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Kaiser Permanente Recognized by J.D. Power and Associates as Highest in Customer Satisfaction Among Mail-Order Pharmacies

OAKLAND, Calif., Sept. 23 /PRNewswire/ -- Kaiser Permanente announced today that the organization's mail-in pharmacy benefits ranked highest in customer satisfaction in the J.D. Power and Associates 2009 National Pharmacy Study(SM). The study measured more than a dozen mail-order pharmacies, and participants were asked to evaluate them across five factors: ordering convenience, delivery convenience, medication availability and information, cost competitiveness and customer service. Kaiser Permanente's mail-order pharmacy is supported by the organization's electronic health record, Kaiser Permanente HealthConnect(R), and members' personal health record, My Health Manager at

"We have long known that Kaiser Permanente members appreciate the ease and convenience of ordering and refilling prescriptions via phone and online, and are thrilled to have that recognized by the J.D. Power and Associates study," said Al Carver, vice president, pharmacy strategy & operations at Kaiser Permanente. "Easy access to medication info, online prescription orders and having them delivered at an affordable price supports members' ability to manage their own health and that of their loved ones."

All 8.6 million Kaiser Permanente members have the option to access health care services and get health care information in person, via the phone or online. All members in the outpatient setting are routinely treated using an electronic health record and all have the option to manage their health online such as scheduling appointments and securely e-mailing their doctor. Users also have 24/7 online access to lab test results, eligibility and benefits information, and even their children's immunization records. In April of this year, Kaiser Permanente members in four geographic regions rated the organization's health plans highest in customer satisfaction in the J.D. Power and Associates 2009 National Health Insurance Plan Study(SM). The regions are Colorado, Virginia-Maryland, California and the Northwest. These plans serve more than 85 percent of Kaiser Permanente's members.

Now in its third year, the J.D. Power and Associates National Pharmacy Study measures customer satisfaction with pharmacies in two segments: brick-and-mortar and mail-order. The study gauges each pharmacy on a scale of 1,000 points and, in addition to mail order, includes chain drug stores, supermarkets and mass merchandisers. Kaiser Permanente's ratings included the highest possible marks for overall experience, ordering convenience and delivery convenience, which is five out of five Power Circle Ratings. Notable in the rankings is that the Kaiser Permanente's data was for all members, including non-Medicare enrollees.

About the J.D. Power and Associates 2009 National Pharmacy Study

The 2009 National Pharmacy Study is based on responses from 12,215 customers who filled a new prescription or refilled a prescription during the three months prior to the survey period. The Web-based study was fielded May through June 2009.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on cell phone ratings, car reviews and ratings, car insurance, health insurance and more, please visit J.D. Power and Associates is a business unit of the McGraw-Hill Companies.

About Kaiser Permanente

Kaiser Permanente is shaping the future of health care. We are America's leading health care provider and not-for-profit health plan. Founded in 1945, our mission is to provide high-quality, affordable health care services to improve the health of our members and the communities we serve. We currently serve 8.6 million members in nine states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal physicians, specialists and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the art care delivery and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education and the support of community health. For more information, go to

SOURCE Kaiser Permanente
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