IntegratedRx® earns 95% satisfaction rating

Members on cancer care journey laud Prime’s integrated clinic-to-pharmacy experience

October 24, 2023

As Breast Cancer Awareness Month winds down, one is reminded that this year, nearly 300,000 individuals will be faced with an invasive breast cancer diagnosis, which can be overwhelming and incredibly stressful. From there, many will encounter a complicated treatment journey, one that may include long wait times for medication, wasted prescriptions or frequent clinic visits.

To improve upon the traditional pharmacy delivery system and create a connected and enhanced pharmacy care experience, Prime Therapeutics LLC (Prime) developed IntegratedRx® – Oncology. This integrated clinic-to-pharmacy care helps the provider and pharmacist communicate directly and provides members with one central location for their cancer treatment: their care center and its in-house pharmacy. Onsite pharmacists personally help members get their medication faster and easier, smoothing the treatment pathway.

In a recent Prime survey of members receiving their oncology medicine through Integrated Rx – Oncology, members said they appreciate how easy it is to get their prescriptions and stay engaged with their pharmacy team, resulting in an industry-leading 95% satisfaction rating.1 Further, IntegratedRx achieved a Net Promoter Score (NPS) – an industry benchmarking metric measuring customer satisfaction – of 80, compared to an average NPS of 38 for health care in general, and an NPS of 34 for central fill (aka mail order or retail) pharmacy.1

“IntegratedRx is one of many ways Prime has reimagined patient care to improve patient satisfaction,” said Joseph Leach, MD, senior vice president and chief medical officer for Prime. “As an oncologist, it’s gratifying to see how supporting medically integrated care can reduce the stress of care coordination. In this way, with the care team of doctor, pharmacist and others pulling together, patients can move forward on the treatment pathway faster and more efficiently.”

Satisfaction by the numbers

  • 95% of IntegratedRx – Oncology members are satisfied or very satisfied with their experience.1
  • 98% reported no issues obtaining their prescriptions.1
  • 96% reported it was easy to do business with the pharmacy.1

Client savings by the numbers

In addition to high satisfaction scores, past Prime research into health plans using IntegratedRx – Oncology has shown significant savings through the use of clinic pharmacies and that cancer drug waste is reduced when there is a dose change.

To date, IntegratedRx – Oncology has achieved:

  • $5,000 annual savings per utilizing member2
  • $1,000 total savings per claim2

And Prime is confident that applying this model to the treatment of additional conditions will yield further cost avoidance and savings opportunities. In fact, the newest condition-specific program, IntegratedRx® – Cystic Fibrosis, has proven its potential to save clients $20,000 annually per utilizing member.2

Prime’s patient satisfaction mirrors medically integrated dispensing data

In 2021, Prime partnered with NCODA to develop a specialized accreditation for the patient-centered medically integrated oncology community, through which medically integrated pharmacies may become eligible to participate in Prime’s IntegratedRx – Oncology network.

The NCODA Center of Excellence (CoE) Medically Integrated Pharmacy (MIP) Accreditation requires monitoring patient satisfaction with various aspects of medically integrated dispensing. NCODA’s Patient Satisfaction Survey has been available since 2017 and offers members a standardized method for benchmarking patient satisfaction in an MIP against other services in the industry.

NCODA’s most recent Patient Satisfaction Survey results – which included IntegratedRx-affiliated practices – closely mirrored Prime’s 95% patient satisfaction rating and showed an average 86.2 NPS for MIPs. Data also showed 97% of patients surveyed would prefer to fill their oral oncology and/or supportive care medications at the MIP versus an external mail order specialty pharmacy.

Prime is leading the industry with next-generation pharmacy solutions and a truly differentiated experience while striving to do what’s right for everyone it serves. Experience the ways the company is reimagining pharmacy.


  1. Prime IntegratedRx survey. Jan.-July 2023.
  2. Claims processed from IntegratedRx network pharmacies compared to Central Fill.

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