97% satisfaction rate showcases the specialty pharmacy’s dedication to improving the patient experience.
Phoenix, AZ – Avella Specialty Pharmacy announced today the results from its 2015 patient satisfaction survey, revealing an all-time high of 97% satisfaction overall. These results represent the overwhelmingly positive experience that patients have had with the national specialty pharmacy over the previous year. This accomplishment was documented just as Avella celebrates its 20th anniversary—further showcasing its commitment to patient care and outstanding service for two decades.
To collect and report data for its annual patient satisfaction survey, Avella enlisted independent third-party agency SullivanLuallin Group to systematically survey the company’s patients and evaluate its services. The survey was distributed to more than 4,500 of Avella’s patients, and the statistically significant results came back stronger than ever.
More than 96% of patients rated Avella as “excellent” or “very good” in the areas of staff courtesy, staff professionalism, ease of refill, accuracy of prescriptions, medication instructions and overall satisfaction. Avella also received a Net Promoter Score (NPS), or likelihood of recommending our pharmacy to family and friends, of 74.2. By comparison, the pharmacy industry has historically scored an average NPS of 33. NPS is a leading indicator of growth, customer satisfaction and retention. One of the key indicators attributed to this high level of overall satisfaction were Avella’s efforts to secure financial assistance for patients. In fact, Avella has helped secure $31 million in financial assistance to reduce its patients’ out-of-pocket costs, including manufacturer copay cards and support from 501(c)(3) foundations. In addition to improving patient satisfaction, these funds assisted patients in accessing and maintaining adherence to essential therapies.
“The results of our annual patient satisfaction survey illustrate our unwavering commitment to providing the most compassionate, cost-effective care and premier service for our patients,” said Rebecca M. Shanahan, CEO of Avella. “Alongside our efforts to improve health outcomes and better manage costs overall, our patient-first philosophy drives us to ensure the best possible customer experience at every touch point.”
Avella continues to improve the patient experience by providing high-touch support, care and patient education. Avella demonstrates this commitment through its clinical programs, which include medication adherence support. These innovative, technology-driven medication adherence programs have demonstrated evidence-based results in improving patient outcomes.
To learn more, visit www.avella.com/services.
About Avella Specialty Pharmacy
Headquartered in Phoenix, Arizona, Avella Specialty Pharmacy is a National Accredited Specialty Pharmacy, providing individualized care and support to patients since 1996. Avella's clinical pharmacists and staff members are experts in managing complex disease states and providing compassionate care. The company offers a nationwide distribution service to complement its retail locations. Avella reached 2,605th on Inc. Magazine's 2015 list of the 5,000 fastest-growing private companies in the country and was named America’s fastest-growing woman-led company in 2015. In addition, the Arizona Corporate Excellence Awards named Avella Specialty Pharmacy as the second fastest-growing private company based in the state in 2015. For more information, please visit www.avella.com.
About SullivanLuallin Group
SullivanLuallin Group (SLG) provides comprehensive services and programs for patient experience transformation — from assessment tools and surveys, to improvement planning and programs, to ongoing maintenance of success.
With more than 20 years of healthcare experience, SLG has seen the industry evolve, and understands the unique challenges organizations face concerning patient satisfaction, employee engagement and retention, and budget constraints as well as reimbursement. SLG is comprised of senior-level consultants and strategic thinkers that have worked over the years with more than 2,500 healthcare organizations nationwide, including physician groups, hospitals and provider networks. To learn more, visit www.sullivanluallingroup.com.