From well-known chain stores to small-scale community pharmacies run by mom and pop and the growing number of pharmacies online, customers are offered more choices in their pharmacies than ever before. However, how do they decide which pharmacy will get their medicine? What is it that makes one company more likely to draw and keep customers?
Naturally, there are lots of variables at play and not all are something that pharmacy owners are in control of. Understanding what patients want is vital to distinguish your pharmacy from the rest of the complex world of healthcare.
Because of the internet, patients have access to an abundance of information to assist them in selecting the right pharmacy. Starting from Consumer Reports to Wikihow Online guides encourage customers to take into consideration a pharmacy’s opening hours and location, pricing and stock, as well as wait times and discounts, and if the store provides preventative health care.
Patients are really attracted by the latter. According to the J.D. Power 2020 US Pharmacy study Patients are more likely to test – and pay more money for health and wellness products at their local pharmacy. If patients do this, they are likely to have better customer satisfaction.
Why is that? It’s simple: customers want 2 things from their experience at the pharmacy. One is ease of use. Patients expect their experience at the pharmacy to be easy, efficient and easy. Health and wellness services are able to boost a pharmacy’s efficiency as it’s very convenient to have a single trusted location that can provide prescriptions OTC items, shots for flu and COVID-19 test.
The second thing patients are looking for the most is customer care that is attentive and caring. Wellness and health-related services fit this box too. Pharmacists are generally regarded as ethical and trustworthy as per Gallup polls which is why people are more likely to consider them for the screening for diabetes or a vaccine.
However, health and wellness might not be on the agenda for all pharmacies. They pose a number of issues such as: additional staff have to be employed, the stores might have to be renovated to incorporate examination rooms or private counseling spaces technicians and pharmacists must pursue further education.
However, there are various ways for pharmacies to stand out in terms of customer service and convenience. Let’s have a look.
In general patients aren’t looking forward to waiting for days to receive their prescription. The faster they receive their prescriptions the more satisfied they’ll be. Pharmacies don’t have the ability to give prescriptions out in a matter of minutes however, they can improve patients’ experience in many ways. A better inventory management system and organizational structure can help speed up the process of dispensing and making the effort to create efficient workflows can help reduce bottlenecks.
Consider additional services like curbside pickup or delivery, too. The majority of Americans are used to getting their goods quick, in part due to Amazon’s 2-day delivery. Its the same day or on-demand delivery makes sure that patients can get their medicines without having to leave the house. This is a crucial aspect currently, with COVID-19 rates still in the high teens across the United States. This also allows your pharmacy to keep up with the competition of online and online pharmacies. The same is with the pharmacy in the UK as well where speed and on time delivery means a lot.
The job of a pharmacist isn’t simple. It demands an unending focus on details and never-ending multitasking, and at times customer service isn’t always the main goal. However, a good customer experience is one of the best ways to distinguish your company.
Even on the most rosy of days, it’s difficult to make each patient feel comfortable and well-cared for, especially when they’re stressed. Patients may be angry over the diagnosis they received, depressed about the prescribed treatment, frustrated about their copay or simply need somebody to hear their worries. Check that there is enough staffing so that pharmacists can consult with patients without having to rush through the process.
Get to the next step by including additional services that demonstrate you care about the care of your patients. Packaging for adherence is especially useful for patients over the age of 65 who have trouble with traditional pill bottles. However, it’s also popular among younger patients who do not want to hassle with separate pill containers. The process of prescription compounding is more difficult to integrate into the pharmacy’s services however it can transform a shop into a popular destination for a lot of customers. It’s also a profit-making service that people typically pay from their own pockets and will help keep your business financially secure.
In the end, customers want ease of use and excellent customer service. By focusing on these needs, you can differentiate your pharmacy from others and eventually improve the profitability of your pharmacy’s business. In particular investing in delivery services can increase your patients’ adherence to their medications and can decrease your return-to-stock (RTS) rate. With a decrease in RTS, managing inventory is made easier and takes less time.
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