NEW HOPE, Pa. — Research firm Wilson Health Information here reported late last week that over 70% of customers wait in line five or more minutes to pick up their prescriptions, a 10% increase from last year, possibly contributing to an overall decline in pharmacy satisfaction. Furthermore, seven out of 10 pharmacy customers of leading retail chains said they were interested in having a kiosk to drop off and pick up their prescriptions without waiting in line, including when the pharmacy is closed. Technologies such as the Asteres ScriptCenter reduce the stress of lines and increase the hours of prescription pickup — a win-win solution for both the customer and the pharmacy, researchers said. The WilsonRx Pharmacy Satisfaction Survey Report found that pharmacy customers cite convenience as being important to satisfaction, along with price and overall pharmacy services. The WilsonRx Report also reports that short lines, convenient pharmacy hours and after-hours prescription pickup are key contributors to customer satisfaction. Although customers see these conveniences as key reasons to use one pharmacy over another, their satisfaction in all three areas has declined.
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