is received by the patient. Simple, effective and non-disruptive. Samantha will cover technician workflow in more depth a little bit later in this presentation. So train your team to use standardized checklists to identify vaccine eligible patients seamlessly in this way. And I think now we’ve got another test your knowledge question from Sam.

Samantha Pomeroy (18:35):

Yes. So pharmacists and pharmacy technicians can most effectively expand vaccine access by a relying solely on prescriber referrals. C, offering immunizations only during flu season C, identifying eligible patients and integrating vaccination into routine workflow or D, waiting for patients to request vaccines. So the answer is C, identifying eligible patients and integrating vaccination into routine

Kelli Stovall (19:11):

Workflow. So now looks, look at the role of community

(19:18):

Pharmacies in closing immunization care gaps. Pharmacists are now recognized as key immunizers nationwide and are often the first and only point of contact for many patients. And there are still great opportunities for expansion as we saw in the percentages in earlier slides. So let’s take a look. So flu and COVID already widely administered, but the data shows there’s so much room to increase coverage. Shingles, R-S-V-H-P-V, adult pneumococcal opportunities to expand. Starting a conversation with patients can increase uptake in all of these categories. A 62-year-old patient may learn about an RSV vaccination for the very first time and decide to receive it on the spot based on a conversation that you had. And it’s always important to remember that trust matters so much. The relationship you have with your patients is powerful and patients are more likely to accept vaccines from a pharmacist that they know and there’s a good financial impact as well. That’s very important obviously to sustain our businesses. Pharmacists report across the nation, there’s a 30 to $5 gross revenue per immunization, including administration, and this can support sustainability while improving community health.

(20:43):

(20:49):

Some strategies. Strategies to close care gaps. So closing immunization gaps doesn’t happen by chance. It happens when we build simple, consistent systems that make vaccination part of your everyday pharmacy practice. Here’s some strategies that really work. So let’s look at the first one. Standing orders where your state allows standing orders can be a game changer. They let eligible patients get routine vaccines without waiting for a prescription every time. Think of it as creating a safety net so no opportunity slips through the cracks. Many of you out there may have sanding orders. Always think about expanding into other vaccine categories with your sanding orders. Number two, decision support tools. Use your pharmacy software and IS data to flag patients automatically. For example, a patient billing asthma or COPD medications. Check if they’re due for flu or pneumococcal as an adult Over 55, make sure shingles vaccination is on the radar.

(21:56):

Small prompts these make a big difference. They turn everyday encounters into vaccination opportunities. Patient education. Take a minute to talk with your patients about why vaccines matter. List of concerns, answer questions with empathy and share evidence. Often just feeling heard is enough for someone to say yes. Reminders and outreach. Text reminders, phone calls, appointments, scheduling as we mentioned earlier, as digital tools can help patients remember and plan ahead. They also allow you to spread vaccinations out throughout the day rather than relying only on walk-ins and managing your staff workflow. Bottom line on strategies, consistency, simple systems with a personal touch. These are what close care gaps can protect your community. Now let’s talk about some strategies to address common barriers within patients. Often when you begin talking with a patient, you may run across some of these situations, but I’m healthy patient. Focus on prevention with that patient. Education relate the benefits of vaccination to personal experience. Overwhelmed caregivers. We know there are many patient caregivers, parents, those with very busy schedules offer convenience as in same day vaccines, multiple vaccines. Perhaps a patient is eligible for several vaccines to avoid overwhelm. Break these into manageable steps for the patient. Barriers or clues, address them with empathy and workflow integration and vaccination rates. Improve now to Sam.

Samantha Pomeroy (23:36):

, now that Kelli has really defined what the role of community pharmacy is in addressing these gaps and given us so many different useful strategies. Let’s talk about something I’m so passionate about. I am an advanced pharmacy technician and again, something I’m passionate about is the role of pharmacy technicians in addressing immunization gaps. Now, the technician’s role has evolved dramatically in the past few years, especially since I’ve become a technician many years ago. So during the pandemic, as Kelli mentioned, pharmacy technicians also across the country stepped up to deliver millions of vaccines and we have proven that those skills and responsibilities shouldn’t end with COVID. So today in most states, technicians can administer vaccines under the pharmacist supervision, and that is helping pharmacies vaccinate more patients with less wait time and higher workflow efficiency. There was a study done and published by the Vaccines Journal in 2022, and it found that I thought this was so interesting.

