Despite the challenges associated with 2021, Forum Extended Care Services continued to follow its best practice of surveying customers on their experiences in operations, customer service, and consulting/on-site offerings. Respondents, representing more than 50 different client companies, including chain and independent nursing facilities and residential care communities, used a 5-point ranking for 31 areas of pharmacy service and quality.

During a pandemic that created obstacles for staffing, delivery, and supply chain availability, Forum persevered, achieving 100% satisfaction rates in all categories, with the highest scores for its handling of new orders, overall pharmacy operations, responsiveness to requests and/or issues, quality of nurse consulting, and overall customer service. In overall satisfaction for pharmacy operations and customer service, Forum achieved the highest ranking, or five stars, in overall consulting and on-site services from more than half of all respondents.

“We are proud to provide pharmacy and clinical services that could support our customers through another year of challenges and celebrations. Client feedback is truly valued at Forum so that we can continue to meet needs and provide unparalleled services to make medications easy, accurate, and reliable,” said Brain Kramer, RPh, MBA, President & CIO.

Forum strives to maintain the highest levels of service by listening to the voice of its customers. The comprehensive annual survey is a critical part of Forum’s operation and provides valuable insight for continuous improvement. Customer surveys and other innovative strategies such as Lean Six Sigma are integral to Forum’s mission to improve quality, reduce costs, manage teams, and enhance their customer-driven culture.