Achieving and Measuring/Customer Satisfaction (not finished)

Patient

Someone receiving direct medical or pharmaceutical care

Individual receiving prescription, consultations, clinical services, relationship is ongoing, centered on health needs

Customer

Transactional relationship

Focused on purchasing rather than healthcare needs, making purchases without seeking/needing the expertise of a pharmacist

Client

Individual may not have a specific medical condition, but seeks professional services

Wellness consultations, personalized medication management, lifestyle or preventive health services, advisory or professional support

Consumer

Individual’s role in selecting and using health-related good and services

Not seeking prescription, purchasing health products (supplements, OTC, wellness products), individuals make self-care and preventive health decisions

Customer Service in Pharmacy

Providing patients with accessible, personalized, and compassionate support in all aspects of their healthcare (clear communication, thorough patient counseling, focus on helping individuals understand and manage their medications effectively)

Building trust in patients (answering questions, addressing concerns about medication management, patients feel confident in the pharmacist’s expertise)

Pharmacy Customer Service - Challenges

Negative goods — patient purchasing medications because they have to, not because they want to

Concern of cost of medication

Concern if insurance will cover medication

Not feeling well

Principles for Ensuring Good Customer Service

Anticipate patients’ and customers’ needs and wants

Solve patient and customer problems without hassle

Solve patient and customer problems promptly

Treat patients and customers with dignity, empathy, and respect

Correct mistakes when they are made

Apologize for mistakes when they are made

Under promise and overdeliver

Do work right the first time

Actively listen to patients and customers

Make patients and customers feel important and appreciated

Help patients and customers understand how your pharmacy works

Help patients understand your role

Always look for ways to help patients and customers

Standards Patients Use to Evaluate Services

1. Reliability

2. Responsiveness

3. Assurance

4. Empathy

5. Tangibles

6. Friendliness

7. Fairness

8. Control

9. Options

10. Alternatives

Reliability

Healthcare is delivered safely and effectively every time

The patient receives the right care, and the relevant processes deliver the care in a standardized way

Accurate prescription filling and patient counseling

Responsiveness

Receiving help and prompt service

Willingness to help patients

Be careful of promises company makes

Assurance

Involves building patient confidence in the quality, accuracy, and reliability of care

Being knowledgeable

Being courteous

Convey trust and confidence

Knowing where items are and a willingness to assist them in finding the item

Pharmacist explain medications thoroughly, including their purpose, correct usage, possible side effects, and interactions, helping patient trust the guidance they receieve

Empathy

Understanding and sharing patients’ feelings and perspectives

Creating a compassionate and supportive environment where patients feel truly cared for

Active listening

Personalized counseling

Respect for patient emotions

Taking extra time when needed

Providing encouragement and reassurance

Tangibles

Appearance of physical facilities, equipment, personnel, and communication materials

Cleanliness of store/bathroom

Friendliness

Polite and courteous

One chance to make a first impression

Being upbeat

Calling patients by their names

Recognizing patients when they arrive at your pharmacy

Fairness

Treating all patients equally

Ensuring that everyone receives the same quality of care, respect, and access to resources

Consistent services for all patients

Control

Patients need/want an impact on how things turn out

Providing patients information to have them informed

Options

Patients want to have options when indicated

Able to offer patients options, stocking a specific product for a patient

Information

Patients want/need education and information

Patient counseling

Quality Customer Service

Understanding what’s important to the patient

Filling prescriptions accurately and efficiently

Competent and friendly pharmacy staff

Convenience

Additional medical services

Cost

Service Failure

failing to meet the expectations of the patient

Patient not receiving what they expected or were promised

Pharmacy staff lacking professionalism (rude, patronizing, or indifferent treatment)

Not explaining, or stating store/hospital policy

Low - Criticality

Issues that have minimal impact on patient safety or care and typically involves minor inconveniences that do not hinder the patient’s treatment or wellbeing

Pharmacy employee providing: wrong store hours, incorrect product information unrelated to prescription medications, keeping a customer waiting longer than expected, minor billing errors or delays in processing insurance