Measuring the Impact of Pharmacy Customer Loyalty on Health System Utilization and Readmission Rates

December 27, 2018

Quantifying the direct and indirect value that a business unit delivers to its parent health system has traditionally been difficult. In this case study, we discuss the impact of pharmacy customer loyalty on the Fairview Health Services system, and we introduce a new, data-driven methodology for measuring value. Our approach utilizes external, individual-level consumer data and predictive modeling, and may be extensible to other health systems and service lines. Carrot Health analyzed the patient populations of Fairview (1.81 million patients) and its pharmacy division (415,000 customers).

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IFPMA

IFPMA represents the research-based pharmaceutical companies and associations across the globe. The research-based pharmaceutical industry’s 2 million employees research, develop and provide medicines and vaccines that improve the life of patients worldwide. Based in Geneva, IFPMA has official relations with the United Nations and contributes industry expertise to help the global health community find solutions that improve global health.

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