What Does Pharmacy Workflow Have to do with Customer Reviews?

Posted by Robert Walthall on Fri, Jul, 24, 2015 @ 08:00 AM

shutterstock_266608055Your customers are the lifeblood of your business, and you strive the best you can for them every day. As an independent pharmacist you know that if you don't keep your customers safe and happy, you won't be in business for very long. Likely one of the things that helps your business stay afloat is word-of-mouth from customers and patients who trust you with their lives. You know them and their medical histories as well as anyone else who treats them medically.

Your most important focus is your customers' safety and happiness. An optimized pharmacy workflow can ensure both.

The Issue with Customer Reviews

Customer reviews can be either positive or negative. Unfortunately, customers often give negative reviews when they're unhappy, but stay silent when they're happy with what you're doing. To paraphrase an old saying, "No one notices when you do something right – only when you do something wrong."

However, you can change that if you provide excellent enough care to your customers and patients that they will provide you with positive reviews – with a little nudging on your part, perhaps.

How Optimized Pharmacy Workflow Encourages Positive Customer Reviews

  • It makes you efficient and your customers happy

Are you spending time filling prescriptions, keeping track of drug interactions, and focusing on which patient gets which drug while ignoring your customers and patients in the process? If so, your pharmacy workflow isn't as streamlined as it could be. Prioritize giving your customers ample attention and give yourself peace of mind. Use technology to fill prescriptions both efficiently and accurately. In addition, let technicians fill prescriptions so that you can focus on providing customers and patients with adequate service.

  • It can prevent you from making prescription mistakes so that your customers stay safe

Automation technology can fill prescriptions quickly and easily without mistakes so that you don't have to deal with human errors that could be confusing to patients at best and dangerous at worst. Pharmacy robots can greatly reduce your risk of error and make you more efficient at the same time. Tasks robots can perform include selecting the correct medications, doing accurate counts, placing medications into vials, adding patient labels onto those files, and finally placing caps on them so that everything is done with no risk of medication mix-up. When your customers receive what they need with no mistakes, you boost your chances of receiving positive reviews from them.

  • It frees you up to spend your time on what's most important – your patients

When you utilize technology to fill prescriptions for you, set your workspace up for maximum efficiency, and allow technicians to fill prescriptions and do other tasks they are qualified for, you have more time to spend on what only you can do best – engage with your patients.

This level of personal care isn't just about customer service, of course. When you get to know your customers and patients, you connect with them in a way that no machine or database could ever hope to reach. You give them that personal connection that makes them feel listened to, cared about, and taken care of. That makes for happy customers, which leads to positive reviews.

One final note: Don't be afraid to ask for reviews. Encourage customers to be honest so that you can improve yourself and solidify your pharmacy's reputation

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Topics: pharmacy workflow

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