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Kaiser Permanente's Mail-Order Pharmacies Ranked Highest in Customer Satisfaction by J.D. Power for 5th Year in a Row

OAKLAND, Calif., Sept. 30, 2013 /PRNewswire/ -- For the fifth consecutive year, Kaiser Permanente's mail-order pharmacy was ranked highest in customer satisfaction by the J.D. Power and Associates 2013 National Pharmacy StudySM.


The J.D. Power study measures customer satisfaction with pharmacies based on responses from more than 13,500 customers who filled a new prescription or refilled a current prescription in the three months prior to the survey period. The study ranked mail-order organizations across four factors: prescription ordering process, prescription delivery, customer service and cost competitiveness.

"We are very gratified to see that our customers have reported such a high level of satisfaction with our service for the fifth year in a row," said David Kvancz, vice president, National Pharmacy Programs and services for Kaiser Permanente. "Serving our customers is at the core of everything we do, and we are proud that our commitment is reflected once again in the results of this survey."

In earning the study's overall award, Kaiser Permanente scored particularly high ratings from customers for the ease of the prescription ordering process, prescription delivery and cost competitiveness as compared to the industry average, and next best performing mail-order pharmacy.

Kaiser Permanente's mail-order pharmacy provides its members easy and convenient options to manage their prescriptions. Members even have the ability to refill prescriptions on-the-go from anywhere through the Kaiser Permanente app on a mobile device. The mobile app takes members to the My Health Manager feature on Powered by Kaiser Permanente HealthConnect®, one of the most advanced electronic health records in the world, My Health Manager empowers more than 4.3 million members to engage their care teams and take charge of their health.

Mail order refills through My Health Manager continue to grow in popularity. In 2012, members refilled almost 11.8 million prescriptions online — a 20 percent jump from 2011. Members can always choose to speak to a live person by calling the mail order pharmacy, or they can place orders using the organization's 24-hour EasyFill refill phone system. 

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit J.D. Power and Associates is a business unit of The McGraw-Hill Companies.

About Kaiser Permanente

Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America's leading health care providers and not-for-profit health plans. Founded in 1945, our mission is to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve more than 9.1 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

Contact Mark Camps, Kaiser Permanente, 510-625-5624

SOURCE Kaiser Permanente
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