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Increasing wait-times are fueling consumer demand for self-service options at the pharmacy counter, according to consumer research that claims seven out of 10 pharmacy shoppers expressed interest in having a kiosk to pickup and drop off their prescriptions -- including when the pharmacy is closed – according to a new study by pharmacy research firm Wilson Health Information, LLC.
In the The WilsonRx Pharmacy Satisfaction Survey, more than 70 percent of pharmacy shoppers said they wait in line five or more minutes to pick up their prescriptions, a 10 percent increase from last year.
“Retailers are struggling with prescription volumes, staffing shortages, hours of operation, reimbursement changes, and wait times, yet customers expect their prescriptions to be ready faster; they don’t want to wait and they want increased hours of service,” said Jim Wilson, Wilson Health’s president and a third-generation pharmacist. “As a result, customers are reporting increased frustration with long wait times and limited pharmacy hours, so pharmacies must find ways to improve the overall shopping experience and drive customer loyalty.”
The report found that pharmacy customers cite convenience, price, and service as most important to pharmacy customer satisfaction. Key contributors to this satisfaction are short lines, convenient pharmacy hours and after-hours prescription pickup. However, although customers see these conveniences as key reasons to use one pharmacy over another, their satisfaction in all three areas has declined.
Wilson Health is an independent, healthcare consumer research company.