There are some misconceptions that MTM services, especially CMRs, must be delivered in person, but that isn’t the case. Most health plans allow services to be provided face-to-face, by phone or telehealth. If you aren’t sure what delivery methods are appropriate or allowed, call our help desk at (877) 237-0050.
When is phone a good choice for MTM?
Instances when meeting face to face isn’t an option, such as
- Physical distance restrictions
- Mobility or transportation limitations
- LTC patients
- Rural patients for which travel is a burden
- Language barriers
Instances when the patient prefers it:
- Can schedule at a time that works best for them
- May be easier to have a caregiver involved
Helpful reminders
| Do | Don't |
| Smile – it changes the tone of your voice | Don’t talk too fast. Speak slowly and clearly. |
| Make it personal; use the patient’s name throughout the conversation. | Don’t ramble. Give your patient a time to think and a chance to respond to you. |
| Ask open-ended questions and leave the door open for response. | Don’t be afraid of silence. Give the patient or yourself time to think. |
| Set the stage by explaining what you’re calling for and what they can expect from your conversation. | Don’t forget to compensate for lack of verbal cues. If you need a moment to review, say so. Ask for detailed descriptions of things you’d normally see, such as instructions on a bottle, demonstration of administration or colors of pills. |
| Ask for patient’s help; request they have the things you’d need to reference in front of them, such as medication bottles, and ask them to repeat an answer if you need to. |
Before you pick up the phone
- Have everything you need in front of you.
- Pause to switch mental tracks, so you can focus on the patient and desired outcome.
- Smile – it warms your voice and helps you sound friendly
Best practice: a technician can contact the patient to ensure they are available and have everything they need for the conversation in front of them before handing off to the pharmacist. This is especially helpful for a CMR.
Starting the conversation
- Introduce yourself.
- Verify you’re speaking with the right person.
- If needed, obtain patient consent to speak with someone else.
- Inform them why you’re calling.
For a consultation that may end up requiring a physician, you might say:
“I have a concern about one of your medications that I would like to talk with you about. Do you have a few minutes to talk?”
For adherence-based services, you could initiate your discussion by saying:
“It looks like you are due for a refill for your Metformin, how many pills do you have left?”
For starting the conversation on a CMR, it may sound like:
“Hi Mr. Jones! Today we are going to review all your medicines, both prescription and over the counter. I will make sure there are no interactions and address any questions you may have. We will go through your medicines one by one. Ok, what’s your first bottle?”
Before you hang up
Double check – did you get all the information you need?
- Address for Patient Takeaway
- Allergies and conditions for the Health Profile
- Information about a prescriber or upcoming appointment
Summarize
- Key points of your discussion, such as benefit from taking the medication as prescribed, how to administer a medication for best results, etc.
- Action steps, such as your follow-up with the prescriber, changing how they take a medication, date of next refill delivery, etc.