Customer Satisfaction

The RWJBarnabas Health Specialty Pharmacy Division partnered with MMIT, a national health care consulting firm, to produce a Patient Survey Program to measure key performance areas affecting patient engagement. By standardizing a performance measurement tool, the intent was to make it easier for payors, manufacturers, patients and pharmacies to adequately understand and benchmark their performance against other organizations. The survey evaluated issues such as:

  • Access
  • Billing
  • Overall Satisfaction
  • Pharmacy / Staff Performance
  • Prescription Fulfillment
  • Willingness to Refer Friends or Family Members

Key performance metrics around patient satisfaction were:

  • Prompt Call Center Interactions
  • Prescription Fulfillment
  • Staff Listening Skills and Empathy
  • Staff Knowledge of Disease and Medication

The analysis compared other large Specialty Pharmacy Providers Net Promoter scores to the RWJBarnabas Health Specialty Pharmacy. A Net Promoter Score (NPS) is a cross-industry standardized index ranging from -100 to 100 that measures a customer’s overall satisfaction with a company’s product or service, as well as a customer’s loyalty to the brand. Determining an NPS allows for a comparison between specialty pharmacy and other service-oriented organizations in a variety of sectors.

RWJBarnabas Health Specialty Pharmacy was named as the nation’s top specialty pharmacy by Managed Market Insight and Technology’s 2023 Patient Choice Awards in the Hospital and Health System Specialty Pharmacy category. The patient choice Awards is a national recognition for the extraordinary work that specialty pharmacies do for their patients. RWJBarnabas Health Specialty Pharmacy is leading by example in demonstrating steadfast dedication to the patient populations they serve. The finalist and winner were celebrated at an awards ceremony at Asembia’s ASX23 Specialty Pharmacy Summit in Las Vegas on May 1, 2023.

Net Promoter Score chart