Patient Survey White Paper for 2018/2019 Patient Satisfaction Survey Program

The National Association of Specialty Pharmacy (NASP) in partnership with the SullivanLuallin Group (SLG) is pleased to share the results of the 2018/2019 Patient Satisfaction Survey Program.

The survey program offers an independent, non-biased industry gold standard performance measurement tool that our specialty pharmacy members can use to continually improve patient engagement, patient care, and to benchmark their performance against other organizations. The goal and function of the survey is simply to improve the quality of patient care and ultimately enhance clinical outcomes.

Sixteen specialty pharmacies participated, and 8,129 survey responses were included in the analysis. The overall response rate was 15.00%. Net promoter scores for specialty pharmacies participating in this survey ranged from 88.34 to 44.74.

The survey measured key performance areas affecting patient engagement including patient access to medication and pharmacist, prescription fulfillment, pharmacy/ staff performance, billing, overall satisfaction and willingness to refer friends or family members, and pertinent demographic information.

A special thank you to the NASP Customer Experience and Clinical Outcomes Committees for their assistance in the development and review of this white paper. To view the document, please click here.

One of the many NEW NASP corporate membership benefits offered in 2020 is NASP Standard Survey Program* participation at no charge (a $1,695 value) OR NASP Enhanced Survey Program* participation at NASP member pricing (includes a $1,695 NASP funded credit and additional savings over non-member pricing).  This benefit is available to NASP Corporate members at the Nickel level and above. To view all NASP benefits, please click here.