September 29, 2010
J.D. Power and Associates Once Again Ranks Kaiser Permanente Highest in Customer Satisfaction Among Mail-Order Pharmacies
OAKLAND Calif. — For the second year in a row, Kaiser Permanente’s mail-in pharmacy benefits were ranked highest in customer satisfaction by J.D. Power and Associates. The rankings are part of the annual J.D. Power’s National Pharmacy Study.SM
The 2010 National Pharmacy Study was based on responses from more than 12,300 customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The study was fielded between May and June. The study examined customer satsifaction rates in chain drug stores, mass merchandisers, supermarkets and mail-order pharmacies.
Along with Kaiser Permanente mail-order pharmacies, which scored 854 out of 1,000 possible points, other highest-ranked businesses included Good Neighbor Pharmacy (869 points) for the chain drug sector; and Target pharmacies (848 points) for mass merchandisers.
Kaiser Permanente’s mail-order pharmacy is supported by the organization’s electronic health record, Kaiser Permanente HealthConnect®, and members’ personal health record, My Health Manager at kp.org.