Samantha Picking, PharmD, outlines how Walgreens enhances immunization access through digital innovation, patient engagement, and ongoing pharmacist training.
In an interview with Pharmacy Times®, Samantha Picking, PharmD, director of immunizations at Walgreens, discussed how the company has advanced its immunization services to improve convenience, reduce wait times, and strengthen patient relationships. Picking highlighted new digital scheduling and check-in tools that streamline the vaccination process, as well as continuous pharmacist training to ensure up-to-date knowledge of evolving vaccine recommendations. Picking emphasized that education, accessibility, and trust remain at the center of Walgreens’ efforts to combat vaccine hesitancy and misinformation.
Pharmacy Times: How has Walgreens expanded its immunization services to improve patient access and community health?
Samantha Picking, PharmD: It’s a great question. We’ve done a lot of work to expand our immunization offerings and improve the experience. As you know, Walgreens has been offering vaccines for over 20 years, and we came together to support patients during the pandemic with COVID-19 vaccines. Coming out of that and the chaos of the last couple of years, we’ve implemented many changes to improve access and the experience within our pharmacies, which we know is so important.
We want it to be easy for patients to get vaccines at Walgreens and easy for our team members to administer them. We’ve leaned into our unique ability to combine physical and digital services to streamline the experience for everyone. Some examples include adding technician labor hours during the busiest time of year, bringing in contract immunizers to support high-volume stores, and improving our digital tools. Our new scheduler and outreach portal help connect with patients through digital check-in.
For example, we launched a completely new scheduler—a single platform where patients can schedule and manage both vaccine and testing appointments. It improves the patient experience, reduces wait times, and allows booking for up to four people or four vaccines. It’s easy to use, integrates with your calendar, and sends reminders so you don’t forget your appointment.
Last year, we also introduced digital check-in. Patients can scan a QR code to fill out paperwork and check in without waiting in line. It helps our team members manage the chaos of respiratory season, knowing who’s here and what to do next. We’re also leveraging data to understand which patients are due for vaccines, so we can give them the right reminders and communicate effectively.
Pharmacy Times: What role do pharmacists play in addressing vaccine hesitancy and misinformation today?
Samantha Picking: There’s a lot of misinformation and disinformation out there, and it’s tough for patients to understand what’s right and what’s not. We continue to see common misconceptions, like the idea that the flu vaccine causes the flu, which delays or deters patients from getting vaccinated. That’s troubling, because vaccine-preventable viruses like flu, measles, and pneumonia are highly contagious and spread quickly.
Decades of evidence show that these vaccines work and play a vital role in keeping our communities healthy. Pharmacists play a big role here—not just administering vaccines, but listening to patients, addressing their concerns, and providing evidence-based guidance every day. At Walgreens, we’re committed to being the most convenient and accessible place to seek recommended vaccines, care, and advice. Education, access, and trust are more important than ever, and our pharmacy team members are playing that vital role in their communities today.
Pharmacy Times: How does Walgreens support pharmacist education and training around new or updated vaccine recommendations?
Samantha Picking, PharmD: The immunization environment is ever-changing, so it’s critical to keep our teams updated. Each year, Walgreens pharmacists receive extensive training and assessments to ensure we can educate patients about vaccines, testing, and treatment options, and administer them in full compliance with applicable laws.
We closely monitor all federal and state guidance as regulations and recommendations evolve. Our goal is to make sure we have the latest information so we can immediately inform our team members when changes occur. It’s not just yearly training—it’s constant communication and resource sharing to help pharmacists answer patient questions and provide access as soon as possible. Clinical decision-making has always been part of pharmacy practice, and our pharmacists are well-prepared to advise patients on what vaccines are right for them and address any questions they may have.
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