Patient experience with clinical pharmacist services in Travis County Federally Qualified Health Centers

Keywords: Attitude to Health, Patient Satisfaction, Self Care, Pharmacists, Patient-Centered Care, Ethnic Groups, Cross-Sectional Studies, Texas

Abstract

Background: Positive patient experiences with care have been linked to improved health outcomes. Patient experience surveys can provide feedback about the level of patient-centered care provided by clinical pharmacists and information about how to improve services.

Objectives: Study objectives are: 1) To describe patient experience with clinical pharmacist services in a federally qualified health center (FQHC). 2) To determine if demographic or health-related factors were associated with patient experience.

Methods: This cross-sectional survey included adult patients who were English or Spanish speaking, and completed a clinical pharmacist visit in March or April 2018. Patient experience was evaluated, on a 5-point Likert scale (1 = strongly disagree to 5 = strongly agree), with 10 items using four domains: pharmacist-patient interaction information provision, support for self-care, and involvement in decision making. In addition, one item was used to rate the overall experience. Demographic and health-related variables were also collected. Eligible patients completed the survey after their clinical pharmacist visit. Descriptive and inferential statistics, as well as Cronbach’s alpha for scale reliability, were employed.

Results: Respondents (N=99) were 55.4 (SD=12.1) years and 53.1% were women. Overall, patients rated their experiences very high with the 10-item scale score of 4.8 (SD=0.4) out of 5 points and the overall experience rating of 4.9 (SD=0.4) out of 5 points. With the exception of race, there were no differences between patient experience and demographic and health-related variables. African Americans had significantly (p=0.0466) higher patient experience scores compared to Hispanics.

Conclusions: Patients receiving care in a FQHC highly rated their experience with clinical pharmacists. This indicates that clinical pharmacists provided a high level of patient-centered care to a diverse group.

Downloads

Download data is not yet available.

References

Cleary PD. Evolving Concepts of Patient-Centered Care and the Assessment of Patient Care Experiences: Optimism and Opposition. J Health Polit Policy Law. 2016;41(4):675-696. https://doi.org/10.1215/03616878-3620881

Agency for Healthcare Research and Quality. What Is Patient Experience?. Available at: http://www.ahrq.gov/cahps/about-cahps/patient-experience/index.html (accessed June 30, 2019).

Heath S. What is different between patient experience, satisfaction? Patient Satisfaction News. July 2017. Available at: https://patientengagementhit.com/news/what-is-different-between-patient-experience-satisfaction (accessed June 30, 2019).

Chisholm-Burns MA, Lee JK, Spivey CA, Slack M, Herrier RN, Hall-Lipsy E, Graff Zivin J, Abraham I, Palmer J, Martin JR, Kramer SS, Wunz T. US pharmacists’ effect as team members on patient care: Systematic review and meta-analyses. Med Care. 2010;48(10):923-933. https://doi.org/10.1097/MLR.0b013e3181e57962

Moczygemba LR, Barner JC, Brown CM, Lawson KA, Gabrillo ER, Godley P, Johnsrud M. Patient satisfaction with a pharmacist-provided telephone medication therapy management program. Res Social Adm Pharm. 2010;6(2):143-154. https://doi.org/10.1016/j.sapharm.2010.03.005

Tsuyuki RT, House LKD, Charrois TL, Kolber MR, Rosenthal MM, Lewanczuk R, Campbell NR, Cooney D, McAlister FA, RxACTION Investigators. Randomized trial of the effect of pharmacist prescribing on improving blood pressure in the community. Circulation. 2015;132(2):93-100. https://doi.org/10.1161/CIRCULATIONAHA.115.015464

Martin MT, Faber DM. Patient satisfaction with the clinical pharmacist and prescribers during hepatitis c virus management. J Clin Pharm Ther. 2016;41(6):645-649. https://doi.org/10.1111/jcpt.12436

