J.D. Power and Associates’ pharmacy study addresses cost, customer service
WESTLAKE VILLAGE, Calif. J.D. Power and Associates’ release of its annual national pharmacy study on Wednesday underscored customers’ sensitivity to cost issues, despite out-of-pocket pharmacy costs virtually remaining unchanged from last year, the global marketing information services company said.
The study, which examined customer satsifaction rates in chain drug stores, mass merchandisers, supermarkets and mail-order pharmacies, found that cost competitiveness accounted for 24% of overall satisfaction among brick-and-mortar customers (versus 10% in 2009) and for 41% among mail-order customers (versus 19% in 2009).
J.D. Power and Associates did point out, however, that customer service did outweigh saving money among respondents.
Based on national average spending by pharmacy customers, a highly satisfied customer may generate $227 in additional prescription revenue each year, J.D. Power and Associates noted.
"Consumers are spending more on healthcare expenses in general due to various employer-implemented changes in insurance coverage. High-performing pharmacies aren’t necessarily those with the lowest prices. Rather, pharmacies that are focused on service garner the highest levels of satisfaction. Customer service still trumps price, even in an environment where cost has become increasingly important," said Jim Dougherty, director of the healthcare practice at J.D. Power and Associates.
The highest-ranked businesses included Good Neighbor Pharmacy (869-out-of-1,000 points) for the chain drug sector, Target pharmacies (848-out-of-1,000 points) for mass, Publix pharmacies (862-out-of-1,000 points) for supermarkets and Kaiser Permanente mail-order pharmacies (854-out-of-1,000 points).
The 2010 U.S. national pharmacy study was based on responses from more than 12,300 customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The study was fielded between May and June.
Dietitian joins local ShopRite stores
KEASBEY, N.J. ShopRite stores in Canton and West Hartford, Conn., are looking to help shoppers make healthier food choices by introducing a registered dietitian, according to a local news report.
Registered dietitian Angela Corcoran will be available, effective immediately, to help shoppers. She will conduct free grocery shopping tours, healthy cooking classes, offer recipe and pantry makeovers, and coordinate other health-and-wellness initiatives and nutritional programs in-store, the report stated.
“Having a dietitian in store is just another way that we go above and beyond to provide value and service to our customers,” store president Chuck Joseph was quoted as saying.
New Health Reform Report website provides ‘real facts, trusted analysis’ about healthcare law
WASHINGTON Newt Gingrich, former House speaker and founder of the Center for Health Transformation, unveiled a new website on Wednesday — HealthReformReport.com — dedicated to providing “real facts, trusted analysis” with news about how the new federal healthcare law impacts individuals, doctors, businesses, hospitals, insurers and others.
“If you want to know what this means for you, this is the site where you can cut through red tape to get the answers,” Gingrich said. “No government jargon. No painful, twisted bureaucratic explanations. Just the facts. Pure and simple.”
HealthReformReport.com will be a compilation of news stories and pieces written by contributors from public policy analysts, think tanks, the medical profession and others who analyze the upcoming policy ramifications of the healthcare law and what it means to individuals, employers, physicians, hospitals and more.
"I imagine anyone who goes to this website will have their eyes wide open,” stated Nancy Desmond, CEO of the Center for Health Transformation, a sponsor of the site. “It should become a trusted source for anyone trying to learn about the healthcare law, just as political junkies go to Politico.com or sports fans go to ESPN’s website.”
Gingrich said there is no single source for information about the new healthcare law. The Health Reform Report will provide a simple timeline of implementation changes for those who want to anticipate a certain tax or policy requirement, for example. To learn more, visit HealthReformReport.com.