(24:53):

It found that nearly 90% of pharmacists and 95% of technicians reported positive experiences with technician administered immunizations. Technicians helped increase vaccination volume and they improved overall patient satisfaction. And just as importantly, pharmacists said in this study that it reduced burnout by freeing up time for counseling and clinical activities, which we know as technicians is so important for our pharmacists to be able to do, to come from behind that counter and talk to that patient. Another study in 2021 was published by the Journal of American Pharmacists Association and it showed that adding technician immunizers improved workflow and allowed pharmacies to expand vaccine services by up to 30%. Now, that’s not a small impact. That is capacity expansion at the community level. But beyond just administering technicians also play a critical role in education. As Kelli mentioned in boosting confidence, we are often that first point of contact, that friendly face at the counter or the person that’s processing a refill for that patient. So we need to use those opportunities to identify who might be due for a vaccine all year long, not just during flu season. We cannot stress that enough. Closing these gaps is an all year long effort. That moment is an opportunity to start a simple, impactful conversation.

(26:32):

Let’s get you protected from the flu this year. We can vaccinate you today or I have noticed you’re due for your shingles vaccine. Let’s get that added today. Those small prompts that we’re able to give lead to big results. We can be a trusted voice. We can reinforce what the pharmacist recommends. A confident positive comment from you can make a big difference. And how patients feel about the vaccines. We have relationships with them help clear up confusion. If a patient has questions or misinformation, listen respectfully to them and guide them to the pharmacist for accurate answers. We can also make it personal. A friendly, relatable interaction or story from us can really ease fears or hesitation in that patient technicians also play a vital role in workflow management, pre-screening patients, preparing vaccine supplies, completing those consent forms, managing inventory and making sure that data is flowing into the state immunization registries properly.

(27:40):

That is so important that data is so important to be up to date and is wonderful responsibilities for technicians to have all those behind the scenes steps. Keep vaccination programs safe, compliant and deficient. When technicians are empowered to handle those tasks, pharmacists can focus on clinical care, patient questions and provider collaboration to expand the immunization program that you have. So when we talk about addressing immunization gaps, our role as technicians is really threefold access. We make vaccines more available by assisting with scheduling, intake, administration, education. We build trust and awareness through that one-on-one patient engagement.

Kelli Stovall (28:32):

Thirdly, execution. We ensure documented properly every

Samantha Pomeroy (28:39):

Single time.

(28:41):

Pharmacy technicians can truly be the backbone of a successful immunization program. So if you’re not utilizing your technicians, I highly encourage you to. We’re not just helping the pharmacist vaccinate more patients, we are helping communities to stay protected. Every vaccine that we prepare, every reminder that we give, every record we enter, moves us one step closer to closing that care gap. So let’s go on to our next test, our knowledge question I. When a patient expresses vaccine hesitancy, which approach has been shown to be most effective? A, provide multiple scientific studies to prove the vaccine safety. B, use empathy and confident presumptive language within a two way conversation. C, avoid the topic altogether to preserve the relationship. C, emphasize the financial penalties of being unvaccinated. The correct answer is B. Use empathy and confident presumptive language within a two way conversation. , let’s shift into how we communicate about vaccines because the way that we have these conversations often determines whether a patient says yes or no.

(30:02):

One of the most powerful strategies is leading with confidence research and the A SHP vaccine confidence toolkit both emphasizes that a clear presumptive recommendation from a trusted healthcare provider, including technicians and pharmacist, is the strongest predictor of vaccine acceptance. So instead of asking, would you to get your flu shot today? Say you’re due for your flu shot, we can take care of that while you’re here. That simple shift signals confidence and it normalizes vaccinations as part of routine care. Our tone and wording set the expectation that vaccinations is the standard, not the exception. Next is empathy and active listening. We all know patients who have questions or concerns and sometimes they just want to be heard.

(31:00):

They just want to be heard. I said, start with curiosity. Get them engaged. What have you heard about this vaccine? This helps us to understand what is really driving that patient’s hesitation. We can acknowledge their feelings first. That’s a good question. A lot of people wonder that normalize it before sharing facts. When patients feel respected, they’re more open to what we have to say. For patients who are hesitant, motivational interviewing can be really affected. How can we open them up? How can we get involved in that two-way conversation? You can use the ask, share, ask model. This is a very effective model. First, ask what concerns them? Then share clear, honest, easy to understand information, not too much at once. And finally, ask again, how does that sound to you or what would make you feel more comfortable? This keeps the dialogue open and it shows that we’re partners in their health decisions, not just pushing an agenda.

(32:07):

We can also normalize it with stories or examples of our own, as I mentioned, and elaborate on those. Use examples of patients and their stories and when misinformation comes up and it will. As Kelli mentioned in today’s climate, we have social media. We have so many things. Instead of repeating MISS or debating with the patient, we need to focus on trusted sources the CDC, the FDA or A SHP. You can say something, actually that’s a common question, but this vaccine can’t give you the illness. It helps your body recognize and fight it. Simple, respectful, fact-based explanations work best here. I also want to mention that A SHP toolkit provides MythBusters and they also have an FAQ handout for pharmacy teams to use in practice that we have linked in the resource section at the end of the presentation that I highly recommend that you look up.

