Forum Extended Care Services continued to follow its best practices during the global pandemic, conducting surveys on customer experience based on more than 30 service and quality metrics.
Chicago, IL (Merxwire) - Achieving customer satisfaction is a useful way to understand customer experience and opinions on services. Despite the challenges in product, supply, and delivery during the COVID-19 crisis, the forum received a 100% overall customer satisfaction rating in all categories measured.
"While we have always achieved high responses from our customers, we were especially honored this year that our customers took time from their intense schedules to complete the survey. This feedback is vital not only in support of our current initiatives, but it provides thoughtful input on how we can better serve customers," said Brain Kramer, RPh, MBA, President & CIO.
Nearly 40 communities participated in the survey with all ranking the 30 parameters as "well above satisfied." Highest measures were documented for quality of consulting pharmacist and account management services, both key attributes of the personalized services provided by the regional pharmacy. Forum achieved the highest ranking of "very satisfied" from every respondent in six categories, including overall pharmacy operations, timeliness of deliveries, scheduling of order cutoffs, and assistance in processing prior authorizations.
The annual comprehensive survey of customers is a critical part of Forum's operation and aligns with the pharmacy's values in seeking open and honest feedback to maintain the highest levels of service. "Continuous improvement is a hallmark at Forum, where we have adopted innovative strategies such as Lean Six Sigma to improve quality, reduce costs, manage teams, and transform our customer-driven culture," said Kramer.
About Forum Extended Care Services
For more than 50 years, Forum has delivered easy, accurate, and reliable pharmacy services to long-term and senior care. Accredited and open 24/7/365, Forum is a rock-solid partner, taking the drama out of pharmacy services so residents, facilities, and communities can thrive. Forum is proud to make meds easier for clients with two locations serving Illinois, Wisconsin, and Indiana.
More information please visit: https://www.forumpharmacy.com/
SOURCE Forum Extended Care Services