Zitter Health Insights Announces New Specialty Pharmacy Patient Satisfaction Award; Will Recognize Top Specialty Pharmacies Based on Customer Feedback

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New award will honor specialty pharmacies who rate high in patient satisfaction

This award will recognize specialty pharmacies that are best addressing the unique needs of the growing number of patients whose medications require specialized services and handling.

Zitter Health Insights, in partnership with Specialty Pharmacy Times, has announced a new Specialty Pharmacy Patient Satisfaction Award that will recognize specialty pharmacies for their achievements in customer satisfaction. Winners will be determined based on the quarterly results from Zitter Health Insights’ Specialty Pharmacy Patient Satisfaction Survey compiled throughout 2016. Results will be published in Specialty Pharmacy Times in 2017. Specialty pharmacies provide patients with medications that require special handling or unique patient training, and often treat rare or complex diseases.

“This award will recognize the specialty pharmacies that are best addressing the unique needs of the growing number of patients whose medications require specialized services and handling,” said Jason Rucker, Product Director for Zitter Health Insights. “The needs of these patients are complex, and the medication is often quite costly. Insurers, drug manufacturers, and accrediting agencies recognize that patient satisfaction goes hand in hand with patient adherence, and weighs heavily on the ultimate success of the treatment. In many cases, payers are requiring that specialty pharmacies evaluate patient satisfaction.”

Zitter Health Insights’ Specialty Pharmacy Patient Satisfaction Survey is the first survey tool for the specialty pharmacy industry that provides benchmarked insights on patient perceptions, access, and adherence. Each year Zitter Health Insights surveys 10,000 specialty pharmacy patients across multiple therapeutic areas. The results highlight patients’ biggest concerns and identify emerging trends in satisfaction, with comments and input on all major specialty pharmacies. The survey evaluates multiple service components, including:

  • Patient choice and specialty pharmacy selection
  • Financial assistance and reimbursement services offerings
  • Communication and interaction from multiple patient touch-points
  • First fill/refill experience
  • Customer service and Net Promoter Score
  • Patient switching behavior
  • Unique specialty pharmacy services
  • Home delivery vs. retail pick-up
  • Verbatim patient feedback

The Specialty Pharmacy Patient Satisfaction Award will consider these components and will recognize the pharmacies that best meet or exceed the current standards of pharmacy accrediting organizations. Though Awards will be announced annually, patients are surveyed quarterly, so specialty pharmacies that subscribe to the service will be able to monitor their progress.

“The Zitter Health Insights’ survey offers the specialty pharmacy industry the first consistent and unbiased approach to understanding what drives patient satisfaction and how organizations differ in generating customer satisfaction and loyalty,” said Mike J. Hennessy Jr., president, Intellisphere Oncology and Healthcare Specialty Group, which publishes Specialty Pharmacy Times. “Pharmacies are using it to monitor their service and benchmark themselves against competitors, while manufacturers have begun to incorporate the results into their quarterly business review process. We are pleased to be working with Zitter Health Insights to honor the industry’s top performers.”

The winners of the Specialty Pharmacy Patient Satisfaction Awards will be announced in Specialty Pharmacy Times publications. For more information or to subscribe to the service, contact SP-awards(at)zitter(dot)com.

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Connie Hofmann
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