(33:06):

And finally, always keep the door open. Even if a patient says no today, thank them for talking about it. Thank them for their insights. Say something, if you ever change your mind or have more questions, we’re always here. That tells them that you’re a safe, trusted place to come back to. And often that is what leads to a yes the next time. So if we sum this up, let’s lead with confidence. Listen with empathy, get them engaged. Use the ask, share, ask approach. Normalize vaccinations through stories and examples. Be relational with your patients, correct misinformation. Gently use simple facts and always leave the door open because ultimately a confident recommendation delivered with empathy is the most effective vaccine that we can give. , our next test, our knowledge question. A busy pharmacy is experiencing delays in its vaccination process and missing documentation in the state registry. Which workflow improvement would have the greatest immediate impact on both efficiency and compliance? A, adding a second refrigerator for vaccine storage. B, creating a daily prescreening and documentation checklist for the immunization. Team C, allowing walk-in vaccines only during low volume hours. D. Assigning one pharmacist to handle all vaccine entry at the end of each day. I’m sure the pharmacist on here

Kelli Stovall (34:45):

Would not that. The correct

Samantha Pomeroy (34:53):

Answer is B, creating a daily pre-screening and documentation checklist for the immunization team. , so now that we’ve discussed communication and engagement, let’s talk about what happens behind the counter. The systems that ultimately we put in place that make immunization delivery safe, efficient, and sustainable for our teams. And optimize. Workflow isn’t about speed, it is about structure. When every team member knows their role, when screening and documentation happens seamlessly, the result is a service that is both efficient and compliant. And it starts with role clarity. I can’t stress that enough. It starts with role clarity. Every immunization encounter should have a defined workflow. Who’s verifying eligibility? Who’s preparing the dose? Who’s administering, who’s documenting? That structure eliminates confusion and it keeps the process safe. A tip that always worked well for our team was posting an immunization workflow chart with everyone’s roles in the workflow posted around the pharmacy and in the immunization area so that everyone is aware and they can reference it at all times to keep them on track.

(36:14):

Prescreening tools are powerful. Kelli mentioned, whether you’re using your dispensing system, MTM software, she mentioned, a manual checklist can be simple or just through conversation at check-in or checkout. It’s easy to identify patients overdue for vaccines if you put it into place. Technicians can prep consent forms and vaccine information sheets in advance so they’re ready to go. When a patient comes in for a refill, that opportunity is already there. Technicians going back to them. They can truly be the glue of this whole process. We can manage consents, billing, data entry. We can monitor the cold chain storage. We keep the vaccine station organized and compliant. Again, going back to that study, it showed that when technicians were fully engaged in the workflow vaccine throughput can increase by 30%. That’s more patients protected with the same staffing that you have.

Kelli Stovall (37:20):

Documentation and compliance. The fund slide, I probably even say those words and there’s groans out there that I can’t. Let’s talk about a topic that’s critical to safe, effective immunization practice documentation and compliance. I know this might feel the paperwork part, but it’s really so much more than that. Proper documentation and compliance aren’t just regulatory requirements. They’re the foundation of patient safety, quality care, and trust in our services. But first, let’s focus on documentation. So every vaccine you administer should be recorded in the state immunization information system or the IS. This is more than a checkbox. It ensures that patients, providers, and public health authorities have an accurate record of what’s been given when you record a vaccine. Include the lot number, the expiration date, the manufacturer, and the administration site. Keeping these details accurate helps with patient safety and allows us to quickly respond if there’s ever a recall or safety notice.

(38:27):

You also want to maintain signed consent forms, vaccine information statements, and billing records. These are important not just for audits, but for demonstrating that you’re practicing responsibility and ethically. And remember, any adverse events need to be reported promptly. Again, it’s not about fear, it’s about keeping your patients safe and improving vaccine safety for everyone. Let’s discuss compliance for a bit. So vaccine storage and handling are essential. You should always follow CDC guidance, your board of pharmacy rules and manufacturer recommendations. Vaccines are delicate, they’re sensitive to temperature, light and handling. Logging refrigerator and freezer temps twice daily may feel very tedious, but we now all know it’s what keeps these vaccines effective. Think of it as caring for your patients before they even walk in the door. Staff competency is another cornerstone. Keep annual checklists for vaccine administration safety. This ensures everyone from pharmacists to technicians stays confident and skilled. Finally, review your workflow annually. Update it based on new CDC guidance, A CIP recommendations or changes in state law practices that stay current, reduce gaps, prevent errors, and maintain patient trust. So what’s the takeaway? Documentation and compliance are not just rules. They’re the backbone of safe immunization practice. They protect your patients, they protect your pharmacy, and they protect your team. When we take these steps consistently, we ensure that every dose we give is as safe and effective as possible.

