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CASE STUDY

Providing Remote Patient Care and Support Through the COVID-19 Pandemic

How BioMatrix Specialty Pharmacy rapidly enhanced digital communications to provide real-time patient support and expedited prescription refill processing

At the onset of the COVID-19 pandemic, patients were concerned about access to therapy, and many were requesting early re-fills. As payers across the nation were eliminating early refill restrictions and pharmacy work environments were changing rapidly, BioMatrix Specialty Pharmacy needed a solution that would allow their staff to facilitate timely access to care without compromising the high-touch, individualized adherence and support services the organization is known for.

BioMatrix quickly launched Citus Health’s HIPAA-compliant, secure communication solution that enabled SMS alerts and in-app chat capabilities. In addition, they used the configurable forms capability within the Citus platform to support patients with early refill requests and scheduling, improving both the refill communication process and speed for patients accessing their therapy.

In just one week, the specialty pharmacy averaged 100 new patients on the platform each day and received 621 new form submissions for refill and early refill requests. Eighty percent of all patients engaged in some manner via Citus Health.

BioMatrix was not only able to meet their goals for delivering digital patient support, but with the help of Citus Health, the pharmacy has gained new efficiencies across its operations that will extend beyond the coronavirus pandemic.

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