Fierce Healthcare August 12, 2024
While customer satisfaction with mail-order pharmacies is continuing to grow, brick-and-mortar pharmacies are falling behind, according to a new survey from J.D. Power.
The firm’s annual Pharmacy Study found that retail pharmacies saw overall satisfaction scores decrease by more than 10 points, while scores for mail-order pharmacies grew by six. The survey found consumers visiting brick-and-mortal facilities are facing long wait times and issues in ordering prescriptions, which is worsening the experience.
What brick-and-mortar pharmacies do best is communicate clearly with consumers, according to the survey, with 89% of customers indicating that messages from the pharmacist were offered clearly and understood.
However, there’s a trust gap. Only 51% said they view their pharmacist as trustworthy, and the same percentage said...
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