CX excellence at a hospital pharmacy

The in-house pharmacy at one of the largest Dutch academic hospitals wanted to improve how customers experienced ordering and waiting to get their meds before going home. To do this, Cnote wanted to find out what actually happened in the pharmacy and how customers were experiencing the wait. The team interviewed front-line staff, customers, pharmacists, and tried out the ordering process themselves. Data review was also key: what were the waiting times? When did they peak? And how did waiting influence overall satisfaction?

We designed 20+ “quick win” ideas on how the pharmacy could improve the waiting time and experience, without significant cost or effort. Implementation is underway, with an internal project manager responsible for getting it done.

What we did

Contextual research, including:
✓ Real life check: 2 days of observations and 25 interviews with customers
✓ In-depth interviews with pharmacy and hospital staff
✓ Be the customer
✓ Human data mining: waiting time analysis

Quick win designs for improvements
Masterclasses to help the team ‘get’ the customer view

 

CX excellence at a hospital pharmacy

The in-house pharmacy at one of the largest Dutch academic hospitals wanted to improve how customers experienced ordering and waiting to get their meds before going home. To do this, Cnote wanted to find out what actually happened in the pharmacy and how customers were experiencing the wait. The team interviewed front-line staff, customers, pharmacists, and tried out the ordering process themselves. Data review was also key: what were the waiting times? When did they peak? And how did waiting influence overall satisfaction?

We designed 20+ “quick win” ideas on how the pharmacy could improve the waiting time and experience, without significant cost or effort. Implementation is underway, with an internal project manager responsible for getting it done.

What we did

Contextual research, including:
✓ Real life check: 2 days of observations and 25 interviews with customers
✓ In-depth interviews with pharmacy and hospital staff
✓ Be the customer
✓ Human data mining: waiting time analysis

Quick win designs for improvements
Masterclasses to help the team ‘get’ the customer view