Diplomat Specialty Pharmacy 2011 Patient Satisfaction Survey Results Affirm Success of Company’s Patient Focused Model Diplomat Achieves a 99% Customer Satisfaction

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Diplomat Specialty Pharmacy, the nation’s largest privately held specialty pharmacy company, revealed the results of its annual patient satisfaction survey today. The survey, conducted by Gartner & Associates LLC in May 2011, reaffirms Diplomat’s industry leading patient satisfaction rates. Key survey findings reflect: • 99% of customer respondents were satisfied overall with Diplomat • 98% indicated that Diplomat meets their expectations • 90% indicated that Diplomat exceeds their expectations

Phil Hagerman, President & CEO, Diplomat Specialty Pharmacy

“Equally important, the survey results reflect positive patient feedback at a time when Diplomat is on a major growth spurt, nearly 50% year over year... however we didn’t sacrifice patient satisfaction for increased revenues."

Diplomat Specialty Pharmacy, the nation’s largest privately held specialty pharmacy company, revealed the results of its annual patient satisfaction survey today. The survey, conducted by Gartner & Associates LLC in May 2011, reaffirms Diplomat’s industry leading patient satisfaction rates.

Key survey findings reflect:

  •     99% of customer respondents were satisfied overall with Diplomat
  •     98% indicated that Diplomat meets their expectations
  •     90% indicated that Diplomat exceeds their expectations

The written survey was mailed May 11, 2011 by Diplomat to a random sample of 1,545 customers, following the same Gartner-developed methodology used in the spring 2010 survey – which also reflected outstanding levels of patient satisfaction. 463 surveys were returned, representing an impressive 30% response rate.

Diplomat Specialty Pharmacy President and CEO Phil Hagerman, R.Ph., says the overwhelmingly positive 2011 survey results affirm the Company’s patient focused model, which remained constant during the Company’s unprecedented growth over the past several years.

“This type of customer-provided data reinforces the importance and value of our Company approach, which includes direct outreach to patients to maintain our high adherence rates and our proprietary eNAV® IT platform,” notes Hagerman.
“Equally important, the survey results reflect positive patient feedback at a time when Diplomat is on a major growth spurt, nearly 50% year over year. On top of that, we moved our entire operation to a new 350,000 square foot facility, however we didn’t sacrifice patient satisfaction for increased revenues, more patients and a larger operation center and that’s tremendously gratifying to all of us at Diplomat.”

The eNAV® system plays a vital role in patient compliance, evidenced by the fact that Diplomat’s specialty patients average better than 90% adherence to their medications, while the national average is 50-70% for chronic medicines.

About Diplomat Specialty Pharmacy
Michigan-based Diplomat Specialty Pharmacy, founded in 1975, is the nation’s largest privately held Specialty Pharmacy and focuses on complete medication management programs for patients with serious and chronic conditions. Key programs include: Oncology, HIV/AIDS, Hepatitis C, Multiple Sclerosis, Rheumatoid Arthritis, Crohn’s, Hemophilia, Growth Hormone and Psoriasis. Other specialty areas include Transplant, Fertility, Dialysis Medication Management, Bio-Identical Hormone Therapy and Specialty Compounding. Locations include: Flint and Grand Rapids, MI; Chicago, IL; Ft. Lauderdale, FL; and San Bernardino, CA. Learn more about Keeping Patients Healthier…Longer® at http://www.diplomatpharmacy.com.

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Dan Roelofs
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