Issue 99 Item 11 Diabetics Demand Personal Attention from their Pharmacists

Survey from Novo Nordisk Pharmaceutical found wide disparity in customer satisfaction levels from the chains and independent pharmacies Most drug chains have yet to match the service levels provided by independent drug store pharmacists for diabetic patients and their families according to a new survey from Novo Nordisk Pharmaceuticals. The study found wide disparity in customer satisfaction levels from independent and chain pharmacies.
Independents ranked tops in patient satisfaction, followed by supermarket pharmacies. Chain drug stores ranked third.
The key factor in patients with diabetes choice of pharmacies, the report concluded, is the time spent by pharmacists in counseling those patients, recommending ancillary products and helping them manage their disease.
Among the biggest drivers of patient satisfaction, noted the report, are “friendly and courteous pharmacists,” solid and accessible information about medications, clearly labeled directions and convenience in getting prescriptions filled quickly.
The report concluded that “Pharmacy counseling is one of the leading predictors of store satisfaction.”
Servicing the needs of diabetic patients is key to any pharmacy’s success. Diabetic households spend more at pharmacies than the national average, fill 25% more prescriptions, exhibit more store loyalty and have considerable influence on where other customers shop for their health care needs.
Novo’s report was based on the WilsonRx Pharmacy Survey of 18,209 households. Of those polled, 2,846 were identified as diabetes households.