Abstract：
OBJECTIVE: To evaluate factors that influence client selection of a veterinary pharmacy and assess client perception of the impact of online pharmacies on veterinary clinics.
METHODS: Survey data and satisfaction metrics were compared between online pharmacies, a teaching hospital pharmacy (UW Veterinary Care), and primary care veterinary clinics between March and April 2023. Online pharmacy users were asked about perceived impact of online pharmacies on veterinary clinics. Personal values were correlated with the likelihood of using a pharmacy.
RESULTS: 158 surveys were analyzed; 32.9% of respondents used an online pharmacy. Of those, 20% used a veterinary-affiliated online pharmacy. Convenience was the value most liked by online pharmacy and primary care clinic users. Online users reported liking price most, whereas veterinary clinic pharmacy users (UW Veterinary Care and primary care clinics) reported liking communication and trust. Online users ranked price as more important, whereas veterinary clinic users ranked personalized experience (caring, explanations, veterinary recommended) as more important. Regardless of pharmacy type, satisfaction scores were high. Most online users perceived a negative impact of online pharmacies on veterinary clinics; this did not change reported usage.
CONCLUSIONS: Online and veterinary clinic users prioritized different values. Online users prioritized price and veterinary clinic users prioritized personalized experience. Online usage was not influenced by perceived impact.
CONCLUSIONS: For veterinary clinics attempting to increase revenue, appealing to these 2 distinct driving values is essential. Offering practice-directed online pharmacies with competitive and transparent pricing could procure online consumers, while maintaining a personalized experience remains important for consumers purchasing prescriptions in-house.
METHODS: Survey data and satisfaction metrics were compared between online pharmacies, a teaching hospital pharmacy (UW Veterinary Care), and primary care veterinary clinics between March and April 2023. Online pharmacy users were asked about perceived impact of online pharmacies on veterinary clinics. Personal values were correlated with the likelihood of using a pharmacy.
RESULTS: 158 surveys were analyzed; 32.9% of respondents used an online pharmacy. Of those, 20% used a veterinary-affiliated online pharmacy. Convenience was the value most liked by online pharmacy and primary care clinic users. Online users reported liking price most, whereas veterinary clinic pharmacy users (UW Veterinary Care and primary care clinics) reported liking communication and trust. Online users ranked price as more important, whereas veterinary clinic users ranked personalized experience (caring, explanations, veterinary recommended) as more important. Regardless of pharmacy type, satisfaction scores were high. Most online users perceived a negative impact of online pharmacies on veterinary clinics; this did not change reported usage.
CONCLUSIONS: Online and veterinary clinic users prioritized different values. Online users prioritized price and veterinary clinic users prioritized personalized experience. Online usage was not influenced by perceived impact.
CONCLUSIONS: For veterinary clinics attempting to increase revenue, appealing to these 2 distinct driving values is essential. Offering practice-directed online pharmacies with competitive and transparent pricing could procure online consumers, while maintaining a personalized experience remains important for consumers purchasing prescriptions in-house.
摘要：
目的：评估影响兽医药房客户选择的因素，并评估客户对在线药房对兽医诊所影响的看法。
方法：比较网上药店的调查数据和满意度指标，教学医院药房（UW兽医护理），和2023年3月至4月之间的初级保健兽医诊所。在线药房用户被问及在线药房对兽医诊所的影响。个人价值与使用药房的可能性相关。
结果：分析了158项调查；32.9%的受访者使用在线药房。其中,20％的人使用兽医附属的在线药房。便利是在线药房和初级保健诊所用户最喜欢的价值。在线用户最喜欢价格，而兽医诊所药房用户（UW兽医护理和初级保健诊所）报告喜欢沟通和信任。在线用户认为价格更重要，而兽医诊所用户对个性化体验(关怀，解释,兽医推荐)更重要。不管是什么药房,满意度得分高。大多数在线用户认为在线药店对兽医诊所有负面影响；这并没有改变报告的使用情况。
结论：在线和兽医诊所用户优先考虑不同的价值。在线用户优先考虑价格，兽医诊所用户优先考虑个性化体验。在线使用不受感知影响的影响。
结论：对于试图增加收入的兽医诊所，吸引这两个不同的驱动值是至关重要的。提供具有竞争力和透明价格的以实践为导向的在线药房可以吸引在线消费者，同时保持个性化的体验对于消费者内部购买处方仍然很重要。
方法：比较网上药店的调查数据和满意度指标，教学医院药房（UW兽医护理），和2023年3月至4月之间的初级保健兽医诊所。在线药房用户被问及在线药房对兽医诊所的影响。个人价值与使用药房的可能性相关。
结果：分析了158项调查；32.9%的受访者使用在线药房。其中,20％的人使用兽医附属的在线药房。便利是在线药房和初级保健诊所用户最喜欢的价值。在线用户最喜欢价格，而兽医诊所药房用户（UW兽医护理和初级保健诊所）报告喜欢沟通和信任。在线用户认为价格更重要，而兽医诊所用户对个性化体验(关怀，解释,兽医推荐)更重要。不管是什么药房,满意度得分高。大多数在线用户认为在线药店对兽医诊所有负面影响；这并没有改变报告的使用情况。
结论：在线和兽医诊所用户优先考虑不同的价值。在线用户优先考虑价格，兽医诊所用户优先考虑个性化体验。在线使用不受感知影响的影响。
结论：对于试图增加收入的兽医诊所，吸引这两个不同的驱动值是至关重要的。提供具有竞争力和透明价格的以实践为导向的在线药房可以吸引在线消费者，同时保持个性化的体验对于消费者内部购买处方仍然很重要。
