Flint-based Diplomat Specialty Pharmacy, the nation’s largest privately held specialty pharmacy company, said a new annual patient satisfaction survey showed 99 percent overall customer satisfaction.
The survey, conducted by Gartner & Associates LLC in May, also showed that 98 percent of respondents said Diplomat meets their expectations and 90 percent indicated that Diplomat exceeds their expectations.
The written survey was mailed May 11 by Diplomat to a random sample of 1,545 customers, following the same Gartner-developed methodology used in the spring 2010 survey, which also reflected outstanding levels of patient satisfaction. Diplomat said 463 surveys were returned, a 30 percent response rate.
Diplomat Specialty Pharmacy President and CEO Phil Hagerman said the overwhelmingly positive 2011 survey results affirm the Company’s patient focused model, which remained constant during the Company’s unprecedented growth over the past several years.
“This type of customer-provided data reinforces the importance and value of our company approach, which includes direct outreach to patients to maintain our high adherence rates and our proprietary eNav IT platform,” Hagerman said. “Equally important, the survey results reflect positive patient feedback at a time when Diplomat is on a major growth spurt, nearly 50% year over year. On top of that, we moved our entire operation to a new 350,000 square foot facility, however we didn’t sacrifice patient satisfaction for increased revenues, more patients and a larger operation center and that’s tremendously gratifying to all of us at Diplomat.”
The eNav system plays a vital role in patient compliance, evidenced by the fact that Diplomat’s specialty patients average better than 90 percent adherence to their medications, while the national average is 50 to 70 percent for chronic medicines.
Diplomat Specialty Pharmacy, founded in 1975, focuses on complete medication management programs for patients with serious and chronic conditions. Key programs include oncology, HIV/AIDS, hepatitis C, multiple sclerosis, rheumatoid arthritis, Crohn’s disease, hemophilia, growth hormone and psoriasis. Other specialty areas include transplant, fertility, dialysis medication management, bio-identical hormone therapy and specialty compounding.
Besides its Flint headquarters — a 300,000-square-foot former General Motors office and warehouse building — Diplomat has locations in Grand Rapids, Chicago, Ft. Lauderdale, Fla., and San Bernardino, Calif.
More at www.diplomatpharmacy.com.