Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover
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1 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover OSHP 77 th Annual Meeting Thursday, April 21, 2016 Tyler A. Vest, Pharm.D. Candidate 2016 University of Cincinnati James L. Winkle College of Pharmacy Katie Clark McKinney, Pharm.D., M.S., BCPS Director, Pharmacy Services, University of Cincinnati Medical Center
2 Pharmacist Learning Objectives Review pharmacy technician turnover metrics at the University of Cincinnati Medical Center Recognize the impact and costs associated with pharmacy technician turnover Discuss ways to decrease pharmacy technician turnover Assess directions to increase pharmacy technician engagement Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 2
3 Technician Learning Objectives Identify how pharmacy technician turnover can affect the department of pharmacy Evaluate the importance of pharmacy technician engagement Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 3
4 Introduction To UC Health University of Cincinnati Medical Center (UCMC) Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 4
5 Practice Advancement Initiative (PAI) The consensus of the Pharmacy Practice Model Summit. Am J Health Syst Pharm. 2011;68(12): Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 5
6 PAI (continued) Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 6
7 PAI (Continued) Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 7
8 Impact of Technician Turnover Replacing an employee is 1.5 times annual salary UCMC wants to decrease technician turnover Increased turnover results from Low engagement Wage disparities Poor working conditions Conflict Poor communication Mueller A. The Cost Of Hiring A New Employee. Investopedia, Available at: Accessed August 13, Waldman JD, Kelly F, Arora S, Smith HL. The shocking cost of turnover in health care. Health Care Manage Rev. 2004;29(1):2-7. Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 8
9 Impact of Technician Turnover (Continued) Pharmacy technician turnover results in Decreased morale Loss of productivity Less training for positions Overtime Open FTEs Engagement of technicians is crucial for practice advancement Desselle SP. Job turnover intentions among Certified Pharmacy Technicians. J Am Pharm Assoc(2003). 2005;45(6): Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 9
10 UCMC Case Study Purpose Assess estimated costs of replacing pharmacy technicians Goals/Objectives Estimate the cost of pharmacy technician turnover at UCMC Evaluate relationship between overtime and open positions Identify opportunities to increase engagement Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 10
11 Methods Retrospective analysis of FY15 Data points Pharmacy technician/intern overtime hours by week Pharmacy technician/intern open FTEs by week Assumptions made Average rate of pay for pharmacy technicians Costs associated with hiring, training, and replacing Center for Law and Social Policy and Center for Economic and Policy Research (CLASP-CEPR) Turnover Calculator Actual overtime spend is in dollars Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 11
12 UCMC Technician Overtime (FY15) Characteristic Hours Amount Weekly Inpatient Pharmacy Technician Overtime (Average) Weekly Outpatient Pharmacy Technician Overtime (Average) Total Inpatient Pharmacy Technician Overtime Total Outpatient Pharmacy Technician Overtime Inpatient and Outpatient Total Pharmacy Technician Overtime 77 $1,363 4 $71 3,904 $69, $3,876 4,123 $72,977 Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 12
13 UCMC Technician Open FTEs (FY15) Characteristic FTEs Weekly Inpatient Pharmacy Technician 5.23 Weekly Outpatient Pharmacy Technician 2.75 Total Pharmacy Technician 7.98 Weekly Inpatient Pharmacy Intern 2.21 Weekly Outpatient Pharmacy Intern 0.27 Total Pharmacy Intern 2.48 Total Inpatient 7.44 Total Outpatient 3.02 Inpatient and Outpatient Total Open FTEs Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 13
14 Overtime Expense VS. Open FTEs (FY15) Overtime Expenses FY15 Week Open FTEs Overtime Expenses Open FTEs Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 14
15 Observations Noted Technician positions are Difficult to fill Difficult to retain Open FTEs through the entirety of FY15 Open positions result in overtime expense Costs associated with recruitment, replacement, and training were included Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 15
16 Methodology: Turnover Calculator Rosnick D. CLASP-CEPR Turnover Calculator. Available at: Accessed August 13, Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 16
17 Methodology: Turnover Calculator (Continued) Rosnick D. CLASP-CEPR Turnover Calculator. Available at: Accessed August 13, Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 17
18 Methodology: Turnover Calculator (Continued) Rosnick D. CLASP-CEPR Turnover Calculator. Available at: Accessed August 13, Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 18
