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Press Releases: National

October 4, 2011

Kaiser Permanente Recognized by J.D. Power and Associates as Highest in Customer Satisfaction among Mail-Order Pharmacies for Third Consecutive Year

OAKLAND, Calif. — For the third consecutive year, Kaiser Permanente’s mail-order pharmacy was ranked highest in customer satisfaction by the J.D. Power and Associates 2011 National Pharmacy StudySM.

Kaiser Permanente Recognized by J.D. Power and Associates as
Highest in Customer Satisfaction among Mail-Order Pharmacies for Third Consecutive Year

The J.D. Power study measures customer satisfaction with pharmacies based on responses from more than 12,300 customers who filled a new prescription or refilled a current prescription in the three months prior to the survey period. The study ranked organizations across five factors: overall experience, prescription ordering process, prescription delivery, customer service, and cost competitiveness.

“This recognition demonstrates the importance we at Kaiser Permanente place on customer service and providing our members with the tools to efficiently manage both their health and the health of their loved ones,” said David Kvancz, vice president, National Pharmacy Programs and Services, for Kaiser Permanente. “Because it is based on direct feedback from customers, we are especially proud of this recognition by J.D. Power. It shows that our mail-order pharmacy is living up to our commitment to provide the highest levels of customer service.”

Kaiser Permanente’s mail-order pharmacy provides its members easy and convenient options to manage their prescriptions. Members have the ability to make orders using the organization’s 24-hour EasyFill refill phone system, calling the mail-order pharmacy, or using its online prescription refill service through My Health Manager on kp.org. Powered by Kaiser Permanente HealthConnect®, one of the most advanced electronic health records in the world, My Health Manager empowers nearly 3.7 million members to engage their care teams and become actively involved in their health care. In 2010 alone, members refilled more than 8 million prescriptions online through My Health Manager.

In February 2011, Kaiser Permanente’s National Pharmacy Programs and Services was also recognized as one of only 40 companies to be named a J.D. Power 2011 Customer Service Champion.

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About Kaiser Permanente
Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America’s leading health care providers and not-for-profit health plans. Founded in 1945, our mission is to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve 8.8 million members in nine states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal physicians, specialists and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the art care delivery and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education and the support of community health. For more information, go to: www.kp.org/newscenter.