We are excited to announce the results of our latest patient satisfaction survey. More than 95% of Avella’s customers rate their experience with the specialty pharmacy as “excellent” or “very good” according to third-party validated data.
Avella’s patient satisfaction data documents the overwhelmingly positive experience that customers have had with the national specialty pharmacy. The overall level of satisfaction with Avella reached 4.74 out of 5. This satisfaction rate is in the 71st percentile when compared to other healthcare organizations that are proactively conducting surveys through the same research group used by Avella.
To collect this data, SullivanLuallin Group—a California-based research firm—distributed surveys to over 4,000 of Avella’s national distribution facility patients and analyzed data based on an 18% response rate. In addition to the overall satisfaction scores, Avella met or exceeded 95% satisfaction scores as indicated by an “excellent” or “very good” rankings with regard to patient privacy, staff courtesy, staff professionalism and ease of refills. Survey results were gathered through a variety of closed and open-ended questions that focused on patient experience, staff performance, ongoing communication, and clinical support.
“These survey scores are a cumulative result of all the efforts we’ve undertaken to go above and beyond to serve our customers,” said Rebecca M. Shanahan, CEO. “We are relentlessly dedicated to excellence in these endeavors, whether it comes in the form of providing intensive training to our team members on how to best support our customers or leveraging new technology to offer greater patient convenience.”
To that end, Avella’s focus on providing premier service and support can be seen throughout a wide variety of initiatives that the company has undertaken in the last several years. These efforts include developing online and mobile apps with refill and medication-related functionality, working with third-parties to secure financial assistance and prior authorizations that lower drug costs, and providing innovative technology that helps patients take their medication on time and as directed.