PHARMACISTS continue to rank among the top three most accessible and frequently used health practitioners in Australia, according to data released today by NAB Health.
The Health Insights Report: Health practitioners through the eyes of patients revealed that 63% of adults visited a pharmacy in the past year – up from 61% in 2024.
In rural areas, 72% of residents visited a pharmacy – higher than any other practitioner group.
Pharmacists lead the way in ease of access among all health professionals, scoring 8.7/10 – a score that has remained fairly consistent over the last few years – and were highly valued for convenience and service.
Almost two-thirds (63%) of people said they felt listened to and included in decisions about their care without being rushed by pharmacists, which was mid-range compared with other health services.
Interestingly, customers in lower income groups reported feeling they were being heard by pharmacists to a greater extent than those on higher incomes.
In terms of accessibility, around 10% of people reported not seeing a pharmacist when they needed to, with the most common reason cited being that they were managing the issue themselves.
By contrast, 17% said they did not see a GP when they needed to, citing unaffordability, inability to book an appointment, self-management and lack of time as the main reasons.
With patients increasingly focused on value for money, they are looking to pharmacies for more than just dispensing – they expect advice, support and expanded health services.
Just over half (54%) of Australians said pharmacy services were more expensive in the past year, though this is lower than for most other health practitioners.
In terms of the patient experience, pharmacies enjoy strong patient loyalty, with only 5% of Australians switching pharmacies in the past two to three years due to their current one not meeting their needs.
Patients value pharmacies that offer clear communication, follow-ups, and a welcoming environment.
Commenting on the report, Paul Halabi, a pharmacy owner from Victoria, said “the insights around patient trust, convenience, and expectations resonated strongly”.
“We see every day how much patients value personal interaction and reliability,” he said.
“The report confirmed that even small, consistent improvements in how we deliver care and support our community can make a meaningful difference to patient satisfaction and long-term loyalty.”
The report is available HERE. KB
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