the diplomat difference

1 The Diplomat Difference

EXECUTIVE TEAM

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THE DIPLOMAT DIFFERENCE

WHO WE ARE. WHAT WE DO.


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Over the last 10 years, it has become clear that specialty pharmacy management must become a top priority. Everyone is searching for solutions. How can costs be properly contained without compromising access, quality and service?

At Diplomat, our main focus is the patient. We offer a comprehensive care approach, including management of specialty medications within the pharmacy benefit and the medical benefit. We have a vast logistical reach and service patients in all 50 states—a true high-touch patient care model with optimal clinical and cost-effective results.

Yet, as an independent organization, we maintain our flexibility. This allows us to meet the market’s unique needs and offers patients the most innovative approaches to improve health. At Diplomat, we combine the technological advances of the biotech revolution with the time-honored traditions of personal service and care.

In this booklet, we explain how our offerings can be valuable to you and your patients. Here, we present an overview of who we are and the work we’re proud to do.

Phil Hagerman, RPh CEO, Diplomat

WELCOME

Proprietary information of Diplomat Pharmacy Inc. Subject to change without notice. Copyright © 2015 by Diplomat Pharmacy Inc. All rights reserved.

MISSION At Diplomat, we blend clinical excellence with a personal touch—for happier lives and health that lasts.

ABOUT DIPLOMAT Diplomat (NYSE: DPLO) serves patients and physicians in all 50 states as the nation’s largest independent specialty pharmacy. Headquartered in Flint, Michigan, the company focuses on medication management programs for people with complex chronic diseases, including oncology, immunology, hepatitis, multiple sclerosis, HIV, specialized infusion therapy needs and many other serious or long-term conditions—always focused on improving patient care and clinical adherence.

Diplomat opened its doors in 1975 as a neighborhood pharmacy with one essential tenet: “Take good care of patients, and the rest falls into place.” Today, that tradition continues. In addition to operating as a specialty pharmacy, the company provides back-end services to retailers, hospital pharmacies and other industry stakeholders operating in the specialty market. In managed care, Diplomat offers specialty coverage to more than 13 million lives nationwide.1

In recent third-party surveys, Diplomat earned satisfaction rates of 99 percent with patients.2

Diplomat is accredited by ACHC, ASHP, URAC, VAWD and VIPPS.

Learn more at diplomat.is.

NATION’S LARGEST INDEPENDENT SPECIALTY PHARMACY


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7The Diplomat Difference

CONTENTS

WELCOME 5

LOCATIONS 8

OUR PATIENT CARE 9

PARTNERSHIPS 12DIPLOMAT UNIVERSITY 14

HOSPITALS + HEALTH SYSTEMS 16

PAYOR STRATEGIES 18

PHARMACEUTICAL MANUFACTURERS 20

RETAILERS + INDEPENDENT

PHARMACY GROUPS 22

SATISFACTION 24



LOCATIONS


Corporate Office +

National Distribution Center

Diplomat Locations

EnvoyHealth®

Locations

Scottsdale, AZ Carlsbad, CAOntario, CAEnfield, CTFt. Lauderdale, FLChicago, ILUrbandale, IAWest Springfield, MAWoburn, MAFlint, MIColumbia, MDSavage, MNGreensboro, NCRaleigh, NCCincinnati, OHMedia, PABrookhaven, PA


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To us, achieving excellence means giving patients their best chance for happier lives—lives with more moments, more milestones, more memories in the making. The result isn’t just an outcome: It’s an impact. That’s why we commit to helping one patient at a time.

“Take good care of patients, and the rest falls into place.” —DALE HAGERMAN, DIPLOMAT CO-FOUNDER

OUR PATIENT CARE

THE CENTER OF EVERYTHING WE DO.


Vicki | Diplomat Patient



FUNDING ASSISTANCE One of our primary focuses is on helping patients gain access to the limited-distribution drugs they’re prescribed, and one of the main points where patients have difficulty is copays. The funding team here at Diplomat helps patients find the best programs available to cut down the cost or eliminate their copay altogether. Diplomat also works with all manufacturers to support copay cards, free drug programs and all available avenues to help our patients start and maintain their therapy. In 2014, the funding team helped patients track down more than $55 million in third-party assistance.3

ADHERENCE PROGRAMS Through personalized patient counseling, we educate patients on side-effect management and ensure they stay on therapy. Our adherence team calls patients during their initial fill to teach them about symptoms and side effects. With certain programs, we’ll contact patients on specific days during their therapy to make sure they are doing well. If a patient experiences side effects during their therapy, they can contact one of our pharmacists, on call 24 hours a day.

BENEFITS INVESTIGATION We will contact the patient’s insurance to find out specifics about copays, mandates or requirements for a prior authorization. If a prescription is mandated to another pharmacy, we will “warm-transfer” it to the filling pharmacy, then follow up with the pharmacy and the physician’s office.

PATIENTS


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PRIOR AUTHORIZATIONS If a patient’s medication is denied by their insurance company, our appeals team would leap into action. We work with the physician’s office to compile clinical trials, white papers and other documentation to make the case for the treatment as you prescribe it.

