Consumer awareness and utilization of clinical services, and their satisfaction and loyalty with community pharmacies: Analysis of a US nationwide survey

Abstract

Introduction Community pharmacies are the most accessible health care service locations. While providing greater patient health care access, there is a need for understanding consumer awareness and utilization of pharmacy‐provided services and their satisfaction and loyalty to the pharmacy setting. Objectives To determine consumer utilization and awareness of services and to identify what factors influence satisfaction and loyalty within a community pharmacy. Methods A 30‐minute online survey of 9202 adult consumers across the United States was conducted. Patient's self‐reported awareness and utilization, satisfaction with their community pharmacies, and likelihood to recommend their current pharmacy were scored. The likelihood to recommend scores was translated into a Net Promoter Score (NPS). Regression analysis was utilized to identify associated independent variables associated with consumer awareness, utilization, satisfaction, and loyalty to their community pharmacy. Results Consumer utilization of medication distribution services was more common than use of clinical services, even though many consumers are aware of available clinical services. Consumer satisfaction with and loyalty to their community pharmacy was ranked high (8.67 ± 1.39; 8.56 + 1.66 [both strongly agree], respectively). Trusting the pharmacist to provide accurate medication and general health information were ranked as strongly agree (8.25 ± 2.04) and moderately agree (6.42 ± 2.84). Consumer's NPS (+49.9) was moderately‐high with a major proportion being promoters (60.1%) of their community pharmacy. Multivariate regression showed that community pharmacy satisfaction and loyalty were modestly associated with advanced age, the provision of accurate medication and health information, and medication dispensing functions. Conclusion Satisfaction and loyalty are vital aspects in the delivery and efficacy of health care, especially in the community pharmacy setting. The results of this study show that consumers are promotors of community pharmacies and that pharmacists are an important source for health and medication information.

Patients’ Opinions towards the Services of Pharmacists Based in General Practice

“…It has been reported that patients’ awareness and expectations can significantly influence patients’ health outcomes [ 30 ]. Understanding and managing patients’ awareness and expectations may also lead to increased satisfaction with healthcare services [ 30 , 31 ].…”

An exploration of barriers, facilitators, and practical solutions for adopting medication synchronization into community pharmacies: A qualitative analysis

“…Marketing a program is important because many patients are not aware of the services their community pharmacy offers. 42 , 43 , 44 Such marketing strategies have been successful in similar studies and bridge the divide between the pharmacy and their patients. 36 , 41 , 45 , 46 Finally, participants shared that documentation was another strategy for successful adoption.…”

“…Participants discussed the need for staff engagement for successful adoption of Med Sync, which has been identified as essential for implementing clinical services. 33 , 40 , 42 Also, participants acknowledged the importance of non-pharmacist staff members including pharmacy technicians, cashiers, and delivery drivers. For instance, pharmacy technicians have been identified as key players in supporting Med Sync programs.…”

Patient Screenings for Preconception Health Interventions at a Community Pharmacy

“…Finally, patients may lack a general awareness of any services provided in community pharmacies outside of medication dispensing. In a recent survey by Parker and colleagues, 89% of consumers surveyed ( n = 9202) were aware pharmacies offered prescription ordering by phone or internet, but only 8% were aware that pharmacies also offer health screenings [ 43 ]. These factors may help explain why nearly 80% of our participants were not interested in making an appointment for preconception care services at the community pharmacy.…”