How Mail-Order Pharmacy at ArchWell Health Delivers Accessible Care

Meeting the needs of older adults means finding new ways to remove barriers and deliver care that’s not only high quality, but accessible. That’s exactly what Man-Khoi Nguyen, director of clinical pharmacy, has set out to do since joining the ArchWell Health team in October 2022.

Fostering Accessible Care

Man-Khoi has always been fascinated with the ways medications can keep people healthy and save lives. Before earning his doctor of pharmacy degree, he minored in sociology, fueling his desire for healthcare to be equitable and accessible to all.

Since then, he has gained extensive experience working in various pharmacy settings to improve the quality of care and enhance member access to medication — making his role at ArchWell Health a perfect fit.

“I am passionate about helping our members remove barriers to accessing medications and collaborating with our providers for pharmaceutical care solutions,” he says.

To that end, this experienced ArchWell Health pharmacist (and classically trained violinist!) has been instrumental in designing a solution that helps members receive their medications more easily: mail-order pharmacy.

Building the Mail-Order Pharmacy

For many older adults, managing chronic conditions depends on consistent, timely access to prescriptions. But for those facing mobility challenges, fixed incomes or limited pharmacy access, staying on top of medications can become a real struggle. That’s where Man-Khoi’s work in building ArchWell Health’s mail-order pharmacy program comes in.

“Medication adherence plays a big role in helping our members stay active and healthy, but we knew that things like transportation and cost were getting in the way,” he says. “Mail order presented an opportunity to solve for both.”

Here’s how it works:

• Members use their local pharmacy to fill a new prescription for a chronic condition (e.g., high blood pressure, diabetes, depression).

• Once the member is stabilized on the medication, they can choose to fill their next prescription via mail order.

• When appropriate, the mail-order pharmacy fills the prescription with a generic rather than brand-name drug.

• The mail-order pharmacy typically sends a 90-day supply of the medication directly to the member’s home. (No delivery fees!)

• When auto-refills are enabled, the mail-order pharmacy can automatically ship the medication when a refill is due.

• If the member has multiple mail-order prescriptions, they can request delivery of all medications on the same day.

Of course, introducing a new solution is not without its challenges. Man-Khoi had to build trust and show the benefits of mail-order pharmacy, especially for those who were accustomed to traditional pickup routines.

“We had to address common concerns like medication safety during shipping, confirming that medications requiring temperature-controlled storage (such as insulin) are packaged appropriately,” he says.

But by anticipating and responding to key concerns, the program has taken off — and more and more ArchWell Health members are enjoying the benefits of mail-order pharmacy.

Maximizing the Impact

Since launching the program, Man-Khoi has seen tremendous value in members using mail-order pharmacy for their maintenance medications. The biggest benefits? Lower cost and greater convenience.

Cost benefits:

• Members have lower co-pays compared to what they might pay at a community or retail pharmacy. That’s because mail-order pharmacies can often secure lower costs for prescription drugs, and members can get the most savings with generic medications.

• Some mail-order pharmacies provide a split co-pay program in which members pay high copays in installments, helping them pay for their prescriptions over time.

Convenience:

• Reduce trips to the pharmacy, saving time and energy.

• Eliminate the need to plan or pay for transportation to and from the pharmacy.

• Get medications delivered to your own home, mailbox or alternate pickup site (when available), which can be especially helpful for those with limited pharmacy access.

• With auto-refill service, there’s no need to call and request refills when they’re due, helping members stay on track with their medication.

And the convenience doesn’t translate to a lack of personal service. If there are any questions about your prescriptions—from the most basic to the most complex or confidential—members can always talk to their ArchWell Health provider to discuss concerns or clear up confusion.

The Bottom Line

As Man-Khoi leads with compassion, he remains committed to breaking down barriers in healthcare, ensuring that older adults have equitable access to supportive, high-quality care.

“I love that members are taking advantage of their prescription benefits by getting their medications in a more convenient and less costly way,” says Man-Khoi. “I believe our members deserve the best care possible.”

Wondering how to get started with mail-order pharmacy? Talk to your ArchWell Health provider to learn more.