VOICE OF THE CUSTOMER: The Personal Side of Automated Dispensing
The Personal Side of Automated Dispensing:
How Oceans Healthcare Scales Compassionate Care
Executive Summary
This Voice of the Customer story focuses on the qualitative advantages of the medDispense® product line and the high-touch service model provided by TouchPoint Medical, as detailed by Dawn Vincent, Director of Pharmacy Operations at Oceans Healthcare. Oceans Healthcare is a nationally recognized provider of behavioral healthcare headquartered in Plano, Texas, with a growing network of more than 20 sites using a centralized IT support model. Maintaining a high standard of care, and preventing medication diversion, requires high-performance medication dispensing systems that prioritize both clinical uptime and ease of use. Enter TouchPoint Medical, makers of the medDispense® series of medication dispensing cabinet solutions. TouchPoint Medical provides the staff training and highly responsive service team necessary to keep these operations running smoothly. The success of this partnership is rooted in a tailored service model that simplifies complex administrative and technical hurdles for the pharmacy team.
As Vincent notes, the value is found in having a dedicated point of contact rather than navigating a "wild goose chase" for support. This direct access to experts ensures that whether the facility is managing routine maintenance or large-scale ownership transfers, the focus remains on the patient. According to Vincent, "It does make a difference when you have your 'go-to.' You know who is IT, you know who is sales, and you know who is your project manager. I know exactly who to call... it's one thing that's easy in my day."
In the complex world of hospital administration, Dawn Vincent has found one thing that is consistently easy in her day: her relationship with TouchPoint Medical. By moving away from a "wild goose chase" for support, Oceans Healthcare can remain in growth mode.
"It’s much more personal... It does make a difference when you have your 'go-to.' You know who is IT, you know who is sales, and you know who is your project manager. I know exactly who to call."
— Dawn Vincent, Director of Pharmacy Operations
This personal touch translates into real-world efficiency, whether transferring ownership of a medicine dispensing cabinet between closing and opening hospitals or navigating urgent technical needs.
Behavioral healthcare environments like Oceans’ demand that staff remain present and focused. Complex technology can often act as a barrier rather than an aid. Vincent notes that the medDispense® medication dispensing cabinet offers a distinct advantage over competitors when it comes to the most important factor in a high-turnover industry: training.
"I feel like the learning curve is a lot shorter for users. medDispense is the more user-friendly [compared to the competition], especially for the actual end user. It’s quicker for us to train them, and with the amount of turnover in healthcare, especially nursing, it’s a benefit."
While hard numbers often sit in accounting departments, Vincent sees the qualitative value of her medication dispensing system every day through proactive support. From managing software maintenance agreements to resolving routine mechanical needs, the value of the system is found in its longevity and the vendor's transparency.
As Oceans Healthcare prepares for future technology cycles—transitioning sites from older hardware to a next-generation behavioral health medication dispensing machine—they do so with a partner that remains "all hands on deck" until every interface is optimized.
"I’ve always been happy with the customer service and tech support. The people who come out are always very personable, professional, and very good trainers. They know how to talk to senior leadership all the way down to technicians on the floor."
For Oceans Healthcare, a TouchPoint Medical medication dispensing cabinet is not just a piece of equipment; it is a vital component of a centralized operation that bridges the gap between pharmacy operations and patient-facing care. With a focus on deep partnership across IT and clinical leadership, Oceans is ready to continue expanding its network with TouchPoint Medical at its side.
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