APPEALS In the event that the insurance company rejects the claim, our appeals team would leap into action. We work with prescribers to compile clinical trials, white papers and other documentation to make the case for the treatment as prescribed.

DELIVERY COORDINATION Once all these tasks are complete, we will contact the patient to schedule the medication’s delivery. We can ship medications to their home, physician’s office or any other designated location, and schedule the delivery day to be most convenient.

CLINICAL CONSULTATIONS, 24/7 Our clinical team is here for patients and their prescribers, with pharmacists on call 24/7. Whenever anyone has a question, we have answers and insights.

PATIENT SENSITIVITY TRAINING Diplomat dedicates time to teaching employees the importance of compassion in patient care. Led by instructors, guest speakers and employees with personal experience, these classes educate our staff members about the patient journey. With insight comes empathy.

PATIENTS


At Diplomat, our programs blend clinical excellence with a personal touch, and our partnerships span the health care continuum.

• Education and training

• Hospitals and health systems

• Payor strategies

• Pharmaceutical manufacturers

• Retailers

BETTER RESULTS FOR YOUR PATIENTS. AND YOUR BUSINESS.


PARTNERSHIPS

TAILORED TO YOUR NEEDS.

13 The Diplomat Difference 13The Diplomat Difference



PARTNERSHIPS

EDUCATION + TRAINING

EXPERT TRAINING NOW AVAILABLE.

AT DIPLOMAT UNIVERSITY, our purpose is simple: We provide excellent ongoing education so that patients receive the best care possible—whether it’s from our team or from our partners.


WHERE EDUCATION DRIVES EXCELLENCE Through our Education & Quality Department, Diplomat has developed a number of courses that help organizations achieve top patient safety, adherence and overall business performance. We offer courses led by a fully trained staff, including pharmacists and nurses.

Here are some of the courses we’re offering externally—online, at your site or in Diplomat University’s training facility:

CLINICAL COURSES

• Current and Emerging Therapies in Specialty Pharmacy

• Disease State Overviews

• Specialty Device Training

SPECIALTY PHARMACY SERIES

• 340B Overview

• A Day in the Life of a Specialty Prescription

• Adverse Event Reporting

• Clinical Services

• Data Capabilities

• HUB Services

• Introduction to Specialty Pharmacy

• Managed Care

• Prior Authorization Process: Barriers to Access

• Relationship with Payors and Trends in the Marketplace

• Retail Specialty Network

• Specialty Pharmacy Operational Workflow and Issues Management

PROGRAM LAUNCH SUPPORT

• Hospital/Retail Specialty Network Partnership Trainings

• New Drug Launch Support

• Specialty Sales Team Trainings

PARTNERSHIPS



PARTNERSHIPS

HOSPITALS + HEALTH SYSTEMS

COMPLETE THE CARE CONTINUUM, WITH SPECIALTY.

FINALLY: CUSTOM-BUILT SPECIALTY SOLUTIONS for hospitals and health systems. Our Hospital Specialty Pharmacy Program can help you enter the market and succeed—with everything from education, to full administrative and clinical services.


PARTNERSHIPS

HELP FOR HOSPITALS Circumstances for today’s health care systems show a need for specialty pharmaceutical expertise:

Prescriptions are going out the door. Payor lock-outs and limited-distribution networks are moving specialty prescriptions from hospitals to other settings.

Hospitals are losing revenue. Specialty products are migrating out of hospital outpatient pharmacies.

PATIENT-CENTRIC, CLINICALLY PROVEN Bringing operational expertise and powerful care-management software, Diplomat offers hospitals and health systems a strategic partner for specialty-pharmacy initiatives. With solutions tailored to your needs, Diplomat helps you maximize both the care of your patients and the financial performance of your organization.

OUR CUSTOMIZABLE APPROACH

Dispensing support services: Our back-end services complement your current workflow while increasing your outpatient pharmacy’s dispensing volumes.

Prescription dispensing: We coordinate dispensing for drugs that can’t be filled due to restrictions, while providing complete dispensing information to prescribers.

340B support: Our 340B programs help maximize savings opportunities and offer patients specialty medications.

Customizable training: Our role- and client-specific training can be based on drug, disease state or process.

Accountable care organization (ACO) support: Our programs improve clinical adherence and assist with formulary strategy, care coordination and drug-delivery channels.

Specialty medication discharge planning: Our clinicians work with the hospital staff, and help reduce readmission rates in emergency rooms and hospitals, overall.



PARTNERSHIPS

PAYOR STRATEGIES

CARE MANAGED WELL.

‘HIGH-TOUCH CARE’ IS A BUZZWORD in the specialty pharmacy industry today, but not all high-touch programs are made equal. With a personal and proactive approach, Diplomat helps achieve optimal clinical adherence and an improved quality of life.


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PARTNERSHIPS

BETTER CARE, AT BETTER COSTS At Diplomat, we work closely with employer groups, health plans, pharmacy benefit management organizations, pharmacy consultants, unions and hospital systems. Diplomat can customize a program that fits best into their benefit design, for both immediate and long-term savings and better patient care. As part of our high-touch model, highly trained care coordinators reach out to patients no less than once a month.

