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The Zitter Health Insights survey assesses numerous aspects of patient satisfaction and analyzes responses from more than 10,000 specialty pharmacy patients across all specialty pharmacies every year. By leveraging an external party to aggregate unbiased patient feedback, specialty pharmacies are able to objectively assess how they are perceived by their patients as well as benchmark how they compare to competitor performance in the areas of patient perception, access, and adherence.
PANTHERx Specialty Pharmacy’s Net Promoter Score across all categories was 90 for Q4 2016. This score is the highest across all 38 specialty pharmacies assessed and more than double the average of 43 for Q4 2016 survey which was conducted between October 24, 2016 and December 18, 2016. For Q3 2016, PANTHERx received an NPS of 98 which was the highest score ever achieved by any specialty pharmacy surveyed by Zitter Health Insights over the past 2 years that it has been conducting the survey.
The overall key measure of the survey is the Net Promoter Score (NPS), which is determined by asking patients on a scale of 0 to 10 how likely they would be to recommend a friend or family member to PANTHERx Specialty Pharmacy. Patients responding with a 9 or 10 are considered “promoters” and improve the score, while patients responding with 0 to 6 “detract” from the overall score. 92 percent of patients rated PANTHERx a 9 or 10 during Q4 2016, resulting in an NPS score of 90 – giving PANTHERx Specialty Pharmacy the highest rating among specialty pharmacies for the 2nd consecutive quarter.
All feedback that we receive from these surveys is taken to heart and we find new and exciting ways to enhance our offerings to our patients. The level of detail obtained from the Zitter survey provides unique insights into industry trends and pushes us to continue to Reinventing, Revolutionizing and Redefining the patient journey.