Is Your CMR Consumer-Friendly?


Comprehensive medication reviews (CMRs) are a key component of any Medication Therapy Management (MTM) program, but many health plan consumers don’t know what a CMR is until they’re targeted for one. For consumers with multiple chronic conditions who already have a great deal of contact with their medical providers, this process can seem like an unnecessary extra step.

With that in mind, health plans should focus on curating a more intentional experience for consumers selected for a CMR. Here are a few ways to build a more consumer-friendly CMR experience.

Consider Your Plan’s Overall Services
Before selecting a target CMR population, take stock of any special services your plan offers. If you already have an effective diabetes-related case management program in place, could your team bundle the CMR process into your existing diabetes program for a more seamless consumer experience? Consolidating a consumer’s touch points and focusing on maximizing the value of each communication will have a huge impact on your consumers’ perception of the CMR experience.

Prioritize Internal Education
Everyone in your organization should understand the value of a CMR, whether or not they are directly involved in the process. Getting your entire team on the same page is crucial to creating a better consumer experience. Ideally, all of your clinicians should work within the same platform so they can be aware of how frequently a consumer has been contacted and what’s already been communicated. A first step is as simple as circulating a brief overview of your CMR process, aligning your internal team to help address any questions or concerns that may arise from consumers.

Select Your Target Population Intentionally
If your plan isn’t equipped to integrate CMR with specialized processes, think about which segments of your population might be most in need of outreach. It may not be as helpful or well-received to focus your efforts on reaching out to consumers who already have the highest number of touch points throughout the year, such as consumers with diabetes or heart conditions. Similarly, if you continue to conduct CMRs with the same population each year, consumers will be less receptive to the process and less likely to benefit from it.

Rethink Your Outreach Strategy
If reaching out to the same consumers continually is unavoidable, make sure the experience is thoughtful and pleasant each time they hear from you. Are you making the most of each touch point, and are there better resources you can tap? An effective clinical workflow tool should enable a care team to adapt to meet consumers’ changing needs and tackle individual barriers to care as they arise. Use technology to keep your entire care team, including providers and pharmacists, in the loop on one platform and to connect consumers with additional resources like medication synchronization and at-home delivery. Consumers who have a good relationship with their doctor or the pharmacist they see frequently may respond more positively to that provider opening the conversation about medication adherence, and your tech platform can keep the whole care team informed.

At the end of the day, your CMR is a tool to keep consumers educated and empowered. Finding ways to better engage consumers will only increase the value of your CMR and your consumers’ overall satisfaction.

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