Tired of standing? Dover’s pharmacy improves customer service

Published July 23, 2009
By Airman 1st Class Shen-Chia Chu
436th AW Public Affairs

DOVER AIR FORCE BASE, Del. -- Team Dover will no longer have to stand in line to check in at the 436th Medical Group pharmacy.

Patients needing their prescriptions filled can now use the number ticket dispenser, which is designed to help keep track of patients in a more organized manner, making it easier for the patients as they wait at the pharmacy.

The process is simple: walk up to the Q-MATIC located in the pharmacy lobby and press a button labeled "active duty in uniform" or "others."

Keep the ticket the machine dispenses and have a seat in the waiting area.

A ticket number will appear, flashing on the neon board along with a chiming sound. The board will indicate which counter to go to for checking in or picking up filled prescriptions.
"We care about meeting the patient's needs and this is one way to help ensure a pleasant experience at our pharmacy," said Capt. Ben Keller, 436th Medical Support Squadron officer in charge of the pharmacy.

"This is an efficient and effective system that doesn't change the pharmacy's internal process behind the counter; rather it is for the benefit and well-being of our patients," said Captain Keller.

Patients don't have to worry about missing their number to pick up prescriptions if they leave the pharmacy area. Just scan the ticket at the computer monitor to see if the prescription has been filled.

"This system is more convenient because it is less cluttered and more organized," said Tech. Sgt. Jason Blaisdell, 436th Communications Squadron. "I've always liked this system when I used it at other bases, you don't want to deal with any lines."

According to Captain Keller, this system has been implemented because of customer feedback to help ensure the clinic is meeting the needs of the patients.

"The Q-MATIC is especially beneficial for patients with hearing or seeing disabilities, and other health issues preventing them from standing," said Captain Keller. "The pharmacy started using this system because of the comments we received from our surveys and I'm glad we were able to be receptive and flexible to meet the needs of our customers."