Meijer Pharmacy Appointment Scheduling Software Case Study

Case Study

Profile

Well-known Michigan-based supercenter chain, Meijer, is using the Qudini Appointment Scheduling System to enable its customers to easily book appointments to receive Covid-19 vaccinations through its Meijer Pharmacy business.

Sector
Pharmacy
No. of stores
250
No. of employees
70,000
1.8m
customers have registered for a vaccination through Meijer Pharmacy's booking system.
6,000
residents a day will receive the COVID-19 vaccine.

What our clients say

The challenge

Meijer Pharmacy has played an integral role in the Ford Field program, a collaborative effort between the federal government, the state, the Protect Michigan Commission, Meijer and the Henry Ford Health System, to provide COVID-19 vaccinations to Michigan residents without cost or health insurance.

To power the process, Meijer Pharmacy needed a robust, dynamic and proven appointment scheduling system that could handle its ambitious requirements.

The solution

The Ford Field program started on Wednesday, March 24, and is vaccinating up to 6,000 residents a day across two clinics located at the Detroit Lions stadium, as well as 1,000 shots a day through mobile sites.

Meijer Pharmacy allows residents to easily book appointments to receive COVID-19 vaccinations using the Qudini Booking System. This customer journey is efficient, safe and builds loyalty and trust for the Meijer Pharmacy brand.

  • The Customer Journey:

    • Patients arrive at the online portal.
    • They are asked if they have a disability, work in healthcare (or have family who do), or have any underlying medical illnesses.
    • They are asked to read over the privacy and discrimination policies, and info on what to expect on the day.
    • They are then asked to complete some basic personal details such as name, address, phone number etc.
    • Registered applicants will be notified when their vaccine appointment is scheduled, and can choose a text or phone notification.
    • The messages contain further instructions on getting the appointment scheduled, including if the applicant needs transportation or disability accommodations. (Messages will be sent out four to seven days beforehand.)
    • Patients also have the option to text an SMS code or call a state run phone number for those without internet access.
    • On the day of the appointment, patients arrive at the Ford Field program and enter the gate they’re told to go through in the scheduling email. Staff will conduct a health screening and non-contact temperature checks before they sign-in at the registration desk.

     

Results

Hover over the tile to read quotes from our customers

  • Safer customer journey

    Customers don’t have to join long lines to wait for their vaccination. Instead, they show up right before their appointment time and are directed through to the right waiting area where they are seen efficiently.

  • Increased customer satisfaction

    Customers have a much more pleasant waiting experience, resulting in increased customer satisfaction.

    Brand loyalty and trust

    Customers build a stronger relationship with Meijer Pharmacy, as they have provided a safe, efficient and trustworthy customer journey.

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