“Customer service” is a set of words used a lot in business these days.
It can mean different things to different people. It can mean one thing to a business owner and something totally different to a customer. It can even mean different things to the employees of the same business.
There is no question what “customer service” means to Jeremy Leach of Parkland HealthMart Pharmacy, in Fredericktown, Missouri.
“We really focus on the customer. Is the patient getting better?,” said Leach.
Leach grew up in Fredericktown, so for him, it was an easy choice to help the people of his hometown.
“I’ve really enjoyed building this business in Fredericktown; it was a no-brainer for me,” said Leach.
He opened Parkland HealthMart Pharmacy more than three years ago. Since then, Leach and his team have focused on the little things that help people get healthier in Fredericktown.
“For example, we actually make sure patients are taking their meds,” Leach said. “The reason we track this is because medicines don't work in patients who don’t take them. If we discover that there is an issue, we can help them stay healthier.”
There have been recent changes to the pharmacy industry that make local pharmacists some of the most important people, in terms of health, in the community.
“Pharmacy is a very important touch point in the health care industry,” said Leach. “Many patients only go to the doctor three or four times a year, but they’ll likely visit the pharmacy 30-40 times a year. We must do a better job of giving individualized, personal care to our patients, especially those who have multiple disease states like diabetes, COPD and heart failure.”
One of the services offered at Parkland HealthMart pharmacy is a packaging system for patients with memory problems that can include med alarms as well. Another is their pharmacy system which identifies patients who are at risk for an event that may cause a hospitalization. The system collects data to better understand the overall health of the patient and calculates a risk score. Using this score helps the pharmacy identify which patients need extra attention and in turn keep them healthy and out of the hospital.
“The pharmacy services we offer this community are not happening everywhere,” Leach said. “It’s incredible getting to practice pharmacy at such a high level right here in my hometown, and it’s been simple to incorporate all these services because it fits in our model of knowing the patient on a personal level. You are a name, not just a number here and establishing that relationship is a huge step to better health care.”
Parkland HealthMart Pharmacy is open Monday-Friday 8:30 a.m.-5:30 p.m and Saturday 8:30 a.m. to noon. Parkland HealthMart Pharmacy also has locations in Desloge and Ironton.