The Right Service via the Right Staff

Three key concepts come into providing women's health services: comfort, discretion and trust.

Many women’s health services require private discussion with a knowledgeable professional who is focused on understanding their needs. The clientele of a women’s healthcare business is going to have expectations about who will be caring for them.

This can create a “demographic challenge” of sorts for any pharmacies that are owned and operated by men. A maternity patient or post-mastectomy patient might find it uncomfortable to discuss her condition and product needs with a man, who might not be as familiar with her health issues as a woman might. Moreover, even if a male member of the provider team knew those issues backwards and forwards, there still might be a discomfort level.

Bearing that in mind, it’s advisable that pharmacies ensure that a woman leads their women’s health practices. A female customer service lead will help build the comfort and trust levels that women’s healthcare patients will expect, and can then dive in to ensure that those clients are getting the medical products and services that they need.

Moreover, that trust will travel. Word of mouth is critical. If a provider does provide the right service, it will pay dividends. Because many aspects of women’s health are private and require delicate and discrete service, DME pharmacies need to understand that word of mouth will play a critical role in their success in terms of providing women’s health. Women’s health patients want to do business with a provider that takes their needs seriously and that they can trust.

So if a breast cancer patient or a maternity patient feels like their community pharmacy is providing knowledgeable care that is tailored to her needs, there is a good chance that she will pass that information along to her peers and possibly a referring physician or similar healthcare professional. (And don’t be afraid to ask for them to spread the word.)

And again, executed with the right kind of product and care knowledge, that lead will help build long-term relationships with those patients.

This article originally appeared in the DME Pharmacy April 2021 issue of HME Business.

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