Australian pharmacy quality audit program team
The Pharmacy Guild of Australia’s Quality Care Pharmacy Program (QCPP) manages quality assurance for community pharmacies in Australia, with nearly 95% of those pharmacies accredited.
How do you standardize extraordinary care?
The Guild asked EY to lead a nationwide quality management audit project for more than 5,500 community pharmacies eligible for accreditation. The audits cover all aspects of pharmacy operations, including human resources, financial management and pharmacy services, such as prescriptions and access to vaccinations, maintenance of premises and equipment, advertising and marketing.
The project is led by a cross-service-line team of professionals from CCaSS, PPM, Assurance, Tax and Health Strategy. They will conduct, resolve and project-manage more than 5,200 audits across Australia over a two-year period. The team creates efficiencies by working with EY Global Delivery Services and contingent workers, and it has implemented automated digital solutions to decrease costs and free up team members to focus on client service.
The team leveraged EY’s pharmacy and quality management knowledge to develop a risk-based, outcomes-focused audit questionnaire and to conduct auditor training. They worked with market research organization EY Sweeney to create a tablet-based checklist from the questionnaire and a web-based data capture tool. The tablet checklist reduces disruption to pharmacies during the audits and allows auditors to analyze pharmacy responses in real time. The data capture tool automates the development of audit reports and facilitates the efficient communication and resolution of quality improvement actions to the pharmacies and the Guild.
The team uses geo-clustering to plan the audit schedule, which capitalizes on efficiencies that reduce the overall costs of the program. They also consult an Expert Advisory Committee of pharmacy specialists to help them review their processes and proactively respond to developments in the community pharmacies.
The team’s attention to detail has paid off. They have become valued partners to the Guild and recently won a four-year contract extension. They’ve also gained the trust of the community pharmacies, as demonstrated by the 95% satisfaction rating on the most recent customer survey, and they are supporting the quality provision of therapeutic goods and services across Australia.
Poland healthcare report team
Chronic obstructive pulmonary disease (COPD) was the third most common cause of death globally in 2012. In Poland, about 2 million people suffer from the chronic and debilitating disease, out of which 33% receive constant pharmacological treatment.
How can macroeconomics help a nation breathe more easily?
A pharmaceutical company developed a special inhaler for COPD patients that alleviates the symptoms of the disease at a cost of 50 euros per month. However, without government assistance, it was too costly for many patients.
The client commissioned EY to produce a report that examined the impact of COPD on the Polish economy. A cross-service-line team sent a powerful message to the country’s government regulators, by looking beyond the 100 million euros a year of direct medical costs associated with COPD to the much larger deficit left by the millions of people who are unable to effectively work and contribute to the nation’s GDP.
They worked with market researchers to conduct a survey of 400 patients and gather data on how their lives have been affected by COPD. They also interviewed professors, medical experts and health care professionals to verify the report’s information and testify to the disease’s impact.
The aim of the market research was to illustrate the effect of the disease in a more emotional and relatable way. The arguments presented in the report were referred to as the main points of discussion at a number of health care events. The report strongly supported the qualification process and helped to convince the government to subsidize more than two-thirds of the drug’s cost, making it much more affordable for patients at 15 euros per month, and bringing relief to many of Poland’s COPD sufferers.
EY Allies in South Africa team
The lesbian, gay, bisexual, transgender (LGBT) movement in South Africa has a complicated history. Following the end of apartheid, South Africa appeared to become a beacon of progress, enacting the world’s first constitution to outlaw discrimination based on sexual orientation and becoming the first — and still, only — African nation to legalize same-sex marriage. But despite these progressive landmarks, LGBT South Africans continue to face social stigma, extreme homophobic violence and high rates of HIV/AIDS.
How can one action be the wave that changes the tide?
In May 2016, EY Allies was founded in support of LGBT rights and issues to make the EY experience exceptional for LGBT professionals. Many of the group’s members suffered discrimination during the apartheid era and refuse to stand by as a new generation of hatred is inflicted on the LGBT community.
In just a short amount of time, they’ve already made a tremendous impact in the EY member firm office in South Africa, promoting the extension of maternity, paternity or adoption leave and benefit rights for same-sex couples.
Part of their mission of inclusiveness is taking a public stand for the LGBT community. Supported by family and friends, they took to the streets to participate in the 2016 Johannesburg Pride Parade, wearing black “I ‘Heart’ EY” T-shirts with rainbow-colored hearts. EY Allies was the only corporate participant at the parade.
The group has now grown to include more than 70 Allies, each committed to building support in the community for LGBT rights and causes. They now want to make an impact in African countries like Kenya, Nigeria and Côte d’Ivoire, where the situation is even more challenging for the LGBT community than in South Africa.
With a background in math and data analytics, Luke Soon first came to EY with a curiosity for deeper insights into customer experience. Now, as the leader of the Asean customer experience team, he instills that same curiosity in his team members.
How do you test the formula for happiness?
Luke has assembled an international, diverse team of professionals in experience design, analytics, finance and strategy who share his philosophy — that to simply answer a client’s request is inadequate. He encourages them to continually look for better questions to ask and new challenges to address.
He confirms that team members have plenty of exposure to clients, no matter what their level and uses his own extensive client network to ensure that his team is leveraging the knowledge found across our organization.
This approach has led to some great results for the team’s media and telecommunications clients. One such solution, called the “retail simulator,” helps his clients better understand the impact of their decisions by examining how “left-brained,” statistics-based analysis impacts “right-brained,” emotional responses and the elasticity of the customer experience. It compiles customer data that allows the user to gain insights that help assess the impact to the customer of, for example, a retailer closing a particular store.
One of the most important aspects of the simulator is the “X-calculator,” which creates a metric for understanding customer experience, assigning objective values to subjective experiences like queue times, shopping enjoyment and call center response. It allows professionals across many different departments to communicate a standardized, uniform language. To date, the X-calculator has identified millions of US dollars in experience improvement opportunities across several operators in Southeast Asia.
Luke is an eternal optimist who cares deeply about the work he, and his team, does at EY and supports his colleagues throughout proposals, projects and in their personal lives. By challenging and engaging his people, Luke is not only making their EY experience better, but also the experience of our clients.