Barbara Giacomelli

The impact of the pandemic has transformed the pharmacy team, shifting not only day-to-day tasks but also how they engage with patients. Many pharmacists now find themselves shifting their approach to connect with patients through virtual exchanges, often helping them manage medication therapy and guiding them through complex patient care services via video. They are finding ways to minimize their physical contact; and while the traditional approach has changed, the focus on delivering a quality customer experience remains the same. Personal interactions are more important than ever.

This virtual evolution has set a precedent that is likely here to stay, but it has also posed a growing threat from another source: cyberattacks. A Deloitte study found a rise in phishing attacks correlated with increased remote work and personal device usage just weeks into the pandemic. That rise has only continued. Pharmacies must do what they can to ramp up cybersecurity efforts so they can keep the focus on patients and less on the growing risk of system vulnerability.

Be prepared

As pharmacy teams leave the four walls of the building and think through new ways to use technology, here are three ways leaders can think about potential cyberthreats:

• Maintain the latest software — Keeping your software up to date is integral to protecting your pharmacy against an attack. According to IBM Security’s 2020 data breach cost report, the use of smart technology can slash data breach costs in half. However, only 23% of health care organizations have fully deployed security automation tools. Be sure your network and computer security are updated often. This includes antivirus, anti-malware software and firewalls. The more current your software is, the lower the risk of attack to your system.
• Assess your risk — Take a proactive approach to protecting your organization’s data by consulting with a cybersecurity expert. Through an assessment, health systems can identify gaps and arm themselves with the solutions needed to strengthen their systems and better prevent hackers from exploiting vulnerabilities. They can also make sure pharmacy workers have the guidelines needed to handle virtual customer exchanges with minimal risk.
• Do your research — Looking for the warning signs early by identifying potential new vulnerabilities could help prevent system insecurity. Cybersecurity threats are growing every day and taking different forms, like bad actors holding patient data for ransom. Not taking new digital threats seriously could have harsh consequences.

For example, the use of Zoom video-conferencing software grew significantly when many shifted into a remote work environment. But its growth exposed a significant security issue when uninvited attendees began breaking into meetings, otherwise known as “Zoombombing.” The company, in response, added a layer of protection to prevent this vulnerability.

Serious potential consequences

For pharmacy leaders, ignoring these threats isn’t an option, as they not only expose patient information but they cost organizations a significant amount. In fact, data breaches cost companies an average of $3.96 million across all industries, but health care organizations suffer the most from them, with a price tag of $7.13 million on average, according to IBM Security’s report.

More importantly, not protecting patient data could damage the health system or pharmacy’s reputation and credibility with patients. According to a recent poll, pharmacists rank No. 4 in professions for high honesty and ethics, at 71%. Their due diligence in protecting patient data is key to maintaining their long-standing reputation as one of the most trusted health care professions.

Moving forward

There’s never been a more crucial time for pharmacy teams to be aware and prepared for how they handle patient data and confidential information. As leaders evaluate systems and software, pharmacy teams need more technology and access to data than ever before — which means bad actors can be zeroing in on your operations even now. It’s imperative to proactively evaluate your data security. Pharmacy operators can prepare with a few actions to ensure peace of mind from cyber attacks so they can focus on maintaining quality interactions with patients.

Barbara Giacomelli is the area vice president at McKesson Pharmacy Optimization.