The Software Isn't Catching It—Their Coworkers Are

What if the people identifying drug diversion aren't your monitoring software—but the coworkers working alongside the person involved? At Mercy, drug diversion prevention evolved from individual hospitals managing their own efforts into a centralized, 11-person program supporting acute care and retail pharmacy operations across more than 50 hospitals. In this episode of Drug Diversion Insights, Kim Harris, Manager of Controlled Substance Stewardship, and Morgan Gray, Supervisor of Drug Diversion Prevention, share how Mercy built a system-wide controlled substance diversion prevention program—and why people, processes, and leadership accountability matter just as much as technology. One of the most important insights? Coworkers may recognize potential diversion before software identifies suspicious activity. In this episode, we discuss: How Mercy built a centralized drug diversion prevention program from the ground up How the team secured leadership support and structured its business case Why Mercy modeled its program structure after 340B operations Why pharmacy technicians make up much of the diversion prevention team The role coworkers play in identifying potential diversion Why diversion monitoring software cannot replace human observation How Mercy manages daily unreconciled controlled substance transactions Using Epic secure chat to follow up on missing documentation Why department leaders must own practice accountability When to address a documentation discrepancy immediately versus monitor for patterns What a comprehensive drug diversion investigation looks like Lessons learned from real diversion investigations Where healthcare diversion prevention programs need to improve What organizations with limited resources can do to start building a program Drug diversion prevention isn't just about finding unusual transactions. It's about understanding what's happening across the organization. Mercy's approach highlights the importance of combining diversion analytics, operational workflows, frontline awareness, and leadership involvement to strengthen controlled substance accountability. Whether you're building a diversion prevention program from scratch or improving an existing one, this conversation offers practical insights for **pharmacy leaders, diversion specialists, nursing leaders, compliance professionals, medication safety teams, and healthcare executives**. More from Rxpert Solutions https://www.rxpert.solutions/?utm_sou... Follow Rxpert Solutions: Facebook:   / rxpertsolutions   X (Twitter):   / rxpertsolutions   LinkedIn:   / rxpertsolutions   Spotify: https://open.spotify.com/show/6UwSCi8... #DrugDiversion #DrugDiversionPrevention #DiversionManagement #ControlledSubstances #PatientSafety #RxpertSolutions