Make Shorter Lines a Team Effort

A pharmacy in South San Francisco routinely ranked near the bottom in customer satisfaction. Central to the complaints were efficiency, service and communication. Patients were waiting in long lines and didn't know why. With continually low scores, Member Services met with the staff and identified some key areas. As a result, the staff made an effort to speak with customers and listen to their complaints. The entire team got involved. For instance, pharmacy technicians helped clerks during a rush. As a result, the pharmacy saw a 45 percent drop in complaints.

Here's What Worked

• Communicating with the customer
• Addressing the customers’ complaints
• Getting the entire team involved in making an effort to improve customer service

What can your team do to listen to and address feedback from patients and members?