Amazon.com, Good Neighbor Pharmacy, Publix named to J.D. Power’s 2014 Customer Champions list
WESTLAKE VILLAGE, Calif. — J.D. Power, in conjunction with Fortune Custom Publishing, on Monday recognized 50 companies that demonstrate the ability to provide the highest level of customer service based on their most important critics — their customers. Among retailers, the Customer Champions included Amazon.com, Good Neighbor Pharmacy and Publix.
"J.D. Power surveys hundreds of thousands of customers every year, and what we’ve found is that when consumers purchase different products and services, they don’t just compare their experiences within the same industry, they compare across industries," stated Finbarr O’Neill, president of J.D. Power. "The 50 companies we’ve recognized as Customer Champions demonstrate the highest levels of service excellence, not just compared with their direct competitors, but also across all facets of the customer experience," he said. "Not only does satisfaction encourage customer loyalty, but happy customers also become advocates of the brand to others. Particularly given the ability of today’s consumers to easily communicate their experiences far and wide through social media and online reviews, customer advocacy can be critical to a company’s bottom line."
“Being recognized by J.D. Power is demonstration that the commitment that our Good Neighbor Pharmacy members have made to their local communities and patients is making a difference — and consumers have noticed,” stated Scott Robinson, group VP Good Neighbor Pharmacy. “Our independent pharmacists play a vital role in their patients’ healthcare every day, and in an ever-changing healthcare industry. Good Neighbor Pharmacy is at the forefront of ensuring each patient receives an unmatched level of personalized, quality care.”
The J.D. Power 2014 Customer Champions were selected based on customer feedback attesting to their service excellence. These companies were the highest performers among more than 600 evaluated brands across nine industries, based on their performance in five key areas identified as the J.D. Power 5 Ps: People, Presentation, Price, Process and Product.
The selection of the 2014 Customer Champions is based on an independent and unbiased evaluation of customer feedback, opinions and perceptions gathered from J.D. Power studies conducted in the United States in 2013. Those recognized as a 2014 Customer Champion represent the highest-performing companies in terms of providing customer service excellence.
Drug Channels: Express Scripts, CVS Caremark and Walgreens top players in specialty pharmacy
PHILADELPHIA — Drug Channels on Tuesday sized up the specialty pharmacy market. Last year specialty drugs accounted for 22% of all pharmacy revenue, and 63% of the specialty business is dispensed by three companies: Express Scripts, CVS Caremark and Walgreens. According to Drug Channels estimates, the specialty pharmacy market generated $63.2 billion in 2013.
"Walgreens has become the third-largest specialty pharmacy by acquiring other specialty pharmacies," noted Drug Channels author Adam Fein, president Pembroke Consulting, notably BioScrip, Medmark and Schraft’s, among others.
"[And] Diplomat continues to be one of the fastest-growing companies in the specialty market," Fein observed. "Diplomat has also expanded its reach with its Retail Specialty Network program for such retailers as Fred’s, Safeway and Target."
More than 30 health organizations urge adoption of ADAPT Act to speed approval of antibiotics
WASHINGTON — Last week, more than 30 organizations — including the American Medical Association, Infectious Diseases Society of America and Pew Charitable Trusts — urged Congressional leaders to strengthen the labeling requirements for drugs approved under the proposed Antibiotic Development to Advance Patient Treatment Act of 2013 (ADAPT Act) limited population approval pathway, which will streamline regulatory approval for antibiotics.
On December 12, a group of bipartisan lawmakers led by Reps. Phil Gingrey, R-Ga., and Gene Green, D-Texas, introduced H.R. 374. If enacted, the ADAPT Act would amend the law to create a pathway for the prompt approval of antibacterial drugs.
"The ADAPT Act will build on the success of the Generating Antibiotic Incentives Now Act by allowing antibacterial drugs to treat serious or life-threatening infections to be approved based upon smaller clinical trials," medical organization coalition wrote in a letter to Reps. Gingrey and Green. "It is often not feasible for these drugs to be developed using traditional, large clinical trials due to the limited numbers of patients in whom these infections currently occur."
The organizations recommended the drugs include a prominently placed visual element, such as a logo, on their label to clearly indicate to the healthcare community that they are approved for a limited population and must be used prudently.