Good communication is the key to every pharmacist-patient relationship, but connecting with patients isn’t always easy.
Fortunately, you can easily foster better relationships with your patients just by using a few key phrases. (In fact, you’re probably already saying a lot of them.) Here are 10 things patients want to hear from you, and why.
1. Their name
Knowing and addressing your patients by name can go a long way toward developing a strong, loyal patient base. Make an effort to learn your patients’ names, and try to make sure they know yours, too.
2. “How was your day?”
Don’t be afraid to make small talk. Getting to know your patients outside of your pharmacy can help build their trust. Patients want to know you care, and when you ask about their lives, it shows.
3. “Your prescription’s ready”
Long wait times can send patients running to your competitors. Patients want—and expect—their prescriptions to be ready almost as soon as they drop them off. Minimize wait times as much as possible, and notify patients as soon as their prescriptions are ready to keep your patients happy.
4. “Let’s work together”
Patients today want to be more involved in their health care. Do-it-yourself health care, when patients take an active role in monitoring their own health, is set to be the top health care trend of 2015, according to PricewaterhouseCoopers.
And not only are patients more interested in participating in their own health care, but studies show that this increased engagement also leads to better health outcomes and to lower health costs for patients. Patients want to know you’re on board and available to help when they have questions.
5. “I can help”
Increasingly, patients are expecting pharmacies to provide more convenience for their health needs. If a patient comes to you with a problem or dilemma, tell them you can help. Whether it’s recommending front-end products to alleviate their symptoms, or introducing them to your delivery service, suggesting something that makes their lives easier is a great way to build relationships.
6. “This is how you take your medication properly”
Approximately 25 percent of patients don’t take their medications as prescribed, according to Consumer Reports “Best Drugstores” ratings. Many patients might have questions about their regimen, but aren’t comfortable bringing it up on their own. They’ll appreciate when you take the initiative to explain what they need to know.
7. “This is how your medication works”
Patients know why they’re taking their medications, but they often don’t know how those medications work to keep them healthy, and why it’s necessary to take them as prescribed. Talk to your patients about how their medications work to get them more engaged in their care, and more prepared to stay adherent.
8. “I understand”
Clinical empathy can make or break your pharmacist-patient relationships. Patients want you to understand how they feel and where they’re coming from when it comes to their health and medications. Try not to ignore their emotions or pass judgment. Instead, show them that you understand their concerns.
9. “Thank you”
Your patients want to feel appreciated. Find ways to thank them for using your pharmacy, because they’re the ones keeping you in business. Saying “thank you” has many other benefits too, such as building trust and promoting your brand.
10. Nothing
Sometimes all that patients want is for you to listen to their concerns. Being a good listener can help you earn their trust, and gain their loyalty. (Here are more tips on being a better listener.)
Give patients what they want to hear, and they’ll continue giving your pharmacy their business. Set your pharmacist-patient relationships on the right track with these 10 tips.
