The Five Keys of Comfort at the Pharmacy

The comfort at the pharmacy is reflected collectively by material elements such as furniture or equipment, the reassuring attitude and the know-how of the team.

As the designated place for dispensing health products and wellness area, the pharmacy constantly adapts and changes to satisfy patients and customers.

Serenity, ergonomics, quality and safety; a cozy pharmacy is all that together.

The comfort at the pharmacy is reflected collectively by material elements such as furniture or equipment, the reassuring attitude and the know-how of the team.

1- Material comfort: knowing how to welcome the client

Chairs to rest for waiting patients, air conditioning when the thermometer climbs, a play area for children... are all common sense that should guide the development of the pharmacy.

As in any business, the customer experience must be at the center of the team's concerns in order to anticipate its needs.

This material comfort to which the planners pay particular attention is obviously a major commercial asset.

The automatic door for example, has the advantage of facilitating entry into the pharmacy without soliciting effort from the customer.

But the degree of perception of comfort is not the same, depending on the profile of the patient.

A mother will not be sensitive to the same equipment as the teenager or the elderly person.

The play area for children is a must and should meet certain rules.

From a safety point of view, it must be equipped with toys or accessories (pencils, puzzle) approved for use by children.

If the goal is to allow parents to be more attentive when issuing the prescription, they should always be able to keep an eye on the children.

The location of the play area is both a security issue and a business strategy, for parents to have direct eye contact with the product offer or the pharmacy services.

Looking at a different customer profile, people with disabilities or reduced mobility appreciate areas without barriers.

Standards must also be respected when renovating or building the customer area.

The entire customer / patient area must meet this access requirement, whether it is the dispensing area, the orthopedic room or the private room.

A water fountain, or a sound system that animates the space, are all easy gestures that help the customer / patient to feel comfortably in the pharmacy.

2- Small touches that accentuate comfort

A water fountain, or a sound system that animates the space, are all easy gestures that help the customer / patient to feel comfortably in the pharmacy.

The decoration may seem superfluous in a local store whose main concern is health.

Yet, it is increasingly recognized as essential.

The fact of coming to seek his medicines in a colored, luminous, ventilated space, attenuates the anxieties inherent to the disease.

A plant wall, an illustration (photography, image, engraving) or a collection of pharmacy jars... the entire decor brings a serenity to the space and helps soothe the distress of the patient.

For the non-patients, those who come for wellness advice, this quiet atmosphere encourages to enter, to stroll and, perhaps finally, to consume.

Another significant asset, the connected space for children could build customer loyalty.

The reasoning is simple: if the kids are having a good time at the pharmacy, they will not be reluctant to return and may even encourage their parents to go there regularly.

Tactile tablets offer a wide choice of video games to keep children calm and quiet.

This type of entertainment equipment is designed to amuse - and to keep the younger ones quiet, encouraging them to settle down and immerse themselves in a universe of electronic games.

Taking the digital turn offers customers connected objects in waiting areas.

For the pharmacy, this type of connected equipment can represent a significant service.

The future is less in the Internet and online sales than in customer service.

The implementation of this concept, demonstrates a desire to be present in the digital age.

This is a sign that the pharmacy is engaged in an evolution of its mentality for doing things.

This is quite important for the youth clientele because it is necessary to attract it.

The goal is to create and strengthen a lasting link between the pharmacist and his customers.

But it is also a matter of image that the pharmacy wants to communicate.

The trend is digital and the pharmacy will need to follow.

A connected space also refers to the most modern health objects that the pharmacy can offer.

Waiting areas are important elements in a pharmacy's redevelopment plan.

3- A balance between light, materials and smell

The impression of comfort results from a balance between visual, sound, tactile and olfactory elements.

Soft colors are preferred, especially in the private room.

More vivid colors can be made by small touches, to enhance or energize the overall look.

On the material side, wood remains a must to warm the atmosphere and contribute to the impression of comfort.

Materials that reduce noise pollution (printers) are also preferred; they allow the creation of a cozy space, amplifying the impression of confidentiality.

To enhance these elements of decor and layout, the lighting must be up to the task.

The brightness of the space must be well proportioned, to highlight the offer without harming the eyes of customers.

Last element to take into account for a comfortable space, the olfactory atmosphere; it must be pleasant, characteristic, without being uncomfortable.

The diffusion of essential oils helps to create a pleasant environment, provided it is controlled.

4- Situational comfort

If the care of the decor and the layout is unavoidable, the consulting space should not be a promise without continuation.

The main mission of the pharmacy remains patient care and well-being.

This requires hospitality and advice, whether it is the proper use of drugs or other OTC products.

The know-how of the team is combined with the "savoir-faire".

In other words, the technical skills of the team members are inseparable from an attentive and caring attitude to enhance the feeling of comfort.

For the patient, feeling safe, welcomed and listened to, ensures the continuation of the comfortable situation which started when he entered the pharmacy.

5- Pharmacy team comfort: Think "back office"

A comfortable pharmacy for the clientele is also a place where the pharmacy team feels good.

The space and the working conditions depend closely on the organization of the back office and the cohesion of the team members.

Sometimes, the back office is neglected because it is not visible, while it remains a strategic area.

Its ergonomics contribute to the efficiency of the team, while guaranteeing quality work, that is felt by the customers.


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