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MAPLE GROVE, Minn. — Thrifty White Pharmacy has a rich history spanning 140 years. Founded in 1884 in Jamestown, in what was then the Dakota Territory, the company has grown from a single pharmacy into a comprehensive health care provider across the Midwest. Today, the company operates over 90 locations throughout Minnesota, Montana, North Dakota, South Dakota, Wisconsin and Iowa. Becoming a 100% employee-owned company has been a significant milestone, fostering a deep sense of ownership and commitment among the company’s team members.
“We’ve evolved by embracing innovation and technology while staying true to our mission of providing personalized health care services to the communities we serve,” says Justin Heiser, president and chief executive officer of Thrifty White.
These are just some of the reasons why the editors of Chain Drug Review have chosen Thrifty White as Regional Chain of the Year.
Heiser has been with Thrifty White since 2007; he took the reins of the company this past January. “I first joined Thrifty White in 2007 after graduating from pharmacy school, and it’s been incredible to witness the company’s evolution over the years. Taking over as CEO this year has been both an honor and a timely opportunity to lead the company through the challenges reshaping our industry. One of the biggest challenges is navigating the economic pressures facing community pharmacies, particularly the unsustainable reimbursement models imposed by pharmacy benefit managers,” he explains.
Heiser notes that the current prescription reimbursement system is broken and presents financial hurdles that threaten the viability of community pharmacies. “These challenges come at a time when health care as a whole is being pushed to shift towards value-based care, driven by the need to improve health care quality while grappling with escalating costs. Value-based care offers a pathway to a more efficient and financially sustainable health care future. My role involves ensuring that Thrifty White is positioned to play a crucial role in this new era by delivering accessible, patient-centered services that promote medication adherence, chronic disease management and preventive care.”
Heiser points to the chain’s growth over the years and says that the investments it has made to transform its practices have been critical in enabling its teams to deliver on the promise of value-based care. “Our goal is to position our teams as the go-to partners in the communities we serve for managing risk associated with patients with chronic conditions. To support this goal, we’ve made necessary investments in technology, particularly in a pharmacy version of an electronic health record we call PatientRicity. This platform enables our pharmacy teams to complete their dispensing and clinical responsibilities within a single system. “These investments are foundational not just for efficiency but for improving health outcomes. By integrating clinical workflows with dispensing activities, we ensure that every patient interaction is an opportunity to address preventive care and chronic disease management,” he explains.
Among the new programs the company has implemented is helping patients age in place through the Thrifty White at Home program. “This initiative supports patients in managing their health and medication needs while remaining in the comfort of their own homes. By offering services such as medication synchronization, adherence packaging and home delivery, we enable patients, particularly those with chronic conditions, to maintain their independence and improve their quality of life.”
“Additionally, we’ve strengthened our partnerships with payers and providers through a program designed to improve patient outcomes, lower total costs of care and enhance quality scores. By leveraging our investment in PatientRicity, we’ve embedded clinical interventions directly into our pharmacy workflows. This allows us to proactively address gaps in care, including preventive measures, chronic disease management and medication optimization. For example, PatientRicity’s integration with immunization registries enables us to identify and provide missing immunizations, improving patient outcomes while helping providers and health plans boost their quality scores. Beyond immunizations, we address important areas such as social determinants of health and other preventive care gaps, which not only enhances health outcomes but also reduces overall health care costs. These programs reflect our broader commitment to delivering comprehensive, accessible care, and collaborating with the health care ecosystem to ensure patients receive the coordinated support they need.”
When asked what’s the secret to the regional chain’s success, he says, “First and foremost, I would credit our teams. Being a 100% employee-owned company has significantly contributed to our success — we’re fortunate to have teams that are deeply invested in our mission and the well-being of the communities we serve. Their ability to adapt to industry changes while maintaining a focus on delivering high-quality services has been essential to our sustained growth.”
He adds that the company is focused on being a trusted health care provider, continuously adapting to industry changes and evolving patient needs. “Our ability to innovate — particularly in developing our own technology solutions and reimagining our pharmacy layouts and workflows — has allowed us to provide high-quality, efficient care. Additionally, our strong community roots and the relationships we’ve built over generations have been instrumental in our ongoing success.”
Heiser says that he is always looking at new programs to improve patient outcomes. “Across the pharmacy industry, there has been a significant focus on improving patient outcomes and lowering health care costs, and we’ve contributed to these goals through several key innovations. One of the most impactful initiatives, both for Thrifty White and the industry as a whole, was proving the impact medication synchronization can have on improving adherence and outcomes along with lowering total cost of care. We currently have over 100,000 patients enrolled in our Med Sync program, which has proven to be a highly effective tool for improving medication adherence and reducing total health care costs. The impact of this program is evident in our ability to consistently deliver high proportion of days covered (PDC) scores, which are critical for Star measure ratings for our health plan and provider partners. By aligning patients’ medication refills to a single pickup date each month, Med Sync simplifies the process for patients while improving adherence, which ultimately leads to better health outcomes and lower costs across the board.”
Heiser notes that he is incredibly proud of the culture Thrifty White has cultivated and the real impact the chain is having on health outcomes for its patients. “We’ve maintained our commitment to community health and personalized care, even as we’ve expanded and navigated industry challenges. Our ability to adapt and innovate — especially during crises like the COVID-19 pandemic — highlights our strength and resilience.
He continues, “While we’ve had many successes, we’re always striving to expand the impact we’re having on patient care. We recognize that we can’t do that in a silo. For us to truly make a difference, we need to be viewed as part of the broader care team, and that doesn’t happen by accident. It takes deliberate effort to build relationships and foster trust within the health care system. The recognition we received recently from UCare is particularly meaningful because it underscores our efforts to expand pharmacy’s role within the health care ecosystem, further proving that pharmacy can be an essential partner in managing chronic diseases and preventive care. We’re proud of the progress we’ve made and look forward to continuing to expand our role in improving the health of the communities we serve.
Heiser says that after all these years in business Thrifty White continues to be a community pharmacy. “Being a community pharmacy means we’re deeply embedded in the communities we serve. Our pharmacists are trusted providers who build personal relationships with patients, offering guidance on managing their health. Our employees live and work in these communities, which deepens our connection and allows us to tailor services to each community’s unique needs. By investing in our pharmacies to include additional clinical suites, we’ve enhanced our ability to engage with patients on a more personal level. This local presence, combined with our commitment to personalized care, reinforces our role as a trusted health care partner. Our mission statement embodies all of this: ‘Empowering healthier lives through personalized and accessible health care.’ ”
Heiser says he is excited about the promise of the future of pharmacy, particularly in a practice model with greater integration within the health care system and an expanded role in patient care. “Pharmacies will continue to be accessible points for a variety of health care services, especially as we address challenges like provider shortages in underserved areas. Our focus will be on preventive care and management of chronic conditions, leveraging technology to enhance patient outcomes and collaborating closely with other health care providers.”
“However, to realize this potential, we need to address the challenges we face today, particularly the unsustainable reimbursement models currently impacting pharmacies. It’s crucial that the industry works towards financial models that support the essential services pharmacies provide. By continuing to innovate, investing in our people and technology, and fostering strong relationships within the health care ecosystem, I believe pharmacies will not only survive but thrive in the evolving landscape,” Heiser concludes.
