A Comparison of Satisfaction with Mail versus Traditional Pharmacy Services

OBJECTIVE: To determine the level of satisfaction with pharmacy services among enrollees of a managed care organization and to compare the level of satisfaction between mail pharmacy and traditional pharmacy patrons. DESIGN: Data were collected via telephone interviews with 1,362 enrollees of a large managed care organization with recent prescription claims. Scores were calculated for various hypothesized multi-item dimensions of satisfaction of pharmacy services. With one exception, internal-consistency reliability coefficients for the scales exceeded 0.50. Health status was also measured, using the physical and mental health composite scores of the 12-ltem Short Form (SF-12) Health Survey. Satisfaction with pharmacy services was compared between patron groups using tests and analysis of covariance (AN COVA) models. RESULTS: Mail pharmacy patrons were more satisfied than traditional pharmacy patrons with their pharmacy services in general (77.6 vs. 72.8, P=0.002), and specifically with the financial aspe...