Patient Satisfaction with Pharmacist-Provided Health-Related Services in a Primary Care Clinic

Jacob N Jordan,Amy Paul,Shanna K O’Connor,Renee Robinson,Hayli Hruza,Thomas G Wadsworth

doi:10.3390/pharmacy9040187

Abstract

(1) Background: Patient satisfaction plays an important role in the perceived value, sustained utilization, and coverage of healthcare services by payers and clinics. (2) Methods: A 33-question survey was designed to assess patient satisfaction and perceived value for healthcare services provided by a clinical pharmacist in a single primary care facility. It included general items from validated patient satisfaction surveys (i.e., PROMIS®, CAHPS) and pharmacist-specific items identified in selected literature. It was offered to all patients who were presenting for a new, unique visit with the clinical pharmacist at the medical clinic between May 2019 and April 2020. (3) Results: A total of 66 patients agreed to take the survey (RR = 100%), and the responses were overwhelmingly positive. However, men were more likely than women to report higher satisfaction (X2(1, n = 920) = 0.67, p = 0.027), and new patients reported higher satisfaction than existing patients (X2(1, n = 1211) = 1.698, p = 0.037). (4) Conclusions: The findings of this study indicate a high degree of patient satisfaction with pharmacist-provided healthcare services in the primary care setting.

Highlights

In the past 15 years, there has been an increased focus on the patient care experience and the involvement of patients in the evaluation and assessment of the healthcare provided through the use of patient-reported outcomes (PROs) and patient-reported outcome measures (PROMs) [1,2]
Pharmacist-provided clinical health services address an often unmet primary care need, especially in rural and medically underserved communities [8,9,10,11]. In those settings, many pharmacists increasingly provide a variety of non-dispensing, clinical health services improving healthcare access, service utilization, health outcomes, and quality of life [12,13]
A survey was designed to assess patient satisfaction and perceived value for healthcare services provided by a clinical pharmacist embedded in a single primary care facility as a core healthcare provider between May 2019 and April 2020

Summary

Introduction

In the past 15 years, there has been an increased focus on the patient care experience and the involvement of patients in the evaluation and assessment of the healthcare provided through the use of patient-reported outcomes (PROs) and patient-reported outcome measures (PROMs) [1,2]. Pharmacist-provided clinical health services address an often unmet primary care need, especially in rural and medically underserved communities [8,9,10,11]. In those settings, many pharmacists increasingly provide a variety of non-dispensing, clinical health services (e.g., medication management, chronic disease management, transitions of care, and preventative care services) improving healthcare access, service utilization, health outcomes, and quality of life [12,13]. The objective of this study is to determine patient satisfaction with non-dispensing, general healthcare services rendered by a pharmacist in a primary care setting

Objectives

Methods

Results

Discussion

Conclusion