Pharmacy Service Review
The Pharmacy Service Review helps pharmacies understand patient experience across key touchpoints. It captures ratings on pharmacist consultation quality, staff helpfulness, wait times, prescription accuracy, and store environment. The form uses conditional logic to gather detailed feedback when issues are reported, helping pharmacy managers identify improvement opportunities and train staff effectively.
Try the Form
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export function pharmacyFeedbackSurvey(form: FormTs) {
// Pharmacy Service Review - Patient feedback for pharmacy visits
// Demonstrates: StarRating, Slider, MatrixQuestion, ThumbRating, EmojiRating, RadioButton, Timepicker
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Pharmacy Feedback',
computedValue: () => 'Your feedback helps us serve you better. Thank you for visiting!',
customStyles: {
background: 'linear-gradient(135deg, #0891b2 0%, #06b6d4 100%)',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Visit Details
// ============================================
const visitSection = form.addSubform('visitSection', {
title: 'Visit Details'
});
visitSection.addRow(row => {
row.addDatepicker('visitDate', {
label: 'Date of visit',
isRequired: true
}, '1fr');
row.addTimepicker('visitTime', {
label: 'Approximate time',
defaultValue: '14:00'
}, '1fr');
});
visitSection.addRow(row => {
row.addRadioButton('visitType', {
label: 'What was the purpose of your visit?',
options: [
{ id: 'prescription', name: 'Prescription pickup' },
{ id: 'new-rx', name: 'New prescription' },
{ id: 'consultation', name: 'Pharmacist consultation' },
{ id: 'otc', name: 'Over-the-counter purchase' },
{ id: 'vaccination', name: 'Vaccination/immunization' },
{ id: 'other', name: 'Other' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 2: Wait Time Experience
// ============================================
const waitSection = form.addSubform('waitSection', {
title: 'Wait Time Experience'
});
waitSection.addRow(row => {
row.addSlider('waitMinutes', {
label: 'How long did you wait? (minutes)',
min: 0,
max: 60,
step: 5,
defaultValue: 15,
showValue: true,
unit: 'min'
});
});
waitSection.addRow(row => {
row.addTextPanel('waitContext', {
computedValue: () => {
const minutes = waitSection.slider('waitMinutes')?.value() ?? 15;
if (minutes === 0) return 'Served immediately - excellent!';
if (minutes <= 10) return 'Very quick service';
if (minutes <= 20) return 'Reasonable wait time';
if (minutes <= 30) return 'Longer than ideal';
if (minutes <= 45) return 'Extended wait';
return 'Very long wait - we apologize';
},
customStyles: () => {
const minutes = waitSection.slider('waitMinutes')?.value() ?? 15;
const baseStyle = { padding: '8px 16px', borderRadius: '6px', textAlign: 'center' };
if (minutes <= 10) return { ...baseStyle, backgroundColor: '#d1fae5', color: '#065f46' };
if (minutes <= 20) return { ...baseStyle, backgroundColor: '#e0f2fe', color: '#0369a1' };
if (minutes <= 30) return { ...baseStyle, backgroundColor: '#fef3c7', color: '#92400e' };
return { ...baseStyle, backgroundColor: '#fee2e2', color: '#991b1b' };
}
});
});
waitSection.addRow(row => {
row.addStarRating('waitSatisfaction', {
label: 'How satisfied were you with the wait time?',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
// Long wait follow-up
waitSection.addRow(row => {
row.addTextarea('waitFeedback', {
label: 'What would have made the wait more acceptable?',
placeholder: 'e.g., better seating, status updates, text notification...',
rows: 2,
isVisible: () => {
const minutes = waitSection.slider('waitMinutes')?.value() ?? 15;
const satisfaction = waitSection.starRating('waitSatisfaction')?.value() ?? 0;
return minutes > 20 || (satisfaction > 0 && satisfaction <= 2);
}
});
});
// ============================================
// SECTION 3: Staff & Service Quality
// ============================================
const staffSection = form.addSubform('staffSection', {
title: 'Staff & Service Quality'
});
staffSection.addRow(row => {
row.addMatrixQuestion('staffRatings', {
label: 'Rate your experience with our staff:',
rows: [
{ id: 'friendly', label: 'Friendliness & courtesy', isRequired: true },
{ id: 'helpful', label: 'Helpfulness & attentiveness', isRequired: true },
{ id: 'knowledge', label: 'Knowledge & expertise', isRequired: true },
{ id: 'communication', label: 'Clear communication', isRequired: false },
{ id: 'privacy', label: 'Respect for privacy', isRequired: false }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 4: Pharmacist Consultation
// ============================================
const consultSection = form.addSubform('consultSection', {
title: 'Pharmacist Consultation',
isVisible: () => {
const visitType = visitSection.radioButton('visitType')?.value();
