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The business of empathy: How pharmacists can improve performance by improving the human connection

When pharmacies engage on a human level with patient support programs, patients become more fully engaged in their treatment, leading to potentially significant health benefits and good business for pharmacies.

Covid-19 highlighted the value pharmacists provide in disease management and prevention, but it hasn’t been an easy road. Patients relied on their pharmacies for more services and support than before; however, the increased demand has stretched the capacity of many pharmacies. When patients don’t receive the support they need, medication adherence suffers, which directly impacts pharmacy performance. It’s a difficult cycle to break during a critical time for pharmacy business.

Pharmacies can build on the positive momentum gained during the pandemic to improve patient engagement and, relatedly, medication adherence. A familiar face close to home can help ease patients’ anxiety as they cope with a new diagnosis. Empathic support can also make a positive impact on medication adherence—a key metric for patients’ health and for pharmacy business success. But pharmacies will need an empathetic helping hand to provide this support.