Customer Satisfaction

The RWJBarnabas Health-owned Qualitas Specialty Pharmacy Division partnered with Zitter Health Insights, 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 Qualitas Specialty Pharmacy Division. 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.

In 2019 RWJBarnabas Health Qualitas Specialty Pharmacy Division achieved the highest NPS among Hospital and Health system-based specialty pharmacies in the United States according to Zitter Health Insights.

Net Promoter Score chart