As digital disruptors make inroads, pharmacy giants shifting to health services, J.D. Power executive says

Fierce Health Payers August 20, 2019
Heather Landi

Under pressure from digital disruptors, brick-and-mortar pharmacies are pivoting more to health and wellness services.

As new digital disruptors like Amazon’s PillPack redesign the pharmacy experience, brick-and-mortar pharmacy giants will need to innovate and pivot to health and wellness to stay ahead, according to industry experts.

While overall utilization of digital pharmacy services is still relatively low, existing PillPack customers score higher than all other brick-and-mortar and mail-order pharmacies in terms of overall customer satisfaction, according to findings from a U.S. pharmacy study from J.D. Power.

Traditional brick-and-mortar pharmacies are losing some ground when it comes to customer satisfaction, James Beem, managing director of global healthcare intelligence at J.D. Power, told Fierce Healthcare.

Here’s a look at what the survey...

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