In many aspects of life, technology plays a significant role, and pharmacy is no exception. Some of this technology, such as the computers powering our dispensary, operates behind the scenes. Others, like our website and prescription refill form, are more visible.
At Howe Sound Pharmacy, our commitment has always been to prioritize people over technology. Every decision we make about adopting new tools is guided by how it will impact you, with the ultimate goal of enhancing communication and the quality of care.
As many of you have likely noticed, contacting us by phone has become increasingly challenging in recent years. To help alleviate this, we’ve encouraged greater use of our website for processing refill requests online. Each email from our tech-savvy patients frees up valuable time for us to answer calls and assist others.
When we first introduced this option, we were mindful of maintaining the human touch in our service. In 2022, 653 prescriptions were processed online, saving countless hours. Judging by how well you’ve embraced our online refill form, it’s clear many of you value this convenient option. Already, halfway through January 2025, we’ve processed 258 online refills. Thank you for your continued support!
The growing popularity of online refills has, however, brought some challenges. For instance, 1:00 PM has become the most requested pick-up time, chosen by more than 75% of patients. This has resulted in longer wait times and delays as we work to accommodate everyone.
To address this, we are making two important changes:
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Extended Pick-Up Hours: Starting today, medication pick-up will be available two hours earlier, beginning at 11:00 AM. This adjustment allows us time to process deliveries before pick-ups while reducing congestion.
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Staggered Pick-Up Slots: A limit will now be placed on the number of prescriptions available for each time slot. This change aims to distribute patient arrivals more evenly throughout the day, leading to shorter lines and fewer delays. It will also provide our team with more flexibility to address emergencies promptly.
The online refill form will remain largely unchanged. As time slots fill, only available times will appear for selection. For instance, if 12:00 PM is fully booked, you’ll need to select a different time on the same day or an alternative time on another day.
We have several other exciting, customer-focused initiatives planned for the year ahead.
We look forward to seeing you soon and reading your feedback about our revamped prescription refill form.
Stay tuned for more updates soon!
