I don’t usually talk about my own company on this podcast—we focus on the bigger picture issues around diversion and substance use disorders in healthcare. But I’ve gotten enough questions about what Rxpert Solutions actually does that I decided it was time for a dedicated episode.
In this quick take, I’ll walk you through our four core services: Drug Diversion Risk Assessments, our unique Drug Diversion Monitoring as a Service (DMaaS), Interview Training and Performance, and Program Development. What sets us apart isn’t just what we do, but how we approach it—balancing best practices and security with real-world practicality, and always keeping compassion at the center of accountability.
Whether you’re curious about outsourced diversion monitoring, wondering how to improve your facility’s investigation processes, or just want to understand what’s available in the diversion mitigation space, this episode gives you the rundown on services that are making a real difference for healthcare facilities across the country.
It’s a departure from our usual content, but the questions keep coming, so here are the answers!
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Transcript
Welcome back to a quick-take episode of Diversion Insights. I’m Terry Vidals, and I typically don’t spend time talking about my own company on this podcast. We’re usually focused on the broader issues around diversion and substance use disorders in healthcare. But I’ve gotten enough questions about what we actually do at Rxpert Solutions that I thought it was time for a dedicated episode explaining our services. So, let’s dive in.
Rxpert Solutions is a diversion mitigation and monitoring company, and we really focus on four core areas. First is our drug diversion risk assessment. Now, what sets us apart here isn’t just that we do assessments; it’s how we approach them. Our team are experts in their respective fields, and we’re highly skilled at identifying operational risks. But here’s the key: We know how to balance best practice and security with practicality. We’re not going to come in and recommend changes that sound good on paper but are impossible to implement in the real world. We also have a genuine passion for the subject of substance use disorder and the diversion that results from it. This isn’t just a business for us. It’s personal. We understand that behind every diversion case is a human being who needs help, not just punishment. But we also understand the need to protect patients, the facility, and the pharmacy director, who holds so much liability. Believe me, I get it.
Our second major service is something pretty unique in the industry: drug diversion monitoring as a service, or DEOS. As far as I’m aware, we are actually the only company providing this type of service. And here’s how it works: Instead of your facility trying to monitor diversion surveillance software in-house, we centralize that monitoring for you. And here’s what’s really exciting: Our clients see immediate effects once we start monitoring their software. We’re talking about a significant increase in staff identified for suspected diversion compared to what facilities typically catch on their own. It’s not that their people aren’t capable. It’s that we have honed our skills specifically in this area, and employees at facilities have other responsibilities, which means time to perform audits often gets put off for other, more pressing needs. We’re more proficient because this is what we do all day, every day. We offer three different levels of DEOS service: Level one is identification and audit generation. Level two adds explanation and guidance. Level three includes audit follow-up and accountability. It’s a beneficial partnership that allows facilities to maximize their investment in surveillance software while freeing up their resources for other priorities.
Our third core service is interview training and performance. The goal of any diversion interview is to either rule out diversion or to bring the healthcare professional to the realization that if they do have a substance use disorder, it is time to get help. But even if you have great policies and skilled auditors, the interview process can make or break your investigation. We can teach your team to utilize empathy, ask the right questions, develop themes to help identify potential diversion, or our team can handle the interviews for you remotely. We’ve got years of experience and demonstrate a high success rate. A successful interview reveals the truth. And if that truth is a substance use disorder, success includes getting that healthcare professional to admit that they need help and to begin the recovery process.
Finally, we offer drug diversion program development and improvements. This is a comprehensive evaluation and enhancement of your entire diversion program, from policies and procedures to staff education and leadership training. Here’s something we see all the time: A facility can have great policies and procedures that serve as a solid baseline, and they might even have thorough auditing processes. But if there aren’t good processes in place to address suspected impairment or diversion issues, those issues typically aren’t dealt with well, which doesn’t serve anyone. We help with program development that includes how to move forward with an investigation when something is suspected. Too often, an audit comes back inconclusive, so the facility decides there’s not enough evidence. The healthcare professional remains working without anyone questioning them to get more information. So, diversion gets missed or assumed to not be happening. That is a missed opportunity to help someone who may desperately need it.
What really makes us different is that we take a practical approach and believe in accountability along with compassion. We are not interested in implementing punitive programs. We want to assist in changing the culture. As we say, the easiest way to identify diversion is to give someone permission to come forward and ask for help. Our team is a multidisciplinary group of healthcare professionals that bring a unique perspective based on our work and personal histories. Some of our team members are healthcare professionals who were former diverters themselves, and others own and operate addiction treatment facilities. That gives us a unique perspective on both sides of the equation. We work with major healthcare systems across the country, and the feedback has been consistently positive. Our clients tell us we systematically and expertly address each area that requires attention and implement positive changes that hold over time.
If you’re interested in learning more about any of these services, you can visit us at rxpert.solutions or reach out directly. We’re always happy to discuss how we might be able to help your facility improve its diversion program.
That’s our quick-take on what Rxpert Solutions offers. Thanks for listening, and we’ll be back with our regular programming next episode.
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