Managed Healthcare Executive September 26, 2024
PSG’s Morgan Lee talks about how customers of the Big 3 PBMs report lower satisfaction across most measures, and they are less likely to recommend their PBM.
Payers are increasingly dissatisfied with pharmacy benefit managers (PBMs) and want some degree of change, finds the 2024 Pharmacy Benefit Manager Customer Satisfaction Report published by Pharmaceutical Strategies Group (PSG).
Customers of the Big 3 PBMs report lower satisfaction across most measures, including overall satisfaction, and they are less likely to recommend their PBM. Additionally, employers remain more satisfied with PBMs than health plans on nearly all measures of satisfaction.
The survey found that there have been moderate declines in satisfaction with PBMs across the board, Morgan Lee, Ph.D., MPH, CPH, senior director...
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