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Personalized advice, remembrance of treatment, additional services or online presence are some of the elements valued by people who come to the community pharmacy. The usual and occasional patients are the two most frequent profiles. The report Pharmacies that change the lives of their patients has been promoted by Boehringer Ingelheim with a person-centred approach
Boehringer Ingelheim, in line with his purpose of placing the patient at the center of his strategy, has presented the report Pharmacies that change the lives of their patients in which it analyzes the behavior, needs and motivations of the people who come to the pharmacy. The report, which has had the collaboration of pharmacy staff, physician and specialists from various sectors, aims to be a more tool for the care of patients accompanying them, also when they come to the pharmacy. The study Fweapons that change the lives of their patients has been developed by combining a survey of more than 1,000 patients, in-depth interviews and also an ethnographic study by analyzing the behavior of patients in pharmacies.
The pharmacy is confirmed as a key point of attention to the health of people, a reality that has been exacerbated during the COVID-19 pandemic. In this context, the study provides significant data on the behavior, motivations and perceptions of patients when they visit the pharmacy offices, such as that 67% of the Spaniards go to the pharmacy at least once a month, a user that the study has established as a regular patient; while 29% do so more punctually (every 2-6 months), a patient that in the study is defined as occasional. In both cases, the main reasons for visiting the pharmacy are, in part of the doctor's recommendation, personalized advice or the search for a product to solve a health problem.
The pharmacist as the first option to resolve doubts
The report It notes that, for all patients, the pharmacist is the first option to resolve doubts about mild symptoms and, although they value aspects such as care and kindness, is personalized advice the main reason for visiting the community pharmacy. In this sense, the data confirm that for products that do not require a prescription, one of the aspects that most motivates regular patients (62%) and occasional patients (55%) is specialized personal advice.
That the pharmacy solves adversities or that may know certain details of the patient's clinical history are other aspects that the users value, which also appreciate the presence of the community pharmacy in social networks, both for its informative contents about well-being and quality of life, and for the possibility of solving doubts from the device itself. cuentocorto.es
The report detects that, in addition to the advice at the pharmacy and in the online world, the community pharmacy plays an important role in helping patients to have better adherence to their treatment, giving them safety and tranquility when, for example, reminds them of the name of the medications they take.
“In order for the community pharmacy to provide a more efficient service to our users, it is essential to know who and how our patients are and their classification by personality, needs or other factors,” says Jesús Carlos Gómez, pharmacist and executive president of the SEFAC Foundation (Spanish Society of Clinical, Family and Community Pharmacy).
The study It also analyzes other parameters such as the reasons for choosing one establishment or another, fidelity to your pharmacy or attitude towards medical treatments. And it recommends that, in designing a transformation strategy, the pharmacy take into account what users value most, that in the usual patient is empowerment, adherence and motivation; while in the occasional patient is agility, efficiency and counselling.
Video calls or home delivery, services to add value
Pharmacies that change the lives of their patients confirms the great potential of the pharmacy service as a health agent with the option of offering new resources that complement those of the traditional pharmacy. In this line, it underlines the possibilities of services such as video calls or the delivery of medicines at home prior delivery of prescription, which patients interviewed in the report ensure that they would use if available.
The study provides a total of 18 solutions that pharmacies can adopt to transform and improve the customer experience, framed in fields such as good practices, innovation or benefits. Among the suggested proposals, it is included to create a 10-minute microcitation service to personally advise the patient, establish a direct channel of communication with the user, enable the possibility of shopping through digital channels, design a loyalty program, or organization of presenceal or digital events. These are practices, some, which as the study points out, are already being carried out in some pharmacies.
“To be close to patients to know their needs and to provide them with tools that allow us to keep moving together in improving their quality of life, is one of our tasks as a company. This report is another tool for patient care, offering practical and valuable information to patients when visiting the pharmacy,” says Denise Quintiliano, Communication Manager and Patient Advocacy of Boehringer Ingelheim Spain.
Boehringer Ingelheim “To provide value through innovation”
Boehringer Ingelheim works in innovative therapies that improve the lives of humans and animals. As a leading biopharmaceutical research company, it creates value through innovation in areas of high medical need dissatisfied. Founded in 1885 and, since then, of family property, Boehringer Ingelheim has a long-term perspective. About 52,000 employees serve more than 130 markets in the three business areas: human health, animal health and biopharmaceutical production. Learn more at www.boehringer-ingelheim.es
67% of the Spaniards go to the pharmacy at least once a month, Boehringer Ingelheim study
Personalized advice, remembrance of treatment, additional services or online presence are some of the elements valued by people who come to the community pharm
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2023-04-11
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