For Immediate Release – Tuesday, September 8, 2004
Wilson Health Information releases new consumer survey that shows importance of personal contact and relationship with a pharmacist; However, in-person visits to pharmacies on the decline.
NEW HOPE, PA – (PR NEWSWIRE) – September 8, 2004 – The newly released WilsonRx® Survey shows that chain pharmacies are the most commonly used type of pharmacy, followed by Mail/Online, Food Store, Mass Merchant/Discount, Independent and Clinic pharmacies (Figure 1). However, in-person visits to the pharmacy are decreasing. Customers increasingly receive prescriptions through the mail and are turning to automated/online systems and drive though windows in lieu of visiting the pharmacy in person. Use of Mail/Online pharmacies has nearly tripled in the past 3 years, with more than one-third of customers indicating that they use a mail/online pharmacy to fill prescriptions at least some of the time, and one-fifth using a mail/online pharmacy most often. Mail/Online customers most commonly cite cost savings as the feature they like most about their pharmacy, followed by convenience and larger supply.
“The downside in this trend is the decrease in customer contact with pharmacists”, said third generation pharmacist Jim Wilson, President of Wilson Health Information, LLC “Pharmacists are one of the most commonly used and trusted sources of information about medications and health conditions. Customers who speak to and develop a personal relationship with their pharmacist are considerably more satisfied with their pharmacy overall, more loyal and more likely to fill all of their prescriptions and take their medications as prescribed.” The survey found that more than one-third of respondents indicate that they did not fill all of their prescriptions in past year and two-thirds say that they do not take all of their medications as prescribed.
Overall pharmacy satisfaction improved in the past year with the majority of customers (52%) indicating that they are highly satisfied with their pharmacy, and forty-five percent satisfied. Consumers reported increases in satisfaction with home delivery of prescriptions, 24 hour pharmacy access, and drive through windows compared to last year (Figure 2 & Figure 3).
The WilsonRx® Survey (Figure 4), covering more than 300 topics, was mailed to nearly 30,000 household shoppers in the top 16 U.S. markets, representing over half the US household population during July 2004. The WilsonRx® reports provide healthcare executives with information about levels of satisfaction and importance ratings for more than 45 pharmacy related issues by store type and for the top 25 chains. The reports also provide information on 50 different Pharmacy Benefit, Health and Dental Insurance Issues for the top PBMs, Health and Dental Insurers and perceptions of care for more than 40 medical conditions such as allergy, arthritis, asthma, and diabetes.
Wilson Health Information, LLC, is an independent, privately owned healthcare consumer research company that provides unique insight to healthcare executives. For more information, contact Jim Wilson at (215) 862- 4581 or contact us.
THIS MATERIAL MAY NOT BE USED FOR PROMOTIONAL PURPOSES WITHOUT EXPRESS WRITTEN PERMISSION FROM WILSON HEALTH INFORMATION, LLC
