The J.D. Power and Associates 2010 National Pharmacy Study found that independent community pharmacies consistently garnered among the highest customer satisfaction scores, surpassing national, publicly traded pharmacy chains and the most common, volume-driven mail order pharmacies.
"Pharmacy customer satisfaction is about the consultation that can make a world of difference in health outcomes and, of course, getting your prescription drugs on a timely basis," said Joseph H. Harmison, PD, NCPA President and pharmacy owner in Arlington, Texas. "Independent community pharmacies rely on a business model of answering questions and offering advice to ensure medication adherence is maximized."
"This survey should encourage all patients and health plan sponsors to give independent community pharmacies another look. We offer superlative customer service and we're competitive on price," Harmison added. "It's also a reminder that policies that deny patients access to independent pharmacies, such as by mandating the use of mail order pharmacies, not only eliminate choice, but also the vital face-to-face interaction with clinically-trained pharmacists."