323. Navigating Pharmacy IT - Lessons Learned From an Informatics Team Panel Discussion feat. Drs. Aaron Tse, Phuong Wood, and Kevin Tien

Intended Audience: Everyone

I'm excited to share highlights from an insightful new episode featuring a panel discussion with my colleagues, Drs. Aaron Tse, Phuong Wood, and Kevin Tian. This episode brings you lessons learned from seasoned informatics pharmacists, reflecting on years of experience and the ever-evolving landscape of pharmacy IT.

Key Takeaways & Lessons Learned:

If It Can Break, It Probably Will Kevin underscores the importance of thoughtful proofing of IT systems and workflows. Everything must be robustly validated and meticulously documented because, as he puts it, “users will always find a way around things—whether intentionally or not!” ➡️ Documentation is your safety net for when things go awry or users take unanticipated shortcuts.
The Power of Knowing the Full Process Phuong shares how understanding workflows from start to finish is crucial. Her experience managing medication billing and troubleshooting claim rejections revealed just how important it is to grasp the entire process—not just your silo. ➡️ The more you know about upstream and downstream effects, the better you can problem-solve and support your colleagues.
Don’t Take “No” for an Answer Aaron encourages all informatics professionals not to settle for the first “no”—especially from vendors or even within your own IT teams. Always dig deeper: is it a technical limitation, a resource issue, or simply a lack of knowledge? ➡️ Keep asking—sometimes solutions are possible with a little persistence!
Consistency & Team Cohesion The group discusses the importance of having a unified approach as a team. Even when documentation is lacking, shared values and consistent methods ensure smooth handoffs and reliable support for end users.

A final piece of advice is everyone should always be open to learning, prioritize effectively, and—above all—never forget you’re a pharmacist first. Whether you’re building, troubleshooting, or translating needs between teams, patient care is at the heart of everything you do.

Disclaimer: Views expressed are those of the individuals and do not reflect thoughts and opinions of any entity with which speakers have been, is now, or will be affiliated.
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For more information on pharmacy informatics, check out some of the following useful links:

ASHP's Section of Pharmacy Informatics and Technology: https://www.ashp.org/Pharmacy-Informaticist/Section-of-Pharmacy-Informatics-and-Technology/
HIMSS: https://www.himss.org/resources/pharmacy-informatics-and-its-cross-functional-role-healthcare

Disclaimer: Views expressed are my own and do not reflect thoughts and opinions of any entity with which I have been, am now, or will be affiliated.

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