|
Rx In-stock
|
81
|
|
Satisfied with Time to Fill
|
61.5
|
|
Satisfied with Drive thru
|
33.3
|
|
Courteous and Professional
|
58.6
|
|
Address by Name
|
70.7
|
|
Acknowledge Immediately
|
77.6
|
|
Satisfied with Patient Counseling
|
15.4
|
|
My Customer Experience
|
60.3
|
This showed up in my inbox recently… my understanding is that this chart is from a telephone survey of Rx pts over a week period of time. If you use the common grading scale of 10 points per letter grade… this particular store missed receiving a “F” by 0.4 %… using any other grade scale… they would get a “F” without a question.
To me, the most pathetic score was 15.4% was satisfied with Pt counseling… as I remember, Pt counseling is MANDATORY by most/all states.. so this is unsatisfactory because .. it didn’t happen… the RPH… spoke “down to the pt” and/or explained their medication using those “eight-bit words” that we learned in preparation to take that all important “board test” to become licensed… or the “consult” was more like at the speed of a auctioneer … As I understand where this data came from.. it was from a district .. that could represent up to a couple of dozen stores.. so this “poor counseling” is epidemic – at least in this district.
Obviously, you can see where the focus is being placed by upper management… Acknowledging IMMEDIATELY
Also what I find appalling is that one out of five times… the product was NOT IN STOCK… Is this a function that we are continue to push for filling Rxs for 90 days supply and when you are trying to turn the Rx dept inventory > 12 times per year… are the two are in conflict? Is the pharmacy industry incurring an extra expense for the pt.. having to go back one or more times to get the entire quantity of the Rx… while we are trying to keep inventory low to increase the ROI?
And if you look at the SECOND LOWEST SCORE.. is the pt’s perception of the drive-thru service… is pharmacy’s drive thru service being compared with those of fast-food and banks in order to for the pt to come up with a “satisfaction level”… Are we providing a service… when you know damn good in well that we cannot “compare” with other retail venues that provide the same level of service…
One particular difference is that banks and fast foods provide a very limited number of items and the size of the facility where the product is provided/stored is usually less than the space of the typical Rx dept… For those stores/chains that are offering any/most of the products from the entire 15 K sqft store via the drive thru window… is – IMO – asking for a poor rating score… and dissatisfaction from their customer base… and guess who will get “the blame” for this??? Unlikely.. it will be any of the company’s execs !!
Filed under: General Problems
Thought this was an interesting article:
http://www.washingtonpost.com/opinions/harold-meyerson-taking-the-service-out-of-the-service-sector/2013/04/16/b0a47efe-a6b6-11e2-8302-3c7e0ea97057_story.html
you said it….but that has to do with the “points” the store receives ( all 7400 of them)
3 more? Are you serious? Is that in addition to recording the frig temps and faxing observations about colleagues?
Steve, in defense of the 15% score: the scale is 1 to 5 and anything less than 5 is the same as ZERO. Perception is reality. The score does not indicate that the pt was not counseled only that the patient remembered it for about 5 minutes. He/she may have had ice cream melting in the car.
The fact that CVS is only “counting” 5’s would strongly suggest that they have decided that the BELL CURVE that is demonstrated in just about every function of our life… is not going to be part of their statistics… IMO..meaning the stats that they present to the staff would seem to be “warped” from the get-go. If CVS expects only a “5” rating out of customers… the law of probability and the bell curve would suggest that there are not enough people in this country of that caliber to fill all the employment slots at the 6000 CVS stores.. to make that happen.
Just an insight there are going to be 3 new metrics being added to the cvs metrics set, just more things on top of what already is and this “get got” stuff as well.
Metrics are like cockroaches .. if you don’t try to kill them off.. they keep breeding and before you know it.. you can’t see the floor for all the cockroaches covering it…
CVS PharmD these things come to me… with little/no identifiers.. I am at somewhat of a disadvantage that other than having my own store for 20 yrs…. the largest company that I every worked for had ~ 50 stores.. they were all like over grown independents.
I try and make sense out of what is sent to me… often the only thing that I have is what is provide – at face value…
I welcome – from anyone – any data/input(s) that represent the facts/truth…
Steve, a couple of comments. Remember that many of these scores are asked on a 1 to 5 scale and that only 5s count. So that store could have all fours and fives for the patient counseling score. Second, the target score for the composite is a 77 for an individual store. Third, this low of a score means that this is one of the bottom districts in the company. Let me know if you want any info on my customer that would be available to the store level employees.