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As new digital disrupters like Amazon’s PillPack redesign the pharmacy experience, brick-and-mortar pharmacy giants will need to innovate and pivot to health and wellness to stay ahead, according to industry experts.
While overall utilization of digital pharmacy services is still relatively low, existing PillPack customers score higher than all other brick-and-mortar and mail-order pharmacies in terms of overall customer satisfaction, according to findings from a U.S. pharmacy study from J.D. Power.
Traditional brick-and-mortar pharmacies are losing some ground when it comes to customer satisfaction, James Beem, managing director of global healthcare intelligence at J.D. Power, told FierceHealthcare.
As pharmacy services become more of a commodity, consumers are more open to adopting alternative pharmacy strategies and other disruptive technologies, Beem said.
The real sweet spot for e-commerce will be if they can replicate the personalized experience consumers get at local retail pharmacies with a higher level of customer service and attention from pharmacists.