Case study
Take a breath: Teamwork and dedication help a patient receive a lifesaving medical device
Many parents know that trying to locate a specific medical device or treatment for their children can be a stressful and frustrating experience, especially if it isn’t covered by their insurance.
Unfortunately, it’s a common misconception that it’s impossible to connect with a real person at a Fortune 10 company for assistance with navigating the healthcare system. In service of our customers and patients, Cencora’s Consumer Products team often provides support during urgent situations to help improve outcomes for everyone involved.
Unfortunately, it’s a common misconception that it’s impossible to connect with a real person at a Fortune 10 company for assistance with navigating the healthcare system. In service of our customers and patients, Cencora’s Consumer Products team often provides support during urgent situations to help improve outcomes for everyone involved.
Recently, a mother was urgently searching for an AeroChamber — a respiratory medical device that assists with delivering medicine to her child’s small airways. When she encountered issues with her insurance coverage while trying to buy the device, she reached out to the manufacturer, Monaghan Medical Corporation. Monaghan then contacted Cencora for help with locating the device at a nearby pharmacy for the parent to purchase.
William Seitz, President of Monaghan Medical Corp, said “The young child’s mother contacted our Monaghan office directly, determined to receive the AeroChamber® FLOW-VU® Valved Holding Chamber (VHC) brand name that her physician prescribed to use with MDI. Our Monaghan staff communicates regularly with Cencora team, so together we provided list of several pharmacies near mother’s home that stock AeroChamber® VHC. This was good example of our healthcare system working efficiently towards what is most important, helping patients.”
Since time was of the essence, Anna, a Cencora replenishment buyer, quickly responded to the request and discovered that our Seattle distribution center had the necessary AeroChamber in stock.
“When Monaghan came to me looking for products, I knew that we had the products they needed. It was just a matter of advising them where to go. I’m glad to help the mother secure what was needed for her child. Hearing such stories from our customers makes my job more rewarding and reminds us why we do what we do every day with the collaboration of everyone on the team,” said Anna.
“When Monaghan came to me looking for products, I knew that we had the products they needed. It was just a matter of advising them where to go. I’m glad to help the mother secure what was needed for her child. Hearing such stories from our customers makes my job more rewarding and reminds us why we do what we do every day with the collaboration of everyone on the team,” said Anna.
Alexandra, a Cencora category manager, compiled a list of local independent pharmacies within the family’s zip to aid in their search for the device.
“Whether it’s an inexpensive item or something more costly, these are challenges that patients may encounter regularly,” said Alexandra. “Taking less than ten minutes on my side to assist them in finding crucial information can truly make a significant impact.”
This efficient, dedicated teamwork ensured that Cencora met the patient’s needs promptly and effectively. “As someone who's soon to be a mother of three children under three and a half years old, I empathize with the daunting task of sourcing essential products or medication for one’s child without knowing where to turn,” said Alexandra.
The mother followed up with our Customer Service team to say that she was able to get the AeroChamber for her child through our partner pharmacy and to express her heartfelt gratitude and appreciation.
This success story is just one example of what Cencora does every day for patients worldwide. It’s never just one person, but a team of people working together across our company who make it their mission to help the patients waiting at the end of every shipment.
