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WALTHAM, Mass. — New data from Wolters Kluwer Health’s third Pharmacy Next: Health Consumer Medication Trends survey reveals how systemic changes in the pharmacy and retail healthcare environment, together with rising prescription costs, are profoundly affecting consumers’ attitudes toward their care. With more drugstore and retail clinic closures announced, American consumers are worried about accessing affordable care nearby while many are more open to new technologies like AI chatbots and QR codes to support their medication needs.
“Consumers continue to adjust to changes in where and from whom they get care,” said Dr. Peter Bonis, Chief Medical Officer, Wolters Kluwer Health. “With the attrition of chain- and community-based pharmacies, our survey suggests that changes in where consumers fill prescriptions can be added to the list.”
Pharmacy deserts and limited access contrast a preference for brick-and-mortar
Against a backdrop of chain drugstores like CVS, Rite Aid, and Walgreens announcing a combined, estimated 2,600 store closings, 59% of Americans worry about obtaining medications close to home. While internet mail-order pharmacies and pharmacy benefit managers (PBMs) can serve as an alternative to brick-and-mortar pharmacies, the Pharmacy Next survey revealed that only 16% of those surveyed prefer using online pharmacies, signaling an undiminished demand for in-person care options as more stores close.
The survey also found other facets impacting Americans’ care and medications:
- Drug shortages hit home: 32% of respondents say shortages have affected their ability to access prescriptions.
- Discount store dilemma: Considering the limited rollouts of discounted, direct-to-consumer primary care, subsequent closures left a noteworthy impact: 15% of Americans feel the closures of retail health clinics at discount stores like Walmart and Dollar General have limited their access to convenient care.
Small strides against prescription price increases
Despite 52% of respondents saying the cost of their prescriptions has increased in the past few years, the percentage represents a decline compared to 2023, when nearly two-thirds of Americans (64%) reported their medication prices had increased in the previous year. To help manage these costs, 44% of Americans report turning to prescription coupon sites like GoodRx, suggesting consumers are more actively seeking ways to manage medication costs.
Growing openness to tech aids for medication management
With over one-third (34%) of adults taking three or more prescriptions, managing medications has become more complex. Americans are open to trying new technology solutions to make it easier to stay on top of medication doses, schedules, and information.
- Ditch the prescription printouts: Three out of four Americans (74%) are open to using QR codes or links to online information as an alternative to multiple-page medication information printouts.
- Split on chatbots: From banking apps to clothing retailer sites, chatbots have become an increasingly commonplace part of online experiences. For medication inquiries however, Americans are divided, with less than half (48%) receptive to using AI chatbots.
- Down on drones: Prescription drone delivery was first tested in rural Virginia nearly a decade ago and in October 2023, Amazon Pharmacy started a pilot in Texas. Americans however still express resistance to medication drones, with only two in five (39%) open to “drugs by drone.”
Added challenges with added medications
The rise of pharmacy deserts adds complexity for consumers taking multiple medications. According to survey, 74% of respondents rely on daily prescriptions. Of that group, 41% reported taking one to two medications; 21% said they take between three and five medicines; and 13% currently take more than five prescription medications.
Taking a closer look at Americans faced with managing three or more prescriptions, several tech aids showed appeal for helping their more complex medicine-taking routines.
- There’s an app for that: Nearly three in five (58%) would find medication apps helpful for dosing and adherence support.
- Coffee pod convenience: Similarly, 58% are open to smart pill organizers or dispensers that sort and prepare pills for easy dispensing at scheduled times, to avoid missed doses and pill sorting errors.
- Text me! Seven in ten (71%) say mobile alerts or text (SMS) reminders would be helpful.
Additional results of the Pharmacy Next: Health Consumer Medication Trends survey reveal the profound impact that recent changes in the healthcare landscape have had on consumers. Download the executive summary and explore more insights from Wolters Kluwer’s Pharmacy Next survey findings and analysis.
