What Patients Are Saying About Independent Pharmacies

By Anyssa Garza, PharmD, BCMAS – Digital Pharmacist Staff

We recently analyzed insights from 22,475 patients’ ratings and reviews submitted on 1,575 community pharmacy websites and mobile apps from the last six months.

Patients love their community pharmacists, according to four key performance criteria:

  Rating Criteria    Community Pharmacy Score
  Efficiency   4.86 out of 5.00
  Friendly   4.90 out of 5.00
  Trustworthy   4.91 out of 5.00
  Good Value   4.86 out of 5.00

When asked why they love their community pharmacy so much, patients overwhelmingly focused on 6 areas:

#1 Friendly, helpful and accommodating staff

#2 Personalized service  

#3 Dependable and trustworthy  

#4 Welcoming (Feels like family)

#5 Convenience (Especially Delivery)

#6 Knowledgeable

Here is some actual patient feedback we have received:

“The employees are excellent. They go out of their way to help you.”

“As far as I’m concerned you’re family. Wouldn’t even consider going anywhere else”

“Lots of great options.  Drive-thru, walk-in, or delivery. Also have an easy to use app to request refills.”

“I love the personal service and extra care. This is the BEST pharmacy ever!!”

“The wonderful friendly knowledgeable staff members. You’re not treated like a number or a bother when you do business here. They appreciate their customers which is so rare!!”

“Friendly and fast service. Everyone knows you by name!!”

“This Pharmacy is the only one I will use! I feel comfortable and able to ask whatever questions I have with certainty and I will get the correct answer. It is not a clinical atmosphere but more like you are coming to visit a friend.”

While community pharmacies receive top ratings, patients would like to see further adoption of convenient digital solutions. Many patients indicated they would like to receive a text or email alert when their prescription is ready.

To learn more about Reviews which are part of the Digital Pharmacist Platform, give us a call at (877) 959-7550 or email us at [email protected].