Formulary Change Communication Timeline
| Timeline | Activity |
|---|---|
| 60 days before change | Notify affected members by letter and email |
| 30 days before change | Follow-up communication with members who have not responded |
| Change effective date | Reminder communication; exception process information |
| 30 days after change | Follow-up with members who have not transitioned |
| Ongoing | Exception process support; alternative drug information |
Personalized Communication
Formulary change communication should be personalized — only notify members taking affected drugs. A generic formulary change notice sent to all members creates unnecessary anxiety and confusion. A personalized notice that says "Your [drug name] is moving to a higher tier on [date]. Here are your options..." is far more effective and less disruptive.
Exception Process Communication
Pro Tip
Clearly communicate the exception process to members affected by formulary changes. Members who have a medical reason for needing a drug that is moving to a higher tier or being excluded need to know how to request an exception. Provide a clear, simple exception request process and a dedicated phone number for exception requests. Members who cannot navigate the exception process will be deeply dissatisfied.