As the CEO of C2 Keep, a SaaS company that develops robust solutions to prevent controlled substance diversion in pharmacies, I never imagined our system would play a role in changing someone’s life the way I am about to describe. Yet here I am, deeply moved by a story that perfectly illustrates how technology, when properly implemented, can lead to healing rather than just punishment. Most opioid stewardship programs dedicate extensive time and resources to safeguarding their external environments, yet they often overlook the vulnerabilities within their own organizations.
The Challenge of Controlled Substance Diversion
Controlled substance diversion in healthcare settings is a complex issue that affects not only patient safety but also the well-being of healthcare workers. In pharmacy school, a pharmacist who diverted drugs from his pharmacy, spoke to us about his addiction while alluding to how easy it was to access the pills. I was reminded of this when I received a message from Sam (not the person’s actual name), a Pharmacist-in-Charge at one of our partner pharmacies. Their story revealed how technology could be a catalyst for positive change in combatting drug addiction and enforcing opioid stewardship initiatives.
Sam first noticed something amiss when comparing inventory records between C2 Keep and their pharmacy’s management system. The inventory numbers didn’t align, and their gut told them something was wrong. What they uncovered was both concerning and heartbreaking. Jane (not the person’s actual name), a pharmacy technician with more than a decade of experience, had been altering purchase quantities in the pharmacy’s management system and diverting the differences.
“Without proper controls, it would have taken us longer to find out exactly what was going on,” Sam shared. “The technician [Jane] was changing inventory in our pharmacy software so when we counted narcotics, it matched what we thought we should have. But she didn’t have access to C2 Keep, our controlled substance management system, which showed the true inventory and let me know something was wrong.”
What makes this story different is what happened next. Instead of focusing solely on punishment, the situation led to an intervention that addressed the root cause. Jane, who had a history of multiple surgeries, was likely dealing with chronic pain issues that led to dependency.
Viewing Opioid Stewardship From A Different Lens
Controlled substance diversion in healthcare settings often occurs because healthcare workers are seeking to self-treat physical or emotional pain. When discovered, the diverter is typically facing personal use challenges rather than engaging in resale operations. Understanding this context helps us approach opioid stewardship with greater empathy while maintaining necessary accountability.
The investigation proceeded with both firmness and compassion. The evidence was clear, but so was the opportunity for rehabilitation. Jane’s technician certification license was revoked, however, rather than facing jail time, she was given probation and, most importantly, access to treatment.
This outcome represents the best of what we can achieve when we combine rigorous oversight with compassionate intervention. While dual-authentication systems and careful inventory management (key security features within C2 Keep), are crucial safeguards, they should serve not just as tools for catching wrongdoing, but as early warning systems that can help identify colleagues in crisis before situations become irreparable.
Conclusion: A Call for Understanding and Vigilance
As I reflect on this story, I’m reminded that behind activity records, every inventory discrepancy, and every investigation, there are real people facing real struggles. Our role in healthcare technology isn’t just about preventing losses or ensuring compliance, it’s about creating systems that protect both our patients and our healthcare workers while being a catalyst for positive interventions when needed.
Sam’s vigilance, combined with proper technological tools, didn’t just stop further diversion, it helped someone get the help they needed. That’s the kind of outcome that makes opioid stewardship meaningful. It shows us that with the right approach, we can address controlled substance diversion in a way that strengthens rather than fragments our healthcare community.
In sharing this story, my wish is to continue the conversation around drug diversion to include rehabilitation and recovery. I am no expert on this topic and our solution does not support this. Nonetheless, while we must maintain strict controls and accountability in healthcare settings, we must also remember that sometimes, those who need help the most are working right beside us.
