OAKLAND, Calif. — For the fourth consecutive year, Kaiser Permanente’s mail-order pharmacy was ranked highest in customer satisfaction by the J.D. Power and Associates 2012 National Pharmacy Study S M.
The J.D. Power study measures customer satisfaction with pharmacies based on responses from more than 12,700 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.
“It is a considerable achievement to uphold a level of excellence in customer service for four years in a row, and it is one that we are especially proud of as it is based on feedback from our customers,” said David Kvancz, vice president, National Pharmacy Programs and Services, Kaiser Permanente. “We are proud of our commitment as an organization to serve our members with quality, affordable care and timely access to health care, and this award is another recognition of our focus on satisfying our customers.”
Kaiser Permanente’s mail-order pharmacy provides its members easy and convenient options to manage their prescriptions. Members even have the ability to refill prescriptions on-the-go from anywhere through the Kaiser Permanente app on a mobile device. The mobile app takes members to the My Health Manager feature on kp.org. Powered by Kaiser Permanente HealthConnect®, one of the most advanced electronic health records in the world, My Health Manager empowers 4 million members to engage their care teams and become actively involved in their health care.
Mail-order refills through My Health Manager continues to grow in popularity. In 2011, members refilled almost 10 million prescriptions online — a 19 percent jump from 2010. Members can always choose to speak to a live person by calling the mail-order pharmacy, or they can place orders using the organization’s 24-hour EasyFill refill phone system.