DIPLOMAT’S KEY OFFERINGS

• Comprehensive care and quality management of specialty pharmaceuticals within the pharmacy and medical benefit

• Drug therapy management programs, targeting the leading chronic disease states

• Facilities with top-of-the-line production automation

• Full collaboration with each patient’s entire health care team

• Innovative exact-dose dispensing programs for high-cost orals

• Standard reporting, including measures for adherence, cost savings and clinical results

• Pharmacist access 24/7, 365 days a year

• 340B expertise

• Full transparency, so partners have access to real-time prescription status

• Proven results, with satisfaction ratings and drug-cost savings

• Hospital and retail pharmacy support services

• Patient advocacy team, to help patients manage complex treatment regimens, physician visits and insurance concerns

• No auto-refills: instead, a proactive model that delivers quality care with optimal cost-effectiveness

• Specialty infusion expertise with nurse support nationwide



PARTNERSHIPS

PHARMACEUTICAL MANUFACTURERS

SUPPORT AT EVERY STEP.

FROM BIG PHARMA TO START-UP BIOTECH, our focus on specialty medications makes Diplomat a smart partnership. Our connections link us to all parts of the health care industry. Our high-tech, high-touch model fosters adherence rates at over 90 percent.4 And our independence affords you the program flexibility to pinpoint and achieve your objectives.


PARTNERSHIPS

PRODUCT LAUNCH SUPPORT Diplomat’s teams can work with pharmaceutical manufacturer partners at any stage of the product lifecycle. From research and clinical trials to product launch and educational outreach, we can assist at every step.

Our broad expertise in channel management can help you navigate the specialty drug market. In addition, our staff members specialize in particular conditions, and their expertise can support the launch of intricate therapies. If necessary, we can help you develop a range of informative materials for your audiences.

CUSTOMIZABLE SERVICES Diplomat’s high-tech, high-touch patient model helps achieve the optimal adherence and persistency for a successful launch and market share growth. Our services include:

DRUG SELECTION + MANAGEMENT

• Customized packaging for specific medications and therapies

• Targeted pilot programs

• Product launch support and increased pull through

• Personal patient orientation and counseling

• Proactive, verified refill reminders

• Automated physician consultations and coordination

• Utilization and adherence assessments

• Full reporting capabilities

• Specialized storage and shipping. Diplomat will keep inventory in modern, temperature-controlled facilities and follow packaging and handling protocols designed to maintain product integrity.

• Logistics. We support distribution of therapies to a physician’s office for administration. We also offer support with patient assistance programs and wholesaler services for specialty medications.

• Benefit research. Reimbursement specialists explain coverage and pharmacy options to patients.

• Triage services. We can route prescriptions to a participating pharmacy and notify the doctor, patient and/or clearinghouse.


RETAILERS + INDEPENDENT PHARMACY GROUPS

YOUR BRIDGE TO SPECIALTY.

RETAIL SPECIALTY NETWORK (RSN): This partnership connects retailers to the specialty pharmacy arena—with back-end services that help your business and your patients.


PARTNERSHIPS


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PARTNERSHIPS

BECOME PART OF SOMETHING GREATER Linked by industry infrastructure and powerful treatment-tracking software, RSN offers companies like yours a strategic partner for back-end specialty services.

With advanced adherence measures and clinical expertise, RSN can help you improve clinical adherence rates. And with Diplomat, you cross into the specialty market with world-class patient care and clinical excellence at every step.

RESULTS, DELIVERED Branded communication. When Diplomat calls your patient, we follow your brand guidelines. You choose how we interact.

Increased adherence. Diplomat’s adherence rates are far beyond national averages—more than 90 percent4—thanks to a synchronized system of refills, renewals and reminders.

Symptom and side-effect management: Keeping patients on treatment gives them their best chance for great results. We offer the tools to help them stay on track.

Detailed reporting. You receive regular updates, including MPR reports sorted by therapeutic class.

Inside sales. Our dedicated sales team provides branded outreach to prescribers, generating new business growth.

Welcome outreach. With first fills, your specialty patients receive an introduction to your company’s new specialty offerings.

Prior authorizations. Diplomat works with all insurance companies to ensure your patients receive the drugs they need.

Refill reminders. Diplomat calls each patient at least once a month, asking about symptoms and side effects before coordinating the next delivery.

Specialty consultation. With questions from your pharmacists and patients, Diplomat offers help 24/7.



REFERENCES 1 13 million exclusive lives. Diplomat Payor Strategies Book of Business, Q1 2014. 2 Patient satisfaction at 99%. Diplomat Patient Satisfaction Surveys, 2014. 3 $34 million in copay assistance secured from third-party organizations in 2014 through Diplomat’s funding department. Diplomat Funding Results, 2014. 4 Adherence at over 90 percent. Based on average capped MPR, 2014.


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We’d love to hear from you.CALL TOLL-FREE 877.977.9118 EMAIL [email protected] VISIT diplomat.is @diplomatrx

Copyright © 2015 by Diplomat Pharmacy Inc. All rights reserved. Diplomat is a trademark of Diplomat Pharmacy Inc. BUSD-001907-0715

the diplomat difference

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