NASP 2019-2020 Patient Satisfaction Survey Program White Paper

The National Association of Specialty Pharmacy (NASP), in partnership with the SullivanLuallin Group (SLG), is pleased to share the results of the NASP 2019-2020 Patient Satisfaction Survey Program.

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

A total of 30 NASP corporate members, including six new and 24 returning specialty pharmacies, opted to participate in the 2019-2020 NASP Patient Satisfaction Survey Program. Approximately 142,932 surveys were distributed via mail or email. A total of 22,125 surveys were returned prior to the cutoff date of January 25, 2021. The increase in the number of participants in the 2019/2020 Patient Satisfaction Survey allowed for the introduction of analysis by pharmacy type. Survey participants were associated with one of three categories — Academic Institution, Health System, or Independent Specialty Pharmacy.

The survey is designed to measure key performance metrics 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 Committee for their assistance in the development and review of this white paper. To view the document, please click here. 
The NASP 2021 Patient Satisfaction Survey Program White Paper will be delivered and available no later than August 15, 2022. 

As a reminder, one of the many member benefits offered to NASP corporate members at Nickel level and above is NASP Standard Patient Satisfaction Survey Program participation at no additional charge (a $1,695 value) OR NASP Enhanced Patient Satisfaction Survey Program* participation at NASP member pricing (includes a $1,695 NASP funded credit and additional savings over non-member pricing).

Contact NASP at to participate in the Patient Satisfaction Survey Program.