Source: pharmacypartners.co.uk
We love to innovate! Listening to the market, thinking of new things that are needed in the changing market, translating this into our products and then developing them. Sometimes these are completely new products and sometimes we find innovation in a collaboration with another party.
For example, a nice party came our way recently that also likes to innovate, look ahead and speed. In cooperation with Feeddex we realized that with Recipe Location (Track & Trace) we can continuously and automatically measure customer satisfaction!
We love to innovate! Listening to the market, thinking of new things that are needed in the changing market, translating this into our products and then developing them. Sometimes these are completely new products and sometimes we find innovation in a collaboration with another party.
For example, a nice party came our way recently that also likes to innovate, look ahead and speed. In cooperation with Feeddex we realized that with Recipe Location (Track & Trace) we can continuously and automatically measure customer satisfaction!
Listening to the customer
This is completely in line with the Lean philosophy that we as Pharmacy Partners follow, listening to the customer, or: the Voice Of the Customer. Because do you really know what your customers want?
This partnership is incredibly cool! When you turn on the customer satisfaction survey module, you can now perform 3 measurements:
This partnership is incredibly cool! When you turn on the customer satisfaction survey module, you can now perform 3 measurements:
1. CQ-Index/PREM
The CQI/PREM is something that has been done for some time, often at the beginning of the year. Something that is also a (sort of) obligation of the health insurers. For example, Achmea's 2017 quality policy announced that pharmacies, when performing the CQI/PREM, will receive an additional 1.2% per prescription line. This easily amounts to about €6,000 per year!
The advantage of the link with Recipe Location is that the patient data (mail address) is automatically generated from the AIS. When a patient has been in the pharmacy, they automatically receive a message. In this way also the First Issue can be filtered out, of which at least 35 are needed for the CQI/PREM. So no more manually searching for patients while reviewing prescriptions and manually sending messages. Everything goes automatically. And you see the results directly in a dashboard. Extremely simple!
The advantage of the link with Recipe Location is that the patient data (mail address) is automatically generated from the AIS. When a patient has been in the pharmacy, they automatically receive a message. In this way also the First Issue can be filtered out, of which at least 35 are needed for the CQI/PREM. So no more manually searching for patients while reviewing prescriptions and manually sending messages. Everything goes automatically. And you see the results directly in a dashboard. Extremely simple!
2. Continuously measure customer satisfaction
Whereas the CQI/PREM is only held during a short period of the year, doesn't everyone want to know what the customer wants throughout the year? That's why we offer the continuous customer satisfaction survey. After visiting the pharmacy, the customer receives a short questionnaire about the experience in the pharmacy.
This gives the following advantages:
Measure customer satisfaction at the employee level.
Because the employee puts his/her digital initials when delivering a resource, you can perform specific measurements. The beauty of this is that you can address employees personally instead of addressing an entire team on the results;
Ongoing insight on customer satisfaction.
Having continuous insight into patient satisfaction, directly visible in a dashboard. This allows you to steer well when things are going less well, or when scores are very good.
Instant insight at all levels.
The pharmacy gains immediate insights, opportunities for improvement and interaction at all levels, leading to more enthusiastic customers.
This gives the following advantages:
Measure customer satisfaction at the employee level.
Because the employee puts his/her digital initials when delivering a resource, you can perform specific measurements. The beauty of this is that you can address employees personally instead of addressing an entire team on the results;
Ongoing insight on customer satisfaction.
Having continuous insight into patient satisfaction, directly visible in a dashboard. This allows you to steer well when things are going less well, or when scores are very good.
Instant insight at all levels.
The pharmacy gains immediate insights, opportunities for improvement and interaction at all levels, leading to more enthusiastic customers.
3. Measure employee satisfaction
Last nice benefit of the module is that you can measure employee satisfaction. Because we all know that the satisfaction of your employees has a big impact on pharmacy performance. A motivated employee can really start to make a difference. And a negative employee can have a lot of (negative) influence on the team.
So if you want to work more efficiently, effectively and enjoyably, an employee satisfaction survey is essential!
So if you want to work more efficiently, effectively and enjoyably, an employee satisfaction survey is essential!