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PHARMACY: Multiple pharmacies in western Washington

EDUCATION: Both graduated from Washington State University in 2010.

IT RUNS IN THE FAMILY: Will grew up in the pharmacy; his father, Bruce, opened an independent pharmacy in 1987, the year after Will was born. Courtney is the seventh pharmacist in five generations. “My grandfather, Richard Laws, was a pharmacist from a rural area in Mississippi and gave me a #1 pharmacist lapel pin when I was around 10 years old,” she said. Thus began her trajectory toward making a difference in independent pharmacy.

AN ENTREPRENEURIAL MINDSET: With their families filled with small business owners and pharmacists, the business side came naturally to Will and Courtney, who have been in ownership since 2017. Their pharmacies offer a wide range of services including but not limited to full-line retail, compliance packaging, immunizations, delivery/mail service and a gift shop. One location even has a liquor store. They are all affiliates of the Cascadia Pharmacy Group, which has allowed them to constantly collaborate with some of the best pharmacists and business owners in the country.

By emphasizing personalized care and expanding services like medication management and wellness programs, independent pharmacies can enhance their value. “Embracing technology to streamline operations and improve patient interactions will also be key. By being adaptable and proactive, independent pharmacies can ensure their continued success and relevance in the community,” they said.

KEEPING IT IN THE COMMUNITY: Will and Courtney use local businesses as often as they can – contractors for projects within the pharmacies, banks, artists and vendors to sell products that in turn provide income to those who live in the area. They said their staff love their communities, and they want others to love it too. “Our commitment to small business and entrepreneurship drives us to deliver premier services and care, ensuring the ongoing success of personal and engaging health care in our communities.”

ENGAGEMENT IS KEY: “We strongly believe that a pharmacist can be a pharmacist anywhere, but if they don’t engage with their staff, patients, or providers, or even their community, then they can’t make a difference,” Will and Courtney said. Through independent pharmacy, they continually prioritize the well-being of their patients, employees, and communities; independent pharmacy owners and staff have a genuine vested interest in their neighbors’ health, fostering a sense of pride in their work.

USING ALL SKILLS AND KNOWLEDGE: According to Will and Courtney, “We make all roles in our company able to work ‘at the top of their license’ utilizing state protocols, collaborative practice agreements, understanding our rules and legal ability … but we do all of this in efficient, effective ways and educate all staff of what we can provide. The health care system is becoming impersonal … to truly treat a patient, you need to know about their life, their demographics, their struggles, what obstacles they face with their health care.”

One of the greatest strengths of independent pharmacy is the ability to adjust quickly in response to changing conditions. They said it’s important to continue leading the way in supporting their patients and communities, ensuring that they remain at the forefront of health care innovation.

GETTING THROUGH TO FELLOW PHARMACISTS: “Many pharmacists are unaware of how reimbursement works or the complexities of PBMs and insurance dynamics,” they said. “Educating our peers on these issues can illuminate the realities of our profession and enhance their appreciation for the work we do, making it more rewarding. So many times, when talking to pharmacist friends in all areas of pharmacy, they are clueless of where, who, why and how they get paid for the services they provide.” They have hired pharmacists from the chains, and said those pharmacists are astonished to find out how PBMs work, see reimbursement amounts, how insurance companies steer patients, how wholesalers’ relationships work, and how fun pharmacy can be with the right priorities.

NCPA OFFERS IMMENSE VALUE: Will and Courtney primarily value NCPA’s strong advocacy for the profession, saying, “Their commitment to engaging with us and addressing tough conversations is vital as our industry evolves. Membership provides invaluable fellowship with colleagues, and the NCPA staff, including the outstanding leadership of (NCPA CEO) Doug Hoey, consistently support us, whether in person or virtually.”