HealthFirst Pharmacy: Transforming the Neighborhood Pharmacy Experience
"Digital signage has revolutionized how we serve our communities. Patients waiting for prescriptions now receive valuable health education instead of staring at their phones. Our OTC sales are up 38% because customers see relevant health solutions while they wait. And our pharmacists spend less time answering 'how much longer?' questions because wait times are clearly displayed. It's a better experience for everyone."
— Dr. Michelle Tran, Chief Pharmacy Officer, HealthFirst Pharmacy
Company Overview
| Company | HealthFirst Pharmacy |
| Type | Regional pharmacy chain |
| Locations | 156 stores across 4 states |
| Format | Neighborhood pharmacies (avg. 8,500 sq. ft.) |
| Daily Prescriptions | 45,000+ |
| Weekly Customers | 520,000+ |
| Annual Revenue | $1.2 billion |
| Employees | 3,800 |
| SignageStudio Customer Since | May 2024 |
The Challenge: Competing in a Transformed Industry
HealthFirst faced multiple pressures reshaping the pharmacy landscape:
Industry Disruption
The pharmacy industry is undergoing massive change:
- CVS, Walgreens closing thousands of locations due to changing economics
- Amazon Pharmacy and mail-order disrupting traditional models
- Increased competition from grocery store and big-box pharmacies
- Declining reimbursement rates pressuring margins
Specific Pain Points
Prescription Wait Time Frustration
- Average wait time: 18 minutes for new prescriptions
- Customers had no visibility into queue position
- Pharmacist interruptions for status updates: 23% of interactions
- Long waits are the #1 complaint in pharmacy customer surveys
- Patient satisfaction scores: 71%
Underperforming Front-Store Revenue Traditional pharmacies generate 25-30% of revenue from front-store sales, but HealthFirst was underperforming:
- Front-store sales per customer: $12.40 (below $16 industry average)
- Impulse purchase rate: 18% (below 28% benchmark)
- Seasonal product awareness: Limited without expensive end-cap displays
- Health and wellness category growth: Stagnant
Health Education Gaps Pharmacies are healthcare touchpoints, but opportunities were missed:
- Vaccination awareness varied by store
- Medication adherence messaging was inconsistent
- Chronic disease management education was limited
- MTM (Medication Therapy Management) service awareness: Only 12% of eligible patients
Operational Inefficiencies
- Price updates required manual label changes
- Promotional compliance across 156 stores: 73%
- Weekly circular implementation took 2-3 days
- Staff spent significant time on directional questions
"We had customers waiting 20 minutes with nothing to do but get frustrated," explains Dr. Michelle Tran. "Meanwhile, they were surrounded by products that could address their health needs, but our static signage wasn't making those connections. We were wasting a captive audience opportunity."
The Solution: Health-Focused Digital Experience
HealthFirst partnered with MediaSignage for a comprehensive pharmacy transformation:
Display Network Architecture
Pharmacy Area (per store average)
- 2x 55" prescription wait displays (queue management)
- 2x 43" consultation area screens (health education)
- 1x 32" drive-thru display (wait times, promotions)
- 2x 24" pharmacist workstation displays (patient info)
Front Store Areas
- 2x 55" entrance displays (weekly promotions)
- 4x 43" category displays (health/beauty, OTC, seasonal)
- 2x 32" end-cap promotional screens
- 1x 55" checkout queue display
Clinic Areas (87 locations with MinuteClinic-style services)
- 1x 43" check-in/wait display
- 1x 32" exam room education screen
Total Deployment: 2,184 displays across 156 stores
Content Strategy: The Health & Wellness Framework
HealthFirst developed content categories aligned with pharmacy goals:
| Content Category | Purpose | Airtime | Key Messages |
|---|---|---|---|
| Wait Management | Reduce perceived wait | 25% | Queue position, estimated time, status updates |
| Health Education | Patient wellness | 30% | Medication adherence, condition management, prevention |
| Product Promotion | Drive front-store sales | 30% | OTC solutions, seasonal items, wellness products |
| Services Awareness | Increase service utilization | 15% | Vaccinations, MTM, health screenings |
Prescription Queue Integration
SignageStudio was integrated with HealthFirst's pharmacy management system:
Patient Experience:
- Drop off prescription → Receive ticket number
- Queue displays show: "Your prescription #247 is being processed"
- Status updates: "Insurance verified" → "In filling" → "Pharmacist review" → "Ready"
- Text notification when ready (optional)
- "Now serving #247 at Window 2"
Results:
- Patients know exactly where they stand
- Pharmacist interruptions reduced 67%
- Walk-away rate decreased 34%
- Wait time perception improved even when actual time unchanged
Targeted Health Content
Content adapts based on context:
Seasonal Relevance
- Flu season: Vaccination promotion, cold/flu remedies
- Allergy season: Antihistamine education, prevention tips
- Summer: Sunscreen, hydration, travel health
- Back-to-school: Vaccinations, immune boosters
Condition-Specific Education For patients waiting, screens display rotating health content:
- Diabetes management tips (relevant given insulin pickups)
- Heart health education (cholesterol medication context)
- Medication adherence importance
- Side effect management guidance
Time-of-Day Optimization
- Morning: Vitamin/supplement promotions, senior discounts
- Lunch: Quick-service clinic promotion, express pickup
- Evening: Family health products, next-day prescription reminder
- Weekend: Vaccination availability, wellness screenings
The Results: Healthier Outcomes All Around
After 18 months of full deployment, HealthFirst has achieved significant improvements:
Sales Performance
Industry research shows digital signage in retail pharmacy increases OTC sales by 20-35%—HealthFirst exceeded this benchmark with 38% growth.
