The new responsibilities of community pharmacists are profoundly transforming their daily practice. Beyond their regulatory or economic implications, these changes are reshaping the relationship with patients and redefining the role of the pharmacy within the continuum of care. This session offers a practical perspective on how these new responsibilities can become powerful tools for building patient loyalty, provided they are integrated into a coherent approach that is clear to the patient and shared by the pharmacy team. Through concrete examples, we will analyze what works, the obstacles encountered, and the conditions necessary to transform a one-time interaction into a lasting relationship with patients.

• Understanding how new pharmacy roles are transforming the patient relationship and the image of the pharmacy
• Identify concrete strategies for making a medical visit a sustainable anchor point in the care continuum
• Distinguish between the factors that promote patient retention and those that limit the impact of new initiatives
• Understand the key role that pharmacy operations and the team play in the success of these initiatives
• Leave with practical ideas for incorporating these new initiatives into a comprehensive customer retention and engagement strategy