Implementation of a patient perception survey in a pharmacist-managed primary care clinic and analysis with a unique HFMEA method

Abstract

ObjectiveTo develop and implement a patient-based pilot survey that measures patient perceptions regarding the quality of education given to them by clinical pharmacists in primary care clinics and to incorporate a unique method for analyzing the survey data. MethodsThe survey addressed 12 components of education within three categories: medication-related education, disease-related education, and delivery of education provided. The 12 components were repeated in two sections of the survey. Section 1 assessed patients' perceptions of pharmacist performance in each component, while section 2 measured patients' perceptions regarding the importance of each component of education. Results were analyzed with standard statistical techniques and an adaptation of the health care failure mode and effect analysis (HFMEA) process to identify areas of improvement that patients value most. ResultsThe survey was successfully developed and implemented, and results were analyzed with the HFMEA tool. A total of 60 patients completed surveys, with 75% (45 of 60) scoring an overall rating of excellent. Initial results from the HFMEA identified no areas of improvement. A secondary analysis was used to identify five areas for improvement, including (1) discussing adverse effects of medications, (2) discussing resources available, (3) providing benefits of treating medical problems, (4) answering questions completely, and (5) discussing goals of treatment. ConclusionA survey focused on pharmacist-driven education with primary care patients was successfully developed and implemented. The unique HFMEA tool implemented provided a means of prioritizing results for future quality improvements.