Avella Achieves Record High for 2015 Patient Satisfaction Ratings


Avella Specialty Pharmacy has announced the results from its 2015 patient satisfaction survey, revealing an all-time high of 97% satisfaction overall.


Avella Specialty Pharmacy

announced today the results from its 2015 patient satisfaction survey, revealing an all-time high of

97% satisfaction overall. These results represent the overwhelmingly positive experience that patients have had with the national specialty pharmacy over the previous year. This accomplishment was documented just as Avella celebrates its 20


anniversary—further showcasing its commitment to patient care and outstanding service for two decades.

To collect and report data for its annual patient satisfaction survey, Avella enlisted independent third-party agency

SullivanLuallin Group

to systematically survey the company’s patients and evaluate its services. The survey was distributed to more than 4,500 of Avella’s patients, and the statistically significant results came back stronger than ever.

More than 96% of patients rated Avella as “excellent” or “very good” in the areas of staff courtesy, staff professionalism, ease of refill, accuracy of prescriptions, medication instructions and overall satisfaction. Avella also received a

Net Promoter Score (NPS)

, or likelihood of recommending our pharmacy to family and friends, of 74.2. By comparison, the pharmacy industry has historically scored an

average NPS of 33

. NPS is a leading indicator of growth, customer satisfaction and retention. One of the key indicators attributed to this high level of overall satisfaction were Avella’s efforts to secure financial assistance for patients.

In fact, Avella has

helped secure $31 million in financial assistance

to reduce its patients’ out-of-pocket costs, including manufacturer copay cards and support from 501(c)(3) foundations. In addition to improving patient satisfaction, these funds assisted patients in accessing and maintaining adherence to essential therapies.

“The results of our annual patient satisfaction survey illustrate our unwavering commitment to providing the most compassionate, cost-effective care and premier service for our patients,”


Rebecca M. Shanahan

, CEO of Avella. “Alongside our efforts to improve health outcomes and better manage costs overall, our patient-first philosophy drives us to ensure the best possible customer experience at every touch point.”

Avella continues to improve the patient experience by providing high-touch support, care and patient education.

Avella demonstrates this commitment through its clinical programs, which include medication adherence support. These innovative, technology-driven medication adherence programs have demonstrated evidence-based results in improving patient outcomes.

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