By Trish Svoboda/Image courtesy Canva
A recent report from CVS Health shows that patients deeply trust their pharmacists and value in-person interactions, signaling opportunities for expanded care in local pharmacies. Lucille Accetta, Chief Pharmacy Officer and Pharmacy Manager, said the findings highlight the important role pharmacists play in everyday healthcare.
“It also showed that there is the opportunity for patients who really want face-to-face interactions with their pharmacist over digital pharmacy,” said Accetta. “And they want to have expanded care and services from their local pharmacy. And as a pharmacist, this truly resonates with what we do every single day with patients.”
Edwin McGee of CVS Health emphasized that pharmacy is expanding beyond traditional prescription dispensing, with 80% of patients preferring in-person care due to trust and accessibility. He highlighted the importance of balancing technology with personal care, citing tools like voicemail callbacks and shared workflow systems that help pharmacists assist patients efficiently both in-store and remotely.
“So now patients can be able to leave a voicemail and let us know what services that they need provided to them. This allows us to be able to focus on the patient that’s in front of us or that’s in the store, so that way we can take an extra minute to be able to make that recommendation, provide that consultation, welcome to the aisle to show what kind of medications that they can kind of get over the counter, also provide that immunization while they’re in the store,” said McGee. “So then that way, once I finish making taking care of the patient in front of me, then I can be able to call back the patient that also needs my services.”
The report found that 75% of retail pharmacy professionals want to provide more patient care, and 70% of patients think pharmacists should offer services when primary care isn’t available. Accetta highlighted career growth opportunities, including scholarships and tuition support for technicians aspiring to become pharmacists, with McGee noting mentorship is crucial. Both stressed the value of community-based, in-person care, emphasizing that local pharmacies are trusted, accessible, and essential for services like immunizations, testing, and prescribing.
