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J.D. Power and Associates Reports: Among Pharmacy Customers, Satisfaction is Equally as High for the Privately Insured and for Those With Public-Private Insurance
Date:9/17/2009

WESTLAKE VILLAGE, Calif., Sept. 17 /PRNewswire/ -- While pharmacy customers with prescription drug coverage are more satisfied with their pharmacy experience, customers with public-private(1) plans are just as satisfied as those with wholly private insurance, according to the J.D. Power and Associates 2009 National Pharmacy Study(SM) released today.

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The study finds that pharmacy satisfaction among customers with prescription drug coverage averages 818 on a 1,000-point scale, while satisfaction among those without coverage is only 792. Among mail-order customers 65 years of age or older with private prescription drug coverage, satisfaction with their pharmacy experience averages 844. In comparison, pharmacy satisfaction among mail-order customers in the same age group with Medicare Part D coverage averages about the same.

"Healthcare reform is one of the most visible issues currently being addressed by the nation and its leaders," said Jim Dougherty, executive director of the healthcare practice at J.D. Power and Associates. "The study's mail-order pharmacy segment provides a valuable comparison opportunity for examining customer satisfaction with private and public-private insurance plans. When controlled for education, tenure with the pharmacy, total out-of-pocket costs, type of medication, and mail-order pharmacy brand, the study finds that customers are equally as satisfied with their pharmacy experience whether they are in a publicly funded program, such as the Department of Veterans Affairs pharmacy plan; a public-private program, like Medicare Part D; or a private insurance option."

The study also finds that customers with higher satisfaction scores are finan
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SOURCE J.D. Power and Associates
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