J.D. Power pharmacy rankings take downturn on negative Rx price perception
COSTA MESA, Calif. — The U.S. pharmacy industry, perennially one of the highest-scoring industries measured by J.D. Power, experienced notable declines in overall customer satisfaction this year, the research firm reported Tuesday. According to the J.D. Power 2017 U.S. Pharmacy Study, decreases in satisfaction with both brick-and-mortar and mail order pharmacies were driven primarily by declines in satisfaction with cost.
“Pharmacies have historically earned very high marks for customer satisfaction, so any significant year-over-year decline is cause for closer investigation,” stated Rick Johnson, director of the Healthcare Practice at J.D. Power. “Consumer concerns about rising drug prices have likely affected perceptions of the cost for their retail prescriptions. The decrease in satisfaction with cost is the primary drag on overall customer satisfaction, creating a serious challenge for retailers.”
Decreases in satisfaction with brick-and-mortar pharmacies were driven by year-over-year declines in satisfaction with cost, which fell 27 index points to 789 (on a 1,000-point scale), and the in-store experience, a 14-point drop to 851. Decreases in satisfaction with mail order pharmacies were driven by declines in satisfaction with cost (minus 49 to 787) and the prescription ordering process (minus 15 to 877).
This year’s study measured drug adherence levels across the different pharmacy channels for the first time, and found that 79% of customers who filled prescriptions through a brick-and-mortar pharmacy reported they always were adherent to their medications. This compares with 84% among mail order customers and 74% among specialty pharmacy customers. Customers who discussed a prescription with a pharmacist in a brick-and-mortar pharmacy at the time of pick-up had the highest overall levels of adherence.
Among all channels studied, supermarkets had the highest levels of overall customer satisfaction (859), followed by mail order (853); hospital or clinic (851); chain drug stores (849); specialty pharmacy (842); and mass merchandisers (839).
AmerisourceBergen's Good Neighbor Pharmacy ranked highest overall among brick-and-mortar chain drug stores with a score of 889. McKesson's Health Mart (886) ranked second and Cardinal Health's The Medicine Shoppe Pharmacy ranked third (879).
Sam’s Club ranked highestoverall among brick-and-mortar mass merchandisers with a score of 874. Fred’s (873) ranked second and Costco (875) ranked third. While CVS Pharmacy at Target placed fifth this year, it had the largest increase in satisfaction of any pharmacy from 2016 (+20).
Brookshire Grocery ranked highest overall among brick-and-mortar supermarkets with a score of 894. H-E-B (893) ranked second and BI-LO (891) ranked third.
Walgreens Specialty Pharmacy ranked highest among specialty pharmacies with a score of 853. BriovaRx (851) ranked second and CVS Specialty/CVS Caremark (840) ranked third.
All but one Houston-area RediClinics have reopened following Harvey’s exit
HOUSTON — As of Saturday, RediClinic has reopened 21 of its 22 clinics in Houston and the surrounding area. The clinics are operating on a modified schedule from 9 a.m-6 p.m.
“Over the past several days, Houston witnessed the strength of its people – it’s remarkable how our community has come together to respond to the devastation Harvey inflicted on Houston and the surrounding area,” stated Danielle Barrera, RediClinic’s chief operating and marketing officer. “Our incredibly dedicated associates are no exception. We’re extremely proud of their commitment and grateful for the collective strength of our community.”
RediClinic’s Kingwood location is currently closed due to flooding. Patients in this area should visit the nearby Atascocita clinic until further notice. All Austin and San Antonio RediClinic locations are open.
The Rite Aid Foundation donated $100,000 to the American Red Cross to help the victims, families and communities affected by Hurricane Harvey. As a wholly owned subsidiary of the Rite Aid, RediClinic is proud to participate in relief efforts. Additionally, RediClinic is in discussions with local agencies to aid in Houston’s recovery from Hurricane Harvey and is also working to provide disaster relief support to RediClinic associates impacted by the storm.
“As a Houston-based company, we have experienced first-hand the depth of devastation Harvey has caused,” said Web Golinkin, CEO of RediClinic. “RediClinic is grateful to all in our community, including our clinicians. We’re ready to do whatever we can to help Houston heal, and we are committed to its full recovery.”
Gilead to acquire Kite Pharma
FOSTER CITY and SANTA MONICA, Calif. — In a deal estimated at roughly $11.9 billion, Gilead Sciences will be acquiring leading cell therapy company Kite Pharma for $180 per share, the companies announced last week. Among the potential treatments Gilead will acquire is Kite’s most advanced therapy candidate, axicaabtagene ciloleucel (axi-cel), a cancer-fighting therapy expected to be the first to market to treat refractory aggressive non-Hodgkin lymphoma, with a decision date of Nov. 29.
“The acquisition of Kite establishes Gilead as a leader in cellular therapy and provides a foundation from which to drive continued innovation for people with advanced cancers,” Gilead president and CEO John Milligan said. “The field of cell therapy has advanced very quickly, to the point where the science and technology have opened a clear path toward a potential cure for patients. We are greatly impressed with the Kite team and what they have accomplished, and share their belief that cell therapy will be the cornerstone of treating cancer. Our similar cultures and histories of driving rapid innovation in order to bring more effective and safer products to as many patients as possible make this an excellent strategic fit.”
Kite’s research and development and commercialization operations will remain based in Santa Monica, Calif., and its manufacturing will remain in El Segundo, Calif., Gilead said.
“From the release of our pivotal data for axi-cel, to our potential approval by the FDA, this is a year of milestones. Each and every accomplishment is a reflection of the talent that is unique to Kite,” Kite chairman, president and CEO Arie Belldegrun said. “We are excited that Gilead, one of the most innovative companies in the industry, recognized this value and shares our passion for developing cutting-edge and potentially curative therapies for patients.”