Filling a prescription can be a chore for anyone. But for people with disabilities, the hassles and challenges are amplified. Transportation and mobility issues, winter weather and long lines at the pharmacy can be daunting. For some, a simple refill can take half a day.
MetroHealth’s pharmacy team is working to change that. According to Joaquin Cuatepitzi, pharmacy services liaison, the goal is straightforward: to make medication management easier for every patient while giving providers practical support that streamlines care.
“We partner with care teams across departments to ensure patients receive the support they need,” says Cuatepitzi. “For example, for individuals who are blind or deaf, we focus on educating teams about our language access services, including Braille and interpretation options. When patients face challenges obtaining medications, we highlight solutions like home delivery to remove barriers and improve access. Our goal is to help care teams identify the right resources so every patient can experience seamless, personalized care.”
Home Delivery for Convenience and Safety
Home delivery is one of the most high-impact services. Patients can request refills through MyChart or by phone and have medications shipped directly to their home. For anyone facing transportation barriers, unpredictable weather or limited mobility, delivery removes significant hurdles. “I like to think that this service helps patients breathe easier,” Cuatepitzi says. “Instead of taking two buses to the pharmacy and waiting in line, they can relax at home and never miss a prescription refill.”
Pre-Packed Doses, Easy-to-Open Caps
The pharmacy’s compliance packaging program synchronizes all prescriptions to a single monthly cycle and provides medications in daily packets or bubble packs. Patients can take a pre-packed dose each day, avoiding the need to sort through several bottles. If a provider changes a dose or medication, the pharmacy lets patients know what to expect with their next delivery.
A lesser-known packaging feature is the convertible medication bottle cap. Most caps convert from childproof to easy open by flipping them over and twisting them on. Cuatepitzi says many adults are surprised to learn this, even after decades of taking daily medications. These caps can be especially helpful for patients with limited dexterity or hand strength.
Adherence Support with RxMAP
MetroHealth’s RxMAP program offers structured outreach to patients who may not be taking their meds consistently. Staff check in with patients by phone, discuss their medication schedules and connect them to services like compliance packaging when needed. They also encourage patients to sign up for MyChart automatic refill reminders as another layer of support.
In-House Prior Authorization
MetroHealth’s dedicated prior authorization (PA) department helps reduce delays that often prevent patients from starting necessary therapy. The team uses AI-supported tools that pull relevant Epic data directly into PA forms. The result is an average PA turnaround of 18 hours; more than 82% of PAs submitted by the MetroHealth team are approved.
Meds-to-Beds Supports Safe Transitions of Care
For patients leaving an inpatient or rehab setting, the Meds-to-Beds program delivers prescriptions directly to the bedside before discharge. Providers can also click the “pick up now” option in Epic for urgent outpatient needs. Once clicked, the pharmacy fills the prescription within about 15 minutes.
Translation Services for Clearer Communication
The pharmacy can print labels in 25 languages and offers real-time translation by phone or in person. Cuatepitzi says this service is underutilized—he’s eager to see more patients take advantage of it.
Save a Stop
Add that for those who want to go to one of our retail pharmacies, we are located at 12 locations throughout Northeast Ohio, including Old Brooklyn where the Rehabilitation Institute is located.
“We want people to know that these services aren’t extras,” Cuatepitzi says. “They’re practical solutions that remove barriers and improve patients’ health. Even one small service can change a patient’s experience.”
To learn more about pharmacy services or schedule an in-service for your team, contact Joaquin Cuatepitzi at [email protected].
