During the pandemic, pharmacies supported the health and well-being of their communities. They cemented their role as core health service providers. By ensuring access to community health care, they proved their value to governments, other businesses and the public. The reward for success is always increased expectations. Today, pharmacies’ local initiatives are no longer enough.
The COVID-19 crisis has undoubtedly changed customer behavior, from how people pay to what they buy. But how has the pandemic specifically affected pharmacy customers? Kearney’s pharmacy customer survey from early fall 2020 reveals that COVID-era customers have new ways of shopping, evolving preferences for obtaining prescriptions and increased expectations of their pharmacies. As the
Today’s retail pharmacies face increasing pressure from all fronts. Governments are aiming to reduce health care costs, and public sentiment is pushing the industry toward a value-based model. The use of high-cost specialty drugs is increasing dispensing complexity and shifting channel volume — at a time when disruptors like Amazon are poised to impact pricing.