Specialty Pharmacy Service Assessment

Industry: Biopharmaceuticals
Area of Focus: Process & Program Assessment and Improvement
Target: HCPs managing reimbursement & access
Method: Quant telephone interviews

Background: A biotherapeutics company who relies heavily on specialty pharmacy services for distribution and patient support of its leading products needed unbiased performance metrics on a particular specialty pharmacy to aid in quality assessment and contract negotiation.

Business Questions: How satisfied are HCPs with the distribution and support services managed by the specialty pharmacy? Do service levels vary by regional pharmacy branch? What are the key components of service quality for benchmarking and tracking purposes? What can the specialty pharmacy do better to maximize HCP and patient satisfaction?

Approach: Quantitative telephone surveys among prescriber office staff who have direct contact with the specialty pharmacy

Outcome: Study findings were used to create regional pharmacy branch report cards, with key performance metrics and verbatim comments about the branch, which the client utilized in its performance review and contract negotiations with the specialty pharmacy.

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