Kaiser Permanente's Mail-Order Pharmacy Ranked Highest in Customer Satisfaction by J.D. Power for 6th Year in Row

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Oct 21, 2014, 11:00 ET

OAKLAND, Calif., Oct. 21, 2014 /PRNewswire/ -- For the 6^th consecutive year, Kaiser Permanente's mail-order pharmacy was ranked highest in customer satisfaction by the J.D. Power and Associates 2014 U.S. Pharmacy Study^SM_.

The J.D. Power study measures customer pharmacy satisfaction based on responses from nearly 14,000 customers who filled new prescriptions or refilled current prescriptions in the three months prior to the survey. The study ranks organizations in four categories: cost competitiveness, prescription delivery, prescription ordering process and customer service experience.

"We are dedicated to providing our members with high-quality health care that is convenient and affordable," said David Kvancz, vice president, national pharmacy programs and services, Kaiser Permanente. "We value this recognition because our mail-order pharmacy is an important part of the integrated Kaiser Permanente experience that our members know and love. It's just one example of how we help them take care of their health in ways that meet the demands of their busy lifestyles."

Kaiser Permanente's mail-order pharmacy provides its members easy and convenient options to manage their prescriptions. They can refill prescriptions through My Health Manager on kp.org, or on-the-go from anywhere through the Kaiser Permanente mobile app. Powered by Kaiser Permanente HealthConnect®, the largest civilian electronic health record system in the world, My Health Manager and the mobile app empower 4.5 million members to engage with their care teams and become actively involved in their health.

Mail-order refills through My Health Manager and the mobile app continue to grow in popularity. In 2013, members refilled almost 14.8 million prescriptions online – a 25 percent jump from 2012. Members can always choose to speak to a live person by calling the mail-order pharmacy, or they can place orders using the organization's 24-hour EasyFill refill phone system.

About Kaiser Permanente

Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America's leading health care providers and not-for-profit health plans. Founded in 1945, our mission is to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve approximately 9.5 million members in eight states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal physicians, specialists and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the-art care delivery and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education and the support of community health. For more information, go to: kp.org/share.

Contact: Paul Silva
(562) 745-4545

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SOURCE Kaiser Permanente