19 UCMC Turnover Costs Characteristic CLASP-CEPR Turnover Cost Estimate Per 1.0 Technician FTE Amount $18,006 Pharmacy Technician Annual Salary $36,816 Estimated Cost To Replace 1.0FTE of Pharmacy Technician $54,822 Total Average Open FTE Total Turnover Cost, FY15 $573,437 Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 19
20 UCMC Technician Turnover (FY16) FY16 (July1 February 22) Inpatient/Infusion Pharmacy Outpatient/ AmbulatoryClinic Pharmacies Open FTEs, Average Technician Vacancy Rate FTEsTurned Over (Associate Count) % 8.04(12) % 0 (0)* *Attrition, FY15 Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 20
21 UCMC s Retention Challenges Natural turnover due to student associates Academic Medical Center Our Mission Is To: Provide life changing, patient centered medical care Drive innovation through groundbreaking research Educate and inspire the next generation of healthcare professionals Other healthcare careers Environmental influences Complex system Challenging to navigate Fast-paced Communication Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 21
22 Human Resources (HR) Recruitment Strategies External recruitment Purposeful to get the right fit Relationship development Local colleges Technician training programs Conversed regarding technician qualifications upon hire One year from date of hire to receive technician certification Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 22
23 Pharmacy Recruitment Strategies Identified contacts for technician training programs Program coordinator and placement specialist Extended opportunity to post to online job boards Receive candidate referrals from network Invited to participate in Advisory Boards Considering affiliation agreements as experiential sites Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 23
24 UCMC PAI Dashboard Goal 1 Goal 2 Goal3 Goal 4 Goal 5 Pharmacist roles, practices, and activities will improve medication use and optimize medication related outcomes. Pharmacy technicians will prepare and distribute medications and perform other functions that do not require a pharmacist's professional judgment. Pharmacists and pharmacy technicians will have appropriate training and credentials for the activities performed within their scope of practice. Pharmacy departments utilize available automation and technology to improve patient safety and improve efficiency. Pharmacists will demonstrate leadership in exercising their responsibility for medication use systems and will be accountable for medication related patient outcomes UCMC 80% 67% 62% 52% 77% 2015 UCMC 72% 55% 60% 55% 67% 2014 UCMC 71% 58% 60% 66% 77% 2013 UCMC 74% 51% 59% 59% 67% 2012 UCMC 72% 56% 55% 44% 67% Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 24
25 Pharmacy Technician Engagement: Current Associates Professional development Meeting and travel support Career ladder (I, II, III) Organizational culture Identify meaningful roles Coordinator opportunities Retain talent within the health-system Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 25
26 Novel Roles For Pharmacy Technicians Expanding the role of the Pharmacy Technician Practice Advancement Initiative (PAI) Creation of novel roles Support development of pharmacy services Extending pharmacist s practice (PAI) Expansion to technician-led initiatives Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 26
27 UCMC Technician Training Program 1.0 FTE requested for FY17 Create and implement ASHP-accredited technician training program Based at UCMC Estimate 33% rate of hire following program completion Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 27
28 Future Directions Opportunity for an ASHP-accredited technician training school Assess the time to fill vacancies Evaluate strategies for pharmacy technician engagement Measuring future success: Turnover Retention Morale Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 28
29 Conclusions Technician overtime relates to staffing vacancies Pharmacy technician turnover expenses exceed projected salary adjustments Adjustments in technician wages must be considered to contend with attrition PAI offers unique opportunities for technician career development Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 29
30 References The consensus of the Pharmacy Practice Model Summit. Am J Health Syst Pharm. 2011;68(12): Mueller A. The Cost Of Hiring A New Employee. Investopedia, Available at: Accessed August 13, Waldman JD, Kelly F, Arora S, Smith HL. The shocking cost of turnover in health care. Health Care Manage Rev. 2004;29(1):2-7. DesselleSP. Job turnover intentions among Certified Pharmacy Technicians. J Am Pharm Assoc(2003). 2005;45(6): RosnickD. CLASP-CEPR Turnover Calculator. Available at: Accessed August 13, Thursday, April 21, 2016 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover Slide 30
31 Technical Difficulties: Challenges and Strategies to Address Pharmacy Technician Turnover OSHP 77 th Annual Meeting Thursday, April 21, 2016 Tyler A. Vest, Pharm.D. Candidate 2016 University of Cincinnati James L. Winkle College of Pharmacy Katie Clark McKinney, Pharm.D., M.S., BCPS Director, Pharmacy Services, University of Cincinnati Medical Center
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