Patient satisfaction is a key indicator of a pharmacy’s success, arguably now more than ever before. With chain retailers continuing to enter the space, consumers have so many options when selecting the pharmacy that’s right for them. If you don’t offer your patients a stellar experience, both in and out of the store, you’ll lose business to the big guys.
Check out these four ways on how your pharmacy can enhance customer experience
1. Increase refills and eliminate wait times with an IVR system.
There is nothing more frustrating than waiting on long holds to refill prescriptions. To streamline operations and improve patient satisfaction, one option is to implement an IVR system. Your patients can automatically refill their prescription through the IVR, even if your pharmacy is closed! Your staff will also be able to save time and focus on providing exceptional in-store experience to patients coming through the door.
2. Drive patient adherence with outbound messaging.
A whopping 30% of prescriptions are never picked up by patients. The best way to combat this issue is with outbound messaging where you can use email, phone, and text to notify your patients to refill, pick up, or take their prescriptions. Added benefit - the number one request from patients regarding their pharmacists is to receive a text when their medication is ready for pickup.
3. Solicit reviews from your patients & respond to each one.
Solicit reviews from happy customers and take the time to respond to negative ones. This will show your excellent customer service level and highlights your focus on your patients and customers. Show your community that you are a customer-centric pharmacy. It makes a difference.
4. Educate your patients.
Your patients look at your pharmacy as more than just a place to pick up refills. They look to you to guide their healthcare experience, ensuring it’s both positive and impactful. Provide educational resources to drive patient adherence and overall health. Utilize your social media pages as a channel to post everyday health news and tips on how digital tools can optimize health.
If you have any additional questions about ways to enhance your pharmacy’s customer experience, email us at [email protected].