One service that can really improve patient retention and patient satisfaction is helping patients choose a Medicare D plan that is right for them. Getting a chance to sit down with patients can help build rapport. You will get the chance to speak to them about their biggest concerns and maybe even bring up other services that your pharmacy offers.
Is their main concern out of pocket expenses involving co-pays?
Is it number of medications?
Is it getting into the doughnut hole?
Help patients to identify their biggest concerns. Brainstorm with them about how to help manage these issues. Offer them a follow up appointment to do a CMR with them if they qualify. Or set them up on a medication synchronization program.
Addressing their concerns up front in a way we can use this information and act on it will help give patients a better experience. We can remind patients that plan formularys can and do change. We can prepare them for having to meet a new deductible each January. Pharmacies need to make it as simple as possible for patients to use them and the patient will remain loyal.
Remember the old business adage that 80% of your business comes from 20% of your customers.
Patients can also call 1-800-MEDICARE to have a representative run a medication search for you. Technicians can handle this for patients in the pharmacy setting and the results of the search will be mailed directly to the Medicare member.
As a free gift we want to share our patient marketing flyer to kick off this year's Open Enrollment Period!
Does your pharmacy have a pharmacist, technician, or outside help that can sit down with patients and help them decide on a Medicare Plan?
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ABOUT THE AUTHOR:
Blair Green Thielemier, PharmD is an independent MTM consultant pharmacist. She is the founder of BT Pharmacy Consulting, LLC. and works with pharmacists to create and build clinical services programs. More information about Dr. Thielemier and BT Pharmacy Consulting, LLC can be found at http://btpharmacyconsulting.com