Community pharmacies rate high

Friday, August 23, 2013

The majority of customers report extremely high levels of satisfaction with their current pharmacy, and independent community pharmacies rank highest, according to an annual survey.

Boehringer Ingelheim’s most recent Pharmacy Satisfaction Pulse surveyed more than 34,000 adult customers. Of those, 78% who use an independent pharmacy say they are very satisfied with their current pharmacy, compared to 60% for chain pharmacies and 55% for mail-order/online pharmacies.

Additionally, 83% of customers who use independent pharmacies report being satisfied with their pharmacists/pharmacy staff, compared to 63% for chain pharmacies and 55% for mail-order/online pharmacies.

The survey asked respondents for the first time about their main reason for using their current pharmacy. Only 11% of customers of independent pharmacies said pricing/insurance, compared to 69% of mail-order/online pharmacies. Interestingly, only 50% of mail-order/online pharmacy customers report being satisfied with pricing, versus 56% of independent pharmacy customers.

Across the board, patients report feeling comfortable discussing respiratory issues like COPD, asthma, chronic bronchitis and emphysema with their pharmacists.