return visitType === 'prescription' || visitType === 'new-rx' || visitType === 'consultation';
}
});
consultSection.addRow(row => {
row.addThumbRating('hadConsultation', {
label: 'Did you speak with a pharmacist?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
size: 'lg',
alignment: 'center'
});
});
// Consultation details if yes
const consultDetailsSection = form.addSubform('consultDetailsSection', {
title: 'Consultation Experience',
isVisible: () => consultSection.thumbRating('hadConsultation')?.value() === 'up'
});
consultDetailsSection.addRow(row => {
row.addStarRating('consultQuality', {
label: 'How helpful was the pharmacist consultation?',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
consultDetailsSection.addRow(row => {
row.addCheckboxList('consultTopics', {
label: 'What did you discuss?',
options: [
{ id: 'dosage', name: 'Dosage instructions' },
{ id: 'side-effects', name: 'Side effects' },
{ id: 'interactions', name: 'Drug interactions' },
{ id: 'generic', name: 'Generic alternatives' },
{ id: 'cost', name: 'Cost/insurance' },
{ id: 'otc', name: 'OTC recommendations' },
{ id: 'other', name: 'Other health questions' }
],
orientation: 'vertical'
});
});
consultDetailsSection.addRow(row => {
row.addThumbRating('questionsAnswered', {
label: 'Were all your questions answered?',
showLabels: true,
upLabel: 'Yes, completely',
downLabel: 'No, I still have questions',
size: 'md',
alignment: 'center'
});
});
consultDetailsSection.addRow(row => {
row.addTextarea('unansweredQuestions', {
label: 'What questions remain unanswered?',
placeholder: 'Please share so we can follow up...',
rows: 2,
isVisible: () => consultDetailsSection.thumbRating('questionsAnswered')?.value() === 'down'
});
});
// ============================================
// SECTION 5: Prescription Accuracy
// ============================================
const accuracySection = form.addSubform('accuracySection', {
title: 'Prescription Accuracy',
isVisible: () => {
const visitType = visitSection.radioButton('visitType')?.value();
return visitType === 'prescription' || visitType === 'new-rx';
}
});
accuracySection.addRow(row => {
row.addThumbRating('rxAccurate', {
label: 'Was your prescription filled correctly?',
showLabels: true,
upLabel: 'Yes, everything correct',
downLabel: 'No, there was an issue',
size: 'lg',
alignment: 'center'
});
});
// Accuracy issue follow-up
accuracySection.addRow(row => {
row.addRadioButton('accuracyIssue', {
label: 'What issue did you experience?',
options: [
{ id: 'wrong-med', name: 'Wrong medication' },
{ id: 'wrong-dose', name: 'Wrong dosage/quantity' },
{ id: 'wrong-label', name: 'Incorrect label information' },
{ id: 'missing', name: 'Medication missing from order' },
{ id: 'insurance', name: 'Insurance/billing error' },
{ id: 'other', name: 'Other issue' }
],
orientation: 'vertical',
isRequired: true,
isVisible: () => accuracySection.thumbRating('rxAccurate')?.value() === 'down'
});
});
accuracySection.addRow(row => {
row.addTextarea('accuracyDetails', {
label: 'Please describe the issue',
placeholder: 'Details help us prevent future errors...',
rows: 2,
isRequired: true,
isVisible: () => accuracySection.thumbRating('rxAccurate')?.value() === 'down'
});
});
accuracySection.addRow(row => {
row.addTextPanel('accuracyWarning', {
computedValue: () => '⚠️ We take accuracy very seriously. Our quality team will review this feedback and may contact you.',
customStyles: {
backgroundColor: '#fee2e2',
color: '#991b1b',
padding: '12px',
borderRadius: '6px',
borderLeft: '4px solid #ef4444'
},
isVisible: () => accuracySection.thumbRating('rxAccurate')?.value() === 'down'
});
});
// ============================================
// SECTION 6: Store Environment
// ============================================
const storeSection = form.addSubform('storeSection', {
title: 'Store Environment'
});
storeSection.addRow(row => {
row.addStarRating('cleanliness', {
label: 'Cleanliness',
maxStars: 5,
size: 'md',
showCounter: true
}, '1fr');
row.addStarRating('organization', {
label: 'Organization & ease of finding items',
maxStars: 5,
size: 'md',
showCounter: true
}, '1fr');
});
// ============================================
// SECTION 7: Overall Experience
// ============================================
const overallSection = form.addSubform('overallSection', {
title: 'Overall Experience',
customStyles: () => {
const mood = overallSection.emojiRating('overallMood')?.value();
if (mood === 'excellent' || mood === 'good') return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (mood === 'very-bad' || mood === 'bad') return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { padding: '16px', borderRadius: '8px', border: '1px solid #e2e8f0' };
}
});
overallSection.addRow(row => {
row.addEmojiRating('overallMood', {
label: 'How was your overall pharmacy experience?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
