Pharmacy Satisfaction by Chain Report
How do consumers perceive the pharmacy where they have their prescriptions filled or refilled?
Each Chain Pharmacy Satisfaction Report includes pharmacy customer demographics, number of prescriptions filled and refilled by method, preferred methods of filling and refilling prescriptions, prices paid for prescriptions, out-of-pocket monthly spending on prescriptions, non-prescription/OTC products, personal care products and food/grocery items, and many extras for the following types of pharmacies used most often. Reports can be run by store type or customized to include up to twenty pharmacies, pharmacy nets or market comparisons.
Chain Drug Stores Include:
Food Store Pharmacies Include:
Mass Merchant Pharmacies Include:
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Mail/Online Pharmacies Include:
Independent Pharmacy Cooperatives & Franchises Include:
Clinic and Other Pharmacies Include:
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About the WilsonRx® Survey
Objective |
Identify & measure respondents perceptions of their pharmacy, health insurance, pharmacy benefit, Medicare Part D plan, and medical treatments. |
Date |
January – February 2008 |
Description |
Self administered 8 page written, alternating format questionnaire. Satisfaction scores on a scale of 1 (highly dissatisfied) to 4 (highly satisfied). |
300+ Topics |
Satisfaction & Importance measures by Pharmacy, Store Type, Chain, Health Insurance Carrier/Plan, PBM, Medicare Part D and Satisfaction with Medical Treatment for 50+ conditions. |
Sample |
34,454 respondents to a survey mailed to 71,015 primary U.S. household healthcare shoppers or decision makers. |
Geographic Coverage |
Nationally Representative Sample with coverage by Census Region/Division, PDP, State and additional coverage in the following CBSA markets: 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. |
Pharmacy Chains Used Most Often – All Types – Among Respondents Who Filled Prescription(s) in Past 12 Months
CVS/Caremark Walgreens is the most commonly used pharmacy overall (16.0%), surpassing Walgreens (12.1%) last year’s market leader, Wal-Mart is again number three (7.6% versus 6.7% in 2007), Rite Aid/Brooks/Eckerd (6.0%), Medco (5.6%), and Kaiser Clinics (3.6%). This means that the top six pharmacies represent slightly more than 50% of household share of the stores used most often.
Pharmacy Importance and Satisfaction Attributes*
Overall Pharmacy Store issues |
Overall Pharmacy Services, Comfortable waiting area, feeling safe and secure while shopping, prescriptions in stock when needed, pharmacy protects privacy, pharmacists coordination my care with my doctor and other healthcare providers. |
Professional Services issues: |
Overall Professional Services, Ability to get information about medications/avoid side effects, speak to a pharmacist with questions and concerns, clear instructions about medications, getting right medication, availability of pharmacists for advice, pharmacists are friendly/courteous, pharmacists give advice on non-Rx/herbal products, info on health conditions, pharmacists give clear instructions about medications, pharmacy will special order products I need, Pharmacy provides personalized care, pharmacy technicians are courteous and helpful, prescriptions are filled accurately and without errors, prescriptions are clearly labeled, store employees are courteous and helpful. |
Overall Preventive Services |
Blood pressure testing, flu shots, etc. |
Pricing/Insurance issues |
Overall pricing and insurance, Non-prescription/OTC drug prices*, Pharmacy matches prescription prices from other pharmacies, Pharmacy offers $4.00 (or less) generic prescription drugs, Pharmacy offers 90-day refills at the retail pharmacy location*, Pharmacy offers antibiotic prescriptions at no charge, Pharmacy accepts my insurance card with no problem, Pharmacy helps with insurance problems, Prescription drug prices, and Prices for non-pharmacy products I purchase. |
Convenience issues |
Ability to call ahead for Prescriptions, easily view/retrieve Rx records, fill prescriptions at any store in chain, after hours pick up, convenient store hours, drive-thru window, convenient location in store, Refill reminders, wait times to pickup and drop off prescriptions. |
Pharmacy Services (usage and satisfaction): |
In Pharmacy Medical Clinic, IVR for refills, 24hr Customer Service, Prescriptions Flavoring, Prescription Compounding, MTM Counseling, Prescription Kiosks, Home Delivery of Prescriptions, Diabetes Counseling and Training, Immunizations, COPD Counseling and treatment, Blood Pressure Testing. |
Pharmacy issues |
Pharmacist counseling/patient literature, information sources and levels of trust, time to fill/refill prescriptions, methods of filling & refilling prescriptions, compliance/persistency, overall satisfaction, return intentions, recommendation intentions and change versus previous year. |
Web Site issues |
Web site has useful drug/health information, order refills and manage prescriptions online, easy to use and helps save money on prescriptions. |
Pharmacy Customer 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.