In an increasingly complex healthcare market, many independent pharmacies find themselves in a continuous battle for the sustained health of their businesses. Common business and financial challenges can significantly impact the bottom line and affect the independent pharmacy’s ability to maintain the personalized care and service they are known for. A strong market position requires access to preferred networks, buying and negotiating power, improved operational efficiency, and adaptability to market changes. But equally critical — and becoming ever more complicated — is the relationship with the customer.
For decades, independently-owned pharmacies have maintained a reputation for locally rooted, personalized service that couldn’t be matched by any large chain pharmacies. In recent years, however, national chains have begun to put a premium on spending more time with patients to enhance care delivery, consumer experiences, and patient outcomes. For today’s community pharmacist, dedicating more face-to-face time with patients is no longer just a service ideal — it is now an operational necessity to stay competitive in the market, even against national chain rivals.
How does an independent pharmacist balance the many tasks of running a business on the back end with the need to provide even deeper levels of customer care on the front end? The challenge often seems herculean. However, with the partnership with a high-functioning Pharmacy Services Administrative Organization (PSAO), many of the pharmacy’s administrative and operational tasks have the ability to become streamlined, helping independent pharmacies solve many of their issues when navigating a complex healthcare market.
In this white paper, we will explore the link between PSAOs and pharmacy customer service.