overallSection.addRow(row => {
row.addRatingScale('recommendLikelihood', {
label: 'How likely are you to recommend our pharmacy to others?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
alignment: 'center'
});
});
overallSection.addSpacer();
overallSection.addRow(row => {
row.addTextarea('additionalComments', {
label: () => {
const mood = overallSection.emojiRating('overallMood')?.value();
if (mood === 'excellent' || mood === 'good') return 'What made your experience great?';
if (mood === 'very-bad' || mood === 'bad') return 'How can we make it right?';
return 'Any additional feedback?';
},
placeholder: 'Your feedback is valuable to us...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summarySection', {
title: 'Feedback Summary',
isVisible: () => overallSection.emojiRating('overallMood')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summary', {
computedValue: () => {
const visitType = visitSection.radioButton('visitType')?.value() || 'Visit';
const waitMinutes = waitSection.slider('waitMinutes')?.value() ?? 0;
const waitSat = waitSection.starRating('waitSatisfaction')?.value() ?? 0;
const mood = overallSection.emojiRating('overallMood')?.value();
const nps = overallSection.ratingScale('recommendLikelihood')?.value() ?? 0;
const rxAccurate = accuracySection.thumbRating('rxAccurate')?.value();
const consultQuality = consultDetailsSection.starRating('consultQuality')?.value() ?? 0;
const visitLabels: Record<string, string> = {
'prescription': 'Prescription Pickup', 'new-rx': 'New Prescription',
'consultation': 'Consultation', 'otc': 'OTC Purchase',
'vaccination': 'Vaccination', 'other': 'Other'
};
const moodLabels: Record<string, string> = {
'very-bad': 'Very Unsatisfied', 'bad': 'Unsatisfied', 'neutral': 'Neutral',
'good': 'Satisfied', 'excellent': 'Very Satisfied'
};
let summary = 'Pharmacy Visit Summary\n';
summary += '═'.repeat(25) + '\n\n';
summary += `Visit Type: ${visitLabels[visitType] || visitType}\n`;
summary += `Wait Time: ${waitMinutes} minutes\n`;
summary += `Wait Satisfaction: ${waitSat > 0 ? '★'.repeat(waitSat) + '☆'.repeat(5 - waitSat) : 'Not rated'}\n`;
if (consultQuality > 0) {
summary += `Consultation Quality: ${consultQuality}/5\n`;
}
if (rxAccurate) {
summary += `Prescription Accurate: ${rxAccurate === 'up' ? 'Yes' : '⚠️ ISSUE REPORTED'}\n`;
}
summary += `\nOverall: ${moodLabels[mood || ''] || 'Not rated'}\n`;
summary += `NPS Score: ${nps > 0 ? nps + '/10' : 'Not rated'}\n`;
// Alerts
if (rxAccurate === 'down') {
summary += '\n⚠️ ATTENTION: Prescription accuracy issue reported';
}
if (waitMinutes > 30) {
summary += '\n⚠️ Long wait time - review staffing levels';
}
return summary;
},
customStyles: () => {
const rxAccurate = accuracySection.thumbRating('rxAccurate')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px'
};
if (rxAccurate === 'down') {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#ecfeff', borderLeft: '4px solid #06b6d4' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback'
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for your feedback!',
message: 'Your input helps us provide better pharmacy care. If you reported any concerns, our team will review and follow up if needed. Thank you for choosing our pharmacy!'
});
}
Frequently Asked Questions
How do we reduce pharmacy wait time complaints?
Track wait time ratings by day and hour to identify patterns. Common solutions: better staffing during peak hours, text alerts when prescriptions are ready, drive-through options, and setting accurate expectations upfront. The biggest driver of satisfaction isn't speed - it's meeting the promised time.
How important is pharmacist consultation feedback?
Very important. Pharmacist consultations are a key differentiator and revenue driver. Track consultation quality, whether patients felt heard, and if their questions were answered. Low scores indicate training needs or staffing issues preventing adequate consultation time.
Should we ask about prescription accuracy?
Yes, but carefully. Accuracy issues are critical safety signals. Include questions about medication received matching expectations and clear labeling. Any accuracy concerns should trigger immediate follow-up through your quality assurance process.
What response rate should pharmacies target?
Target 15-25% response rate for email surveys post-pickup. In-store tablets or QR codes get 5-10% but capture immediate experience. Incentivize with loyalty points if possible. Sample regularly rather than surveying every visit.
How do we handle negative pharmacy feedback?
Respond within 24 hours to serious concerns. For wait time issues, offer solutions (order ahead, delivery). For staff complaints, investigate and coach. For accuracy concerns, treat as safety incidents. Always thank patients for feedback.