Upgraded Technology for FrameworkLTC Pharmacies

The technology platform of your pharmacy software is critical to your pharmacy’s ability to perform and interface with the rest of the market. SoftWriters is excited to roll out long-term care pharmacy software that is built on the absolute latest technology platform. By utilizing the newest technologies and completely re-architecting the way our solutions work, SoftWriters is able to go beyond interfacing products to truly integrate them to act as one solution for you. This upgrade ensures all customers have the best pharmacy software and integration capabilities:

  • Working smarter: configuration, set-up information and data in one system can be used across the entire solution set
  • Integrated business logic provides quality checks not available on separate systems
  • Existing functionality is maintained, meaning no new training required
  • Improved workflow with integrated data management
  • FrameworkLTC 4.0 is now 92% code complete

 “The technologies SoftWriters uses are sound, which is really important when building a company like ours.” – Philip Boyd, President, Southern Pharmaceutical Services

What This Means For Existing FrameworkLTC Pharmacies

This complex, multiyear investment in a modern platform is available to all pharmacies on FrameworkLTC as part of your current support contract. There is no additional charge for this upgrade. And the core features, functionality and behaviors of FrameworkLTC remain, thus preserving the investment that you have made in training your staff. Moving to a new and improved technology stack provides you with a more stable, secure, and efficient environment with newer tools at your disposal.

FrameworkLTC 4.0 Features

  • Enables the FrameworkLTC solution set to be fully integrated with seamless sharing of data: configuration, setup and data in one system can be utilized across the solution set
  • Integrated business logic provides unprecedented quality checks only available amongst the SoftWriters solutions
  • Customizable windows and toolbars at the user level, so navigation can be configured based on user workflow
  • Preserved functionality allows you take advantage of the newer technologies with no negative effects to staff productivity – every keystroke and every hot key is the same!
  • Additional logging capabilities for better audits
  • Improved search functionality with additional sorting and filter options
  • Exportable reports into Excel, PDF and Word via Microsoft Sequel Server reporting

SoftWriters, an MHA company, develops innovative pharmacy management and ancillary software solutions designed to support the growth and operational efficiencies of closed door pharmacies. From order intake through delivery, SoftWriters’ complete suite of fully-integrated, scalable solutions eliminate manual steps and enhance customer service capabilities for operators. 

Meet SoftWriters’ Team Member Jackie Maitland

Jackie, congratulations on your recent promotion to SoftWriters’ Director of Customer Experience! What are your objectives in this new role?
As Director of Customer Experience, I work with clients to understand their operational and/or financial challenges and ensure that we leverage the capabilities of our FrameworkLTC software solutions to address such challenges. Every pharmacy is different and it’s important to understand the nuances of your operation in order to tailor the strengths of the software to your needs and best support your success.

What is your favorite part of the job?
I very much enjoy the variety of my work and meeting and working with our clients.  There are both common and unique challenges our clients face, and I gain great satisfaction when I can work with clients towards impactful solutions.

What functionality do you appreciate most in SoftWriters’ suite of pharmacy management software solutions?
FrameworkLTC’s interface functionality is extremely robust and provides for a broad array of options for each client to establish their own customized workflow design.

How do you spend your downtime?
I enjoy hanging out with my husband, 4 adult children and 2 granddaughters. We all enjoy all that Lake Erie has to offer and when Ohio gets too cold, we visit our 2 oldest kids (& grandchildren) in Florida!

Enhanced Customer Support

SoftWriters has recently made some changes aimed at improving customer experience, providing better customer service and support. Our extended support hours, focus on offering great support, and organizational changes will help us better respond to our customers. We are excited to share the following:

  • Customer Support weekday hours are now 8:30 a.m. – 8:00 p.m. EST.
    Our normal on-call procedures remaining intact for off-hours and weekends.
  • Our response times remain consistently below 40 seconds. We will continue to monitor our response times and support surveys to ensure we continue to deliver the service level you expect. Please complete and respond to our support surveys so we can continue to improve!
  • We are happy to introduce our new dedicated resources for Product Support & Training and Customer Experience! Our Director of Product Support, Training, and IT, Josh Lamont, will manage the existing support and training teams and help us quickly solve your technical challenges, while the Director of Customer Experience, Jackie Maitland, will provide a more streamlined process to allow our customers to voice concerns, ask questions and provide feedback. We have also added resources to our Product Management team to continue our focus on empowering customers with the tools and services you need to win in the marketplace.

“Your technicians are friendly and incredibly knowledgeable. It is a joy to work out solutions with them. I appreciate the extra steps to resolve any and all issues.” – Josh

Rob was excellent. He even followed-up later to confirm the fix we did on our server worked. Excellent!” – Amy

“This was our 1st experience with the later support hours. I sent the email thinking I wouldn’t hear back until morning, but Dawn answered right away. I was able to get that info to our IT who was able to address the problem before the end of the night. Awesome! Love the new hours!” – Steve

For more on our support process, please contact Josh Lamont, Director of Product Support and Training at 412.492.9841, ext 315.

