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 is right for them. Follow along to learn how to enhance your pharmacy’s customer experience.
Check out these four ways how you can enhance your pharmacy’s 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 an exceptional in-store experience to patients coming through the door.
2. Drive patient adherence with outbound messaging.
A whopping 30 percent of prescriptions are never picked up by patients.The number one request from patients is to receive a text when their medication is ready for pickup. The best way to combat this issue and engage is with outbound messaging. With outbound messaging, your patients will receive voice or text reminders when their medications are ready to refill or pick up.
3. Solicit reviews from your patients and respond to each one.
Solicit reviews from happy patients 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 patients. Show your community that you are a patient-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 is both positive and impactful. Provide educational resources to drive patient adherence and overall health. Utilize your social media pages as a channel to post health news and tips on how digital tools can optimize health.
If you have any additional questions about ways to enhance your pharmacy’s patient experience, email us at connect@digitalpharmacist.com.
