Elixir Specialty’s Key Performance Indicator Report Demonstrates Net Promoter Score Eight Points Higher than Benchmark
May 18, 2022 – Elixir, a pharmacy benefit manager owned by Rite Aid Corporation, announced that its specialty pharmacy, Elixir Specialty, recently released its annual Key Performance Indicators (KPI) report, which demonstrated an overall satisfaction rating of 98% with the specialty pharmacy. The annual KPI report is more than a satisfaction survey. The organization reviews intervention data, pharmacist and physician feedback, outcomes, and more in order to illustrate how the pharmacy is improving the member experience, increasing medication therapy confidence, and mitigating the risk of non-adherence.
“Specialty medications are complex and our members receiving these treatments can encounter a number of hurdles. We have developed a care model to ensure members get the right medication at the right time and provide the individualized support to help our members overcome obstacles and be confident in their prescribed therapy,” explained Misty Willard, director, specialty pharmacy operations for Elixir Specialty. “This KPI report demonstrates how we are meeting this commitment to better service, superior member support and improving whole health for life.”
The report measures member satisfaction, member engagement, turnaround time, Net Promoter Score (NPS) and provides a pharmacy scorecard for the following conditions:
- Multiple Sclerosis
- Hepatitis C
- Allergic Asthma
An NPS score is one of the most used satisfaction indicators in all industries and is based on one question, “How likely are you to recommend Elixir Specialty to someone else?” The pharmacy received an NPS score of 82, which is eight points higher than the national average.
Other notable findings from the report include:
- 99.85% of prescriptions delivered by “needs-by” date
- 95% first-call resolution rate
- 92% or higher medication adherence rate for all conditions, except allergic asthma (86.6%), all surpassing industry benchmarks
“At Elixir Specialty, our dedication to those we serve is the difference between simply supplying a medication and truly impacting the quality of a person’s life. Each interaction is an opportunity to make a difference,” Willard said. “With this specialty KPI report, we are able to continually measure the member experience. The data we gather shows how we are impacting and improving lives through the proper use of medication.”
Click here to read the full report.
Elixir, a fully owned subsidiary of Rite Aid Corporation, is a pharmacy services provider that offers pharmacy benefit management services, Medicare-approved prescription drug plans, mail and specialty pharmacy solutions, and prescription discount programs to millions of members nationwide. With the unique ability to optimize the full pharmacy care experience, Elixir is crafting solutions for today’s pharmacy benefits challenges. For more information, visit elixirsolutions.com.
About Rite Aid Corporation As the trusted, everyday care connector, Rite Aid drives lower health care costs through better coordination, stronger engagement, and personalized services that help consumers achieve whole health for life. We provide an array of whole being health products and services for the entire family through approximately 2,450 retail pharmacy locations across 17 states. Through Elixir, we provide pharmacy benefits and services to millions of members nationwide. For more information, visit www.riteaid.com.
Elixir Media Contact:
Jan Yates, APR
Vice President, Marketing & Communications