Detailed Performance Metrics
| Metric | Before | After | Improvement |
|---|---|---|---|
| OTC category sales | Baseline | +38% | +38% |
| Front-store sales per customer | $12.40 | $17.80 | +44% |
| Patient satisfaction (prescription) | 71% | 89% | +25% |
| Pharmacist status inquiries | 23% of interactions | 8% | -65% |
| Vaccination rate | 34% eligible | 52% eligible | +53% |
| MTM service awareness | 12% | 41% | +242% |
| Promotional compliance | 73% | 99% | +36% |
| Walk-away rate (abandoned prescriptions) | 8% | 5.3% | -34% |
Health Outcomes Impact
Beyond sales, HealthFirst tracked meaningful health improvements:
Vaccination Success
- Flu shot administration: +52% year-over-year
- Shingles vaccination awareness: +78%
- COVID booster uptake: +34%
- Travel vaccination inquiries: +89%
"The screens showing 'Flu shots available—no appointment needed' have been incredibly effective," notes Regional Pharmacy Manager Carlos Rodriguez. "Patients who came in for prescriptions leave with vaccinations. We're serving our communities better."
Medication Adherence
- Refill reminder response rate: +23%
- Medication synchronization enrollment: +67%
- Chronic disease program participation: +45%
- Patient education video views: 340,000/month
Operational Efficiency
| Metric | Before | After | Improvement |
|---|---|---|---|
| Price change deployment | 2-3 days | < 1 hour | -96% |
| Promotional compliance | 73% | 99% | +36% |
| Staff time on directional questions | 12% | 4% | -67% |
| Drive-thru abandonment | 18% | 9% | -50% |
| Weekly circular implementation | 48 hours | 2 hours | -96% |
Financial Impact
Investment Summary
| Category | Cost |
|---|---|
| Hardware (2,184 displays, players, mounts) | $1,420,000 |
| Installation across 156 stores | $468,000 |
| Pharmacy management system integration | $185,000 |
| Queue management software | $78,000 |
| SignageStudio enterprise license | $72,000/year |
| Content development (Year 1) | $145,000 |
| Total Initial Investment | $2,368,000 |
Return on Investment
| Category | Annual Value |
|---|---|
| Incremental front-store revenue | $14,600,000 |
| Vaccination revenue increase | $2,800,000 |
| MTM and services revenue | $1,200,000 |
| Operational efficiency savings | $890,000 |
| Reduced walk-away loss | $1,400,000 |
| Print and signage cost reduction | $340,000 |
| Total Annual Returns | $21,230,000 |
| ROI Achieved | 1.3 months |
Stakeholder Testimonials
"I've been a pharmacist for 22 years, and these displays have changed my daily work. Instead of answering 'how much longer?' fifty times a day, patients can see their status on the screen. I can focus on consultations and clinical care instead of queue management. It's made my job more fulfilling."
— Staff Pharmacist, Store #47
"I pick up my blood pressure medication every month. While I wait, the screens show tips about managing hypertension, foods that help, exercise recommendations. I've learned more from those screens than from reading the pamphlet that came with my first prescription. And now I know exactly when my prescription is ready."
— Customer Survey Response
"From a merchandising perspective, the digital displays have transformed our seasonal transitions. We can switch from allergy season to back-to-school to flu season overnight across all 156 stores. Our seasonal category sales are up 42%, and our suppliers are thrilled with the visibility we can offer their products."
— Director of Merchandising
"The drive-thru experience has improved dramatically. Customers can see their wait time and what's happening with their prescription without rolling down their window to ask. Drive-thru satisfaction scores are up 38%, and we've seen a 50% drop in people driving away because they didn't want to wait."
— Operations Manager
Best Practices: Pharmacy Digital Signage
Content Guidelines
Health Information Requirements
- All health content reviewed by clinical team
- FDA-compliant medication information
- Clear disclaimer messaging where required
- Balanced promotional and educational content
Patient Privacy Considerations
- Queue displays use ticket numbers, not names
- No PHI displayed on public screens
- HIPAA-compliant consultation room content
- Staff screens positioned for privacy
Integration Recommendations
Pharmacy Management Systems
- Real-time queue status feeds
- Inventory-aware promotions (suppress out-of-stock)
- Prescription ready notifications
- Insurance/pricing integration
Seasonal Automation
- Weather-triggered content (cold remedies when temperatures drop)
- Pollen count integration for allergy products
- Holiday health messaging (travel, stress management)
- Back-to-school immunization reminders
Future Innovations
HealthFirst continues expanding digital capabilities:
2026 Initiatives
- Personalized health content — Condition-relevant education based on prescription category (opt-in)
- Telehealth integration — Queue for virtual pharmacist consultations
- Mobile pickup alerts — Prescription ready notifications with aisle guidance
- Clinical services scheduling — Self-service screening appointments via kiosk
Long-Term Vision
- AI health recommendations — Personalized wellness product suggestions
- Medication interaction alerts — OTC warnings based on prescription profile
- Chronic disease dashboards — Patient health metrics displayed securely
- Community health campaigns — Targeted public health messaging by region
Transform Your Pharmacy Experience
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