Samantha Pomeroy (40:16):

Test our knowledge. Which statement best reflects the sustainable approach for pharmacies to expand humanization services and close care gaps? A, waiting for patients to request vaccines during flu. Season. B, viewing immunizations as a one-time clinical event. C. Treating every patient encounter as an opportunity to identify, educate and immunize or D, focusing only on vaccines covered by third party payers. The correct answer is C. Treating every patient encounter as an opportunity to identify, educate, and immunize.

Kelli Stovall (40:59):

, measuring success. Let’s shift into one of the most important parts of growing any immunization program. And again, anyone with tips from their own program, please drop those into the chat. That’s going to be very helpful to us as a collective group. Measuring success. I know it’s not the flashiest topic, but it’s the one that truly helps us understand whether all our hard work is paying off. You’ve probably heard the saying, what gets measured gets improved, and it absolutely applies here. So let’s talk about what’s worth tracking First. Keep an eye on your total vaccines, given it sounds simple, but this number tells the story. This number tells the story of your reach and your community impact. Next, look at your percentage of eligible patients who are actually immunized. This helps you see not just how many vaccines you’re giving, but how well you’re engaging the people who need them most.

(41:59):

Then we have missed opportunities. Those moments when a patient came in was eligible but left without being offered or receiving a vaccine. Reducing these can make a huge difference, as we talked about earlier, in both public health impact and workflow efficiency. So we can’t ignore the financial side either. So tracking revenue impact helps illustrate the value your immunization services are bringing back into the pharmacy. And finally, patient satisfaction. Because at the heart of all this, we’re taking care of people. Understanding their experience helps you strengthen trust and loyalty. From all of that data, you can build out three meaningful KPIs. The first is your vaccination rates over time. That trend tells you if your efforts are paying off season after season, year after year. The second KPI is a reduction in missed opportunities. Even small shifts here can create big wins. And the third is patient satisfaction and engagement, which really reflects how well your team is connecting with your community.

(43:05):

Now, the real magic comes from pulling all of this data together into monthly reports or dashboards. These don’t have to be complicated, just something clear and consistent that helps your team see what’s working and where you may want to pivot. Now all of those things may seem overwhelming to some, and there may be some people on your staff that love this kind of work. Find those folks. Make this, this job makes this their job to keep up with this data. Build these dashboards so others can see where you can improve and where you can pivot. The key word here is consistency. Tracking regularly helps you celebrate progress spot trends early and make proactive adjustments instead of reactive decisions. When you measure well, you improve with purpose, and that’s how strong sustainable immunization programs are built. Let’s go to the

(43:59):

Sustaining improvement, quality improvement. Essentially closing immunization gaps is an ongoing effort and requires a culture of prevention. Let’s look at a few ways to ensure your program is set for continued improvement. Let’s look at some examples. Let’s say technicians flag eligible patients. This allows the pharmacist to follow through and then a vaccine be administered. MTM sessions, we talked about that earlier. Build those protocols where every MTM session, there’s a vaccination discussion integrated into that review. This will lead to more patients receiving a pneumococcal vaccine. Fostering community partnerships can extend vaccine reach outside your customer base as well. So pharmacies can sustain improvement by staff. Training on a CIP updates, annual standing order reviews, collaboration with providers, public health officials for referrals, celebrating wins. Always celebrate the wins. Recognize your staff for every improvement in vaccine coverage. Building a culture of prevention in your pharmacy strengthens your team and your community.

(45:16):

Now let’s summarize all we’ve talked about today. So every encounter is a vaccine opportunity. Never underestimate the impact of one conversation. Perhaps it’s a conversation with a grandmother wanting to protect her new grandchild. She may decide to get a T DAP to protect the newborn patient. Avoiding hospitalizations, pneumococcal vaccines can help prevent serious illnesses and hospitalizations. There’s a community ripple effect here. Reach out to local employers. Flu shots at work lead to family vaccinations and broader protection. So remember, pharmacists change lives. You change lives, one interaction at a time. Every check, every prompt, and every conversation counts.

(46:08):

I take this with you. Identify, educate, immunize. Remember those three things. In closing, I would encourage you to think about your next step. Implement at least one small change in your workflow this week. Screening forms IIS checks or technician LED calls, and then be consistent. Consistency leads to community-wide impact. Together we can close immunization gaps and strengthen the health of every community we serve. So that’s the end of the presentation, but I want to call out the

Samantha Pomeroy (47:09):

So we really thank you for your participation today, and here are the codes and the instructions for claiming your CE.

Kelli Stovall (47:17):

I would just also remind you that it’s approved for pharmacists and pharmacy technicians. So it really is a tool that you can train your staff with as well.

(47:27):

Thank you.