Communication: The Secret to Happy, Healthy Patient Relationships

What is the key to happy, long-term relationships? Most people will say “communication.” And they would be correct. Consistent, open, honest communication is the bedrock of just about every thriving relationship, begging the question: Wouldn’t this key to success apply to the pharmacist-patient relationship as well?

As it turns out, the answer is yes. Yes, it does.

We recently took matters into our hands and conducted a survey that asked patients to identify what they care most about in their experiences with healthcare providers. Consistently seen in their responses? Having a convenient way to get in touch. And their preferred mode for communication? Text messaging, phone calls, and a mobile app. In fact, over half of Americans said that they would choose a pharmacy based on its ability to communicate via text message.

The results of this survey do not mean that your pharmacy staff needs to begin furiously texting and calling all of your patients for the sake of checking a box. But it does mean your pharmacy staff should consistently communicate with your patients when needed, as well as make it easy for patients to communicate with you. If that sounds like a tall order, don’t worry, it’s not. We have created tools specifically designed to help you keep in touch with patients and stay up to date on their ever-changing needs.

More than half of Americans would choose a pharmacy based on its ability to communicate via text message.

In fact, our communication tools even go a step further and make managing your patient relationships a part of your everyday workflow, or as we like to call it “
Daily Patient Management.”

Community pharmacists are the most accessible healthcare provider on a patient’s healthcare team. So, we want to empower and position you to be an ally in patients’ daily health. You may ask, “What’s the best part about daily patient management?” The answer: Your patients want it just as much as you want it for them. And we want to help make it happen.

Communicate The Way Your Patients Want

PharmacyGrowth, our personalized patient communications tool, is designed around one core philosophy: reach out to patients at the right time, with the right information, and in a way that is most convenient for them.

To start, our pharmacy experts consult with your pharmacy to build a custom plan for patient outreach, identifying the best campaigns to run based on your patient population and pharmacy offerings. With our tools, you will have the ability to segment patients, set up campaigns, and deliver your message via phone or text from one centralized dashboard. You will also be able to easily access the campaign results and script fills.

Here are a few types of campaigns we recommend:

  • Automated adherence communications to remind patients to fill, pick up, or take their medications
  • Loyalty campaigns, which reach out to welcome new patients, send birthday greetings, or check in with patients who haven’t visited the pharmacy in a while
  • Enhanced service outreach recruiting for vaccinations, Medicare plan reviews, or Mediation Therapy Management (MTM) services
  • Care campaigns based on patient insights and needs, including smoking cessation, weight management, diabetes education, and more
  • Specialty campaigns for pharmacy services, including compounding and delivery notifications, or any service/offering for which your team spends time reminding or recruiting patients

Daily Patient Management with PrescribeWellness

Using PharmacyGrowth enables pharmacy teams to effectively increase patient adherence, build loyalty, and improve pharmacy performance ratings. The value of simply providing a communication preference cannot be overstated. Not only does it increase patient convenience and satisfaction, but it increases patient engagement, and that is the name of the game.

Our proven method of outreach allows pharmacists to pre-record phone calls and/or set up text message campaigns — all delivered to patients from the pharmacy’s actual phone number to avoid any confusion. We also make it easy for your team to respond from within the PrescribeWellness platform without the need to toggle between devices.

Our method results in script volume growth eight times the national average,[1] more satisfied patients (based on Google Ratings), and additional gross profit — an average of $43,560 per pharmacy.[2] PrescribeWellness campaigns streamline your delivery of care and pharmacy workflow by helping to significantly cut the number of days late on medication refills, reducing inventory that is returned-to-stock, and bringing patients through the door to receive enhanced care services. All campaigns are HIPAA-compliant, and available in English, Spanish, Farsi, Russian, Korean, Vietnamese, Mandarin, and many other languages. Our industry-leading approach ensures that communications allow your staff to spend less time on the phone making unnecessary calls, and more time providing value-based care through patient encounters. Or another way to look at it — when pharmacists communicate, patients win.

Want to learn more about how our communications tools can help you keep in touch with patients and work at the top of your game? Share your information below and we’ll be in touch.


[1] Adam J. Fein. 2016 Economic Report on Retail, Mail, and Specialty Pharmacies

[2] Based on an internal PrescribeWellness study of clients with PharmacyGrowth

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