Publications

Gastrointestinal (G.I.) Disorder* Patient Satisfaction Report (PDF)

It is no secret that patients—including health plan members and pharmacy customers—represent diverse groups of individuals. Patients can be young, old, or middle-aged. They can be relatively healthy or experience a range of health problems. Some of these medical problems may be more severe than others and, therefore, require different levels of treatment and management, depending on individual physician and patient preferences. In short, each patient has different medical needs and different expectations regarding the levels of care and service he or she receives from a physician, health plan, PBM, or community pharmacist. These differences can exist even among patients with the same disease state, or among those with similar demographic profiles.

WilsonRx® conducted a follow-up survey to focus in specifically on this subset of G.I. disorder patient households to determine patient satisfaction with G.I. disorder treatment and to profile health plan, PBM, pharmacy, and product influence on patient satisfaction levels.

*Heartburn/Ulcers/Reflux Disease/Upper G.I./GERD

2007 Boehringer Ingelheim Pharmacy Satisfaction Digest

Partners In Customer Satisfaction
At Boehringer Ingelheim Pharmaceuticals, Inc., we believe our customers gain value through our innovation. Like our business, your company’s success depends primarily on the satisfaction and well-being of your customers.

Businesses that identify and understand the shared goals and objectives of their customers will continue to be successful. By working together to understand patient trends, concerns and changing needs, we will be better able to identify opportunities to increase customer satisfaction.

Sharing Our Goals
We view Wilson Health Information, LLC, as our partner, sharing our goal of understanding your business and improving the lives of your patients. The Boehringer Ingelheim Pharmaceuticals, Inc., 2007 Pharmacy Satisfaction Digest and the new Web site www.PharmacySatisfaction.com is one example of this commitment.

Our hope is that this Digest and www.PharmacySatisfaction.com will aid your business by identifying emerging consumer trends and provide customer insight with regard to the primary factors affecting customer satisfaction and loyalty. By working together, we can gain greater understanding that will bring about true value through innovation to help.

Robert Belknap, Executive Director
Trade Relations

2006 Boehringer Ingelheim Pharmacy Satisfaction Digest

The [attached] 2006 Digest illustrates and analyzes more than 50 pertinent importance and satisfaction issues by pharmacy store-type used, including convenience, pricing/insurance, store services, preventive services, pharmacy issues, professional services, Web site issues and medical treatments, among other relevant measures. Perhaps most importantly, research suggests that pharmacies poorly rated in customer satisfaction may lose more than half a million dollars in revenue each year due to customer defections, compared to highly rated pharmacies. Furthermore, highly satisfied customers are significantly more loyal and likely to return to fill prescriptions than those who are merely satisfied.

The goal of this Digest is to assist you in identifying critical areas in your operations that will guide you to improving customer satisfaction in order to increase your revenue and your financial health. We welcome your feedback and comments and look forward to hearing back from you on how the Digest is able to help you improve your business operation. Customer satisfaction is the key to your business success.

Jim Wilson, R.Ph., MBA

2006 Eisai Senior Health Digest, Managed Care Edition

This unique Senior Health Digest, provided to you with the compliments of Eisai Inc. is filled with information that has been culled from hundreds of pages of data to focus on those findings that provide senior-specific information – designed to help you respond to the specialized needs and concerns of this large and rapidly growing population.

Besides seniors’ concerns and issues being different from those of younger health plan members, you will see that seniors themselves differ from seniors year to year – particularly as they age. As baby boomers move into retirement, their heightened expectations will result in a more active, more empowered, more involved participant in their own healthcare decision-making, combined with the power of more wealth.

One enlightening survey finding involves the particularly high value that senior members place on their doctor and their pharmacist as sources of general healthcare information. Not unexpectedly, this translates into reliance on these providers as one of the main sources for information about medications. Despite this fact, many health plans often forsake providing providers with tools and resources designed to enhance interpersonal communication in this regard, choosing instead to invest heavily in technologies such as Internet tools and call centers – resources not heavily favored or used by seniors. These findings may have you rethinking that assessment yourself.

2006 Eisai Senior Health Digest – Pharmacy Edition (PDF)

“Welcome to the second volume of our innovative Eisai Senior Health Digest series—the Pharmacy Edition!

This nationwide survey covers results from more than 6,000 senior respondents, collectively and divided into four ascending age groups, who were asked to identify their own perceptions of their pharmacy(ies), health insurance, pharmacy benefits, discount card offers, and related medical treatments.

We are extremely pleased to offer this resource as a means of providing a clearer view of those pharmacy issues most important to seniors. The Eisai Senior Health Digest demonstrates Eisai’s commitment to senior care and serves as a resource to help direct your team toward initiatives that can best improve health outcomes. This is of course our common goal as patients and their families are the most important participants in the health care process.”

– Michael J. Motto
Senior Director, Managed Markets Group
Eisai Inc.

