Our Commitment to Patient Satisfaction
AllianceRx Walgreens Pharmacy is deeply committed to providing excellent patient experiences. We continually measure our performance in several key areas to help ensure we are supporting our patients’ evolving needs.
How We Measure Patient Satisfaction
In partnership with Ipsos, a global market research firm, we conduct a quarterly survey that is designed to measure overall satisfaction for both our home delivery and specialty populations. Within this survey, we focus on four key areas of the patient experience:
• Order process
• Delivery
• Education
• Support
These four areas of patient experience are key drivers of overall patient satisfaction and are areas that we can monitor and impact within our organization.
In addition to general satisfaction with each of these specific areas, we also gain a deeper understanding of each by asking questions on detailed aspects of each process. For example, not only do we ask about overall satisfaction with a patient’s most recent delivery, but we also ask about the accuracy of their order and the timing. All of these critical areas impact our overall satisfaction score.
Functional aspects alone do not prove the strength of customer relationships. Because of this we also include a module to measure the emotional components of the relationship between AllianceRx Walgreens Pharmacy and our patients. The Forces of Customer Experience is a framework grounded in behavioral science enabling us to shape experiences that fulfill customers’ fundamental needs and create long-lasting and valuable relationships.
We also take into consideration our Specialty360 Therapy Teams, which provide our patients with condition-specific personalized care throughout their healthcare journey. We tie our results back to each team so they can assess their results and patient feedback to help them improve care for their specific patient populations.
How We Perform
In 2022, we achieved an overall customer satisfaction rating of 84% for home delivery and 94% for specialty. This means that more than eight out of 10 of our customers are either satisfied or extremely satisfied with the services they receive from us.
Our Specialty360 service team* also achieved strong patient satisfaction results:
• Chronic inflammatory diseases: 96%
• Oncology: 93%
• Neurology: 96%
• Pulmonary: 97%
• Organ: 88%
The Journey to Service Excellence
While we are proud of our patient satisfaction scores, we must also acknowledge the work that went into getting to this point. We continually review our survey and results to find opportunities to better service our patients.
We recently improved our “Hot Alerts” process, which notifies our service delivery team when a patient gives us negative feedback, or requests to be contacted within our survey. Once we receive that information, our service delivery team reaches out to the patient to make a “recovery call.” During this call, they talk through their reasoning for the rating, resolve any outstanding issues, and provide a single point of contact if needed.
For example, we were able to reach out to a patient who gave us a low satisfaction score because he didn’t like the way his eyedrops were packaged by the manufacturer and had trouble following the usage instructions. The service delivery agent who contacted the patient explained that we cannot do anything about the way the eyedrops are packaged but connected the patient with a pharmacist to discuss the problem he was having with regard to the manufacturer’s bottle. The pharmacist was able to provide some useful tips to help the patient better use the product.
Ipsos is committed to being our trusted market research partner in helping identify how we can deliver the best customer experience. The longstanding research program we’ve built together is designed to evolve with our patients’ changing needs and preferences, helping ensure we have a continuous and updated understanding of how we can maintain high levels of patient satisfaction.
Customer Experience Requires Commitment
Great, consistent customer experience is something companies must work hard to achieve each and every day. AllianceRx Walgreens Pharmacy is dedicated to delivering consistent and effective support throughout each patient’s journey and we pride ourselves on delivering high standards of service to further improve patient satisfaction and experience.
* Only Specialty360 categories with more than 30 responses in 2022 are shown.
NOTE: Icee Griffin, manager, patient and provider experience, contributed to this story.
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