New Patient Contact Centre Launched in Mississauga

Galen G. Weston, Executive Chairman and President, Loblaw Companies Limited, Amrit Mangat, MPP Mississauga--Brampton South, Dr. Eric Hoskins, Minister of Health and Long-Term Care, and Mike Motz, President, Shoppers Drug Mart, cut the ribbon for the grand opening of the first-of-its-kind Patient Contact Centre in Canada. The Shoppers Drug Mart Patient Contact Centre is creating 140 new highly-skilled jobs and helping to ensure patients are taking their medications as prescribed.

Galen G. Weston, Executive Chairman and President, Loblaw Companies Limited, Amrit Mangat, MPP Mississauga–Brampton South, Dr. Eric Hoskins, Minister of Health and Long-Term Care, and Mike Motz, President, Shoppers Drug Mart, cut the ribbon for the grand opening of the first-of-its-kind Patient Contact Centre in Canada. The Shoppers Drug Mart Patient Contact Centre is creating 140 new highly-skilled jobs and helping to ensure patients are taking their medications as prescribed.

The first-of-its-kind facility has just opened its doors in Mississauga.

Shoppers Drug Mart (SDM) has established the SDM Patient Contact Centre that will provide 140 new, highly-skilled jobs including 50 pharmacists and 75 pharmacy technicians. The goal of this state-of-the-art facility is to help tackle a serious problem of medical non-adherence—an issue that results in an annual cost of $7-9 billion to Canada’s health care system.

The Patient Contact Centre will be an inbound and outbound patient contact centre, with the capability to generate 100,000 outbound calls per week.

The facility will provide support for local pharmacies:

  • Each call shows the phone number of the patient’s local pharmacy on their call display;
  • Prescriptions are refilled at the local pharmacy;
  • The Centre can also contact a patient’s physician to authorize refills and prescription adaptations; and
  • Allows local pharmacies to focus on in-person services like providing flu shots and, in many provinces, assess minor ailments.

The Patient Contact Centre will focus primarily on newly diagnosed patients with chronic diseases who are the most likely to have difficulties with their medications and patients who have not refilled their prescriptions and are therefore not taking their medications.

The Patient Care Centre is located at 1685 Tech Avenue Unit 4.

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