[Bluecross] Independent Community Pharmacies Shine in Patient Satisfaction Survey
Pharmacist and staff interactions with customers are increasingly important drivers of customer satisfaction and greater spending in community pharmacies, according to the J.D. Power 2014 U.S. Pharmacy StudySM released last week.
Across pharmacy settings, customer satisfaction is highest in the community pharmacy segment, averaging 840 on a 1,000-point scale. Satisfaction is higher when a pharmacy and patient collaborate on an adherence plan to help ensure that the customer does not miss a dose of their medication, particularly those with a 30-day supply.
"Providing a thorough explanation of risks and side effects of medication across multiple communication channels, both in writing and verbally, reinforces the pharmacy-customer relationship in quality care and wellness," the annual study found.
"Customer interaction with a pharmacist impacts additional store purchases," it continued. Among customers in a community pharmacy who speak directly with a pharmacist, 29% purchased an over-the-counter medication and 59% purchased an additional non-pharmaceutical product to go with their prescription. Some 21% of customers indicated the pharmacist answered a cost-related question.
The study was based on responses from almost 14,000 pharmacy customers who filled a new prescription or refilled a prescription during the three months prior to the survey period.