2008 WilsonRx Pharmacy Market Report

Pharmacy Satisfaction Market Reports include pharmacy customer demographics (age, gender, ethnicity, income, household size, marital status, region, and health status), number of prescriptions filled and refilled by method and pharmacy chain, prices paid for prescriptions, out-of-pocket monthly spending on prescriptions, non-prescription/OTC products, personal care products, and food/grocery items. Consumers rate what is important and how satisfied they were with the issues below:

About the WilsonRx Pharmacy Market Reports

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	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 Market 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.

WilsonRx Pharmacy Market Report by Market

4 census regions
9 census divisions
34 Core based Statistical Areas (CBSA)
29 State-wide Markets

By Population Market Size

Under 100K = 7%
100K-499K = 9%
500K - 2M = 22%
2M+ = 62%

Pharmacy Importance and Satisfaction Attributes*

Overall Pharmacy Store Issues Include...

Overall Pharmacy Services, Comfortable waiting area, feeling safe and secure while shopping, prescriptions in stock when needed, pharmacy protects privacy of my information, pharmacist’s coordination my care with my doctor and other healthcare providers.

Overall Pharmacy Store	Overall Pharmacy Services, Comfortable waiting area, feeling safe and secure while shopping, prescriptions in stock when needed, pharmacy protects privacy of my information, pharmacist’s coordination my care with my doctor and other healthcare providers.
Professional Services	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	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	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	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	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