Predictors of satisfaction of health plan members with prescription drug benefits.
OBJECTIVE
Relationships between sociodemographic and health plan characteristics and health plan member satisfaction with prescription drug benefits were studied.


METHODS
A survey was mailed in November 2002 to a stratified random sample of 14,141 people covered by a pharmacy benefit management company (PBM) who had made at least one prescription drug claim during the second quarter of 2002. Survey recipients had commercial health insurance and were 19-64 years of age. Participants were stratified by drug benefit plan design (two-tier copayment system, three-tier copayment system, coinsurance, or closed formulary). The survey contained 39 questions covering satisfaction with the prescription drug benefit, health-related attitudes and knowledge, and experience with the benefit. Predictors of satisfaction were examined by using logistic regression with probability weights.


RESULTS
A total of 3819 surveys were returned (response rate, 27%). Respondents were more likely to be mail-order pharmacy users and less likely to be enrolled in a plan with a closed formulary. Out-of-pocket costs were viewed as the most important feature of the pharmacy benefit. In the logistic regression, higher copayments, coinsurance, closed formularies, intensive managed care, large health care premiums, a recent increase in copayments, and a recent denial of coverage were associated with lower satisfaction with the prescription drug benefit. Excellent health and use of mail-order pharmacy were associated with greater satisfaction.


CONCLUSIONS
The extent to which health plan members served by a PBM had to share drug costs was the strongest determinant of satisfaction with the prescription drug benefit.
Motheral
Brenda R
BR
Express Scripts, Inc., Maryland Heights, MO 63043, USA. brmotheral@express-scripts.com
Heinle
Shelly M
SM
D000328:Adult; D003625:Data Collection; D003669:Deductibles and Coinsurance; D005260:Female; D006801:Humans; D007356:Insurance, Pharmaceutical Services; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D014481:United States