7 proven strategies to build a pharmacist-patient relationship

In this article:

• Why pharmacist relationships matter
• Common obstacles
• How to build trust
• What trust looks like
• Make it a team effort
• Overcoming patient reticence
• The bottom line

In this article

• Why pharmacist relationships matter
• Common obstacles
• How to build trust
• What trust looks like
• Make it a team effort
• Overcoming patient reticence
• The bottom line

Pharmacists do a lot more than just count pills behind the counter. They’re important healthcare professionals who can greatly influence how patients take care of their health. Building strong relationships with patients not only helps with medication adherence but also makes work more rewarding for pharmacists.

Creating meaningful relationships doesn’t have to take a lot of time, even for pharmacists with busy schedules. Whether it’s at the counter or over the phone, pharmacists in retail get countless chances to interact with patients.

Why relationships with patients matter

When pharmacists and patients have a good relationship, everyone wins. Patients who trust their pharmacist aren’t afraid to ask questions about their health. Trust can also lead to better medication adherence because people tend to follow advice from someone they actually know and respect.

Patients with positive pharmacy experiences usually come back to the same place. That loyalty lets pharmacists keep tabs on their health and catch problems before they become a bigger concern. In addition, close patient relationships can increase job satisfaction for pharmacists. A happier pharmacist could then mean a healthier patient. 

When patients feel heard and supported, they get involved in their own care. Instead of just picking up a prescription, they become advocates for their own health. 

What gets in the way of building relationships with patients

While building strong relationships with patients can sound great, it’s not always easy. Pharmacies are busy, and that chaos can make it hard to really connect. Sometimes, both pharmacists and patients walk away feeling rushed or even a little disconnected.

Here are some potential reasons why building relationships with patients can be difficult:

• Time constraints and heavy workloads: Pharmacists juggle hundreds of prescriptions and endless phone calls. When there’s a line out the door and the phone’s ringing, it can be hard to find time for real conversations.
• Lack of communication training: Pharmacy schools often focus on the science, not the people part. Without much practice in communication skills, pharmacists might not know how to start those important conversations or work through tricky questions.
• Physical barriers in the pharmacy: Some pharmacy setups can be an obstacle. High counters or glass dividers can make interactions stiff and awkward.
• Patients’ past experiences: Some people just want to get in and out, or maybe they’ve had bad experiences in healthcare before. That makes them less likely to open up or ask questions.
• Language and cultural differences: Communication can be difficult if patients and pharmacists don’t share a common language or cultural background. This can sometimes lead to misunderstandings. 
• Emotional or mental health barriers: Patients experiencing stress or anxiety may be less receptive to building relationships or sharing information.

Still, if pharmacists recognize these hurdles, they can find ways to overcome them and build stronger patient relationships.

7 practical ways to build trust

You don’t need hours to build trust. Small tweaks in how you interact can change a lot. Most pharmacists can find a way to work these habits into their interactions.

1. Say their name and look them in the eye

Use the patient’s name and make eye contact every time. It’s basic, but it helps. For example, a quick glance up can make someone feel seen. It only takes a second, but it tells the person you know they’re more than just a prescription number. That little bit of connection can change the whole energy of the interaction.

2. Ask better questions

Ask questions that aren’t just yes or no. Instead of “Any questions?” try “How’s this medication working out for you?” Open-ended questions show you actually care and can uncover stuff patients might not mention otherwise. You’d be surprised what people will share when you leave space for it. They just need a signal that you’re listening and that it’s okay to speak up.

“Active listening is an important aspect of communicating with patients. It builds trust by showing respect and empathy through open communication.” — Jessica Swirble, Pharm.D.,  community pharmacist and member of SingleCare’s Medical Review Board 

3. Make it personal

Skip the canned lines when you can. Make advice personal. Someone with diabetes needs different information than a person picking up antibiotics for the first time. For example, if you’re helping a patient with diabetes, you might mention how a new medication could affect their blood sugar, while someone picking up antibiotics for the first time might need to hear about finishing the full course.

“Don’t just hand over medications—take a moment to explain why a particular treatment was chosen, what side effects to watch for, and encourage questions. Personalized guidance helps patients feel confident and informed.” — Madeline Remelius, Pharm.D., clinical pharmacist and member of SingleCare’s Medical Review Board

4. Be present

Be fully present, drop what you’re doing, and focus on the person in front of you. That extra attention can change how people feel about the interaction. Even if you’re juggling five other things, a short pause can make an impact. People remember how you made them feel way more than what you said.

5. Make quick notes as needed

Jot down notes about patients. Maybe they travel a lot or worry about side effects. Remembering those details makes future visits smoother and shows you care. It doesn’t have to be complicated, but just enough to jog your memory next time. When patients notice that you remember something small, it tells them they matter.

6. Follow up when you can

A quick “How did that go?” the next time they come in can mean a lot. Bringing up a past concern shows you’re paying attention, although it might have only been a few weeks since you last saw them. A casual “Last time you mentioned headaches. Are those still happening?” can open up the conversation.

7. Remember body language

How you stand, your tone of voice, and your facial expressions can affect interactions. A friendly posture and a calm tone can put people at ease, especially in a fast-paced setting. It can also help patients feel safe asking questions.

“It’s not just what you say, it’s how you say it. Try not to judge or come across as if you are judging. Being kind and approachable makes patients want to open up to you and listen to your advice.” —Karen Berger, Pharm.D., community pharmacist and member of SingleCare’s Medical Review Board

What trust looks like in practice

Most of the time, it’s the small interactions that can add up. A regular patient might mention that their blood pressure has been higher lately. Because they trust you, they feel okay discussing it with you, maybe even before they bring it up to their doctor. That heads-up could have a snowball effect, starting as a simple conversation that leads them to follow up with their provider or take their medication more consistently. 

As another example, a patient might admit they stopped taking a cholesterol drug because of leg cramps. They didn’t tell their healthcare provider, but they did tell you because you’ve always taken time to listen. Their honesty gives you a chance to explain their options or suggest talking to their provider about an alternative. 

Building patient relationships is a team effort

Building solid patient relationships isn’t just on the pharmacist. Everyone in the pharmacy has a part to play. Pharmacy techs often have the first and last word with patients. They greet people and handle pickup. Their attitude and how they talk to people can help shape the whole experience.

Pharmacists might want to reinforce good habits in customer service and patient care by recommending:

• Greeting patients and making eye contact
• Listening to concerns
• Keeping things clear and avoiding medical jargon
• Staying patient
• Respecting privacy
• Following up when needed

Pharmacists should train everyone on basic communication. Quick team meetings can help keep everyone on the same page when it comes to trust and better patient care. When the whole team works together, patients might feel more at ease and valued. That’s the kind of place people want to come back to.

What to do when a patient doesn’t want to interact

Not every patient is going to open up, and that’s okay. Some people just want to get in and get out. Maybe they’re in a hurry or have had bad experiences with the healthcare system. 

The best thing you can do is stay consistent. Greet them, offer help, and let them know you’re there if they need it. While they might brush you off a few times, they’ll remember the effort. Sometimes trust builds slowly, and you might be surprised when a quiet, rushed patient eventually asks for your advice.

Bottom line

Building strong relationships with patients is sometimes overlooked in healthcare. Being intentional with their actions and making small tweaks in their habits can help pharmacists connect.

Even in the busiest retail pharmacies, small gestures like remembering a name and showing genuine interest can go a long way. Patients who feel seen and heard are more likely to follow through on their care. And when the entire pharmacy team works together to be welcoming and supportive, everyone benefits.