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Independent Community Pharmacies Earn High Customer Satisfaction Scores in Latest J.D. Power and Associates National Pharmacy Study
Date:9/21/2010

or the three largest mail order pharmacies run by pharmacy benefit managers, Express Scripts, Inc. (830), Medco Health Solutions, Inc. (804) and CVS Caremark (790).

In describing its methodology to Drug Topics, J.D. Power and Associates' Jim Dougherty, director of healthcare practice, described a difference as small as 8-14 points in the annual survey as statistically significant.

Other notes of interests in the J.D. Power and Associates survey include:

  • CVS Caremark received below-segment averages in customer satisfaction for both its retail and mail order pharmacies. Meanwhile, the company continues to aggressively promote its ironically-named Maintenance Choice program, in which many customers of independent community pharmacies are being steered to CVS Caremark's retail and mail order pharmacies against their will. Allegations of anti-competitive and anti-consumer activities have prompted investigations of the company by the Federal Trade Commission and 24 state Attorneys General.  
  • Wal-Mart (769) scored the lowest among mass merchandisers and well-below the mass merchant segment industry average (794), indicating that its multi-year pharmacy campaigns have not generated much goodwill among consumers.  

The National Community Pharmacists Association (NCPA®) represents America's community pharmacists, including the owners of more than 22,700 independent community pharmacies, pharmacy franchises, and chains. Together they represent an $88 billion health-care marketplace, employ over 65,000 pharmacists, and dispense over 40% of all retail prescriptions. To learn more go to www.ncpanet.org or read NCPA's blog, The Dose, at http://ncpanet.wordpress.com.'/>"/>

SOURCE National Community Pharmacists Association
Copyright©2010 PR Newswire.
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