How Pharmacies Can Reduce Wait Times with Smart Lockers & Will Call Solutions

The Problem: Long Wait Times in Pharmacies

Pharmacists are among the most trusted healthcare professionals, yet many customers find visiting the pharmacy frustrating due to long wait times for prescription fulfillment. While patients value the expertise of their pharmacist, waiting in line for a routine refill can be a source of dissatisfaction.

For a pharmacy to increase revenue, it needs to fill more prescriptions. However, higher volumes often result in longer wait times, a busier dispensary, and misplaced prescriptions in the “Will Call” area. Additionally, customers picking up refills may feel that waiting for counseling is unnecessary, further adding to inefficiencies.

Simple Steps to Improve Pharmacy Efficiency

1. Add a Private Counselling Window

A simple but effective solution is to create a dedicated “Counseling” window or room. This removes time-consuming consultations from the pick-up line, ensuring that customers who need pharmacist guidance receive it in a private setting. At the same time, it prevents bottlenecks at the main pick-up area, improving the flow of service.

2. Organize Your Will Call System with Monaco Bags

Streamlining the “Will Call” area can save valuable time. The Monaco Bag System, available from Manrex, is an alphabetized hanging bag system that allows pharmacy staff to sort prescriptions efficiently. This reduces the time spent searching for completed prescriptions and is ideal for pharmacies handling 50 to 250 prescriptions per day. Clear labeling and secure will-call organization are best practices supported by ISMP Canada’s Label and Package Safety Guidelines, which aim to reduce dispensing errors and enhance customer trust.

3. Upgrade to a Pick-to-Light System with HangRx

For dispensaries handling over 250 prescriptions per day, upgrading to a “Pick-to-Light” system is the next logical step. The HangRx System, available from Manrex, enhances the Monaco Bag System by adding lighted handles that illuminate when a patient’s name is searched. This eliminates sorting altogether, allowing pharmacy staff to retrieve prescriptions quickly and accurately.

4. Use Digital Displays to Improve Customer Flow with DisplayRx

Adding a “Notice Board” at the pick-up window is another way to reduce congestion. The DisplayRx system, available through Manrex, features a large screen that lists prescriptions being prepared and those ready for pick-up. This eliminates the need for customers to ask, “Are my prescriptions ready yet?”—saving time for both staff and customers.

5. Self-Serve Will Call: How Pharmacy Smart Lockers Improve Prescription Pick-Up

The latest trend in pharmacy efficiency is self-serve prescription retrieval via pharmacy smart lockers. Customers receive a secure, one-time-use code that allows them to access their medications at their convenience. These lockers are available 24/7 in some locations, dramatically reducing line-ups and freeing up pharmacy staff to focus on higher-value tasks.

Why Smart Lockers Are the Future of Pharmacy Pick-Up

How Pharmacy Smart Lockers Work

Smart lockers, like the ServiLocker, provide a secure and automated prescription pick-up solution. Once a prescription is filled, the pharmacist places it in a locker, and the system generates a unique access code for the patient. The customer can then retrieve their medication at their convenience, eliminating wait times. Studies show that automated pharmacy solutions significantly improve efficiency and customer satisfaction.

Benefits of Automated Pharmacy Lockers

• 24/7 prescription access without staff involvement
• Reduced congestion at the pick-up counter
• Enhanced security with controlled access
• Greater efficiency for high-volume pharmacies

Enhance Your Pharmacy Workflow with Manrex Smart Lockers

By integrating pharmacy smart lockers and streamlined Will Call solutions, pharmacies can significantly improve customer service and operational efficiency. The ServiLocker offers a secure, automated prescription retrieval system, reducing staff workload and wait times.

If you have questions about how our Manrex portfolio of “Will Call” products can help streamline your dispensary, while improving customer service, call us at your earliest convenience.  1-800-665-7652 or from our website at www.manrex.com 

-John Webster of Manrex Limited