PAAS NATIONAL® 2011 MEMBER SATISFACTION SURVEY

Executive Summary

PAAS National® sent out over 600 Member Satisfaction Surveys between December 2010 and January 2011 to clients who had recently used our services. The survey focused on 11 key questions to allow us to evaluate the quality and level of services provided to our membership. We were very pleased to have received 131 responses for an overall response rate of 21.7%. An analysis of the survey indicates a high level of member satisfaction with PAAS services. PAAS National® has over 4400 members in all 50 States, representing approximately 19% of the estimated 23,000 independent pharmacies.


Summary:

An overview of the responses to the types of services requested by our members showed that PAAS Members are very satisfied.

  • PAAS Members contact the toll-free call center primarily for assistance with:

    • 66%   Audits
    • 11%   Filling & Billing Questions
    • 3%   Contract Questions, or
    • 17%   Other (Primarily Fraud Waste and Abuse Compliance)

  • Survey participants were asked to rate their most recent service from PAAS on a scale of 1-10, with 10 being the highest. PAAS received a rating of an 8, 9 or 10 95-98% of the time on being: Helpful, Courteous, Accurate, and for Information that was understood and they could act upon.


  • Survey participants were asked to provide feedback on the time it took them to receive a response.

    • 17%    Immediate, first call
    • 48%    Same Day response
    • 24%    Next Day response
    • 11%    Two-Day response

    • (PAAS prioritizes calls based upon urgency so that calls that require immediate attention such as filling and billing issues are handled promptly. Considering the type of service or assistance needed from PAAS, the response time met or exceeded the expectation of our members 97% of the time.)

  • The monthly Third-Party Newsline newsletter was rated helpful by 89% of all respondents. Third-Party Newsline helps keep member pharmacies up-to-date on the latest PBM requirements and audit activities – saving pharmacies money from costly audit activity.

  • Currently, nearly two-thirds (64%) of pharmacies indicated that their staff was also trained to utilize PAAS membership and service.

  • In the past twelve months, the average number of Third-Party audits a pharmacy had was 2.51, with 34% of our members indicating that they had experienced four or more in the past year.

  • 99% of all respondents stated they would recommend PAAS to a colleague                      

  • Additional comments, feedback, or suggestions regarding PAAS membership were requested. Some of the specific comments provided were:

    • We like it. I (would) be happy to provide a testimonial if it is of any use. - Sam Duncan
    • You always to a good job --- thanks for being the watchdog.
    • The membership has helped immensely in dealing with Third Party audits and also in educating our staff to be aware of audit issues and proper submission techniques.
    • We are so grateful for the assistance we received from your representative… We highly recommend membership in PAAS. - Charles and Kathy Mauldin

Conclusion:

Response to the PAAS National® Member Satisfaction Survey indicates a high level of acceptance and satisfaction with the services we provide. The demand for Audit Assistance and a Comprehensive Fraud Waste and Abuse (FWA) Compliance and Training Program will increase as a result of the CMS effort to increase the accountability of Health Care Providers through the expansion of pharmacy audits and also FWA initiatives through the Patient Protection and Affordable Care Act.