The National Pharmacy Study by J.D. Power and Associates for 2012 revealed Kaiser Permanente is once again the leader when it comes to customer satisfaction. The study measured overall satisfaction of 12,700 customers who responded to the survey in a three month period. The questionnaire asked customers who were having a new prescription or refilling an existing prescription. The companies who took part were ranked according to: cost competitiveness, customer service, overall experience, prescription delivery and prescription ordering process.
The mail-order pharmacy industry has captured 34 percent of the $120 billion dollar growth the market has experienced since 2000. With annual revenue of more than a quarter of a trillion dollars, this is a very lucrative segment for companies offering mail-order pharmacy.
The Kaiser Permanente mail-order pharmacy is part of its My Health Manager platform which integrates health related services 24/7. The program has four million members and they are able to refill prescriptions from anywhere online, by phone or with the company’s app for mobile devices. The company claims its HealthConnect is the most advanced electronic health records system in the world to ensure the security and reliability of its customers. In 2011, there were 10 million prescriptions filled online with My Health Manager a jump of 19 percent from the previous year.
David Kvancz, vice president, National Pharmacy Programs and Services, for Kaiser Permanente said, “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. 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 customer.”
My Health Manager provides all the information about your interaction with the Kaiser Permanente medical group. The platform allows the user to:
- Check the status of appointments
- E-mail doctors and check messages
- Use the health plan manager
- Access the bio of doctors
- View all medical records including x-rays, test results and immunizations
This type of access gives the patient more control with the course of treatment, choosing a doctor and general information previously obtained by a visit to the doctor’s office.
Edited by
Brooke Neuman
