Winn-Dixie Regains Lost Ground with New Pharmacy, Design
Nothing shows a retailer that its revitalization efforts
are working quite like a thumbs-up from customers. For
Winn-Dixie Stores, that vote of confidence came in
mid-February, when its pharmacy business was among 40 U.S.
companies honored as 2011 “customer service champions” by
J.D. Power and Associates.
Winn-Dixie pharmacies have undergone a major
transformation since John Fegan, VP pharmacy, joined the
Jacksonville, Fla.-based chain two years ago. The
rebuilding process, he told Drug Store News, began with
“making sure we’ve got the right people in place, and
giving them the tools that would allow them to interact
with the patient.” To that end, the company invested in
training programs both for immunizing patients and
medication therapy management. Result: all but about 30 of
its roughly 800 pharmacists now are certified to provide
vaccinations, and some 400 are MTM-qualified.
Winn-Dixie has launched WD RxConnect, a centralized
prescription record system. Also relatively new is an
automated, phone-based refill reminder program and an
optional program called Ready Refill that automatically
refills maintenance meds. Capping the latest efforts was
the unveiling last year of a store prototype that
showcases the chain’s “Fresh & Local” market image.
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