Pharmacists and clinic receptionists hold thousands of conversations every day that drive both revenue and patient health. NUMU CX makes the quality of those conversations measurable.
A complementary recommendation — vitamins alongside an antibiotic, gastric protection — is offered in fewer than half of cases.
Recommending a prescription-only medicine without a prescription, or promising a cure, puts the chain's licence at risk.
Up to a quarter of calls to a clinic end without a booking — and nobody knows why.
Pharmaceutical advice scored: identifying symptoms, asking clarifying questions, giving accurate recommendations.
You see who offers complementary items and private label, and who simply dispenses what was asked for.
Alerts on risky wording: medical promises, prescription-only medicines without a prescription, supplements presented as medication.
100% of receptionist calls: conversion to a booking, explaining how to prepare for the appointment, rescheduling and confirmation.
The front desk scored: greeting the patient, explaining services and pricing, handling the “too expensive” objection.
Best-practice consultations, personal plans and location rankings — chain standards actually work in every pharmacy.
“We saw that only 40% of our pharmacists made a complementary recommendation. Three months of coaching later it was 78%, and the average basket was up 11%”
Recommendation quality against your standard: whether the pharmacist clarified symptoms, offered the protocol-recommended options, built the basket correctly and stayed inside the rules on what may be advised over the counter.
With the right mechanics, yes: notices, consent handling configured to local law, and masking of names and health details before anything is stored. Health-adjacent data never reaches the database unmasked.
Yes — front-desk and call-center booking lines are scored for answer quality, slot offering and follow-through, which is usually where lost appointments and lost revenue hide.
A mystery shopper sees one staged interaction per quarter; this sees every real one, daily, without the observer effect. Our comparison article covers the numbers side by side.
30-Day Service Audit: we launch on a subset of locations, tune checklists to your standards — and come back with a comprehensive report and insights. How the audit works →