The Retail Health Clinic Market is Expected to Double in a Few Years. Customer Experience Must Be a Priority


Amid hospitals experiencing workforce shortages, the retail health clinic is gaining popularity for their ability to provide quality care to millions of patients. In fact, the retail clinic market, which stood at $2.05 billion last year, is expected to reach $4.22 billion by the year 2029. But as companies like Amazon enter the healthcare industry, what are some steps retail health clinics can take to improve customer experience?

Retail health clinics already come with a number of perks. For instance, they do not require prior appointments and provide easy access to healthcare for minor ailments. By providing these services, a retail health clinic can also reduce the burden on overcrowded emergency departments. However, experts believe that the clinics must make use of technology to make the entire experience seamless for customers, all the way from booking an appointment to the safe delivery of drugs.

Greg Samios, who currently serves as the President and CEO of Clinical Effectiveness at Wolter Kluwer, highlights the steps retail health clinics can take to

Greg’s Thoughts

“We believe that the retail pharmacy channel will make up roughly half of primary care in the next five years, and that that’s a good thing for patients [because] it provides better flexibility. But that said, there are many things that are important to patients. First, the safe delivery of drugs is a high priority. Second, that their customer experience is a very good experience, enabled by technology that can allow appointment setting and patient education delivered to them in the retail setting. And equally important, the harmonization of the content and the care that’s gets delivered [is] delivered with the highest quality based on the best evidence.”


Article written by Aarushi Maheshwari.

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