Customer Satisfaction in the Face of Drug Shortages

With nationwide drug shortages throughout the first quarter of 2024, pharmacies are at a crossroads. As drug shortages grow, so does the impact on customers.

The Human Element

The good news? 36% of customers say they choose their pharmacy because of the “great personnel,” showing that the human element of a pharmacy is more important than ever.

Pharmacies can help customers navigate through drug shortages by providing honest communication and useful guidance and advice throughout the shortages and beyond. 

What Can Pharmacies Do?

Pharmacies have little ability to change the market dynamics that cause drug shortages, but they can:

• Proactively communicate with patients
• Educate patients about drug shortages
• Identify therapeutic alternatives
• Prioritize inventory management
• Establish collaborative networks with other pharmacies, doctors, distributors and manufacturers

The Importance of Trust

Trust is a pivotal factor in driving pharmacy loyalty and satisfaction, and is critical when facing difficult conversations about medication shortages.

Understanding what pharmacy customers expect from their interactions is key to delivering a great customer experience.

Learn more about how to drive pharmacy customer satisfaction in the face of these challenges today >>