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Board hears broad input on pharmacist‑provided consultation; staff urged to focus on documentation, staffing and technology
Summary
At listening sessions summarized June 24, pharmacists and consumers told the board that consultation should be targeted (new therapies, dose changes, high‑risk meds), documented, and enabled by technology, while staffing, privacy and access for home delivery remain key barriers; board members asked staff to consider policies and examples rather than rigid rules.
The California State Board of Pharmacy discussed findings from pharmacist and consumer listening sessions on June 24 that highlighted both alignment and tension around pharmacist‑provided consultation.
Chair Maria Serpa told the board that pharmacists broadly agreed consultation should not be required for every prescription, but should be mandatory for new therapies, dose or instruction changes, high‑risk or specialty medications, and products with special storage needs. Pharmacists favored documenting consultation to demonstrate value and create an audit trail.
Consumers reported widely varying experiences: some routinely received counseling before receiving medication, while others — especially those receiving home delivery or curbside pickup — said they often received only written materials or none at all. Several consumers and board members raised privacy concerns about counseling that occurs in spaces where sensitive information can be overheard.
Public commenter Dr. Gray urged stronger documentation and enforcement of consultation quality, citing a controlled study he described as costing approximately $2 million and showing that well‑performed consultation reduced hospitalizations and emergency‑department visits. He also noted that federal Medicaid rules continue to require consultation in Medicaid cases.
Board members pressed staff to consider practical approaches rather than prescriptive operations: offering examples and policies for how pharmacists can provide meaningful counseling without merely asking patients whether they want it, leveraging secure digital options, and considering reimbursement mechanisms to support staff time for consultations. Members signaled support for allowing pharmacies flexibility to adopt policies and procedures tailored to diverse business models while protecting patient safety.
