During these tough economic times, many service companies have had to make some difficult decisions to remain viable. Retail chain pharmacy is no exception to this decision-making process. As more patients move to mail-order fulfillment for their chronic medication supplies and physician-dispensing increases to offset drops in insurance reimbursements, retail pharmacy numbers are dropping.

The retail chain pharmacy industry is keeping to the “tried and true” method of cutting operating expenses by reducing their payroll – specifically technicians (this time); therefore, the pharmacist assistants will not be around as much to help the pharmacist do their job. This means that the pharmacist will have to do more, with less help and must ultimately slow down to avoid causing any dispensing errors. More pharmacists will perform duties as cashiers and technicians in addition to their pharmacist role.

As the profession moves to more patient-centric services and inclusion in medication management decisions, retail chain pharmacy is trying to jump on the wagon by offering patient screening programs for hefty fees. Since reimbursement revenue from insurance companies is decreasing (due to in large part of increasing generic drug dispensing), the chains are seeking to offset this by adding screening services; however, they are not adding any more staff to assist the pharmacist with these extra services.

So how is this all going to affect the patient? Well, the first thing for the patient to get used to is increased wait times at the chain pharmacy counters. This means that the pharmacist’s time to counsel patients, perform screening tests, immunize during flu season, check prescriptions, speak with physicians to resolve medication problems, etc. is now under extreme pressure because there is less help to shoulder the filling workload while the pharmacist provides these extra services. Patient frustration will increase because of longer wait times to pickup completed prescriptions or drop off new ones – all resulting in deteriorating customer service. In the end, the patient will show their displeasure by taking their business to another pharmacy which provides the personal service that they need…namely, the mom-and-pop pharmacy down the street.

These independent pharmacies are undergoing a tremendous boom as more patients leave the chains due to higher prices and deteriorating service levels in spite of more offerings. What I see in the chains is the indifference to patient’s needs and a focus on how many ways they (chains) can put a hook into keeping the patient coming back to pocket more money. I guess they think that if the patient has signed up for their “value-added” services like automatic fill, or patient-notification, etc., that the patient is not likely to leave. However, if a patient perceives that you are more interested in hooking and fleecing them and not showing valid caring for the person – then it doesn’t take long for the patient to realize the true intentions.

Pharmacy is a profession about the relationship between the patient and a healthcare professional. If you put barriers within, or try to fake, measure, squeeze or subvert this relationship by analyzing and monetizing it, you put yourself on a slippery slope down to being out of business.

Until next week, Be well.

Dion