Pharmacy Benefit Manager (PBM) Satisfaction Report
The WilsonRx® PBM Satisfaction Report provides valuable competitive and market intelligence insights into Pharmacy Benefit issues for members. The report helps you to determine PBM attributes that are most important, member satisfaction with each issue as well as their overall satisfaction, reenrollment and recommendation intentions. Report includes PBM member demographics, number of prescriptions filled and refilled by method, prices paid for prescriptions, out-of-pocket monthly spending on prescriptions, non-prescription/OTC products, and more. PBMs covered in the Report include (by size based upon numbers of respondents):
Tier #1 PBMs (250+) |
Tier #2 PBMs (101-249) | Tier #3 PBMs (40-100) |
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About the WilsonRx® Survey
Objective: |
Identify & measure respondent’s perceptions of their pharmacy, health insurance, pharmacy benefit, Medicare Part D plan, and medical treatments. |
Date |
January – February 2008 |
Description |
A self-administered 8-page written, alternating format questionnaire mailed to 71,015 households. Satisfaction scores on a four point scale from highly dissatisfied to highly satisfied. |
300+ Topics |
Satisfaction & Importance measures by Store Type, Chain, Health Plan, PBM, Medicare Part D plan, and Satisfaction with Medical Treatment for 50+ conditions. |
Sample |
34,454 qualified respondents from national panel of 71,015 households (48.5% response rate); 25,108 with PBM coverage. |
Geographic Coverage (excludes AK & HI) |
Nationally Representative Sample with coverage by Census Region/Division, 32 PDP markets, State and additional coverage in the following Core Based Statistical Areas (CBSAs): Atlanta, Baltimore, Boston, Chicago, Cleveland, Dallas, Los Angeles, NYC Market, Pittsburgh, San Francisco, Seattle, Washington DC, Miami, Detroit, Philadelphia, Phoenix, Houston, Twin Cities, Denver, Kansas City, Charlotte, Cincinnati, Portland, St. Louis, Las Vegas, Buffalo, Columbus, Indianapolis, Milwaukee, Nashville, Orlando, San Diego, CT-NY NJ-NY Metro Markets. |
PBM Survey Importance and Satisfaction Report Topics Include*:
- Name of Pharmacy Benefit Manager – PBM plan (PBM)
- Overall Satisfaction, Reenrollment intentions & Likelihood of Recommending plan to a friend or relative.
- Changes to PBM plan in past year, month of change and sources of information used to help make decision.
- Member Demographics & Utilization
- 29 Importance and Satisfaction measures
Overall Medication Cost and Availability* Include...
- Ability to get the prescribed medication you expected
- Annual increase in premiums/costs*
- Availability of participating pharmacies
- Out-of-pocket costs for prescription drugs
- Overall ease and ability of getting prescriptions filled and refilled
Overall Medication Coverage* Include...
- Brand name medication coverage
- Generic prescription coverage
- Non-prescription/OTC medication coverage
- Retail pharmacy prescription coverage
- Mail Order/home delivery prescription coverage
Overall Delivery of Pharmacy Benefit Service* Include...
- Ability of PBM representatives to answer questions and solve problems
- Courteous and helpfulness of PBM plan representatives*
- Ease and timeliness of being able to speak to a PBM representative*
- PBM representatives understand my condition & medication needs*
- Easy to understand benefit and coverage information
- Information provided to me about condition/illness
- Information provided to me about medication(s)
- Ease and ability to access prescription records and order refills*
- Notification of changes to plan and drug coverage
- Resolution of denied drug claims/appeals*
- Timeliness of receiving plan materials (i.e., drug card, brochures)
Overall Quality of Care* Include...
- Adequately covers my treatment needs*
- Coordination of care between the plan, pharmacy and my doctor
- PBM provides personal care for my needs*
- Trust and reliability of company*
Overall Pharmacy Benefit Manager (PBM) Satisfaction
- Intent to Re-enroll in PBM
- Intent to Recommend PBM to a friend or relative
- Overall PBM Satisfaction Index = Calculated score of 29 satisfaction measures weighted by importance.
Member Demographics Include...
- Age
- Gender
- Ethnicity
- Income
- Employment Status/Industry
- Geographic location – Region, Division, State, CBSA, Market
- Home Ownership
- Marital Status
- Household Size
- Household description/life stage
- Computer Use/Ownership
- Internet Service Provider (ISP)
- Computer operating system
- Long Distance Carrier
- Credit Card usage
- And much more…
*new for 2008
2 Jun 2008
Wilson Health Information names MemberHealth’s Community CCRxSM #1 Medicare Part D Plan for second year in a row and awards Prescription Solutions, RegenceRx and Rite Aid Health Solutions highest honors in the 2008 WilsonRx® Pharmacy Benefit Manager (PBM) Member Satisfaction Survey™.
2 Jun 2008
Wilson Health Information finds Health Mart #1 in pharmacy customer satisfaction nationally.
14 May 2008
Wilson Health Information finds that most pharmacy customers are offered counseling services from their pharmacist and finds that Aurora and Fry’s pharmacists outperform in this initiative.
30 Apr 2008
Wilson Health Information finds Independent pharmacies highest rated in customer satisfaction.
21 Apr 2008
Local Team Completes Organ Donor Awareness DASH
21 Jan 2008
Wilson Health Information reports Diabetes households fill over 50% more prescriptions than household average – Treatment Satisfaction shows steady decline.