10 Steps to Customer Satisfaction

“Our Commitment to Pharmacy:

Boehringer Ingelheim Pharmaceuticals, Inc. values our continued partnership with the pharmacy profession and our shared commitment to patient care and satisfaction. We are proud to sponsor this report and appreciate the opportunity to understand and share the challenges and trends in retail pharmacy today.

The information compiled for this supplement report stems from three initiatives sponsored by Boehringer Ingelheim Pharmaceuticals, Inc.:

1. the 2006 Pharmacy Satisfaction Digest, which provides a national representative sample of customer satisfaction on more than 300 topics surveyed by Wilson Health Information
2. a Drug Store News online nationwide survey of pharmacists
3. an advisory panel of retail pharmacists moderated by Drug Store News

Like our business, your company’s success depends primarily on the satisfaction and well-being of your customers. We hope that these “10 Steps to Customer Satisfaction” will prove a valuable resource for improving your everyday operation, the health of your business and the overall wellness of our patients.”

– Robert Belknap
Executive Director
Trade Sales & Operations

2006 APhA Pharmacy Satisfaction Presentation

In any business, understanding your customer—his or her behaviors and measures of satisfaction—are critical to develop and maintain customer loyalty. This is no less true in pharmacy. This session will present results from the Boehringer Ingelheim Pharmacy Satisfaction Digest 2005 derived from the WilsonRx® Survey Reports, which surveyed over 29,000 households and identified customers' perception of their pharmacy and level of satisfaction on more than 40 pharmacy-related issues. Importance ratings and satisfaction with health insurance and PBM-related issues and treatment satisfaction for up to 40 conditions also will be presented.

2005 Boehringer Ingelheim Pharmacy Satisfaction Digest

“The Digest keeps us in touch with the needs of the [pharmacy] customer.”

– Susan Heffner, Associate Director, Information Management, Healthcare Distribution Management Association

“We have used the report as a vehicle during corporate and pharmacist meetings to allow Kerr associates to become aware of trends in the marketplace.”

– Mark Gregory, VP Pharmacy and Government Relations, Kerr Drug, Inc.

2004 Boehringer Ingelheim Pharmacy Satisfaction Digest

“The Digest will help in determining our weaknesses and help in improving our service and customer satisfaction.”

– Laxmikant Patel, Director of Pharmacy, Duane Reade

“The Digest is an excellent compilation of facts, trends and measurements that should cause me to think through the focus we are taking with our pharmacy operations.”

– John Fegan, VP Pharmacy, Stop and Shop

2002 Ortho Biotech Retail Pharmacy Digest

Published for the past four years, this annual publication has become the leading source of pharmacy customer satisfaction information. Based upon the responses from more than 20,000 households throughout the United States, the report compares and contrasts how consumers perceived their pharmacy, pharmacy benefits, health insurance and medical treatments.

“…the fourth edition of the Ortho Biotech Pharmacy Digest. The Ortho Biotech 2002 Retail Pharmacy Digest continues to track trends in the delivery of pharmacy services and provides ongoing assessment of the drivers and predictors of customer satisfaction.

The pharmacist remains one of the most trusted partners in the delivery of healthcare to Americans. Increasingly, it is the role of pharmacy to provide patient counseling on the plethora of pharmacologic agents, nutriceuticals, and herbal supplements available to consumers. The increasing importance of cognitive clinical services is underscored in this year’s edition…”

— John B. Dempsey, Senior Director of Trade Relations, Ortho Biotech

2002 Novo Nordisk Diabetes Treatment Satisfaction Report (PDF)

“In the very competitive environment of chain pharmacy, you can't take your eye off your customers or your competitors for even a minute. The Novo Nordisk report on diabetes produced by Wilson & associates has shown to be the perfect reference for accounts trying to better meet customer needs as well as getting an edge on their competitors. It's real input, from real customers, presented in a clear and concise format.

The Novo Nordisk diabetes report is a real world look at opinions and perceptions about diabetes care and retail pharmacy. It is clear that there remains a disconnect between what patients and family members want and what the sector is delivering. The information contained in the report can act as a roadmap for delivering better diabetes care through the retail pharmacy sector.

If a retail pharmacy operation wishes to be “customer focused,” then this is the report for them.”

— Patrick Quinn, Senior Director of Trade, Novo Nordisk Pharmaceuticals

2001 Ortho Biotech Retail Pharmacy Digest

“We’ve given the 2001 Retail Pharmacy Digest the subtitle ‘Accessing Customer Satisfaction.’ The new data reveal expectations, preferences, and insights because we are convinced that such knowledge will empower the pharmacy community to meet today’s challenges. We are confident that the results of this year’s survey [from Wilson Health Information] will provide a better understanding of how to satisfy patient expectations. This information will be important in the development of your business plan and in identifying strategies for customer retention and future growth. Ortho Biotech is proud to present the 2001 Retail Pharmacy Digest.”

— John B. Dempsey, Senior Director of Trade Relations, Ortho Biotech