Implementation Tips From a Trainer

Implementing a new software application often seems like a very daunting task, especially considering pharmacies typically don’t have the luxury of closing shop for a few days. The goals of improved workflow efficiencies, accuracies and business growth make the transition worth it, and with proper planning and expectation setting you can tackle implementing new technologies head on! Below are some helpful tips, best practices, and recommendations to help aid in the transition.

by Courtney Hetler-Findlay

Don’t Fear the Process

Outside of your pharmacy management software, most solutions are fairly easy to implement. Typically solutions that compliment or supplement your core technology, such as FrameworkECM and FrameworkPOD, are far simpler, more intuitive to configure, and require fewer staff members to learn than others. Most often these solutions can be implemented, with staff fully trained, in a matter of days. However, something as robust as your pharmacy management software should be viewed as a process, spanning a significant amount of time and functions, to ensure proper configuration and ample learning opportunities prior to completion.


As a trainer, I often find the most successful go lives are the ones where the leadership teams are highly involved from the moment the project is green-lighted. The pharmacy management team’s participation during implementation helps set the tone for the onsite training and go live process. Attitudes are contagious so staying positive throughout the entire process and welcoming the change will give your staff added confidence in the transition. Continue reading

Managing Varying Drug Classes

In the news recently, Alabama is planning to reclassify Xanax to a CII in an effort to thwart potential abuse. While Alabama will be the first state to reclassify this drug, this isn’t the first time states have exercised this right. In these instances, pharmacies caring for patients in states with reclassified drugs need an efficient way to manage requirements. SoftWriters’ FrameworkLTC pharmacy management system can help you remain compliant with these legislative decisions. To update a drugs’ classification in FrameworkLTC, simply go to the NDC with the Pharmacy Formulary and update via the DEA Class Override option. If we can assist you with this or another process, please reach out to customer support.

Don’t forget about our recently extended support hours of Monday – Friday, 8:30 a.m. – 8:00 p.m. EST. We look forward to helping your pharmacy achieve your operational and customer service goals.

SoftWriters’ Extended Service Hours

Customer success is at the core of what makes any company great. At SoftWriters we’ve always strived to demonstrate that by having the most functional and efficient software for LTC operators, and by investing heavily in our support and services teams. These investments have allowed us to respond more quickly to your needs, with average call wait times currently below 1 minute. Our continued investments have now put us in a position to provide extended support hours.

Starting April 3rd, 2017 our new hours of standard operation will be 8:30 a.m. to 8:00 p.m. EST.

After hours support will continue to be available until midnight Monday through Friday and emergency support will still be available 24/7/365.

As always, we will be monitoring our response times and support surveys to ensure we continue to deliver the service level you expect. We appreciate your patience and understanding as we monitor peak demand times and staffing needs during the newly extended times. We look forward to servicing you!

Introducing Free Monthly Training Webinars

We are passionate about training at SoftWriters and helping our customers successfully compete in the marketplace. The power of our software lies within its design to be the perfect fit for many different pharmacy types. With over 400+ system options and a facility-centric design, training on the FWLTC solution set is the best way to leverage the softwares potential. We want to help you succeed.

SoftWriters is excited to initiate a new monthly training webinar series. This series will cover a variety of important training topics that will be beneficial for FWLTC users to attend. All customers will be able to have input on the topics covered each month via a quick survey; registration and format will be similar to the monthly Release Notes Webinars.

The first webinar in this series will cover Cycle Filling and will be held on Wednesday, March 22nd at 2:00 p.m. EST. Moving forward we will email a Survey Monkey link to gather your thoughts on relevant training topics for the next training webinar! Registration can be found on the CEZ under SUPPORT > WEBINARS and is emailed out monthly.
Let us know if you would like to be added to the webinar distribution list.

MMP Delivers Exceptional Customer Service

SoftWriters’ customer MMP recently published a case study about a memory care community with four locations who noticed quality problems with their previous pharmacy and set out to find a partner who would help them deliver consistent and quality care to their residents.

Having transitioned to MMP LTC pharmacy, the executive director of the community has this to say about the new partnership:

“MMP’s quality, consistency and efficiency have made Lincolnshire Place a better place to live and work in the last two years,” says Ms. Zamora. “MMP’s scalable processes, streamlined benefits coordination and generic drug utilization have reduced costs for our operation and residents alike. MMP has dramatically increased our nurses’ confidence and decreased medication errors. With so many residents and families involved in the medication management process, it helps to have a reliable single point of expertise and accountability.”

Read the whole case study regarding how MMP leverages FrameworkLTC and FrameworkLink to provide exceptional customer service!

SoftWriters’ 2016 Year In Review

Happy New Year! As we go forward into 2017, we wanted to take time to thank the SoftWriters community for another great year. We are honored to have such a wonderful group of customers to serve, and hope that you were able to achieve or exceed your expectations for the last calendar year.

2016 was a busy and, we hope you agree, successful year at SoftWriters – where we put LTC pharmacy first. Continue reading

Monthly FrameworkLTC Release Notes Webinar

FrameworkLTC users: join us monthly to review the latest webinar release and what it means for your pharmacy! The goal of this webinar is to provide an overview of the software enhancements implemented in the most recent FrameworkLTC release. We will highlight the business application for pharmacy: explaining why the latest enhancements were implemented and how you can take advantage of the new functionality.

Please note there is a new link for 2017, so all will need to re-register. You can access the link by visiting the Customer Engagement Zone (CEZ) under SUPPORT > WEBINARS.

Webinars are held monthly on Wednesday at 2:00 p.m. EST. Upcoming webinar times: Jan 18th, Feb 15th, March 15th, April 19th.