Sherrill CH, Cavanaugh J, Shilliday BB. Patient satisfaction with Medicare annual wellness visits administered by a clinical pharmacist practitioner. J Manag Care Spec Pharm. 2017;23(11):1125-1129. https://doi.org/10.18553/jmcp.2017.23.11.1125

Hall JJ, Katz SJ, Cor MK. Patient satisfaction with pharmacist-led collaborative follow-up care in an ambulatory rheumatology clinic. Musculoskeletal Care. 2017;15(3):186-195. https://doi.org/10.1002/msc.1160

Makowski CT, Jennings DL, Nemerovski CW, Szandzik EG, Kalus JS. The impact of pharmacist-directed patient education and anticoagulant care coordination on patient satisfaction. Ann Pharmacother. 2013;47(6):805-810. https://doi.org/10.1345/aph.1R686

Giberson S, Yoder S, Lee MP. Improving Patient and Health System Outcomes through Advanced Pharmacy Practice. A Report to the U.S. Surgeon General. Washington: Office of the Chief Pharmacist. U.S. Public Health Service; 2011.

Peterson J, Hinds A, Garza A, Barner J, Hill L, Nguyen M, Lai P, Gums T. Impact of physician-pharmacist covisits at a primary care clinic in patients with uncontrolled diabetes. J Pharm Pract. 2018; [Epub ahead of print]. https://doi.org/10.1177/0897190018807374

Chavez B, Kosirog E, Brunner JM. Impact of a bilingual pharmacy diabetes service in a federally qualified health center. Ann Pharmacother. 2018;52(12):1218-1223. https://doi.org/10.1177/1060028018781852

Rodis JL, Sevin A, Awad MH, Porter B, Glasgow K, Hornbeck Fox C, Pryor B. Improving chronic disease outcomes through medication therapy management in federally qualified health centers. J Prim Care Community Health. 2017;8(4):324-331. https://doi.org/10.1177/2150131917701797

Moczygemba LR, Goode JV, Gatewood SB, Osborn RD, Alexander AJ, Kennedy AK, Stevens LP, Matzke GR. Integration of collaborative medication therapy management in a safety net patient-centered medical home. J Am Pharm Assoc. 2011;51(2):167-172. https://doi.org/10.1331/JAPhA.2011.10191

Health Resources & Services Administration HRSA Health Center Program. What is a Health Center?. Available at: https://bphc.hrsa.gov/about/what-is-a-health-center/index.html (accessed March 24, 2020).

Kim-Romo D, Barner JC, Brown CM, Rivera JO, Garza AA, Klein-Bradham K, Jokerst JR, Janiga X, Brown B. Spanish-speaking patients’ satisfaction with clinical pharmacists’ communication skills and demonstration of cultural sensitivity. J Am Pharm Assoc. 2014;54(2):121-129. https://doi.org/10.1331/JAPhA.2014.13090

Hewitson P, Skew A, Graham C, Jenkinson C, Coulter A. People with limiting long-term conditions report poorer experiences and more problems with hospital care. BMC Health Serv Res. 2014;14(1):33. https://doi.org/10.1186/1472-6963-14-33

Moon J, Kolar C, Brummel A, Ekstrand M, Holtan H, Rehrauer D. Development and Validation of a Patient Satisfaction Survey for Comprehensive Medication Management. J Manag Care Spec Pharm. 2016;22(1):81-86. https://doi.org/10.18553/jmcp.2016.22.1.81

Wolf JA, Niederhauser V, Marshburn D, LaVela SL. Defining Patient Experience. Patient Exp J. 2014;1(1):3. https://doi.org/10.35680/2372-0247.1004

Published
2020-04-23
How to Cite
1.
Shin J, Moczygemba L, Barner JC, Garza A, Linedecker-Smith S, Srinivasa M. Patient experience with clinical pharmacist services in Travis County Federally Qualified Health Centers. Pharm Pract (Granada) [Internet]. 2020Apr.23 [cited 2020Oct.26];18(2):1751. Available from: https://pharmacypractice.org/journal/index.php/pp/article/view/1751
Section
Original Research